Zoom is not allowing calls to be connected with a message of a poor connection and the call drops

[NikSerenity]

Zoom is not allowing calls to be connected for one of our users. Each time a call tries to go through to her extension, it comes back with a message of a poor connection and the call drops. Funny thing is she can make calls with video and they connect just fine? 

[Eliot]

hi nikserenity,

A few tests and details may help diagnose the issue.

Can the user call the zoom test number,   *8378  ?  What are the results of the echo test?

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060154

Can the user make and receive internal calls?

Can the user make external calls?

please run the zoom network test for zoom phone to check for network issues.  Are there any errors?

Please see Zoom Network Connectivity Tool

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

What device or app is being used for zoom phone calls, such as Grandstream, Poly or Yealink desk phone, windows zoom workplace version 6.1.1 (as of 7/11/2024), iphone ios zoom workplace version 6.1.1, etc.?

Has the user been assigned a paid zoom phone license and calling plan?

https://zoom.us/pricing/zoom-phone

Zoom Phone requires that specified network firewall ports be open.  Are the required ports open?

Please see Zoom network firewall or proxy server settings

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060548

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

thanks,  eliot