Assistance required to determine the exact condition for call transferred to third-party call

[amp1008]

We need your guidance in defining the precise condition that determines whether a call is transferred and answered by third-party call center.

Previously, after discussing with Zoom POC, we decided to rely on the contact_center.engagement_ended webhook. In the payload, we checked the flow_name == ExternalTransfer condition and derived whether the call was transferred and answered by third-party call center.

However, we’ve recently observed a few cases where the above condition was met, but the call wasn’t actually transferred to the third-party center. This is leading to incorrect third-party transfer counts being displayed as part of our various dashboards.

Could you please help us determine the exact condition we should monitor to confirm if the call is successfully transferred and answered by the third-party center?

[ARC19]

Hey! 

we reported a similar issue to transfers being mis-counted on reporting. Zoom are apparently aware and hope to have a fix by Q2 2025. raise a support ticket and maybe we can get the fix prioritized together!