Phone

We have two call queues, CS and CSO.  Calls comes into the CS queue, and if no-one can answer (busy, no pickup) it it goes to the CSO queue. Members in the CS queue are also members in the CSO queue (amongst others). For the Call History in the Zoom App it shows if a call was answered by a CS member all other CS members can see that in the their Call History. But if the call has to go to the second call queue CSO, and a CS member answers the call from that queue, history shows to all CS members (except the answerer) that a call was missed in the CS queue, and only the member who answered the call from the CSO queue can see it was answered. This has caused some CS members to call back the "missed" number, when it didn't need to happen. I'd really like it that all the CS members should see the call is answered in the CSO queue just like it happens for the CS queue. Interesting enough, I am not in CS but in CSO, and I can see the call was answered by a member of the CSO queue.&nbs

Is it possible to disable video calling between zoom phone users, but allow them to join external meetings? 

Hi there,  I understand that we can autoassign extensions, but I'm wondering if there was a way to autoassign direct phone numbers? Doesn't have to be a specific area code, just whatever is available?  This will greatly help our scaling from dealing with manual work. 

Whe use Zoomphone and Integrate Calls in current Zoom-Meetings. When a person participating per Phone-Call presses *6 to mute or unmute or *9 to rise they`re Hand, an automatic Voice speaks (for example: “you are mutet to unmute press *6”).  How can i to change that automatic voice to german? The Language-Problem is only with Zoomphone. The account Language is already set german, and if a person calls in to a Meeting per Meeting-ID and Meeting-Password, the automatic voice for those People is in german.   

On May 22, 2022, the option to permanently switch to the new Zoom Phone Common Area management experience became available in your Zoom Phone web portal. Switching to this improved workflow will make it easier and more consistent for admins to add and manage Zoom Phone devices in Common Areas. All accounts that are still on the existing experience will be automatically migrated on January 1, 2023. If you haven’t already switched and want to start using the new Common Area management experience, log into the Zoom Phone web portal and perform the upgrade today by clicking: Systems Management > Users and Rooms > Common Area Phones and selecting the “Update Available” message on the right-hand side. For more information on what this change means for your accounts, please read our

Is there any way you can remove or unassign or see what template is added to a Zoom phone user? When we create Zoom phone users, we assign different templates depending on security settings, etc.  I know where I can manage the individual templates but I cannot find a place where I can remove the template from users or see what users are assigned what templates. Any help would be appreciated 🙂 

Hi,I have zoom phones working inside Salesforce, but I have an issue where I cannot get the Task which is created on an incoming or outgoing call to appear automatically with the screenpop.I can make it pop for a new task, or related lists, but I cannot get the task itself to just pop on its own.Anyone able to get this working by chance?

When sharing a voicemail, I am able to pull up any user or call queue in the search, but when I search for an Auto Receptionist by name or extension, no results are shown. 

Is it possible to forward extensions for people who left the company to other users or to just add additional extensions to a user?I don't want to have an extension just dropping calls when someone leaves or moves departments.

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EN LA INVITACION A RENOVAR EL ANIO DE SERVICIOS, ME DICEN QUE SEGUIREMOS CON EL MISMO PRECIO, Y ME HAN INCREMENTADO EL 50%, ES TERRIBLE, QUIERO QUE ME DEVUIELVAN EL DINERO O ME MANTENGAN EL PRECIO DEL ANIO PASADO.

Can individual users record calls with Zoom phone? Not a team that takes calls from a Q.I have people with individual lines that want to record interviews. Each has their own personal line, nothing is shared.    

How do I manage the customer names on incoming calls?I need to know how to manage  customer names that come through the phone system. There is nothing in the phone system that tells me.

Hello, We have automatic call recording for all of our sites with our own IVR greeting message that includes a disclaimer that the calls are being recorded. The problem is that when a customer calls in and selects from the IVR,after hearing the disclaimer, there is another automatic Zoom call recording notification that starts to play when the company employee answers. Is there a way to remove this since we have our own disclaimer? I understand its a legal issue but as long as the caller is notified that the call is being recorded everyone is conforming to that law. Any guidance is appreciated. We have many of our company sites complaining about this.

I'm running historical call queue reports. For a couple of the months, a team member is not showing any stats at all?  If a member does not turn their queue on, would that be expected? That they would not display on the report at all? I would think it would still show the user, but with 0's across the board. Can anyone provide any insight? TIA!

Users,  Queues, Auto Receptionists and Zoom rooms are not receiving inbound calls.    Anyone else experiencing this issue?

I have a few small remote offices using Poly VVX250 phones.Main DID rings a call queue (we'll call Q1) that has phone 1 & phone 2, ring simultaniously.  A manager at the office is at phone 3.  Is there a way for Phone 3 to "pull, pickup, transfer" the call from Q1 if the people are helping customers at the counter and unavailable to answer the call?Thanks in advance for your help.

I currently have call queue recording enabled for a queue.  Inbound calls record just fine, but I noticed the option also included recording for outbounds.  Now, when call queue agents make outbound calls they do so from their respective extensions/lines, so these calls aren't captured by call queue recording setting.How do I enable outbound calling from the queue so outbound calls made by agents are recorded?  I know I can record on their respective lines, but would prefer to keep it a queue setting.  Thank you for any assistance you all can provide.  

Is there a report that I can view that shows me the time an individual logs in and log out for zoom phone?  if so, where can I find it?  Thank you in advance.

I had to add another call queue, and I'd like to move it up in the option list (i.e. it's now Press 6 and I'd like it to be Press 4). I couldn't see an option to do that. Anyone know how?

We have a few call queues that we use for daily operations. One particular call queue is doing odd things. This call queue uses a Main Auto Receptionist that routes to our customer care line. The most frequent issues are:Call shows up on screen for a split second, then disappears. Nobody answered it, because they did not have time to do so. This has happened several times.Call shows up for me, but does not show up for anybody else. The call eventually comes through the queue a few times, and it shows up for someone. Call does not show up at all. It shows in the logs as a missed call, and ran through the queue several times.We have double checked the auto receptionist's routing, employee call queue status, and employee settings. All look exactly like they should.  Another separate issue: One of our employees is getting a Network Not Available error message in the middle of every phone call. It will drop th

I need a way to automate the bulk import of contacts from a CSV file to the External Contacts of Zoom.I know I can manually import a CSV file but I need a way to automate this process so that the external contact stay up to date with my CRM. Is this possible / doable? Am I thinking about this wrong? My goal is that when an external caller calls one of my zoom phone users their caller ID pop up shows the contact information of the caller (assuming the caller is our contact list).      

Hi, we signed up to Zoom Phone over two weeks ago and until now we were not able to receive any calls from any mobile phone. The only calls that go through are the one made from the Zoom network. We don't know what to do anymore, we are chatting with the support team over 10 days, and nobody could fix the issue yet.Everything in the setting seems to be good, but when we call the given number, it hangs up or gives a sound like the line is busy or does not exist. I appreciate everyone's help.

Hi!  I'm hoping someone can help since my plan doesn't qualify for Zoom support with a real person.  I have a Pro plan and purchased 2 licenses for US/Canada Unlimited Calling plans.  I chose a company main number, assigned myself an extension and my colleague and extension.  I also set up a custom voicemail greeting.  When I called the main number and my extension, it just says, "The person you are trying to reach is unavailable- goodbye," and hangs up.  It's clear that if someone is trying to call me, they can't get through.  Can someone help me figure out what's going on?

At zoomtopia last week, it was mentioned that there are new reports for call queues for per-agent reports call "User Performance Reports. I can't find them anywhere in the portal, though maybe they just meant that these were going to show up in the near future; anyone know anything?I've asked our account rep but haven't heard back.d Picture of the slide from the zoomtopia session is attached....