Call Activity Key Fields — Zoho + MyOperator

Quick answer

• Zoho auto-creates (or updates) a Call Activity by matching the caller’s number or UID.
• Ten read-only fields are filled from MyOperator’s webhook payload (see JSON sample).
• If any mandatory value is blank or the UID duplicates, Zoho leaves the field empty and flags the call in the integration log.

Table of Contents

1. When should I use this reference?
2. Prerequisites
3. Call Activity fields
4. Flip-side – when fields stay empty or wrong
5. Sample webhook payload
6. Expected outcome & how to verify
7. Troubleshooting & common errors
8. Related articles

1. When should I use this reference?

Use this article when you need to:

• Audit why a Zoho Call Activity shows “Unknown” data.
• Map MyOperator’s JSON keys to Zoho fields in custom reports.
• Train an AI bot to read call metadata deterministically.

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2. Prerequisites

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3. Call Activity fields – detailed breakdown

3.1 What is the ‘Call From’ field?

• Shows the caller’s 10-digit phone number in E.164 without the + sign.
• Populated from caller_number.
• Blanks if the number < 6 digits or VoIP is hidden. Sample: 9876543210

3.2 How is the ‘Related To’ field populated?

• Looks up Lead, Contact, or Ticket whose phone matches exactly.
• If multiple matches, the latest modified record wins.
• If none, Zoho creates a new Lead named “Inbound <number>”.

3.3 What does the ‘Call Type’ field signify?

• Values: Inbound, Outbound.
• Source key: direction.

3.4 What is captured in ‘Call Start Time’?

• UTC timestamp when ringing starts.
• Source key: start_time (ISO-8601).

Sample: 2025-07-23T09:34:15Z

3.5 How is ‘Call Duration’ calculated?

• Difference in seconds between start_time and end_time.
• Shown in HH:MM:SS format.

Sample: 00:01:32

3.6 What is the ‘Subject’ field?

• Auto-generated summary: <Call Type> call with <Caller>.

Sample: Inbound call with 9876543210

3.7 What details are included in the ‘Description’ field?

Composite string that concatenates:

Department Name : Sales
Call Status     : Connected
Call Duration   : 00:01:32

Max length 4 kB; extra text is truncated.

3.8 Where can I access the call recording?

• Recording URL field stores HTTPS link if recording is enabled.
• File expires after 90 days on Growth plan.

3.9 What is the ‘UID’ field?

• Globally unique identifier for the call, e.g. n2.1654321.98765.
• Primary key inside Zoho; duplicates are rejected.

3.10 Who is listed in the ‘Agent’ field?

• Full name pulled from MyOperator’s user profile (agent_name).
• Falls back to email if name is blank.

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4. Flip-side – when fields stay empty or wrong

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5. Sample webhook payload

{
  "uid": "n2.1654321.98765",
  "direction": "Inbound",
  "caller_number": "9876543210",
  "start_time": "2025-07-23T09:34:15Z",
  "end_time": "2025-07-23T09:35:47Z",
  "department": "Sales",
  "status": "Connected",
  "recording_url": "https://recordings.myoperator.co/1654321.mp3",
  "agent_name": "Sonam Kapur",
  "agent_email": "sonam@acme.com"
}

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6. Expected outcome & how to verify

1. Open Zoho CRM → Activities → Calls.
2. Search by UID.
3. Confirm all ten fields show non-blank values.
4. Click Recording URL to play the file (should start in under 2s). Success criteria: no empty mandatory fields, recording plays, and Related To links correctly.

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7. Troubleshooting & common errors

Need live help? Email support@myoperator.com — Tier-2 SLA ≤ 4h.

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8. Related articles

• Zoho Recruit & Zoho Desk Integration with MyOperator
• Zoho Sales CRM + MyOperator PhoneBridge Integration Guide
• Zoho Sales CRM + MyOperator Integration Guide

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Keywords: Zoho CRM, MyOperator, Call Activity, webhook payload, UID, recording URL, agent mapping, call metadata

Updated on: 11/09/2025