Zoom Phone Auto Receptionist: External Numbers Don’t Ring from Sub-Menus

Hello, I’m having an issue with Zoom Phone Auto Receptionist routing. If the main menu is configured so that pressing a key (for example, Press 1) routes directly to an external phone number, the call rings correctly. However, if Press 2 on the main menu routes to another Auto Receptionist (a sub-menu), and within that sub-menu Press 1 routes to External Number 1 and Press 2 routes to External Number 2, neither external number rings. Instead, the caller hears a message saying the person is not available. The same external numbers work when assigned directly on the main menu, but not when called from a sub-menu. Is this a limitation, bug, or configuration issue? Any solution or workaround would be appreciated.

In a sub menu, I have set up key one to go to an external contact, but it does not ring. Instead, the system plays a message saying the person is not available. However, if I put the same external contact directly in the main auto receptionist, it does ring the external contact. Is there any solution or workaround for this issue?

Test the following: 

• Call internally directly to the Second ZAR and test the options 1 and 2 to verify if you get the same results.
• Check in the Call Logs (ADMIN > Phone System Management > Logs) the “Call Path” and verify what do you see there, which typically gives you detailed description of what is happening.
• Check the Schedule (Business Hours) configuration of the Second ZAR  to make sure it is not “Closed”.

Let me know how it goes.