Locked iPhone appears Offline in Zoom for Lighting (Salesforce)

[danielwdw]

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