Zoom Phone calls going directly to voicemail

[Ashhbc]

I have 2 users whose incoming calls are going directly to voicemail. They can make outgoing calls without issues and can receive voicemail messages. They can also see the missed call in their history. They both have the Zoom softphone only. When I look at their status both are available so I don't know what to check to see if something is blocked. 

A ticket has also been open with Zoom.

If anyone can help, that would be great!

[sachinzoom]

Hi Please ensure they have NOT removed all devices under Call handling.

If this response helps, please accept the answer as an accepted solution, so others can benefit as well.

[Ashhbc]

Hi there,

That has not been removed.

[sachinzoom]

Hi,

Do you see the logs ? Can you upload here for the calls they received. 

Another thing to check is Under Phones numbers, go to their phone number and ensure their inbound calling is not unchecked.

[Ashhbc]

Hi there,

This is not a physical phone. Here are a few sample calls

[sachinzoom]

Also, seems like these calls came in after 3.30 PM which is after business hours in call handling ? Can you confirm ? Calls are supposed to go to VM after that time based on your screenshot

If this response helps, please accept the answer as an accepted solution, so others can benefit as well.

[Ashhbc]

Hi Sachin,

Here is the full screen shot for the after hours call handling and it says nothing in enabled. I will ask the users to log out and log back in tomorrow. I did ask them to check for updates and reboot their PC but I know that is different than logging out and back in again.

Thanks!

Ashwini

[sachinzoom · Accepted solution]

Hi Ashwini,

Glad we were able to root cause this since after Business hours calls are expected to go to VM, based on her current config.

If this response helped, please accept the answer as an accepted solution, so others can benefit as well.

[Ashhbc]

Thank you! I have sent a message to the end user and will let you know!!

[Ashhbc]

Hi Sachin,

This is exactly what it was-after business hours the call was going straight to voicemail. Thanks again for your observations and help!

[sachinzoom]

So glad to hear Ashwini. Have a good weekend

[Ashhbc]

I also looked at the phone number and incoming/outgoing are checked.

[sachinzoom]

Can you have the users logout and login back to see if that fixes the issue ?