Not getting incoming calls or SMS

If you have the Calling Plan and the number (I assume when you call out it shows that number as the Caller ID), all incoming calls should be working, unless you have something in your Phone Settings or Zoom App Client preventing that (let's put a pin to this, and first check if the incoming call at least gets registered in the Zoom Phone Call Logs); you don't even get a Voicemail?

• Go to your Zoom Portal "ADMIN > Phone System Management > Logs" to verify if you see the incoming call in there:
  • On the Top Right you might see something that says either "Classic View" or "New View": Either way will work, but switch to "New View"as you will have more filtering options.
  • All your calls (Inbound / Outbound / Transfer , etc.) must show in here, and if you don't see your Inbound call(s) to your number listed here, you need to open a ticket with Zoom.
  • Check the Column "Call Result" for what it says: i.e Connected, Rejected, Abandoned, etc. and let me know what it says.
  • On the Top-Right of that Call Rows there you be a "Call Path" you can click and it will show you the Flow/Stages of that call from the moment that started ringing, and until the end of the call.
  • On the Top of the "Logs" Window  you should see another Tab for the SMS calls instead of the Voice calls.
• To verify if you have setting blocking incoming calls:
  • On your Zoom Portal "PERSONAL > Phone Settings > Settings" scroll down to "Call Handling > Business Hours" to check if you might have maybe a schedule disabled not allowing to receive calls. If misconfigured, click "Edit" make sure you can adjust the schedule correctly.
  • In the same place, you can verify "Call Handling":  Verify you have enabled at least "Zoom Desktop Apps" , but there are other options there like "Zoom Mobile Apps": If you don't see that, Click "Edit" and Fix it to make sure you have enabled at least one device to receive calls.
  • I the same place, if you scoll all the way down, there is something else you can check:
    • "Block Rules": Verify if you have things like "Block Calls without Caller ID", "Block External Calls", etc.
  • Check your Zoom App making sure you don't have things activated like: DO NOT DISTURB, etc.

At the moment I can think from the top of my head of another reason, but check all the above stuff and let us know how it goes.

If this answer your question, please mark it as (Accept as Solution).

Vinnie

Unless you have the Power Pack at an additional $30/user/mo, you can not send or receive SMS on your primary line.

Information on Power Pack is pretty thin.  In my opinion, this is a huge weakness with Zoom Phone.