Zoom Phone Bug? Connected Call With No Outbound Audio

I'm hoping someone has run into this, and solved it!

We're experiencing daily one-way audio issues on inbound Zoom Phone calls.

What happens:

- The phone rings normally.

- We answer the call.

- Zoom shows the call as connected.

- AI Companion/transcription starts normally.

- We can hear the customer perfectly.

- The customer cannot hear us at all, even though our microphone is active and showing input.

- The only reliable fix is to hang up and have the customer call back. The callback usually works.

What we've already ruled out:

- Multiple devices (desktop app and multiple mobile phones)

- Multiple networks (Wi-Fi and 5G)

- Microphone permissions

- Bluetooth

- Not isolated to one user or one device

- Doesn't matter whether the call comes through the main number, a queue, or directly.

This is happening every day and is becoming a major issue for our business.

Has anyone experienced this exact behavior? If so:

- What ended up being the cause?

- Was it a Zoom Phone provisioning issue, media/RTP issue, AI Companion issue, or something else?

- Did Zoom Support resolve it, and if so, what was the fix?

Any insight would be greatly appreciated.