Phone

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.... 

We switched to simultaneous call routing in a call queue a few weeks ago and noticed that sometimes the wrap up time is not happening. Zoom acknowledges  this is occurring and is investigating.  Anyone else noticed this issue? Wondering if isolated to us.

Is there a way to route calls to 3 users based on an on-call rotation?WeekdaysMon – Fri:6AM – 6PM PST:Primary:SecondaryTertiary:6PM – 10PM PSTPrimary:Secondary:Tertiary:10PM – 6AM PSTPrimary:Secondary:Tertiary:WeekendsSaturday:Primary :Secondary:Tertiary:Sunday:Primary:Secondary:Tertiary:

Ich verwende Zoom-Phone sowohl über die mobile App für das Handy, als auch am PC.In den Einstellungen zu Zoom-Phone über das WebInerface sollte sich bei den Einstellungen zur Anrufbehandlung bei den Geschäftszeiten eigentlich einstellen lassen, welche Geräte/Programmversionen klingeln sollen, wenn ein Anruf eingeht. Hier erscheint jedoch nur die Zoom-Anwendung als einzige Auswahloption, während die Mobile App überhaupt nicht angezeigt wird. Das Problem ist schon seit unserem Umstieg auf Zoom Phone vor 3 Monaten immanent und wurde mir von mehreren Kollegen/innen rückgemeldet. Danke für die Hilfe.__________________________________________________________________________________________________________I use Zoom-Phone both via the mobile app for the mobilephone and on the PC.In the settings for Zoom-Phone via the WebInerface, it should actually be possible to set which devices/program versions

Hi, I'm having problems that the Zoom Phone Appliance (ZPA) does not resolve the caller phone number to the external contact list.- Seen both on the Poly CCX 400 and Yealink MP56, both with version 5.12.2 - External Contacts have been imported into Zoom Phone->Company Info->External Contacts If an external call comes in we only see the phone number on the ZPA (see below) but in the desktop client the number gets resolved to the external contact.  Poly CCX 400 Desktop While on call you only see the country the caller is from, pressing the country gives you the calling number but not much else: 

Basically what the title says. We use Zoom for our reception and contacting our leads. Potential clients call our sales rep but 10 seconds in and the call suddenly gets dropped. Even when the connection is stable. When a sales rep has to transfer to another sales rep it doesn't go through. Any insights would be helpful. Thanks.

Bonjour,J'essaie de configurer mon compte mais je ne trouve pas ma ville. Comment l'ajouter?Merci.

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When we offboard a user, our process is usually deactivating a user via Okta, and that in turn removes their zoom account and it become inactive. However, our current process also states that we manually go into the phone system to "Remove all Packages" if they have a zoom phone number. Is this required or can we leave it as is when a user is inactive? What are the downsides of leaving it vs not? 

I'm new to Zoom Phone.  I personally use an Android phone.  When I add my cell phone # to my call handling, my phone will pop up when someone calls me, but I get the regular Android phone face and can't access any Zoom Options. If I remove my phone number from the call handling, my Android will ring, but there is no pop up and I have to unlock my phone and go into the Zoom App to accept it.  Am I doing something wrong? My business partner uses an Iphone and it works perfect.  Any suggestions?

I would like the option of playing a message to callers blocking their number is this possible BEFORE we drop them?   Managing the blocked list – Zoom Support

Hi there , i have purchased a $15 monthly plan for zoom phone and while setting that up i think instead of putting that on direct number section ,i accidently put that number on my company number section ,and I don't know how re-setup the number, can anyone help me or is there any direct number to contact support team.please anyone help me.

We recently migrated to zoom and are discovering that we are missing some features that we had with our old system. With our previous system, our receptionist would transfer a call by doing a warm transfer but they would transfer the call to the end user's hold. This allowed the user to pickup the call when they were ready. Is there a way to enable this? I see that a call can be parked but that is more involved and requires that the user remember the park code.