Phone

Hello, I am looking to see if anyone measures FCR and if you do how have you manipulated the reports to do so?

How to enable sms 

We use Poly Edge e350 phones (current firmware 8.5.0.1491) as our primary device for Zoom Phone.  We have noticed that if we answer a call on our Poly Edge e350 and then use the “Switch” feature to move that call to either a headset on a Zoom Workplace PC or a mobile device, then microphone audio is muted.  You can still hear the person on the other end, but they can no longer hear you.  We have a ticket open with Zoom on this, but they haven’t made much progress.  I’m wondering if anyone else using Poly Edge e350 devices (or other Poly Edge models) is experiencing this issue or can replicate it?  We think the problem has existed for several months, but no one reported it because it felt like a one-off issue.  But once we started investigating and figured out the parameters, we can reproduce the issue 100% of the time.

Hello, I only use my Zoom account for Zoom phone (Zoom phone unlimited calls account), and would like to stop paying the monthly fee for Zoom workplace pro. Can I delete my Zoom Workplace Pro plan (go to basic/free) but still retain my Zoom phone unlimited calling plan? or must I retain the workplace pro plan to in order to access Zoom phone? If the former, how do I cancel my zoom workplace pro subscription? I have tried but the usual methods aren’t an option I am seeing. Thank you

Need Complete Information on processes about How to Port numbers to Zoom Phone & ZCC (Mobile, DIDs, TFNs) for UK, Italy, Germany, Spain & North AmericaWhat documentation is neededHow much count of numbersHow much time it takesEverything. I am familiar with US/Canada Zoom portIn process but not for other countries as i mentioned.

Our team uses shared call queues and voicemail queues in Zoom Phone, and we're curious how other organizations handle tracking voicemail ownership and callback activity.Ideally, we'd like the ability for a queue member to:Mark a voicemail as completed/resolved after returning a call. Add wrap-up notes or call outcomes that are visible to all queue members. Provide visibility into who handled the voicemail to avoid duplicate callbacks.We've tried using tasks and team chat as workarounds. While they help, they require additional manual steps and don't provide a centralized view for everyone in the queue. Task visibility can also be limited depending on who is involved.Has anyone found a more efficient workflow for managing this in Zoom Phone? If these capabilities aren't currently available, we'd love to see them considered as future enhancements to improve collaboration and queue management.

Our community has a couple of elderly members who do not have computers and struggle to connect using the telephone connection method. We added Zoom Phone to our plan hoping that, after we had started our Zoom call with other members of the community, we could simply call our two elderly members. We discovered that when they connected nobody else in the Zoom room could hear them. I tried to understand some of the ways to merge the call, but it seems like it is only if everyone is on the phone. Is there a way to use both Zoom Phone and the Zoom Room at the same time?

EnvironmentZoom Phone Server-to-Server OAuth app, all phone:*:auto_receptionist*:admin scopes granted  Calling the REST API directly over HTTPS (Python urllib), no SDK Authenticated via account-credentials grant; bearer token verified valid via GET calls on the same endpointWhat I'm trying to do Configure the IVR menu on an Auto Receptionist programmatically — set the audio_prompt and define key_actions so that pressing 1, 2, 3, 4, etc. routes the caller to specific users, a call queue, or another Auto Receptionist. I'd like to manage this from code rather than clicking through zoom.us every time.What's going wrong PATCH /v2/phone/auto_receptionists/{autoReceptionistId}/ivr returns HTTP 204 with an empty body. A subsequent GET /v2/phone/auto_receptionists/{autoReceptionistId}/ivr shows the IVR completely unchanged. The same ?hours_type=business_hours query parameter behaves identically — 204, no persistence.This reproduces across many payload variants:Single-key updates (just one entry

Hi,We are a startup for a fitness tech and most of the times, our leads share their number with us in the chat and wants us to call them back (the first call). Earlier, we were using QUO VOIP number where we were unable to make the first call since QUO had the policy of restricted outbound calls and it was embarassing for us to not being able to call them back because when we did call them, our number got blocked away withoout any prior notice. I was just wondering if we can use Zoom Phone for this requirement of our business without such restrictions?

We are a startup for a fitness tech and most of the times, our leads share their number with us in the chat and wants us to call them back (the first call). Earlier, we were using QUO VOIP number where we were unable to make the first call since QUO had the policy of restricted outbound calls and it was embarassing for us to not being able to call them back because when we did call them, our number got blocked away withoout any prior notice. I was just wondering if we can use Zoom Phone for this requirement of our business without such restrictions?

Can anyone tell me why there is a 5 second delay after I hear someone’s voicemail greeting and before I can leave a message? Also, after the 5 second delay, there is a LOUD woman’s voice giving me instructions on how to leave a voicemail. I don’t need that. No one needs that. Can I remove both the delay and instructions?

We are experiencing an overage on our phone usage each month.  Can I upgrade only 2 of my heavy users to the prepaid unlimited plan or do I have to upgrade all users from the metered plan to the unlimited plan?

I have two Android phones. One works great, but the other's audio has gone down incrementally for the last month to the point where I can't hear anything. Volume is at max. Bluetooth headphones work, but not the phone's speakers. Please help!

My firm would like to start using SMS.  Our goal is to reach out to clients or have clients reach out to us.  We are not looking to use it for Marketing purposes or use it for Blast type announcements.  I am reading things related to Campaigns and it’s confusing me a bit.  It appears that Campaigns are more for marketing than for communications.  Is it possible to use SMS and not setup campaigns?  Has anyone used SMS the way I described.  Any insight would be appreciated. Thanks,Ed Murphy

Looking for the admin option to turn off that controls the Display Name.  We have people changing their display names and I'd like to block that access off. Any ideas? Joe

We have a CAP that a department wants to make available for customers to be able to call a specific set of support numbers.  I have been unable to find how to create an outbound “whitelist” or way to restrict everything but these numbers.  Has anyone encountered this scenario before?

I’ve been absolutely inundated with robo-calls lately.  Is there something I can enable in my dashboard to prevent these?  Is there some sort of prompt where the caller must press a number to be connected, or something like that?

Hello Team,I understand that Zoom Phone does not support Chrome OS however, may I know if we have any alternative’s to run the Zoom phone on Chrome OS?Or with any API’s are available for the integrations?

With placeholder tips on what to include (error messages, screenshots, steps tried, Zoom version, etc.)Extra guidance page: Do (be descriptive with error codes, device, version, troubleshooting steps) and Don't (never share private info like emails, phone numbers, account IDs, payment details, meeting IDs)These are helpful for making your tutorial more complete and accurate.

We have a Voicemailbox for compliance, and we can't capture any data that could be tied to an employee.  Is there a way to have a VM box not capture the who called #..  or anyway to mask it only for the one number? Thanks!

Recently, Zoom’s Note-taking has popped up on my Mac each time I use Siri to place a call on my iPhone – see the attached screenshot.I’ve not found a setting to block this pop-up.-- Ward 

Hi, I have a support ticket open regarding this but I figured I’d ask here as well.I have an elevator phone that’s using a cell line to call a hard phone in my Zoom tenant. The caller ID is showing up as “Potential Risk”. I understand that this is often due to it being marked as spam in the various spam databases queried by carriers, including Zoom, and there’s not much I can do since I don’t own the calling number. I’m working with the party that owns it but it’s a slow process. I’m curious if there’s anything I can do within my Zoom tenant to ignore these calls being marked as spam? Instead of showing up as “Potential Risk” I would like them to show up either as their caller ID or a contact name. I’ve tried making a contact on the called phone and it didn’t seem to help. I’m not even entirely sure where these calls are getting marked, I can’t find any mention of “Potential Risk” in Zoom’s knowledge base so it may be another carrier overwriting the caller ID.Thanks

New zoom phone set up recently not working for and from Canada phones.

Cant get SMS to work! Campaign is active. Brand is vetted. I only have one business number that is assigned to the auto receptionist which is also the active sms campaign. When i try to text in the app it says I don't have a direct number assigned to me.  I am pulling my hair out trying to fix this. I have the Business Plus Plan. If I unbind the auto receptionist to assign the number to me I will lose my campaign. I have been googling and trying to figure this out, but I am at my wit’s end and may start looking for a new service….I am new to VOIP Phone service. Google said with the business plus plan that i dont need to buy anything else and should be able to text. PLEASE HELP!