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Newcomer
KayGee
Newcomer
October 16, 2021
Solved

Can NOT make nor receive Zoom phone calls

  • October 16, 2021
  • 2 replies
  • 1 view

Hi All, 

I am new to Zoom Phone and must say am not enjoying the experience!

 

I recently purchased an Australia and New Zealand Unlimited Plan, but have not been able to make any calls. Each time I have tried, I receive the following message "Sorry...the requested service is not available in your calling plan". Also, unable to receive calls too! So now I'm confused ( have I not set up properly, am I not dialling numbers correctly?) and worried that perhaps I have purchased an incorrect plan - although I made the purchase after long discussion and upon recommendation of Zoom's sale team.

 

I need to be able to call the landline of my office in Melbourne and vice-versa. I am however currently stuck in Greece (since COVID-19 outbreak) so I am wondering if my physical location is creating a problem.

 

I was told my plan isn't supported by Live Chat. I also submitted a ticket - and was the same thing - each time pointing me to video tutorials. I checked them out, but were not very helpful and my problem remains unsolved. 

 

So I'm really hoping that someone can PLEASE HELP ME from here.

 

Thanks in advance,

KayGee

 

 

 

Please help!

      Best answer by FORE-Craig

      Hi KayGee,

       

      I feel for you. I do not know if you can use Zoom Phone to make calls from abroad with your home country account. I couldn't find anything in Zoom Help or on the internet. 

       

      I would suggest that you verify a few settings on your account's setup:

       

      • Go to your Zoom Profile webpage, then click Phone System Management under Admin on the left.
      • Click Users & Rooms, then click your Name/Email address.
      • Under the Profile section, verify that the Calling Package is set properly to the AU/NZ Unlimited Calling Plan, verify that the Extension, Number, Company Number (same as number in your case). Outbound Caller ID, and Country/Region are all set up.

      With all of this Information set, you should be able to dial phone numbers associated with your calling plan.

       

      Since you haven't already used Zoom Phone back home, being abroad poses an extra challenge.

       

      Not knowing is Zoom Phone is allowed to work while abroad, it is also possible that system doesn't work with the AU/NZ Calling Plan because your current IP address in Greece is out of the range for IP addresses in Australia and New Zealand. If this is the case, you might need to try using a VPN (Virtual Private Network) connection to a server in your home country before launching the Zoom App, so that it appears to Zoom that your in that country.

       

      Good luck!

      Craig

       

       

      2 replies

      FORE-Craig
      Specialist
      FORE-CraigAnswer
      Specialist
      October 17, 2021

      Hi KayGee,

       

      I feel for you. I do not know if you can use Zoom Phone to make calls from abroad with your home country account. I couldn't find anything in Zoom Help or on the internet. 

       

      I would suggest that you verify a few settings on your account's setup:

       

      • Go to your Zoom Profile webpage, then click Phone System Management under Admin on the left.
      • Click Users & Rooms, then click your Name/Email address.
      • Under the Profile section, verify that the Calling Package is set properly to the AU/NZ Unlimited Calling Plan, verify that the Extension, Number, Company Number (same as number in your case). Outbound Caller ID, and Country/Region are all set up.

      With all of this Information set, you should be able to dial phone numbers associated with your calling plan.

       

      Since you haven't already used Zoom Phone back home, being abroad poses an extra challenge.

       

      Not knowing is Zoom Phone is allowed to work while abroad, it is also possible that system doesn't work with the AU/NZ Calling Plan because your current IP address in Greece is out of the range for IP addresses in Australia and New Zealand. If this is the case, you might need to try using a VPN (Virtual Private Network) connection to a server in your home country before launching the Zoom App, so that it appears to Zoom that your in that country.

       

      Good luck!

      Craig

       

       

        K
        Newcomer
        KayGeeAuthor
        Newcomer
        October 17, 2021

        Hi Craig,

         

        Thank you sooooooo much!!! Your instructions saved me!

         

        When I checked my profile to verify if the Calling Package is set properly to the AU/NZ Unlimited Calling Plan, I discovered that it was NOT! I needed to tick some boxes in order to assign the plan to myself and then confirm. Once completed, I was able to make calls to Australia...woohoo...finally!!! Cannot tell you how much I have stressed over this, and the lack of LIVE SUPPORT from Zoom was awful!

         

        Now all that remains is to see if I will be able to RECEIVE calls from Australia also. Need to wait for it to be a decent hour in Oz to check that out. 

         

        So grateful to you for taking the time to reply. Your help made all the difference 🙂

         

        Many thanks,

        KayGee

         

          FORE-Craig
          Specialist
          FORE-Craig
          Specialist
          October 17, 2021

          Hi KayGee,

           

          You are SO welcome! I'm happy that my suggestion helped you to resolve your issue!

           

          I would venture to say that if you successfully called out, you should be able to receive incoming calls as well. 

           

          The Zoom Phone system is actually very cool. There are lots of options to play with including setting up your voicemail greeting, SMS options, etc..  

           

          Hopefully Zoom will realize with the Zoom Phone system that they need to offer a better support strategy!

           

          Happy calling,

          Craig

           

           

            K
            Newcomer
            KayGeeAuthor
            Newcomer
            March 15, 2022

            Hello Craig,

             

            It's been a while...hope you have been keeping well!

             

            Now, I've recently been experiencing some difficulties (yet again!) with my zoom phone number, and thought of reaching out to you...the EXPERT 😉

             

            So the situation is that I am able to make calls but NOT RECEIVE calls. I have recently returned to Australia (from Greece) and am wondering if perhaps this has caused some kind of issue - although, when I initially arrived in Oz, I was able to make and receive calls with no worries.

             

            Anyways, hope you can help!

             

            Thanking you in advance,

            KayGee

             

             

            FORE-Craig
            Specialist
            FORE-Craig
            Specialist
            March 15, 2022

            Hi KayGee,

             

            It's nice to hear that you made it safely back to Australia, although I'm sure that you enjoyed your stay in Greece!

             

            I am wondering if the issue with not being able to receive calls now, since it was working when you first came home is due to the network that you're on. Are you using the app through you WiFi of ethernet connected network that maybe has a firewall blocking the incoming calls? Have you tested in various locations?

             

            I would also double check Calling Plan on the Zoom web portal to make sure that it still looks okay with your AU/NZ Unlimited Calling Plan. and that the Phone Number is still in check.

             

            Let me know!

             

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