Phone

Hi All,Two of your Community Super Champions discussed Zoom Phone on Lord Zoom LIve. If you are new to Zoom Phone, or interested in what is possible, they I suggest you look at this content.Had to update youtube link  We hold regular events, you are welcome to joinJohn

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I am having issue with receiving OTP SMS. I have the call plan and phone plan, but I don’t have the 10DLC campaign. Do I need the campaign for receiving OTP SMS only? Else, what could be the issue preventing me from receiving SMS? 

Last week we started noticing complaints from our staff that they were not hearing anything one some phone calls. If a person outside the company called a staff, the staff would pick up the call but not hear anything. There’d be dead silence. Staff would hang up and call back. Then, both parties could hear each other. We have noticed that the issue has become pronounced. We have heard a lot more complaints. Regardless whether it’s an outbound call or inbound call or inter-company call, the dead silence issue appears every now and then for many staff members. The ones who make/receive a bunch of calls throughout the day are hurting the most.Zoom meetings also take over 30 seconds before they connect. We have noticed the dead silence issue from laptops, phone apps, over wired network, wireless network, and in different geographies. Has anyone else noticed this behavior lately? If so, how did you resolve it?We have a support ticket open. I thought I’d ask if others had inputs.

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We had an issue last year with one our mobile numbers being spoofed, we had to discard the number eventually as hundreds of people were being called and then calling us back (there were no calls made from us)Now this past week, 2 of our numbers have started receiving calls from people returning calls we haven’t made. We don’t seem to have support for our Zoom Phone service (other than ai chat).Anyone know what we can do? We’ve only ever had this issue since moving to Zoom. Many thanks

We are using Zoom Phone Smart Embed embedded as an iframe in our web application. We use it in combination with the Call Me On feature to route outbound calls through a mobile device.IssueWhen the mobile device (with Zoom Workplace app installed) goes to sleep (screen lock), the Smart Embed iframe on the desktop web application displays the following error:Connection Lost: It seems your session has ended.Please refresh the page to reconnect and update the device list.When the mobile device is unlocked and the Zoom app returns to online status, the error message appears to clear on its own. However, the user reports that they also need to refresh the Smart Embed screen multiple times — we have not been able to reproduce this behavior on our end and are still investigating.Steps to Reproduce1. Connect a Zoom Phone account to our web application2. Enable Call Me On in the Zoom Workplace mobile app and set the mobile device as the calling device3. Load the Smart Embed iframe in the web app

The desk phone of one of our users is beeping every 15 minutes or so. The phone is a Poly VVX250. I’ve replace the phone and patch cables, moved it to a different switch port, and rebooted the switch, but nothing seem sto help. I also set up another VVX250 in my office with the user’s extension and it too is beeping about every 15 minutes. So, it seems to be an issue with the user’s account or line. AI support was useless and my support plan doesn’t allow me to talk to humans, so I’m hoping someone here can help.

Does Zoom have a contact labelling option similar to Quo? We receive several texts a day, and if we had an option to label them based on priority or client status, it’d be easier to manage. If a client is active, I’d like to label them as active. If we are waiting on confirmation I can label them as Pending, as an example. Is there any work around?

We want to use one of our Zoom phone lines as a dedicated line for receiving text (SMS) messages.  The idea is that families we support (we’re a charity) could send a text to that line and one of our volunteers would call them back or respond by text using their own phones (not the Zoom phone).  I have acquired the Zoom phone number, but am having trouble figuring out how to set it up to receive SMS messages.  Everything I see in the Phone section of the Zoom Web Portal seems oriented around setting up SMS campaigns, which seem to be for outgoing text messages.  In this case we just want to use it to receive texts.  Zoom Help has been no help.  Can anyone tell me what to do so we can start receiving texts on that phone line?  Thanks!

Hi,  When pressing a number to dial on salesforce, the zoom phone popup on the bottom left on the screen always opens, when I already have the zoom app open and are using this as my workflow instead. I'd like for the salesforce popup not to pop up every time I dial as it covers vital information on my salesforce contact/account. Using a MacAir / Zoom Workplace most recent update Version: 6.2.6 (41824)  

I have a feature enhancement request in the hands of our Zoom account team and looking for some backers. Likewise, if you have a Zoom phone feature enhancement idea and need backing, I can ask our Zoom account team to add us to that request. Basically, the feature is for Zoom online fax. What we're asking for is in a configuration where you have online fax enabled for a Call Queue (CQ) or Shared Line Group (SLG) and have members added for online fax access. What we’d like to see is when any member of a CQ or SLG sends a outbound fax, that all other members of their respective CQ/SLG can see what all other members sent via their Zoom fax outbox folder. If you like this idea, please do contact your Zoom account team and ask them to add you to this enhancement request submitted by the University of Arizona. Thank you. 

We have been using SMS for over a year, maybe close to two years, and never had a problem.  But just starting today, nobody can receive or send SMS messages on their Zoom lines.   Did something change in the last few days to prevent this from working. I Do have an active 10DLC campaign for all my numbers. 

Hi everyone,We have been experiencing a complete inbound service outage on our main number for 3 days now.The problem:When anyone calls our main number (assigned to our Auto Receptionist) from an outside phone (cell or landline) they hear "the number you dialed is not in service." However, calls made from within the Zoom environment to the same number work perfectly.What we've checked:- The number is assigned to our Main Auto Receptionist and shows "Normal" status- IVR menu is properly configured and working- Business hours are set to 24/7- No changes were made to our settings before the issue started- Tested from multiple external phones (cell and landline), all fail with the same message- Other direct user numbers on our account also cannot receive external callsSteps taken:- Opened multiple support tickets- Contacted Zoom support via chat and phone- Zoom support confirmed the issue but has not provided a resolution- Attempted to escalate but tickets remain at Normal priorityBased on

I work in a medium sized office (roughly 40 staff) and have an issue with clients calling back and not knowing who initially called them. The sequence is as follows:* Office staff member calls client* Client does not answer* Office staff member either leaves a voicemail and the client just blindly rings back OR doesn't have a voicemail set up* Client calls back, goes through our auto-receptionist but doesn't know who initially called them* Office staff member that takes the call back shrugs their shoulders and tells client 'they will try you again if they need you'* Cue the client getting annoyed - and rightfully so! Is there a way to identify who previously called a specific number so the staff member taking the client call back can say "I see Staff Member X tried to call you previously - please hold while I transfer you over" ?? We currently use a Microsoft Teams chat but it really doesn't work effectively in managing the process. Thanks in advance!!

We have a physical phone in our lobby.   We would like for users to pick up that phone and be greeted by an Automated Receptionist message and only allow internal calls from the IVR.  Is it possible in Zoom to control the outbound behavior of a single physical device?  We don’t want anyone in the lobby tying up that phone for outbound calls.  We are using Zoom Phone, but not Contact Center if that helps.

Using an iPhone (iOS version 26.3.1(a))Zoom app version: 7.0.0 (33632)The Zoom app does not notify or ring while Do Not Disturb mode is enabled. I have configured both the Zoom and Phone apps to allow notifications, including Time Sensitive notifications.It used to work before, but recently I stopped receiving calls and notifications while Do Not Disturb mode is on.Has anyone experienced this issue?

Hi, We are in the process of switching to Zoom Phone from Ring Central. We currently have a set up where our field technicians have 4 digit extensions for the cell phones (AT&T). This group of employees are not zoom users nor is it applicable for them to be.  I’m a little lost as to where to start on recreating this setup. Any help is appreciated, Thank You!!! 

Hello,I am planning to automate the process of registering "Call Purpose" and "Call Result" in our SFA/CRM tool after a Zoom Phone call.My proposed workflow: Set up specific keywords (e.g., "Schedule a meeting", "Send documents") in Zoom Revenue Accelerator (ZRA) Indicators. After a call, AI detects these keywords through the Indicator feature. The detection result is sent via Webhook (phone.ai_call_summary_changed). Our server receives the payload and updates the CRM based on the values in the categories field. My Questions: Is it correct that the Indicator names set in the ZRA admin panel will be returned in the category_value field within the categories array? Are there any known limitations or latency issues when using Japanese keywords for Indicator detection? Does this functionality work for calls made from both the Desktop client and the Zoom Mobile app? I would appreciate any confirmation or advice on this implementation.Thank you!

I have an Audiocodes 405HD.  It seem to be provisioned, however it says it’s “OFFLINE”.  All of the options for logging in require information I don’t have.  Is any familiar with this?

Hi Zoom Community,I’m part of Esferasoft Solutions, a mobile app development company specializing in iOS app development.We’re currently focusing on improving app performance and user experience, especially during high-traffic usage.Here’s what we’ve worked on:• UI/UX testing  • Performance optimization  • Fixing crash issues during peak load  However, we still face challenges with scalability and occasional crashes. What are the best strategies or tools you recommend for optimizing iOS apps under heavy traffic?Looking forward to your suggestions and insights!Thanks in advance.

I am an account admin and Zoom’s support routing is broken. Every time I click Technical Support, it redirects me to Billing and Account Support. I cannot reach a human, cannot submit a ticket, and the virtual agent does not work. I need technical support for a user onboarding issue (Zoom Phone + Workplace Pro). Please escalate this to a human support agent.This is the exact language that triggers a manual escalation.

Hi, we are a UK company in the process of moving to ZOOM telephony. Just about everywhere in the Phone System Management section of the web admin centre the location defaults to US. How can we set the default country location to UK please?

I bought a bunch of yealink W60P back in 2021 but it’s been always hard to configure them and it appears they have been discontinued. Does anyone suggest an easy to setup handheld phone for high fidelity? I’m not looking for fancy, just don’t want to lose phone calls due to connection or device configuration issues. 

We are experiencing problems with our phone.  A recording interrupts our incoming calls with we are experiencing phone issues