Hi everyone!

We are new to Zoom, and I'm a little confused with the extensions and phone numbers.  We have one phone license and one phone number.  I've assigned it as the main company number with an auto-receptionist.  My boss is license holder.  So if someone calls the number, I thought they could put in my extension (I don't have a number) but it just says the person is not available.  Do I have to have a phone number in order to receive calls by extension?

We have enabled the end of call survey where users are allowed to leave feedback and rate the call quality and if we go under Dashboard/Phones/Quality of Service (calls), we can see the feedback if we open specific call details but unable to export reports on the feedback results.  When choose a response under "Select Survey Results" the call logs go away.  Standard export does not have info on survey results so is time consuming to open Call Details for every call to see if someone left feedback.

Hello all.

I have logged multiple calls with zoom and not once have they responded.

Hopefully someone can assist.

For some reason, when I click a number within SalesForce, zoom no longer opens up to dial the number.

It works fine in any bowser, but doesnt work anymore in Salesforce.

Any suggestions pelase?

Hi everyone,

I'm looking for feedback from someone who recently got Poly VVX 250 phones. What we discovered is that VVX 250 come from the factory with LLDP and CDP enabled for VLAN discovery and if that doesn't work (times out) the phone never gets L2 network connectivity and from there you can imagine, no IP, no nothing, forget being dropped into the correct VLAN - zero. It doesn't have any fallback mechanism to, for example drop to native VLAN if those 2 methods fail. Per Poly, if either is enabled, the entire mechanism (plan B) for VLAN identification via DHCP's DVD string is not even attempted. It's stated clearly in their docs and as we found out; both LLDP and CDP are enabled out of the box. 

Anyone out there facing this? Sure, the fix is super easy - disable them but that means we must touch the phones and that's a big problem. I was hoping for drop ship, etc and just to be clear - this issue is miles upstream from any ZTP, mac address upload, etc - the thing simply doesn't get network connectivity so none of the cool stuff downstream has a chance to occur. 

Thanks

I'm wondering if anyone is aware of any shortcut keys to help triage voicemail. We have a phone in a common area that receives a large number of messages a day (>100) that need to be noted for key information and then deleted. This is much more time consuming on Zoom Phone than our prior PBX because there doesn't seem to be a way to delete a message while it is being played. Our monitor has to listen to the whole message and then respond to the menu at the end of message. Are there keypresses I'm not finding that would enable our monitors to triage messages quickly?

Hi Everyone, hoping someone here may have an answer for this.

We moved to ZoomPhones recently and are connecting to Salesforce using the Zoom CTI.
We have an issue where inbound calls to a call queue are attempting to ring offline/busy users/DND users.
I can see this in the logs, after expanding the details of the incoming call. It is marking users as 'No Answer' but they are offline/Away/Busy on another call/in DND.
We are using Rotating for the call queue distribution, which says it will round robin between available agents, but it is including unavailable agents as well. It seems that the call queue is unable to determine if a user is unavailable until it tries to route the call to them.

This is making the Analytics completely incorrect (Offline user for a day has 43 missed calls and apparently answered 23, but they are on holiday's and completely offline haha) as well as creating multiple missed call logs inside of Salesforce which is affecting our task work.

Example:
Call comes in, and despite being answered by an available agent, there are 2-3 missed call logs for agents who were on break, offline or on another call, which they then call back cause they believe it was a missed call, but it was answered by another member.

Anyone else experiencing this, and have any ideas on a fix/resolution? Zoom Support has been unhelpful is solving this for us, stating that users should manually save call logs to avoid this, but I want to know why it is even trying to call them in the first place if they are offline.

Thanks in advance for any assistance!