Zoom calls going to phone instead of Desktop Application

[adudethere]

So, I have seen the support article revolving around setting business hours and using the call handling feature in the Zoom website to prevent this. However, the "Phone" option the article lists only appears if you have a phone plan through Zoom, which I do not. The application on my phone is the free download from the app store, no phone account associated with mine. I have notifications turned off for the app in my phone's settings, but despite that, any calls I receive will still route to my phone first to be answered, instead of the desktop app that I will have open at the same time. Is there a way to modify/prevent this behavior?

[Eliot]

hi @adudethere 

You need a Zoom Phone calling plan and Zoom Phone telephone number(s) to take advantage of Zoom's call handling and other features.  If you want to use your existing telephone number(s), Zoom can port your existing number(s) from your existing carrier.

Cloud VoIP Phone Services | Zoom

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[MGSR]

Hi @adudethere!

Did you see the previous response from @Eliot?
If it has resolved your inquiry, please press Accept as Solution.

If you need further assistance, please let us know.

Have a great day!

[bakessler1013]

I have an employee who recently started and he is having the same issue. When someone calls his phone number, nothing shows up on his desktop regarding the notification or on his cell phone (where he has the zoom app installed). After the person hangs up, in the history it shows as a missed call. No other employee has this issue so trying to figure out how to troubleshoot this.

[MGSR]

Welcome to the Zoom Community, @bakessler1013! If Zoom calls are going to your phone instead of the Desktop Application, it may be due to call routing settings such as Routing Override Mode or device preferences set in your Zoom Phone configuration.

• Routing Override Mode allows admins or users to temporarily redirect all incoming calls to a different destination, such as a mobile device, voicemail, or another extension. If this mode is active, new calls will follow the override destination until the mode is deactivated, after which calls will return to normal handling on your desktop app.
• You can manage these settings from the Zoom desktop or mobile app, and changes can be made by authorized users or admins.

To resolve the issue, check if Routing Override Mode is enabled for your account or group and disable it if you want calls to ring on your desktop application again.

You can check this article for more information.

[bakessler1013]

Thank you very much. We checked his setting and calls were not being routed to the desktop so we have made the adjustment and all now works.