Can't tell what number is calling

[jimothytimbers]

I bought a Zoom line to keep my personal cell phone and business number separate. I've been able to set up the phone so that it rings and I can make calls out. However, when anyone calls my business line, my cell just rings like normal. I can't tell if it's a call for my business or if it's a call to my cell. It shows the caller ID, but that doesn't differentiate between personal and business.

I'd like to know if it's a business call so that I can answer like, "Thanks for calling ABC Business."

Is there a whisper message feature or some way to mark which calls are coming from my business line? 

[sparrow · Accepted solution]

Correct me if I'm wrong here. Sounds like you setup a your personal cell in call handling to ring when your Zoom number is called? If so? Then the behavior is working as it should. My experience in seeing two split lines on my mobile is by installing the Zoom app. With iPhone, if you leave CallKit enabled, you'll get Zoom audio in the caller ID and that's how you know it's a Zoom call. You don't need to have the Zoom app opened for this. Just CallKit enabled in the Zoom app. If you have Android, this experience might be different. Not sure? I've never used an Android phone with Zoom. 

[sparrow · Accepted solution]

Correct me if I'm wrong here. Sounds like you setup a your personal cell in call handling to ring when your Zoom number is called? If so? Then the behavior is working as it should. My experience in seeing two split lines on my mobile is by installing the Zoom app. With iPhone, if you leave CallKit enabled, you'll get Zoom audio in the caller ID and that's how you know it's a Zoom call. You don't need to have the Zoom app opened for this. Just CallKit enabled in the Zoom app. If you have Android, this experience might be different. Not sure? I've never used an Android phone with Zoom. 

[jimothytimbers]

Thank you so much for answering. Yes, exactly. I set up my Zoom phone line to forward to my cell. I do have the Zoom app installed, but I don't know what CallKit is. I've tried searching it in the knowledge base but I'm not getting anywhere. If I understand correctly, I need to stop forwarding the Zoom line to my number and instead, install or turn on CallKit. Then my phone would ring through the Zoom app, which would indicate a business call, correct? If so, do you know if CallKit is a setting or app? Do you know where to find it? Thanks again for your help!

[jimothytimbers]

Hello and thanks. Yes, I set up my Zoom line to forward to my cell. It sounds like that's the issue if I understand correctly. What is CallKit and where do I find it? It sounds like I need to enable or download it and remove the call forwarding setting. I'm using an iPhone 16 Plus and I do have the Zoom app installed on it. Thanks again! 

[sparrow]

If you have an Apple iPhone, you can check the Zoom app to be sure it's enabled. When you download and launch the Zoom workplace app and before you login, on the top left corner, you'll see a gear icon, select that. Now select general from the list and second one down will say, "use CallKit to receive calls when not on Zoom workplace." Make sure this is ticked on. 

[jimothytimbers]

Awesome, thank you so much. I was able to confirm that CallKit is enabled. I assume my last step would be to remove the call forwarding setting on my Zoom Phone account? I can find the setting but I'm not sure if it should be set instead to Auto Receptionist or something else. 

[sparrow]

Correct, remove it and be sure you're signed into Zoom on your mobile device. You don't need to have the app opened to receive a Zoom audio call. Additionally, this will come through on your native iPhone dialer as Zoom audio and will say such in your call history. 

[jimothytimbers]

I can't remove the call forwarding option. I'm under Phone System Management --> Auto Receptionist --> Routing Option. If I try to change it to route to the auto receptionist, the "OK" button is grayed out. I'm lost. 

[sparrow · Accepted solution]

Is the telephone number on the auto receptionist (AR) the number you're wanting to use to receive your business calls on? Or do you have a second number? Reason I ask is because you cannot log into an AR on the Zoom app.  You either need to make an option on the Interactive Voice Response (IVR) menu to route calls to your user account. Keep in mind, you cannot route calls from an AR to a user that has a basic/free license, you'll need a paid calling license (metered or unlimited). Alternatively,  you can remove the entire AR together and add the number directly to your user account which still requires a paid calling license.