Phone

Hi. Recently I currently cannot receive external calls to my Direct number in Zoom, but I can call out. Is the system down?

We have Zoom Phone Basic.  Callers are able to leave a message at our number (just tried it myself), but neither the call nor the message appear in the appropriate tabs in the Phone section of the web portal.  What am I doing wrong?  

Hi, My porting order was completed today and I want to use it with my Zoom Workplace app. I have been in the administrator settings, but I cannot assign it to myself or any other extension. I have 2 licenses, but only one phone number available, which is one that the system generated. So I have two users, but only one phone. What am I doing wrong here? I tried searching and the chat agent, but I am getting nowhere and my company is not receiving calls!

I just completed a recorded Zoom Phone call, and while I can play back the recording, I don't see a way to download the recording. The help articles seem to suggest that I should have that ability.  This shows what my options are for the recording: https://www.icloud.com/iclouddrive/005Y3q_RTojM9mURC-zggyLNg#Screenshot_2024-10-30_at_3.22. 

sorry we are unable to complete your call at this time zoom please try again later

Hello, We have an issue with Zoom phone on our Wi-Fi network and are looking for suggestions. The problem seems to be related specifically to Zoom Phone (as in, there are no reported issues during a Zoom meeting, or any other non-Zoom related network processes) This is an issue we have been able to recreate several times on Wi-Fi (issue does not occur when connected by ethernet) . Here is what happens. If a user is on our wifi networkZoom phone call takes 15 seconds before audio connects (dead silence for 15 seconds then everyone can hear each other)Call drops at exactly 2 minutes (almost to the second).Zoom logs report all green (as in no issue reported) but also no audio data is being sent or received from the user that is on wifi. We've been recommending users plug into the network but thats not always viable. Also this only seems to happen on our wifi (not when a user goes home or off camp

We have a location in a different state that is having sound quality issues.  I'm new to the IP phone arena.  We have the same phones here only  we have bout 80 phones where the problem city only has 3 phones.  Not sure where to begin looking?

Hi Zoom Community user,I have installed zoom for lightning in my salesforce ecosystem. After trying and configuring zoom phone i found that Zoom phone icon is not visible in Custom Lightning App from Applauncher but its visible and working for Sales, Service console apps.Could anyone please let me know if there is any config i need to set to make it visible for all the custom lightning apps.One more issue i am facing with it is that for some users Icon label is showing as "Phone" but for some users its label is showing as different one like "RingCentral" which is another call center. How do i rename that.Please help me , stucked here.#salesforce

I am wholly unimpressed with this so far. I ported a number in and received a confirmation email today, but could not get it to work. I can at least call out now, but it WILL NOT RING for incoming calls. Goes straight to voicemail...which I left a test message on, but it shows up NOWHERE. I also setup custom voicemail and that's not working either. On top of it, I tried to get support, and when I put in my meeting ID and pin, it tells me I'm not eligible to speak to someone! NOT HAPPY AT ALL

the zoom app. when i listen to a voicemail it keeps staying on same volume (almost the highest) i can not turn it down. if i do lower the volume on mobile, it goes back up to the same volume when i listen to a new voicemail.   any idea?

Hi,  We have a Zoom Phone system account and a local PBX without PSTN access. we can setup BYOP using SBC between Zoom and PBX and call between Zoom and PBX users are working, we also can make inbound call to PBX user via external contact, I am not using BYOC for PSTN access but Zoom provider exchange. Can I call PSTN from PBX users through Zoom phone system? if the answer is YES,  any document or idea how to setup the BYOP SBC (Ribbon SWe Core) Thanks, Simon

Hi there, A couple of my contact centre agents have reported that their status changes automatically from Ready to Not Ready several times a day. They work in separate locations and one is a hybrid worker who says the issue occurs when in the office on the corporate network and when at home on their own internet. Has anyone experienced this behaviour with Zoom Contact Centre? Many thanks,Matt.  

Would love to see an option to schedule opting in or out of a call queue. I already use business hours, which is great! But I normally work in my office in the mornings and I'm out in the field in the afternoon. I don't want to receive calls from the queue while I'm out in the field, but still need to receive calls to my extension. Currently I'm switching it manually, but I often forget to opt in or out, potentially missing calls.

Hi,I'm an IT tech at a small firm. We are using Zoom phone with Poly CCX 600s. Our CEO used to be able to Intercom his assistant and she would receive a short notification before being able to accept the call. The assistant had a older style headset that would plug into the back of the headset RJ9 port on the Poly phone, but we got a new headset and the Intercom works differently.The new headset is a Yealink WH64 Wireless Headset. It plugs a micro usb into the phones usb A port and works great except for the intercom function. When the CEO starts an intercom, the assistant's phone will receive no notification and will automatically answer the call. The call is also automatically muted so the assistant is not coming through at all.Ive tried a Yealink EHS35 micro to rj9 cable and the headset does not detect the desk phone at all, no audio between them even after making sure the phone sends it to the headset.Any advice or setting I c

Hello, I have a user who has marked all notifications in the Activity Center as read (both individually as well as using the triple dots and marking all as read), but each day her notifications come back as unread. I believe that they are reappearing after each time the application is reloaded. This is in the Zoom Phone System section because this only seems to be happening with Zoom phone notifications specifically, Voicemail, missed calls, etc.  I don't see any real settings we can change regarding the Activity Center Notifications besides allowing specific notifications into that area. We want these notifications to appear so the user will know that they have calls to return or voicemails to listen to, but how do we prevent the activity from returning after it has been marked as read? I have talked with this user and they have just updated to the latest version of the Zoom Workplace Client (6.2.3). She had marked all o

We are a Zoom reseller and were trying to configure our end users account. They have added an email account and delegated access to me but when i try to manage their account i receive the following error "Only licensed user can access this, please contact your account admin."The account i have is the owner and has a Zoom pro licence

Hi there, one user is getting the error message, "You don't have a direct number. You cannot start a new conversation" when texting some people.  She can text some people from the desktop app, but not others.We have been using Zoom phone for almost a yearWe do have 10DLC and a campaign approved / assigned.The phone numbers were ported into Zoom Phone almost a year ago.We haven't made any Zoom admin changes in the Zoom dashboard.We don't bulk send text messages.  Just used in communicating with our customers and vendors.I've send a text message to a person that she can't and it works fine.Any guidance would be appreciated. 

I am having a hard time wrapping my head around a potential solution for our call distribution desires.  We have a team of CSR's that I would like to receive calls based on longest idle.  After attempting to reach those users, I would like the call to overflow to another group of users.  I believe I can accomplish this with (2) call queues.  However, if the call goes unanswered by both groups, I would like the process to start over.  If the call makes it through the cycle again, then I would like to overflow the call to an outside number for our answering service.  Any ideas on how to achieve this type of rotation? I considered a third an fourth call queue, but I didn't want to have our CSR's turning off/on two queues every day.  Thank you for reading!  

We have a situation where I would like an “on hold” audio track to play while ringing our first call queue and that audio file seamlessly carry into the overflow to second call queue where we add additional members. Any way this could be possible? 

I haven't found a clear answer, so, I am hoping someone can help (and that their response can help others): I recently signed up for the Zoom US & Canada Unlimited plan for my small business.I paid for one licenseMy business partner and I would like to set up the Auto Receptionist so that if someone dials our Zoom phone number, they can get routed to either my or my partner's cell phone based on which option they choose. This way, each of us can have separate extensions listed on our business cardsTo make this more visual:External caller calls Zoom phone number -> Auto receptionist responds and says "Dial 1 for Person A or Dial 2 for Person B" -> Externall caller dials 1 and call gets routed to my cell phone number (NOT the Zoom mobile app)Question: Besides the charge from my cell provider, will Zoom also charge me (either through a single fee or met

On my company's plan, I have a user who very rarely uses her number and would only occasionally get inbound calls. I want to forward her phone to her cell, however when I try, I notice it says "I acknowledge that calls forwarded to the PSTN may be billed based on usage, per the terms of my calling plan". I'm not privy of which tier of plan the org has, but we have a toll free number, a decent number of users, etc.  I tried reaching out to customer support to get clarification on this, but the slow responses are as clear as mud. I'm just trying to find out if there's a fee for forwarding, how much is it?  I get my own calls forwarded occasionally when I am not at my desk to receive them, however they don't last more than 1-2 minutes. When I set up my own call forwarding 2 years ago, I don't believe I saw this same verbiage on it. I definitely would have thought twice.  TL;D

We use NetSuite's built in telephony system in combination with Zoom's click to dial functionality.  We have been using zoomphonecall://{phone} without issue for years. As of today, it's no longer functioning. Nothing happens when clicking the phone number link.  After going over Zoom's developer documentation, I've tried various forms of the URI scheme. Only one I could get to directly dial is "zoomphonecall://+1234567890? ", in which case it of course only dialed 1234567890. Not very helpful. If anyone has any additional information, I would appreciate it. 

We have most of our employees on a soft phone using the desktop app, with maybe 10 users on Deskphones. When I create a Paging group and only have softphone employees, I get "Sorry we are unable to complete your call....". When I put someone with a deskphone (VVX250) it rings to them and the message is played after pick up. So I have a few questions: How do I get paging to work for those on a desktop app?How do I get it to page out to the deskphone and not have to wait for them to answer? 

We are experiencing some inconsistencies with text messages going through on the desktop. The user will not be notified that the message did not go through. It simply will not send and will leave the recipient not responded to. Has anyone else had this issue?  

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