How do I manage the customer names on incoming calls?
How do I manage the customer names on incoming calls?
I need to know how to manage customer names that come through the phone system. There is nothing in the phone system that tells me.
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What is the Zoom Phone System?
Zoom's enterprise phone software is the scalable cloud phone solution for businesses of all sizes. Explore the Zoom Community's Recent Activity below to join the Phone System conversation and connect with other members. If you're still looking for support, browse our Zoom Phone System support articles or start a new discussion below!
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Phone call recording notification
Hello, We have automatic call recording for all of our sites with our own IVR greeting message that includes a disclaimer that the calls are being recorded. The problem is that when a customer calls in and selects from the IVR,after hearing the disclaimer, there is another automatic Zoom call recording notification that starts to play when the company employee answers. Is there a way to remove this since we have our own disclaimer? I understand its a legal issue but as long as the caller is notified that the call is being recorded everyone is conforming to that law. Any guidance is appreciated. We have many of our company sites complaining about this.
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Resolved! Can I see a history of when team members where "active" in a call queue?
I'm running historical call queue reports. For a couple of the months, a team member is not showing any stats at all? If a member does not turn their queue on, would that be expected? That they would not display on the report at all? I would think it would still show the user, but with 0's across the board. Can anyone provide any insight? TIA!
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Not receiving inbound calls
Users, Queues, Auto Receptionists and Zoom rooms are not receiving inbound calls. Anyone else experiencing this issue?
Resolved! Non queue phone answering a Queue call
I have a few small remote offices using Poly VVX250 phones. Main DID rings a call queue (we'll call Q1) that has phone 1 & phone 2, ring simultaniously. A manager at the office is at phone 3. Is there a way for Phone 3 to "pull, pickup, transfer" the call from Q1 if the people are helping customers at the counter and unavailable to answer the call? Thanks in advance for your help.
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Resolved! Call Queue Recording
I currently have call queue recording enabled for a queue. Inbound calls record just fine, but I noticed the option also included recording for outbounds. Now, when call queue agents make outbound calls they do so from their respective extensions/lines, so these calls aren't captured by call queue recording setting.
How do I enable outbound calling from the queue so outbound calls made by agents are recorded? I know I can record on their respective lines, but would prefer to keep it a queue setting. Thank you for any assistance you all can provide.
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Log in Report
Is there a report that I can view that shows me the time an individual logs in and log out for zoom phone? if so, where can I find it? Thank you in advance.
Resolved! reordering call queues
I had to add another call queue, and I'd like to move it up in the option list (i.e. it's now Press 6 and I'd like it to be Press 4). I couldn't see an option to do that. Anyone know how?
Call Queue calls are going straight to voicemail
We have a few call queues that we use for daily operations. One particular call queue is doing odd things. This call queue uses a Main Auto Receptionist that routes to our customer care line. The most frequent issues are: We have double checked the auto receptionist's routing, employee call queue status, and employee settings. All look exactly like they should. Another separate issue: One of our employees is getting a Network Not Available error message in the middle of every phone call. It will drop the call each time. Any help would be much appreciated, as I am fairly green to these issues. Thanks in advance!
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Automate bulk import of Exernal Contacts from CSV
I need a way to automate the bulk import of contacts from a CSV file to the External Contacts of Zoom. I know I can manually import a CSV file but I need a way to automate this process so that the external contact stay up to date with my CRM. Is this possible / doable? Am I thinking about this wrong? My goal is that when an external caller calls one of my zoom phone users their caller ID pop up shows the contact information of the caller (assuming the caller is our contact list).
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