Assistance Needed: How to set up SMS & Callback with Zoom Phone

[CrystalMailing]

Hi,

I have a Zoom Phone subscription but am unable to receive SMS messages. This is a critical feature for me as I need to receive OTP codes.

I’ve also noticed that I’m not receiving callbacks from certain companies, which I suspect may be due to my IVR setup.

Could you please advise on:

1. How to enable SMS on my Zoom landline number (0161 – Manchester UK area code).

2. How to configure my IVR to allow callbacks from external numbers such as from eBay / Amazon etc.

Thank you for your help.

[Eliot]

hi @CrystalMailing 

These Zoom support articles on SMS for UK may help.

Zoom Phone support for SMS for the United Kingdom

Using SMS

These Zoom support articles on IVR and Auto Receptionist may help.

Creating an interactive voice response system

Managing auto receptionists

Changing auto receptionist settings

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thanks, eliot

[Eliot]

hi @CrystalMailing 

Alternative for SMS without requiring additional compliance measures like 10DLC.  Release notes for Zoom Phone for August 17, 2025 in part describe enhancements to mobile number management with provider exchange and using provider exchange for SMS.

“Account owners and admins can procure and manage mobile phone numbers through provider exchange mobile partners in multiple countries, including the UK, France, Singapore, Australia, Hong Kong, and the USA. These mobile numbers support both voice and SMS capabilities without requiring additional compliance measures like 10DLC. The solution supports full-featured SMS capabilities, including domestic and international SMS, MMS, and group messaging of up to 10 recipients. The service includes comprehensive features such as voicemail storage, emergency address management, and CNAM settings. Messages are automatically logged and stored for retrieval, while billing is handled directly between the provider exchange partner and customer. This integration enables financial services organizations to maintain regulatory compliance while allowing employees to keep their existing mobile numbers.”

Release notes for Zoom Phone

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062333

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