Phone

Hi, I'm following the instructions in "SMS/MMS 10DLC Compliance for Zoom Phone and Zoom Contact Center" (https://support.zoom.us/hc/en-us/articles/5016496738445) and don't see this tab under Advanced on our admin page. Instructions: Menu: Am I in the right place? Is there something that needs to be done to enable it? Thanks! Todd

I have set up my system to forward to my cell phone and it is not working. From everything I can see the settings are correct but it is not working.

Hi All, I recently joined Zoom so that I could make calls from South Africa to Canada, but it seems that the service is not available on this plan that I selected. I recently purchased an Unlimited Plan to Canada but have not been able to make any calls. Each time I have tried, I receive the following message: "Sorry...the requested service is not available in your calling plan".  I added the international calling as an add-on to the above plan, but I still cannot make calls. Also, I am unable to receive calls, too! So now I'm confused ( have I not set it up properly? Am I not dialling numbers correctly?) and worried that perhaps I have purchased an incorrect plan. Can someone please assist me or give me pointers. Thanks

Hi, I’ve purchased a Zoom Phone license with the U.S./Canada Unlimited Calling Plan (1 license – active), but I can’t assign a phone number to my user.When I go to Phone System Management → Users & Rooms, I get this message: “You need more licenses.” I’m the account owner and the only user. No numbers are showing up for assignment.I also can’t manually purchase or add one from Plans and Billing.This is blocking me from making any calls, and I’m actively paying for the service. I’ve submitted a support ticket but haven’t received a response yet.Ticket number: TS1873868 Can someone from Zoom please resolve or escalate this? Thanks.Adam

I am seeing faxes from Athenahealth mostly but occasionally others, being split into two separate faxes.E.g. 1st fax pages 1-6 and then a 2nd fax with pages 7-11.Oddity is that it's also only one specific location/fax line seeing this behavior. Path is as follows:Zoom Fax # "X" > Auto Receptionist "X" that forwards to > EMR fax # "A"This is the one splitting sometimes Zoom Fax # "Z" > Auto Receptionist "Z" that forwards to > EMR fax # "A"This one, and many others configured similarly have never seen this issue This is all within their normal PBX config, nothing related to online fax.Our EMR vendor is at a loss.I cannot find any meaningful config differences between other fax lines, and the one with the issue.(Beyond the obvious like a different fax # and name).Hoping someone else has seen similar issues? Have not found anything as of yet...

I am new to Zoom and all I want is a replacement for Skype. Where is the phone icon so that I can call my mother? Please!

Is it possible to limit recording access for specific users/departments/sites.  I'll explain a bit further as I know I can create roles, but here is a scenario: User A at Site A has all their calls recording for auditing purposes. Someone who can can review the calls for Site A sees the calls from User A as expected. User B works at Site B in HR, and by default does not have their calls recorded.  When User A calls User B the call is still recorded because we record user A's calls.  Is there a way to prevent the auditor for Site A from listening to that call.   We use to use DVS Analytics that allowed us to provide some logic to that calls were excluded.

Our T57W Yealink phones were experiencing intermittent audio issues. We found that they were not on the latest Yealink firmware. Instead of 97.87.0.15 that was released March 10, 2025, they were still on 96.86.3.17. The Zoom Chat Agent couldn't explain why they haven't pushed out the latest release, does anyone know?  After I manually updated the firmware on each device through the IP GUI the audio issue hasn't resurfaced.  I just hope to not have to manually update the next time Yealink releases a firmware update.    

Hello,  Does anyone know how to apply a custom background and organization logo to replace the default Poly logo and background? We have about 200+ Edge E220s and I would love to integrate that element into our setup.  Many thanks.

I am the first person in the call queue and when I answer an incoming call using my mobile device, the switch icon appears at the top of my desktop Zoom app.  If nothing is selected, it will automatically switch from my mobile device to the desktop app without me doing anything.  I have reached out to Zoom and they are suggesting that I turn off my desktop application for phones but I never had this issue until I switched from a Galaxy to an iPhone.  We just recently added a Zoom Room to our account and thought that maybe it was detecting the Zoom Room so i can switch to that but calls I have answered while at home still have the switch icon at the top.  Has anyone else experienced this issue?  What am I missing? 

I have Zoom Workplace Pro and Zoom Phone Pro Global Select, yet Zoom is not allowing me to make outgoing calls to any phone numbers.  It tells me the requested service is not available in my calling plan.  What am I missing?  Do I need to change a setting or buy a different plan? Thanks in advance.

Hello Everyone  Is there anyone who can guide me how should i start to setup phone system for firm comany? I need the sequential steps in 

Our company is exploring the possibility of utilizing Zoom for text message communication with our business partners. We have noticed information regarding Zoom's campaign features and requirements for privacy policies and 10DLC registration. We have specific questions regarding this functionality: Phone Number Provision: Are the phone numbers used for sending SMS messages provided by Zoom, or can individual Zoom users send messages from their own registered numbers?Recipient Scope: Can Zoom users send SMS messages to any external phone number (our partners), or is there a specific directory or limitation?Best Prac

We are converting to Zoom Phone. Our old provider allowed us to set a user's phone so that incoming voicemails are forwarded as email attachments, and then automatically deleted (or not stored in the first place). We basically had three options: 1) store voicemail, 2) email voicemail as attachment, or 3) both.  It appears that Zoom supports options 1 and 3, but not 2. Did I miss something?  Many of our users, having dealt with a voicemail that they received in email, don't want to bother with deleting the original voicemail as well. Thanks!

When a voicemail is deleted in an email client (outlook for example) voicemail is deleted in Zoom. Other phone systems are able to do this I was very surprised to see Zoom is not able to do this.  This is a inconvenience to all users as they need to mange each voicemail twice in two separate applications (The email client and Zoom client). 

Hi. I wanted to have a specific set of users to always have automatic call recording enabled. I thought that I could do this by creating a "Group" in Zoom, and setting the Automatic Call Recording option to "On", and then assigning users to it. When I did that, the calls were not recorded though. If however, I go into each user individually, and go under their "Policy" setting, I can enable it there and it works, but I'd prefer not to have to manage this setting for each individual user. Is there any other way to apply the automatic call recording setting to a group of users? or is their something I could me missing that's causing the group setting to not be applied? I've tried locking it, as well as disabling it and turning it back on again.

 new basic member.  scheduled a meeting to myself, I do not get an invitation link as I have when other people schedule meetings with me.  iMac with the most current operating system

I simply want one main number for my business that one person is assigned to. However, it seems no one is able to reach us without entering in an extension number while dialing. How can I get rid of the extension number? Our hope is to just have one phone number for our business and one person assigned to receiving those calls. Help!

Has anyone figured out a way to do automatic call routing in Zoom Phone when the Salesforce integration is being used? We are currently using that for click to dial and screen pops, but there doesn't appear to be a way to automatically route calls using the client data that is already in Salesforce. Zoom Support notified me this wasn't possible, so I opened a Feature Request, but those tend to just sit there with very little progress ever made on them. Also open to looking at 3rd party apps if the Salesforce integration can't do it. 

Some team members would like to receive email notifications when an SMS comes in.Is this possible? If yes - how can we set that up? If no - what alternative is there?  

I've searched through the posts but I haven't found a discussion around receiving SMS only.  My company has a phone number through zoom and an approved Brand.  However, we do not want to send SMS we only want to receive them.  We can't create an SMS campaign because the questions make no sense for our business.  We do not, for example, have a privacy policy - or need a privacy policy for the work that we do.  Am I stuck or is there a solution?

Hi Zoom Community, I'm currently managing a Zoom Phone setup and have configured a Monitoring Group to allow certain users to listen to calls from both User & Common Areas and Call queues. The issue I'm facing is that the "listen" icon does not always appear for some calls, even though the monitored user is actively on a call, either through their direct extension or flow from a call queue. Here's what I've checked:Monitoring privileges are assigned correctly.Users and common areas are properly added to the Monitoring Group.The call queues involved are also included in the monitoring setup.Licenses are Zoom Phone ProZoom App version: Version 6.2.0Has anyone else experienced this issue? Are there specific call scenarios where the "listen" icon is intentionally unavailable?Any advice or clarification would be greatly appreciated.

I get calls from my bank for verifzing mz identy. The number of my bank is "Blocked by System" When I go into mz web account. There is nothing blocked. How can I unblock the system for that number? 

Hi All,I would like to know if I can automate sending SMS with Zoom Phone - Salesforce Integration. My requirement is to send an SMS at a trigger point on the Lead or Contact record. Like when Lead record status is 'Nurturing' then send an SMS to the lead's phone number.The documentation mentions that we can manually send an SMS to a lead or contact from the Zoom Phone widget, but there are no details on whether we can automate the sending of SMS.Please reply to this post if anyone has any information regarding this.

Hi all I have a few users who have Zoom Workplace on iOS devices , these are new devices, all up to date and have Zoom Workplace installed. When the users click on a Zoom link in Outlook for mobile they are greeted with "did not open Zoom? Tap to install Zoom Workplace app". I have uninstalled and re-installed the app, tried using different meeting links but get the same issue.  Any idea how I can troubleshoot this issue?