No dial tone or ring tone on outgoing calls

Forum|Forum|2 years ago
July 11, 2023
3 replies
2 views

Zoom Phone users making outgoing calls will not hear a ringing tone or a dial tone. The caller does not think that the call is connecting although it is and is hanging up on prematurely, causing a lot of problems for our clients. This is happening on iPhone app, desktop softphone, using a headset, and without a headset. It's not everyone, with every call. This appears to be intermittent.

Desk phones and devices

E

Eliot

Community Super Champion | Partner

Hi jules3,

Please check to see that the clients and or apps are the latest versions.

It may be a network problem. Zoom has a network connectivity tool that can be run when you are experiencing these issues.

https://support.zoom.us/hc/en-us/articles/12997935825293-Zoom-Network-Connectivity-Tool

thanks, eliot

J

jules3Author

Newcomer

Thanks Eliot, the network is working fine and the problem happens on multiple connections. We have staff all over the region working from home and in the office and it happens regardless of network. This is definitely a problem with the Zoom phone service. Any other thoughts?

J

JP15

Newcomer

Was this ever solved? I can't get it to ring (audio tone) when dialing out. When it just has no noise I don't know if it dialed or not?

D

dglasgo1

Newcomer

We are experiencing the same issue of no outgoing ring audio when connecting calls (internal or external), but only for 1 of our users and happens on his mobile app and desktop app! Open to any other suggestions.

E

Eliot

Community Super Champion | Partner

hi,

because it is only one of your users, it must be something different about the configuration for this user.

does this user use something different such as a particular brand and model of wireless headset, a different mobile device, a different version of an operating system, a different desktop and different operating system, a different version of zoom workplace app, wireless access or wired connection, etc.?

you can try completely uninstalling zoom desktop app and mobile client and reinstalling.

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065146

thanks, eliot