Zoom mobile client on iPhone auto-rejecting calls | Community
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T
Explorer
Tom
Explorer
November 8, 2024
Question

Zoom mobile client on iPhone auto-rejecting calls

  • November 8, 2024
  • 3 replies
  • 10 views

We are receiving complaints from phone users where their calls are being rejected. When we look at logs, we can see that the user/delegate's iPhone is rejecting the call. When we provide that information to the user/delegate, they are advising that their Zoom mobile app never rang and that they definitely didn't reject the call from their mobile app. The cell is not on Do Not Disturb. This issue has been noticed multiple times and we get the same response from the users, that they didn't touch their cell and their cell never rang.

3 replies

jdott16
Community Champion | Employee
jdott16
Community Champion | Employee
November 8, 2024

Hello,

 

Can you confirm if the users on their Zoom mobile app have the CallKit feature enabled? This utilizes the native iOS Apple Push Notifications (APNS) to push calls to a user even if the app is not open or up front on the screen. It is possible that if your users are looking to receive calls through Zoom this feature is not enabled and to receive calls it should be. In the Zoom app on the iOS, click on the More button in the bottom right, then scroll to General, and then enable CallKit.

 

I hope this helps and please make sure to mark the solution as accepted if this information is what you needed.

Thank you,

Jake

T
Explorer
TomAuthor
Explorer
February 26, 2025

If a user does not have CallKit enabled, would that reject calls or just not alert them to incoming calls?

sparrow
Community Super Champion | Customer
sparrow
Community Super Champion | Customer
November 8, 2024

Also, be sure to confirm that the call handling rule for those users has mobile apps enabled.

T
Explorer
TomAuthor
Explorer
February 26, 2025

Call handling is enabled for mobile client because call logs are showing that the mobile client is being alerted of the incoming call. Plus, we can confirm within user settings that mobile client is enabled in their call handling.

sparrow
Community Super Champion | Customer
sparrow
Community Super Champion | Customer
February 26, 2025

If Apple CallKit is not enabled and the iPhone is locked, it will not right through.

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