Troubleshooting Zoom Phone CTI
Last updated September 7, 2026 ·
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Troubleshooting Zoom Phone CTI
Companion to the Zoom Phone CTI Guide, which covers connecting, using, and removing the integration. This article covers what to check when something isn't working.
Troubleshooting
| Symptom | What to check |
|---|---|
| Zoom's Event Subscription won't validate / save | The Webhook URL must be pasted into Zoom exactly as shown on Velaro's Admin → Voice → Provider Setup panel, with no trailing spaces or line breaks. Confirm you're on the correct site's Voice settings if you manage more than one Velaro site. |
| No screen pop or call log after a call | Confirm the Secret Token pasted into Velaro's Webhook Secret field matches the current value shown on Zoom's Event Subscriptions page — if the token was ever regenerated in Zoom, Velaro's copy must be updated to match or every event is rejected. Also confirm the three required events (phone.callee_answered, phone.call_ended, phone.call_missed) are still subscribed in Zoom. |
| Agent doesn't go On Call / call not attributed to the right agent | Check that the agent's Zoom User ID is entered correctly on the Agent Mapping tab (Admin → Voice → Agent Mapping) — it must match the User ID shown on that agent's profile in Zoom Admin → User Management → Users, not their email address or display name. |
| Screen pop appears but shows the wrong record, or no match | Screen pop is driven by your connected CRM's screen-pop provider matching on the caller's phone number. Confirm the CRM integration itself is connected and healthy, and that the customer's phone number is formatted consistently between Zoom and the CRM (country code, no extension). |
| Calls stopped appearing after working before | In Zoom App Marketplace, confirm the app and its Event Subscription are still enabled — Zoom can disable a subscription automatically if it stops receiving a healthy response. Re-saving the subscription in Zoom re-enables it. |
Still stuck? Contact Velaro support at support@velaro.com with your site name and the approximate time of an affected call — this lets support pull the exact event Velaro received (or didn't) from Zoom for that call.
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