Assigning a ported number question

[Pmac2]

Hi,

My porting order was completed today and I want to use it with my Zoom Workplace app. I have been in the administrator settings, but I cannot assign it to myself or any other extension. I have 2 licenses, but only one phone number available, which is one that the system generated. So I have two users, but only one phone. What am I doing wrong here? I tried searching and the chat agent, but I am getting nowhere and my company is not receiving calls!

[Eliot]

hi pmac2,

please take a look at porting numbers and customizing main auo recepionist in this support article.

Getting started with Zoom Phone (admin)

if that does not help, please provide some additional information.

where is the number you ported assigned, i.e. to a user or to the main auto receptionist?

what do you mean you have two users but only one phone, i.e. you only have one desktop app, you only have one telephone number (the one you ported) or something else?

can you make outgoing calls?

if you call your company what number are you calling (the one that you ported)?

What happens when you call your company, i.e. nothing happens, the call goes to voicemail following some message?  what is the exact message?

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[Pmac2]

Hi Elliot,

I have looked through the article and perhaps I may have misunderstood the licensing. I thought that with my subscription (Workplace Pro Plus) each user would have a phone number that can be used through the app. Maybe I was wrong and that is what is happening?

I have no ability to assign the ported number to any user. When I went through the steps of assigning numbers, nothing came up in the list. I went ahead and bought another number which was able to be assigned to the secondary user.

I can make calls with the ported number using the primary user login, but when I try SMS it says that no number has been assigned.

[Pmac2]

Hi Eliot,

I read through the article and maybe I misunderstood the package i signed up for? I have Workspace Pro Plus which I thought included a phone line per user.

I did not see an option as to where to route the ported number when I set it up and the option is not available to assign to any user. I can make calls with the ported number using the primary user login but it will not do SMS. The app says that I do not have a number assigned to the primary user. When I try to text to the ported number , my carrier says that it is a landline, so I don't know if that is related or not. When I call the ported number, there is an automated message that says no one is available and it then says press 0 for the operator. that option goes straight to the Zoom voicemail system. I have been able to retrieve a test VM that I sent.

[Eliot · Accepted solution]

hi pmac2,

Your ported number probably got assigned to your Main Auto Receptionist.  please check.

you can change the "Route To" option to route calls to a user (you) or a call queue.  this way you will get calls to your business number. 

From what I read, porting existing numbers appears to be included in Zoom Pro Plus.

Port existing phone numbers or purchase new ones (DID)

https://zoom.us/pricing/zoom-phone?bundle=proPlus

Getting SMS implemented requires some additional work:

Setting up SMS

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069635

Using SMS

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0059932

thanks,  eliot

[Pmac2]

Hi Eliot,

Okay! Calls are working now! Thank you!

Now, SMS is still unavailable for both users. The SMS tab is avilable on the app, but when you go to compose it says "You don't have a direct number. You cannot start any new conversations" It says it for both accounts."

If I go into Admin > User Management > [User] > Profile It says

Phone: not set

Zoom Phone: Company Number [ported number plus extension]

Direct number: Not set.

If I select add phone number, it brings up a dialog  box which allows me to add it, and then it sends a code. But since I cannot accept texts through the ported number, I cannot verify the code.

I have made sure that my company 10DLC compliance certificate is active.

I am not sure what else to do.

You have given me great advice! Have any more?

[Pmac2]

Actually, I think I found the problem. I did not set an SMS campaign. I read that to read like a marketing thing (which we do NOT do). Now I understand that is just what it is calledf and I belive that this is the solution! Thank you so much for your time!

[Eliot]

hi pmac2,

i am no expert on sms.

please see assigning numbers to a sms campaign.

SMS/MMS 10DLC Compliance for Zoom Phone and Zoom Contact Center

i this is not the solution, try zoom support and opening a new community post under SMS.

thanks,  eliot