Phone

The caller will hear, "This call may be monitored for quality assurance purposes," when someone dials the extension or the 10 DID of one user. We have verified that call recording is disabled for this user and is happening to only one user.  

It's nice to see zoom become the first third party app to support this new feature on iOS however even after selecting it for calls, it does not seem to work. Is it not fully supported yet?  

I am attempting to add all our physical locations for emergency services however when I add an address it just says "no data". Is there somewhere else in the system I need to add it first?

Please advise and what is required if anyone has advise on Porting of a number in South Africa to Zoom.?

When I am texting an individual number, I can add as a contact and their name is displayed. However, when I start a group text message, it won't let me rename the chat, like "Joe Smith's Family." Is there a way to rename it without having to add every single person as a contact?

I work in I.T and have just had a customer call stating that whilst they are in a MS Teams meeting, if they were to receive a call to their Zoom Phone, it would disconnect them from their Teams meeting and automatically answer the call to their Zoom. They stated they have never had this issue (nor have I seen this issue before today), and they stated that this is happening to around half of the workers (small business, around 10-15 employees). I'm personally unable to test this issue without the involvement of the customer as we don't use Zoom Phone, and we also would not like to inconvenience the customer at all. The version of Zoom the customer is running is 5.16.10 (26186)Would heavily appreciate if anyone has any knowledge on this issue that can be provided.

Hello,We have a call center with federal requirements to provide anonymous support for our hotline callers.  Is there a way to remove the caller ID or prevent it from showing when it goes to a call queue or attendant?  Our hotline counselors and volunteers should not be able to see the caller ID from the original caller. Any ideas on how this could work? In our previous system we forwarded the call to another number that redirected to our call queue.  However with Zoom, we are still seeing the original caller's Caller ID. Is there any way to make a custom call route that may help us do this? Thank you! 

We have a Voicemailbox for compliance, and we can't capture any data that could be tied to an employee.  Is there a way to have a VM box not capture the who called #..  or anyway to mask it only for the one number? Thanks!

In the call queue, Call Distribution there are a few options.  Simultaneous, Sequential, Rotating, and Group Rotation.  In particular, we want to test out the group rotation so that one set of specified members gets the call initially, but another specified group would take it if the first group was busy.  When selecting the option, it only asks how large the groups should be.  Is there a way to specify who is in what group?  We only need to have 2 groups, but split into teams of specific members.

Hello, I have a zoom phone number and I am hiring an admin in South Africa.  I am based in the U.S.  I want the admin to be able to make calls from South Africa but to numbers in the U.S.  Is this possible?  I would ideally like her to log in and use my current zoom number. Thanks.

I want to use the same number for extern call for multiple users. Can I do that ? I'm not able to do it.

I purchased Zoom Phone the basic package ($15). I got a number and I went through the setup.  When I try to dial a number it tells me it is not in the plan. The number is in the US. What is it missing. Also it assigned an extension number that I don't want. How do I get rid of it?

Where is the setup location for music on hold for Parked calls.  Found all the spots to set m

I am trying to find the so called Contact Center Management , can someone please tell me where it is? Thank you!

Hi, I'm looking for a way to remove the extra bit that zoom has automatically tacked onto the auto receptionist that says press 0 to talk to the operator. Even when I set 0 to a different function it still says that. For example, if I set 0 to leave a voice message it instructs the caller to press 0 to leave a voice message, but then it also follows that up by instructing the caller to press 0 to talk to an operator. I see other posts on here telling people how to set an operator, but that's not what I want to do. I just want to remove this instruction. Thanks

Hi All, [SEE UPDATE AT BOTTOM] We are a school with Zoom VOIP phone service and a mix of Polycom VVX 311 and VVX 411 phones.  In one of our buildings, we perform intercom paging by calling into an Algo 8301 IP Paging Adapter which is paired to a Bogen PCM2000 zone paging system.  When the algo receives our call, it plays a chime to let us know it has answered.  We then need to press some buttons on our phone to signal to the PCM2000 which zone we would like to talk to.  For example, the button press we use most often is *01 to page to just our internal building speakers. Our issue is that the button presses are very laggy when we do them from the Polycoms.  The tones don't come out right away and often come out in a burst all at once.  It doesn't matter how fast or slow we dial the sequence.  There's always an unpredictable timing to the tones coming out.  Because of that, we frequently

I bought a Zoom line to keep my personal cell phone and business number separate. I've been able to set up the phone so that it rings and I can make calls out. However, when anyone calls my business line, my cell just rings like normal. I can't tell if it's a call for my business or if it's a call to my cell. It shows the caller ID, but that doesn't differentiate between personal and business.I'd like to know if it's a business call so that I can answer like, "Thanks for calling ABC Business."Is there a whisper message feature or some way to mark which calls are coming from my business line? 

For some reason calls are going straight to my voicemail.  Calls are not ringing on my computer or phone   

Today when i just dial a number it appears that your account is de-active contact to your admin. How can i fix it

I get a message "You need permission to access call recordings. Please contact your Admin to request access"  I can't find where to go to get this access and to make it confusing I am the owner of the account and the sole user so I must be the admin.  All I want to do is hear the recording of an outgoing call. Thanks for the help 

I am trying to port a number and its been on pending for almost a week now 

When I'm in call, the hangup softkey is on another screen - very annoying as I use speakerphone nearly exclusively.   I read an article on how to change "features.cfg" as a means to remapping these softkeys, but that sounds like something which will be wiped out whenever a provisioning/phone update takes place.  Is there a better way to change the softkeys?

We have a shared phone group for our front reception desk that has a few members of our administrative staff who rotate behind the desk when our dedicated reception is out of the office. Recently, they brought to our attention that they get bombarded with voicemails from the main office line when they have the shared phone group turned off. Is there a setting that I am overlooking that includes suppression of them getting voicemails on top of phone calls when they toggle off the shared group as they no longer need to be answering calls from that line?

We are using ZoomVDI in VMWare Horizon. We have the plugin installed on all client machines and in general its working great.  We have a few requests for wireless headsets. Ive grabbed a Jabra and a Poly headset and both seem to have the issue where the audio works fine but I cannot pickup/end a call from the dedicated button on the headset.  Does anyone have a good recommendation for a headset that is known to work with this setup ?

For Zoom Phone system, how do you turn off the call queue automatically when the user is out of office? Let's say we are using a call queue Monday - FRI with 9AM ~ 5PM. If a user is taking a day off on Friday, I see that we can set or automatically set "Out of Office" status in the Zoom Workplace app. But this does not stop them from receiving the call queue. According to this documentation here, it looks like we can turn on "Allow queue members to set their Business Hours," which will "allow" a member who is off on Friday to be not be in the queue. This is not the case. After testing, even with "Allow queue members..." enabled