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.