Phone

We have staff members that use the Zoom app on their cell phones as their work phones and are connected to our 1 gig Wi-Fi. They are receiving calls but then the app will not connect, and they receive a message "Not connected. Attempting to reconnect..." This is causing a lot of frustrations for our constituents and staff. This is not the same experience on our hard phones or computer app, but the whole company is mixed on how they use Zoom. Anyone else experiencing this?

So I have gone through all the testing, uploaded the new audio drivers, eliminated all other speaker options.  The issue seems to be somehow related to the cell phone, when I start up the computer with the cell phone turned off the problem does not occur directly.   I have terminated the cell link from windows, but still if the cell phone is on, I can not use the Zoom Phone, pretty frustrating, especially when I have to use 2 source verification or want to receive cell calls.  Any ideas from people more savvy than I.

HiThis is a new problem. Everything worked fine yesterday so it is not a problem with internet connectivity, firewalls etc. etc. I have Zoom phone. Today I find that it works on two different Android phones when using the Zoom app but does not work on two different PCs. On the PCs, I can dial and connect but cannot hear or be heard. Thanks for your helpMitch

can we setup a toll free (1800....) phone number for our business that will forward to our actual business phone number?we have zoom phone numbers

We use Yealink W56H. I have two locations and two call queues with members assigned. Are the users of the call queues able to check the queue voicemail on the physical phones or is the website the only option?

Is there a way, when a call queue goes through several overflows, to direct voicemails back to the original queue when they reach the end of the the overflow?  For example I am setting up the following queuesSales Team ASales Team BSales Team CI also have these overflow queues:All Sales EmployeesAll Phones The overflow for each sales team is this:Sales Team A -> All Sales Employees -> All Phones -> VoicemailSales Team B -> All Sales Employees -> All Phones -> VoicemailSales Team C -> All Sales Employees -> All Phones -> Voicemail What I want to do is when the overflow reaches the voicemail, it goes to the relevant sales teams voicemail inbox. For example if a call came into Sales Team B and rang through to voicemail, I want it to go into the voicemail inbox of Sales Team B. &nbsp

Dear Zoom Support Team,We have been experiencing an issue with our Zoom Phone lines for the past two days. While inbound calls and outbound calls to non-Singapore numbers are functioning correctly, we are unable to make outgoing calls to Singapore numbers.Here are some additional details:Inbound calls: Working fineOutbound calls (non-SG numbers): Working fineOutbound calls (SG numbers): Not workingThis issue is impacting our operations, and we would greatly appreciate your assistance in resolving it as soon as possible.Please let us know if you require any additional information or logs to diagnose the issue.Looking forward to your prompt response.Best regards,Sangpi

Hi!I work in the IT department for my company. We depend on getting emails containing voicemail. We received a ticket this morning that some people had left voicemail that the appropriate recipients didn't get. There were 16 voicemails recorded for one of our user accounts. I did a Message Trace in Office 365 and only 14 emails arrived from Zoom for that associated email account. I have no way of knowing if Zoom failed to send the emails or if Office365 silently dropped them. Is it possible to get email delivery reports from Zoom? It would be great if I could send such a thing to Microsoft support and ask why they're dropping our emails, if that's the case.

Dear Community,This 10 DLC Campaign approval process needs more structure and clear guidance on what is required and how to complete the form.I have tried all but my campaign has not been approved. Each time, I am asked to fix this, or that. Once issues are fixed, case gets declined or rejected again for a new reason. At some point, it does not make any sense.  The last instructions I worked on was about adding contact information to online presence. After making changes, I re-submitted my request for approval. I was surprise that my request was rejected again.Upstream CNP declined sharing request for campaign XXXXXXX.Explanation: Brand name inconsistent with online presence. Privacy Policy/Statement missing from online presence. XXXXXBrand name and trade name are not the same, an explanation with proof has been provided. Does anybody has an idea about to so

I just signed up for Zoom Phone and my profile page indicates my accout has been activated. However, when I try to call out via zoom, I get the message "Service is not available in my calling plan."

We have recently cancelled our Zoom Workplace Business plus with UK/Ireland Unlimited and repurchased a Zoom Phone UK/Ireland Calling Plan only, to be used with the Zoom free meetings plan. However under phone system management all our users are still showing up as being assigned Zoom Workplace Business Plus. I made a change to one user’s profile (upgraded them to admin) and this has led to them having Zoom Workplace Business Plus automatically removed from their account and they are now showing up as being assigned Zoom Phone Basic, and have lost their Zoom phone functionality. However I am unable to assign them a new calling package; the option for the new Zoom Phone UK Ireland Calling Plan is not available when I go to assign package - in fact there are no package options at all. Can you advise?

I'm having an issue at the moment with my Zoom PhoneI'm not being alerted when calls are coming through and am just seeing missed calls once the call rings out, so I'm currently unable to answer phone calls.The phone isn't ringing and there is also no pop-up visual alert when someone calls - I just see missed calls.I tried calling myself from another phone and it was ringing but I couldn't see anything in Zoom until I hung up the call and then it showed as a missed call

Received an email notice that Phone Management is being updated to "Number Management" portal. The email also states the following: Zoom will discontinue the existing “Phone Number” section, and the new “Number Management” service will become the default number management interface starting on January 15, 2025​​. My question is, as an Admin, do I need to manually update? Or will this update apply across the board regardless of intervention? 

We are new with Zoom Phone.  I need to create a role that will allow creation/deactivation/deletion of Zoom accounts and assigning those new accounts Zoom Phone licenses (only).  Basically, this role will allow management of accounts that have phone licenses.

Has anyone else encountered audio issues with Zoom on T-Mobile? Several users (iOS & Android) can't hear or be heard during calls over their data connection. We've submitted a ticket with Zoom and confirmed basic troubleshooting, but Zoom claims it's a T-Mobile issue. The call quality dashboard for Zoom shows no receiving stats for T-Mobile users, so it does seem like maybe a port issue on T-Mobile's end. Looking to see if any others are experiencing this. 

HelloI want to enable receive sms messages. I need to verify my tik tok business account and how can I enable receive sms messages. When I open mobile app and go to phone I have only 3 options: history, voice mail and lines. I don’t have sms.

As we've been rolling out Zoom Phone to our users, we now have several sales folks and managers using SMS.I've fielded several complaints that they "miss" messages because the sound that notifies the user is not loud and happens very quickly. Has anyone found a way to modify which sound and level of volume we can get for SMS messages?

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Hi does anyone have experience of using Zoom for VOIP calls in the UK with using a ATA so they can keep their old phones?  If so what ATA is the simplest to use with Zoom with minimal set up? Thank you

Is there a way to pre-screen incoming external calls to gather information like their name, company, or reason for the call? That way the person receiving the call has more information on how they'd like to handle the call (answer, decline, VM). I like the idea of sharing extension numbers and DID# to others BUT, I don't want our executives and upper level managment to be blindsided by someone that obtained their DID# through incorrect channels. I see there is a User Setting for Call Screening - "Incoming direct external callers will be prompted to respond to a button to reach users, callers who don't respond will be disconnected." This seems to be on the right track, but extremely limited functionality.

We are new users just trying to tweak our system to work the way we need it. Our current issue is when one of our people are on the line, it won't register an incoming phone call to that line, nor will it put the missed call in that line's history. There are times during the day when only one person is tending the phones (staggered shifts early and late in day). In this circumstance they don't know what they have missed a call, unless a voice message is left by the caller.

When we rolled out Zoom Phone, we gave everyone a desk phone.  However, some people like to use their mobile device or desktop application instead.  For those people, we want to reclaim the phone for new employees that would like a desk phone. Is there an easy way to generate a report that shows provisioned desk phones and the number of phone calls that desk phone has been involved in?

I am able to pull data out of our EHI program called Alayacare.  It's a straight CSV file.  I have to move these values into Zoom test import file to bulk upload external contacts.  The problem with this is that the CSV file format does not like +'s and I am having difficulty formatting the CSV file phone number to E.164 format (+15415555555).  Does anyone have any tips because I have to deal with this everytime that I import contacts. The Zoom external contact system won't accept the CSV import if the phone number is NOT in the E.164 format. ThanksJoe

When our users put their phones on DND it doesn't change their BLF on the rest of the phones to red so others in the company don't know they are not available.

Hello, We have our users set to display our main number through a call queue as the caller ID. However, the caller ID gets changed to the individual number associated with the user without anyone making the change in the settings. Is there a way to stop this from happening?