Zoom mobile client on iPhone auto-rejecting calls

[Tom]

We are receiving complaints from phone users where their calls are being rejected. When we look at logs, we can see that the user/delegate's iPhone is rejecting the call. When we provide that information to the user/delegate, they are advising that their Zoom mobile app never rang and that they definitely didn't reject the call from their mobile app. The cell is not on Do Not Disturb. This issue has been noticed multiple times and we get the same response from the users, that they didn't touch their cell and their cell never rang.

[jdott16]

Hello,

Can you confirm if the users on their Zoom mobile app have the CallKit feature enabled? This utilizes the native iOS Apple Push Notifications (APNS) to push calls to a user even if the app is not open or up front on the screen. It is possible that if your users are looking to receive calls through Zoom this feature is not enabled and to receive calls it should be. In the Zoom app on the iOS, click on the More button in the bottom right, then scroll to General, and then enable CallKit.

I hope this helps and please make sure to mark the solution as accepted if this information is what you needed.

Thank you,

Jake

[Tom]

If a user does not have CallKit enabled, would that reject calls or just not alert them to incoming calls?

[sparrow]

Also, be sure to confirm that the call handling rule for those users has mobile apps enabled.

[Tom]

Call handling is enabled for mobile client because call logs are showing that the mobile client is being alerted of the incoming call. Plus, we can confirm within user settings that mobile client is enabled in their call handling.

[sparrow]

If Apple CallKit is not enabled and the iPhone is locked, it will not right through.