Unable to receive calls nor send SMS

[tagitbrandit]

I've had my Zoom phone for about 2 months, and I've been able to make calls but have been unable to receive calls or text messages. Instead, the call goes to voicemail, and when a voicemail is left, it is not received on my end. I'm also unable to send a text message. The message states, "You do not have a direct number, you cannot start a new conversation."  If anyone is able to help, I'll greatly appreciate it. 

[Ray_Harwood · Accepted solution]

Welcome to the Zoom Community, @tagitbrandit .

Sent you an email from your web site.  

[mcs2]

Hi, what was the solution to be able to send a text message. As I too have the same issue. I can receive SMS, but not send. Thanks 

[ninjaxfang]

I have the same issue can u help.

[Ray_Harwood]

@ninjaxfang, there have been several issues described here.  Which issue are you having, and have you tried any of the suggestions given here?

[mau1120]

same here.  able to make outgoing calls but is unable to receive incoming calls or voicemails. We have been informed that people have tried calling and left voicemails, but we have not received any of them.

[tagitbrandit]

Thank you Ray and Z-Span for your help. You were very thorough and patient to walk with me through my problems. 

[CharmG]

I can't receive calls from Hawaii. I can send text messages though. Please advice me on what to do with issue as zoom phone is our primary means of communication.

[Ray_Harwood]

Welcome to the Zoom Community, @CharmG.

Can you make calls to Hawaii? Can you receive calls from other states?

[CharmG]

Hi @Ray_Harwood, yes I can make calls to Hawaii, but unfortunately, my team can't call me back. I can receive calls from other states as well

[Ray_Harwood]

Interesting. It’ll be a few days before I can send you a private message – I’d like them to try calling my Zoom Phone to see if it’s something in your configuration, or a Zoom issue. And I might see if I can get my co-Champion @Eliot to chime in. 😎

[CharmG]

I am thinking, if is it possible to just change my number, and use Honolulu based number.

[Ray_Harwood]

It might not be necessary … but you could add a Honolulu number for $5/month, and have it automatically roll over to your current number. That could at least be a temporary fix. 

[mcs2]

Hi Ray

Thanks for your assistance. 

i am not sure i am following the process? If I already have a NY prefix number (zoom). Then how does having an additional Honolulu prefix number help? Does one enable/forward all SMS sent/received from the Honolulu or NY prefix number? 
is the Honolulu zoom phone nimber  a way to get around the SMS sending problem without a dedicated Us carrier phone number? 
Regards. 

[Ray_Harwood]

@mcs2 , I’ve been attempting to help @CharmG with receiving calls from Hawaii. Those replies are not directed to you. 

@mcs2, is your phone number assigned to a 10DLC campaign?  It must be, before the main carriers will allow your SMS traffic through their network. 
https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0059576 

[mcs2]

Hi Ray. I am an individual person with zoom account and phone number registered to my company name,  (a non-US company) where i am sole employee. I tried to register 10DLC however as my company is s non-US it was rejected. Note I am an individual and not a company and living outside of USA. Would it make any difference if i changed my account from my company name to my individual? I can make and receive calls to and from USA as well as in Europe. All i want to be able to do is reply by text from my zoom number. It used to work, now it doesnt. Hope this information is helpful. 

[Ray_Harwood]

@mcs2 – I sent you a Private Message. 

[CampgroundProd]

@Ray_Harwood - I am having the same issue attempting to send/receive SMS. I registered for 10DLC compliance, which was approved. I now receive a message that says I need to register for a campaign. However, I do not do campaigns. I text with clients for specific questions and meeting requests.

[Ray_Harwood]

Welcome to the Zoom Community, @CampgroundProd.

First, understand that this requirement doesn’t originate from Zoom – the big carriers are requiring all of the smaller (comparatively) SMS providers to comply, and in the process, the rules require everyone using SMS to comply. 

My advice: Just play along like all SMS is campaign-based and assign every number to a “fake it” campaign. I did that, and everything works fine. 

[tagitbrandit]

Hi CharmG, I was able to find a solution with @Ray_Harwood . He walked me through my settings and allowed me to get connected. I did purchase another line for SMS as well. I haven't given it a go just yet, but I'm interested to see how it works. I hope you get the solution you are seeking. 

[mau1120]

able to make outgoing calls but is unable to receive incoming calls or voicemails. We have been informed that people have tried calling and left voicemails, but we have not received any of them.