No Audio Upon Zoom Phone call connection

[lpatchett]

I am admin for my office on Zoom Phone.  Today one of our staff began experiencing no sound when calling out (using Workplace or cell phone App).  When dialing out she can hear the individual number key notes; once a call routing begins she can no longer hear the call ringing, and once connected she cannot hear the person who answers and they cannot hear her.  Again, this is happening to her whether using her  computer via Workplace OR using her cell with the Zoom phone app, using speaker and mic, or headset.  This issue started today - we have been using Zoom phone since July 2024 without this issue.  All other users are having no audio issues upon call routing or call connections.

Any thoughts?

[sparrow]

That's interesting. All users on the same network and traversing the same firewall? Those that are working and this one user who is not?Have you ran a diagnostic on the Zoom app yet? See link below.

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0058114

[lpatchett]

The cell phone being used is using cellular data rather than the office network.  Different firewall, different connection, same zoom phone number/user account.