Call goes straight to voicemail

[pchiha]

Hi,

The problem just started yesterday, for no apparent reason, that incoming calls go directly to voicemail.

With the message: "We are sorry, there is no one available to take your call"

We're a small business with just one phone number, 2 people, one user

I opened a ticket

The ticket response came in the next day asking to check business hours and queue.

I checked business hours (7 days, 24 hours), and checked Calls in Queue (I have no queue)

I replied - no response yet. Maybe no response till after Labor Day? Meanwhile my customers are not able to reach me. 

Any help would be much appreciated

[Eliot]

hi pchiha,

is your internet connection working?

can you make outgoing calls?

are you using zoom workplace app or a desk phone?

are your incoming calls routed through the auto receptionist or do incoming calls go directly to your user phone number?

thanks, eliot

[pchiha]

Hi!

Thanks for your check list.

The internet connection is working.

I am able to make outgoing calls

For incoming calls, it rings once and immediately goes to voicemail

Using both a desktop phone and the app on mobile devices

I'm not using the receptionist feature. Calls go directly to the phone

The problem just started 2 days ago. Everything was fine before then.

Thanks

[pchiha]

So I received a first email from tech support asking for the phone number so they could troubleshoot.

I sent it to them

Then, 2 days later (it's a holiday - but we work), the next email was to check the network connection and re-install the apps. 

Shocking low level of tech support from Zoom

We receive the calls; they simply go to voicemail in the middle of the first ring, not giving us a chance to pick up the call. 

We have no problem making outgoing calls

That would seem to indicate that the network is not the problem, but rather some setting somewhere that is sending the call to voicemail.

I'm hoping someone in this esteemed community might have some insight.

Is this the first time this type of problem occurs?

No experience with it anywhere within Zoom or the user community?

Thanks so much for your help!

[pchiha]

I hear that Zoom did an upgrade of their system 3 days ago, and that they need to refresh our account on their end, or perhaps there is a way to do it on our end?

Does anyone know anything about this?

Thanks

[pchiha]

And just like that, it's all working again.

I did nothing, other than mention to tech support the fact that apparently Zoom had done a software update.

It's a miracle

[pchiha]

So someone at Zoom did a User flush cache and that solved the problem. I did nothing on my end.