Phone

We have a number of sales reps that all need to monitor each other. In addition, we have managers that need to monitor the reps but not be monitored. The issue we see is that reps cannot be members of a monitor role and a monitored role.  Has anyone found an easy workaround for this or a similar scenario?

My biggest pet peeve from using Zoom is that you cannot create group names in the sms chats. With the office we create a lot of these chats but every time I need to check exactly who is on which chat. Resulting in a lot of times sending a message in the wrong chat (because it's either missing a person that you oversaw vs the chat you meant, or it has a person too many). If you can create group names, I can call it for example Team or Team + VP or Analysts, or Interns. I know a lot of people at our office would be really happy if we can create group names...

Starting some time between May 2nd and May 5th, if a user misses an internal call from someone else in our company and they look in the call history, it'll now display the outbound caller ID we set up for each user that's meant for external callers (this is only happening on the Zoom desktop app and the mobile app. It looks like it's affecting call logs in the admin portal as well). Prior to May 5th, the actual internal caller's name and extension would show up in the call history instead of the outbound ID we set up for each phone. I should note the outbound ID is the call queue numbers we set up for each branch (the call queue numbers are using the main phone numbers for each branch. We intended this to be used for when we're calling external phones outside of the company so that the caller ID would show up as the main company number to the external phone).I should also note that when the notification for the incoming call pops up on the screen while a call is being rece

At my job we use zoom phones as our main phone system. The other two women I work with receive voicemails with no issue but for some reason they will NEVER show up on mine. I am on a PC and everything is fully updated. Any suggestions?

Does anyone know if SMS for Zoom Phone Australia is unlimited texting or know the rate per text for AUS to AUS texting? Support keeps directing me to the international PBX rate page, but these are US to international I am pretty sure. This is a really good article https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0057987 on setting it up and limitations, but doesn't cover costs, if any, for Australia SMS. Any help would be appreciated!

We've have difficulty pulling the text transcriptions from Automatic phone call recordings.  I've referred to this previous forum (https://community.zoom.com/t5/Phone-System/Zoom-phone-audio-transcripts-text-file/m-p/100072#M4914) and we've tried to access it through the API, but still only pulling the audio transcriptions. Under our call logs, it shows that 'Admin has disabled this transcription' for our automatic calls but we've enabled every setting accessible to us to allow for text transcriptions. Is there a security setting we're missing? Appreciate any guidance here.

Hi everyone,I'm exploring whether it's possible to integrate Zoom SMS functionality via API with Okta to send multi-factor authentication (MFA) passcodes through Zoom Phone SMS.So far, I haven't been able to find any official Zoom documentation covering this use case. I’m particularly interested in:Whether anyone has successfully set this up using Zoom’s API (e.g., sending outbound SMS triggered by Okta)Any necessary API scopes, endpoints, or prerequisites from Zoom's sideLimitations or known challenges you've run into (e.g., throttling, SMS deliverability, carrier issues)Whether Zoom Phone numbers can reliably receive inbound responses for verification flows (if applicable)Would love to hear from anyone who has attempted this or knows whether Zoom SMS is viable for Okta MFA workflows.Thanks in advance for any guidance or examples! 

I reached out to support but the confirmed this is not possible currently. We answer phones on a physical phone, but to help assist the staff answering the phone we were hoping the use the call summary and live transcription features in the app. It is not currently possible if the app is paired to the phone and the phone answers to the call to get those features.

Why does my phone keep ringing in my headphones after I've answered?  No, there's not another call coming in.It also continues to ring (in my headphones) if the caller drops the call before someone answers. Is there a setting to fix that?  If so, where?

I receive a two-factor code to my Zoom phone SMS for a certain system I access almost daily. The desktop preview notification on Windows via the Workplace app is perfect to see the code and enter it to the system. However, I wish I didn't have to click over to the phone tab, then SMS, then the message thread to clear the red bubble notification. Wondering if there's a way in Zoom or with a third-party integration to still receive the desktop notifications but automatically mark the message as read to avoid having to manually clear the message indicator notification. 

We migrated to Zoom phone last year and it's never worked properly. We've had calls going silent both ends, just us going silent but still bale to hear the other caller, and the latest one is that the phone rings and then when we try to answer it says the call has already been answered. We even had one client told by the system to hang up. I invited Zoom support to call me so they could experience the issues for themselves and they just never did, even though they said they did. Eventually they just closed the ticket because I didn't respond over the Christmas break. I'm on the verge of switching to another provider but I would like to know if it's just me.

I love that there is an SMS templates section in the admin portal so that I can make it easy for my call center volunteers to respond in a similar way. (Found in Account Management > Account settings > Zoom phone > SMS templates) I set up several SMS templates in the portal, but can't figure out how to use them when actually texting. We've tried the iOS app, the MacOS app, and the web app. Is there a setting I need to set elsewhere to allow my users to use these templates? 

Hi a few of our users are getting a "Call Salesforce API failed.  Please try again later."  Our admins do not see this issue so I'm assuming it's related to some permission but I can't seem to figure out what.  Does anybody have any ideas?

Hello i have a user where we recently implemented zoom in salesforce and when she is making a call normal behavior is that you can answer a call in salesforce or make the call there and then it goes to the notes section of the call in salesforce but for her it just goes back to the number pad, basically the zoom app takes over the call and the controls, and she needs to go back into history and log the call and make notes.she is the only user that has the issue. we had one other user with the same issue but when i revoked the Outh2 for him in salesforce and reconnected it, it worked for him. i have tired to uninstall and reinstall, revoked the outh 2 for her, removed the zoomphone and readded it, tried different browsers and cleared cache and so on. checked all the settings and nothing stands out.  what could i try that would help?thank you 

I installed SF Zoom for Lightning (ver 2.27). When viewing "Permitted Users" column in "Manage Connected Apps", it always displays "All users may self-authorize", even though when I go into "Zoom Integrations Oauth" it shows what I changed it to, "Admin approved users are pre-authorized". I don't know if this is what was causing the issues that I experience (incoming calls did not pop up the Salesforce Lead even though the softphone layout setting "Screen pops open within" is set to "Existing browser window". When I changed "Zoom Integrations Oauth" "Permitted Users" setting to All users may self-authorize" that issue went away. However, when it comes to outbound calls, the Salesforce Lead still does not pop up. To recap:1) "Permitted Users" was set to "Admin approved users are pre-authorized", but in the Manage Connected Apps screen, it always shows "All users may self-authorize". I suspect that it is neither one or the oth

It is great to be able to travel and have a phone internationally. It will be great if all countries can one day be included. The cutover from Skype was really super rough! But now it seems to work.

I have unassigned the Zoom Phone licenses from 2 users and removed their DID numbers, but I can't figure out how to remove their extension from the account without removing the whole account. They do not want an extension in the Zoom phone system any longer, but they use Zoom meetings all the time and don't want to be deleted. Is there a way to just remove the extension number once you remove the Zoom phone license ? 

Over the past few weeks it is suddenly hit or miss whether I can hear the caller.  I test the settings afterwards and they are fine. Also, my phone is ringing, along with my computer, but not giving me a way to answer on the phone, until it finishes one cycle of trying, and continues to ring longer on a 2nd cycle, then the interface on my phone pops up on my phone to answer.  Why all the sudden bugs? 

I just bought a new Samsung phone. I cannot connect to my car's Bluetooth audio through the Zoom app at all. It is very frustrating. I cannot find an audio setting in either the app or website that helps. My Bluetooth audio is working perfectly for evey other app.

Just setting our Zoom phone system up, have connected Hubspot and Zoom using the integrations... however there's no contacts being synced to either the desktop or mobile apps (without this it would be pretty pointless). Any ideas what I've missed or what might be broken?I'm the admin on both accounts

Hello, Is there a way to use my Zoom number to register on WhatApp. Regards

Can i route auto receptionist to Zoom contact center without a phone number assigned ?Also can i assign an extension to an IVR without any phone number . Can someone guide me through this topic. Your help is highly appreciated. 

Hi there, We got several Auto-Reception set up , and some are considered as more "critical" One of them will (depending on IVR choice) redirect to a person in charge of taking emergency call.As this person change from weeks , we got to manually change the N° every week.As well, we would like to be sure that no know forgot to redirect correctly (One time we had a person in support team that just added a space before the number...so nothing would never work) We are currently setting up a "control" automatic call once a week, to ensure that everything is setup correctly.But I can't test it through the IVR choice.Like... if my Auto Recep n° is 064101010  , is there a way to directly compose a number that would reach the correct IVR choice?Like... 064101010#2 ? Thanks for your helpHo...and if you have a different IDea on how to manage this problem (whole thing...) le

Zoom Phone includes a Call Screening feature. (Phone/Settings/Other) I like the feature, but I would prefer to customize the message. (the default is "Hello. This user's calls are being screened. Please press 1 to reach the user.") Zoom phone provides ways to customize all the other possible messages you might want, but I can't find any setting to edit this message. How can this message be changed?

I am a super Admin for the account and we have a sites using Zoom Phone with two Poly Edge e350 desktop phones. The users at the site have reported that when these devices are on an active call, there is no external audible ring to indicate a second incoming call. Other than the beep that is heard in the handset only, which is not sufficient to alert nearby team members. Our goal is to configure the devices so that a second incoming call triggers an audible ring from the phone’s speaker, ideally at a volume loud enough for another team member to hear and respond by picking up a different phone in the area. Does anyone know if there’s a configuration or solution that would make this possible? If so, could you please share what steps would be needed to implement it?Thanks!