In the call queue, Call Distribution there are a few options.  Simultaneous, Sequential, Rotating, and Group Rotation.  In particular, we want to test out the group rotation so that one set of specified members gets the call initially, but another specified group would take it if the first group was busy.  When selecting the option, it only asks how large the groups should be.  Is there a way to specify who is in what group?  We only need to have 2 groups, but split into teams of specific members.

Hi!  I'm hoping someone can help since my plan doesn't qualify for Zoom support with a real person.  I have a Pro plan and purchased 2 licenses for US/Canada Unlimited Calling plans.  I chose a company main number, assigned myself an extension and my colleague and extension.  I also set up a custom voicemail greeting.  When I called the main number and my extension, it just says, "The person you are trying to reach is unavailable- goodbye," and hangs up.  It's clear that if someone is trying to call me, they can't get through.  Can someone help me figure out what's going on?

At zoomtopia last week, it was mentioned that there are new reports for call queues for per-agent reports call "User Performance Reports. I can't find them anywhere in the portal, though maybe they just meant that these were going to show up in the near future; anyone know anything?

I've asked our account rep but haven't heard back.d

Picture of the slide from the zoomtopia session is attached....

Ich verwende Zoom-Phone sowohl über die mobile App für das Handy, als auch am PC.

In den Einstellungen zu Zoom-Phone über das WebInerface sollte sich bei den Einstellungen zur Anrufbehandlung bei den Geschäftszeiten eigentlich einstellen lassen, welche Geräte/Programmversionen klingeln sollen, wenn ein Anruf eingeht.

Hier erscheint jedoch nur die Zoom-Anwendung als einzige Auswahloption, während die Mobile App überhaupt nicht angezeigt wird. Das Problem ist schon seit unserem Umstieg auf Zoom Phone vor 3 Monaten immanent und wurde mir von mehreren Kollegen/innen rückgemeldet.

Danke für die Hilfe.

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I use Zoom-Phone both via the mobile app for the mobilephone and on the PC.

In the settings for Zoom-Phone via the WebInerface, it should actually be possible to set which devices/program versions should be ringing, when a call is received in the settings for call handling during business hours.

However, only the Zoom application appears as the only selection option, while the mobile app is not showing up at all. This problem has been with us since we switched to Zoom Phone 3 months ago and has been reported to me by several colleagues.

Thanks for the help.

Hi, I'm having problems that the Zoom Phone Appliance (ZPA) does not resolve the caller phone number to the external contact list.

- Seen both on the Poly CCX 400 and Yealink MP56, both with version 5.12.2 

- External Contacts have been imported into Zoom Phone->Company Info->External Contacts

If an external call comes in we only see the phone number on the ZPA (see below) but in the desktop client the number gets resolved to the external contact. 

 Poly CCX 400

 Desktop

While on call you only see the country the caller is from, pressing the country gives you the calling number but not much else: 

 Poly CCX 400

 But if  you go to the More->Lines you can see the phone number gets resolved to a contact name

 The Yealnk with its bigger screen  which shows the Line screen beside it is a bit better, so after you answer the call it will display the name.

And the History Log doesn't show it as well, you have to press the number and then it will show the name of the caller, unlike the desktop client.

CCX 400  Desktop

The Zoom Client on the computers resolves all these external numbers to contacts instantly, so why can't the Zoom Phone Appliance?  We were promised this when we enquired about Zoom Phone and its one of the factors we moved from our ageing PABX, which could add names to phone numbers as soon as the call came in before it even got answered, and kept it all the way through the call.

Our customer service people seem to prefer the traditional handsets better than using their computers, so it would be good to know how to fix this.