You're invited to Zoomtopia 2022! Our annual user conference will take place in the Americas on November 8-9 and in APAC, Japan, and EMEA on November 17.Learn more about our hybrid event experience
Everything you need to work together, all in one place.Explore Zoom One's Collaboration Tools
Connect virtually from anywhere with Zoom Meetings
Collaborate together with Zoom Chat
Call the world with Zoom Phone
Create and brainstorm with Zoom Whiteboard
Rich conversation analytics to improve sales
Send and receive messages and calendar invitations
Innovative video solutions for every meeting space.
Solutions to host impactful virtual and hybrid experiences.Find a Solution for Every Event
An omnichannel cloud solution optimized for video.
Zoom solutions elevate collaboration across vertical use cases.Discover Zoom Industry Solutions
Enabling exciting new ways to teach, learn, and connect globally
Transforming client engagement and employee experiences
Improving collaboration between agencies, ministries and constituents
Connecting care, collaboration, and medical innovation
Real-time communication, anywhere in the world
Bridging the in-store and online experiences
Expert support and services for all your design, strategy, implementation, event, and hardware needs.
An open platform that allows developers to build Zoom apps and integrations.
Explore over 1,500 apps in Zoom App Marketplace
Documentation for building on Zoom's platform using APIs, Webhooks, and SDKs
Resources that help developers evaluate & build with our solutions
Post your questions and get help from our developer community
Zoom Partners bring Zoom's communications platform to market through alliance, sales, and service partnerships.
Discover new ways to use Zoom solutions to power your modern workforce.
Access expert-led tutorials on Zoom products and features.
Network with other Zoom users, and share your own product and industry insights.
Get documentation on deploying, managing, and using the Zoom platform.
Hi, I'm having problems that the Zoom Phone Appliance (ZPA) does not resolve the caller phone number to the external contact list.
- Seen both on the Poly CCX 400 and Yealink MP56, both with version 5.12.2
- External Contacts have been imported into Zoom Phone->Company Info->External Contacts
If an external call comes in we only see the phone number on the ZPA (see below) but in the desktop client the number gets resolved to the external contact.
Poly CCX 400
While on call you only see the country the caller is from, pressing the country gives you the calling number but not much else:
Poly CCX 400
But if you go to the More->Lines you can see the phone number gets resolved to a contact name
The Yealnk with its bigger screen which shows the Line screen beside it is a bit better, so after you answer the call it will display the name.
And the History Log doesn't show it as well, you have to press the number and then it will show the name of the caller, unlike the desktop client.
CCX 400 Desktop
The Zoom Client on the computers resolves all these external numbers to contacts instantly, so why can't the Zoom Phone Appliance? We were promised this when we enquired about Zoom Phone and its one of the factors we moved from our ageing PABX, which could add names to phone numbers as soon as the call came in before it even got answered, and kept it all the way through the call.
Our customer service people seem to prefer the traditional handsets better than using their computers, so it would be good to know how to fix this.
Solved! Go to Solution.
I agree, it should! We use the Yealink VP59 Zoom Phone Appliances as our desk phones. The Zoom Phone Appliance app shows the CallerID name (in the USA) NOT the External Contact database name when ringing AND in the Call History, unlike the Zoom Desktop app. The Zoom iPhone app also shows the CallerID name, although you can tell that it has resolved that the caller is in the External Contacts database because it shows an icon with the caller's initials.
You may also notice that the External Contacts database is labelled "Imported Contacts" on the Zoom Phone Appliance and the Zoom Desktop app just to confuse us! Haha
I would suggest logging an issue with Zoom Support by contact your Account Manager if you have one, or by going to zoom.us/feed if you do not.
I hope that helps!
I'm sure Zoom Phone Appliance can do this, I just noticed on our Yealink MP56, where it has the Lines window on the right, when a call comes in, for the briefest moment I can see the caller id/name before it goes to the incoming call screen (which is full screen & it only has the phone number displayed). So the ZPA can be like the desktop app cause it has the information already, it just doesn't display it all the time.
In Australia I don't think any caller id name is sent with the calling number, hence we need to resolve the calling number with the names in our address books.