> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://myoperator.crisp.help/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# What data is logged in each Call Activity field when Zoho is integrated with MyOperator?

# 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?](#2-1-when-should-i-use-this-reference)
2. [Prerequisites](#2-2-prerequisites)
3. [Call Activity fields](#2-3-call-activity-fields-detailed-breakdown)
4. [Flip-side – when fields stay empty or wrong](#2-4-flip-side-when-fields-stay-empty-or-wrong)
5. [Sample webhook payload](#2-5-sample-webhook-payload)
6. [Expected outcome & how to verify](#2-6-expected-outcome-how-to-verify)
7. [Troubleshooting & common errors](#2-7-troubleshooting-common-errors)
8. [Related articles](#2-8-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.

[Back to top](#1-call-activity-key-fields-zoho-myoperator)

---

## 2. Prerequisites

| Item | Minimum requirement |
| --- | --- |
| Zoho edition | Standard CRM or higher (API access) |
| MyOperator plan | Growth or higher (Webhooks + Recording) |
| Integration state | InCall and afterCall webhooks turned ON |
| API rate limit | ≤ 60 req/min (MyOperator default) |

[Back to top](#1-call-activity-key-fields-zoho-myoperator)

---

## 3. Call Activity fields – detailed breakdown

![](https://content.api.getguru.com/files/view/63bb221e-f977-4bb3-8ed8-988a54c50430)

### 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.

[Back to top](#1-call-activity-key-fields-zoho-myoperator)

---

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

| Failure point | Field impact | Fix |
| --- | --- | --- |
| `caller_number` masked | Call From blank | Disable number masking in IVR |
| UID duplicate | Activity not created | Regenerate UID via retry API |
| Recording disabled | Recording URL empty | Turn on recording in MyOperator |
| Agent email mismatch | Agent shows “—” | Align user emails in both apps |

[Back to top](#1-call-activity-key-fields-zoho-myoperator)

---

## 5. Sample webhook payload

```json
{
  "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"
}
```

[Back to top](#1-call-activity-key-fields-zoho-myoperator)

---

## 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.

[Back to top](#1-call-activity-key-fields-zoho-myoperator)

---

## 7. Troubleshooting & common errors

| Symptom | Likely cause | Resolution |
| --- | --- | --- |
| Call Activity is missing entirely | Webhooks disabled | Re-enable in MyOperator → Settings → API Integration |
| “Unknown User” in the Agent field | Email mismatch | Edit the agent email in MyOperator to match Zoho |
| 401 error in integration logs | Expired API token | Regenerate secret key and update Connected Account |
| Call log delay > 30 s | Rate limit hit | Throttle outbound calls or upgrade plan |

Need live help? Email [support@myoperator.com](mailto:support@myoperator.com) — Tier-2 SLA ≤ 4h.

[Back to top](#1-call-activity-key-fields-zoho-myoperator)

---

## 8. Related articles

* [Zoho Recruit & Zoho Desk Integration with MyOperator](https://app.getguru.com/card/cxGBR8Ei/Zoho-Recruit-Zoho-Desk-Integration-with-MyOperator)
* [Zoho Sales CRM + MyOperator PhoneBridge Integration Guide](https://app.getguru.com/card/Tjg6XM8c/Zoho-Sales-CRM-MyOperator-PhoneBridge-Integration-Guide)
* [Zoho Sales CRM + MyOperator Integration Guide](https://app.getguru.com/card/TAX5Aezc/Zoho-Sales-CRM-MyOperator-Integration-Guide)

[Back to top](#1-call-activity-key-fields-zoho-myoperator)

---

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