Locked iPhone appears Offline in Zoom for Lighting (Salesforce) | Community
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Newcomer
July 15, 2024
Question

Locked iPhone appears Offline in Zoom for Lighting (Salesforce)

  • July 15, 2024
  • 0 replies
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When my iPhone is locked, my Zoom Workplace iOS client appears offline in the Zoom for Lightning Softphone. When I unlock my iPhone, refresh my browser, the softphone then sees my iPhone again. 

 

When I click to call in Salesforce, I'm expecting to start the call on my iPhone, but I cannot because it sees my iPhone client as offline.

 

Troubleshooting Steps Taken:

1. Confirmed latest versions installed

2. Confirmed user is not in a call queue

3. Confirmed iPhone Client works when iPhone is unlocked, and does not work as soon as it is locked.

 

Current Settings:

  • Application Versions Installed:
    • iPhone 15 Pro with iOS 17.5.1
    • Zoom Workplace for iOS 6.1.1 (16388)
    • Zoom for Lightning (2.15.1) installed in our Salesforce org
  • Zoom Admin Settings
    • Phone System Management
      •  Users -> User
        • Call Handling: 
          • Zoom Mobile Apps: ON
          • Zoom Phone Appliance Apps: ON 
          • Zoom Desktop Apps: ON
    • Account Management
      • Account Settings
        • Zoom Phone 
          • Zoom Phone on Mobile: ON
          • Automatically Call From 3rd Party Apps: ON
  • iOS Zoom Workplace Settings:
    • Notifications ON
    • Background App Refresh ON (Wi-Fi & Cellular Data)
    • Third Party Call Control
      • Zoom for Lighting -- ZP/ZM/ZW: Always
  • Zoom for Lightning Settings
    • User Account Authorized