Phone

Okay, I've tried for days to get this working and I've run out of ideas.  I could use some help from more Zoom-savvy folks.Essentially, our business has a shared office with managers that rotate through it on shifts (AM, PM, or all-day).  We currently have an auto-receptionist that captures incoming calls and either routes callers to a call queue of the managers on duty or directly to voicemail.  We always have a "primary" manager who will be in the office taking most calls, and have "backup" managers who only take calls if the "primary" is unable to.  Our call queue is set up to be sequential because of this, and all the managers have their business hours set up to reflect their shifts.  In a purely remote setup, this works perfectly as the "primary" is always rung first before any calls go to the "backups". The wrinkle here is we also have an office desk phone (Poly VVX250) that we would like to ring during the -entire- call

I have done this with other solutions before but does anyone know how to do it with Zoom?RegardsMike

We are new Zoomphone users at Addigy. I have not yet personally tested, but I believe Zoomphone has a pre-recorded voicemail message capability where a sales rep / support agent can call a number, they encounter a voicemail box, and then they can just click a button to leave a pre-recorded voicemail (from within a selection of pre-recorded messages)With that said, we want this functionality to be available from within the Salesforce integration where our reps and agents spend their time within one window (i.e. working from a laptop screen while on the road). Having to switch between windows to select the appropriate recorded voicemail is error-prone, time-intensive, and not an ideal user experience.Ideally, a user could select which pre-recorded voicemail to use via the Salesforce CTI integration window within Salesforce and if a pre-recorded voicemail is used, then a designated "Voicemail" |Disposition| would

This could be user error and/or not knowing how to do something that exists in ZoomPhone as we at Addigy are very new users of ZoomPhone as of the writing of this discussion in July 2022.  Currently, we only see the following |Disposition| values in our Zoomphone / Salesforce Integration. Left a Voicemail No AnswerContactedBad NumberOur sales management team would like to be able to change the names of some of these values and/or add one additional value at this time. Is this possible? If not, could this be accommodated in the future. We had this capability with our old phone system via a custom metadata mapping approach in Salesforce. 

We would like to see the Zoomphone Product and Salesforce Zoomphone integration soft-dialer improved to make it easier to dial internationally using ZoomPhone/Salesforce Click to Dial. We would to see an added method to allow auto population of International Exit / Entry Codes via the Zoomphone softphone and the SFDC integration softphone. Here at Addigy, our work-around at this time is to put the country entry and extra numbers directly into the Salesforce |Phone| field, but this is not a best practice as we plan to have INTL team members based in other countries (rather than the United States only as we have now) someday and these country exit numbers will be different. I have seen this feature with other Salesforce/CTI phone integrations and I feel it would be a great addition to the Zoomphone / Salesforce CTI integration. 

We use a custom |Ext| (i.e. extension) field in our Salesforce instance. Our users would like for the Zoomphone auto-dialer in Salesforce to auto-populate the necessary pause and the digits from the |Ext| field into the dialed number.I know handling the phone extension is a common issue within the Salesforce community at-large (relevant idea: https://trailblazer.salesforce.com/ideaView?id=08730000000BrC2). With that said, I recall previous softphones I have used with Salesforce were able to get around this issue.This enhancement could greatly save our users time.

This sounds petty, but I had reluctance to move to ZoomPhone because of the look and feel of the Salesforce / Zoomphone CTI integration.  Our sales representatives and agents have to look at this CTI integration throughout their entire day as they are making calls and it should look streamlined, clean, and pleasing to the eye from a UI perspective.  I admit it's come a long way already since we initially started considering ZoomPhone, but I feel additional enhancements could be made including:Allow the ability to customize the CTI window with colors and/or themeIf this is not possible, maybe there is a way for the CTI to adapt the Salesforce Org's theme / branding so the colors can be consistent between the CTI integration and the rest of the Salesforce orgRight now, the CTI window is very white heavy. Additional outlining colors and formatting could be helpful to improve the look/UI of the window

Hi,I have a growing department that needs each member accessible via the auto-receptionist. Currently we have a recording that lists each person's name and the key to press to reach them. But this is becoming burdensome to maintain, the callers have to listen to a long prompt,  and as they grow, we are going to run out of the default 12 digits that are provided. So we want to give each person a 2-digit number and ask the caller to enter the number of the party they are trying to reach. This would significantly shorten the prompt and be much easier to maintain. My problem is that I cannot see how to allow for a 2-digit input. Without this, this plan is sunk. I have worked with Fuze and Five9 and both allow this, so what am I missing? Thanks. Rich.

Hi,I currently have two zoom phones at work.  My mobile phone for when I work at home and also my office phone both using the same zoom account.When my office phone is unplugged / turned off I can make and receive calls on my mobile phone as normal with no problems.  Colleagues can transfer calls no problems.When I then plug in the office landline phone,  my mobile phone no longer receives incoming calls but also the office landline phone instead of receiving incoming calls just displays ( voicemail received ).  If I then unplug the office phone again my mobile receives incoming calls as normal.Is there a way to allow them both receive incoming calls and ring together?  Is this a problem with call queuing for example or similar?I would be grateful for any help or ideas as you can imagine how frustrating this can be.

I have the phone assigned.  I can make outgoing calls.  I recorded an outgoing message.  When I call the phone, it rings, and I can answer it.  However, if I don't answer, it does not go to voicemail, and the caller gets "call failed".   I have both user and admin guides, but I don't speak admin.  We only have one phone, with wifi, and a Pro account, so can't talk to anyone.  It took hours just to get this far.  Can anyone help?

New to Zoom.  Need the desk phones and apps to use.  I can get the desk phone to ring in but can't make outbound calls.  Any help?

I used to be able to make out-going calls.  Now I get a message that says, "Sorry.  The requested service is not available for your calling plan."I've logged in and out, open and closed Zoom.  Nothing.No settings have been changed on our end.

Is it possible to have your Zoom phone only ring on your delegates phone. Not my Zoom phone?

Some of my users use an external speaker puck as primary device for their phone calls.  The volume they set for talking to people is too high for the ring when new calls come in.  If they turn the volume setting down on the speaker to make the ringtone low, then the cannot hear the callers when answering a call.  They then turn the volume up high on the speaker during their conversations.  But unless they remember to turn the speaker volume down after the call, then the next ring is loud again.  There needs to be a way to separate the volume for incoming ringtone from that used in a phone conversation.

Since last week when I shared the screen as a document option, my pdf file displayed as blurry. Before that, it was working fine.

Does anyone know how to use Siri commands to call contacts through Zoom Phone? We have a lot of users who want to be able to call Zoom contacts while driving, but I haven't found a way to have Siri recognize how to do this. 

Our agents are more productive when they can view a "real time" wallboard with more granular details.This would be top most on our wish list! We'd also like to be able to drill into the call queues to the agent detail levels and show a panel with all call queues and the number of agents that populate them.  I'm sure that  your developers can recreate this! Agent Status by Agent NameAgent Name / Agent Status/ # Calls/ # ACD/ Duration/ Release Code/ Caller Name / Num Group/ % ACD /Answ # /NACD Extrn # /NACD In # /NACD Intrn 

When will you integrate Zoom Phone with Hubspot, this would reaaly be a great feature as Zoom already has meeting and webinar in place. I think you would become #1 phone integration solution easily as others as aircall are dubbel the price of ZOOM with lesser features

Hello All, We receive this odd behavior that when we select SSO method on an iPhone the page redirect to Edge and then the page just stuck there with blank page. Any tips? Best Regards,Ryan

I cannot send text messages to external phone numbers unrelated to the Zoom client. I do not know why. Anyone else working in my organization can do it, and I have a problem (screenshot). The settings are the same as for all of them. Does anyone have any idea what could be causing this?

Good afternoon, My company just recently switched from RingCentral to Zoom for our corporate phone lines. Currently, we cannot find a way to search SMS messages or search our Call Log.  This is detrimental to our job at Customer Service when dealing with dozens of different customers daily. Having to manually find the SMS messages and manually search the windows is taking up a large chunk of time. Is there any workaround currently to have this implemented, or a way that we can have Zoom send us e-mails with the SMS messages in them and search our e-mails for the content of the SMS? Please help.

I work in the Telecoms department of a large company and we are replacing our Cisco telephone system with Zoom.Do you know if there are any plans to develop  a wifi telephone for Zoom.  At the moment we are getting round this by using the Zoom app on a mobile phone. However these phones have to be signed into by the users.It would be great if we could have a wifi device we could configure as a Common Area Phone.

I need to access it before this date.  I am up to date on the software on windows 10 pc.Any suggestions on how to access it before this date?

Hello,My team and I utilize the Desktop Power User pack to make our process more streamlined. This shows us when people are active or inactive in the queue.However, when using this feature, it will show that you are inactive while on an active call, or will show that you are inactive after a call. This has caused a great deal of confusion when we are rotating our schedule.Any advice would be appreciated! Thank you.

Can someone help?