Zoom Phone for Hubspot integration NOT Logging Calls...AT ALL!

[JimJarrell]

I have a user who works one day a week in the office and the rest of the week she works from home.  She is a Hubspot user and has Workplace subscription for Zoom.  We moved from Salesforce to Hubspot in February of this year.  We installed and deployed the Zoom Phone for Hubspot app so that our reps could make and receive calls from within the Hubspot browser.  

Everything worked great for about 8 months, and then two weeks ago, the forementioned user noticed a problem where none of the calls she makes or receives are being automatically logged in Hubspot - not on the contact nor the company objects.  In fact, the calls are not showing up in Hubspot at all (even though she was making the calls via Zoom Phone for Hubspot integration.  Fortunately, we still had the call log in Zoom, so she could go back and manually log the calls, but that was not a real long-term solution.  We updated her apps and reconfigured her call settings, and she was able to make calls again...until it started happening again last Thursday. 

For the last two days, I've been trying to "fix" the issue by uninstalling the app, reauthorizing it for her, and reconfiguring her call settings.  Though that fixed the issue a few weeks ago, it's not working now.   I can't figure out what's wrong.  We literally have done NOTHING to change call settings.  Just to get her back up and running, I signed up for a Hubspot Calling Number so she can do her calls without wasting time doubling back to manually log her calls in Hubspot.  That seems to be working for her. 

But we pay quite a lot of money to Zoom for licenses for Zoom Workspaces and Zoom Phone.  If I'm going to have to assign my reps to Hubspot dedicated calling numbers, why should I keep paying for Zoom?  

I can see the API calls on the log for every call that is not getting logged in Hubspot.  Something is not connecting, though, and I cannot figure out what it is.  Has anyone else experienced this issue?  Currently, it seems to be isolated to this one rep who logs in from different locations and IP addresses depending on the day of the week.  But that's been her M.O. all along, and we haven't had this persistent problem until two weeks ago.  

HELP!!