We are a company of 25 staff, many of whom work with clients and need their phones on the go. We switched to zoom phones about 6 months ago and have been struggling intensely. Calls get dropped, missed, audio is inconsistent, voicemail notifications with a major delay until they actually appear... We've dug deep into the settings and a few things have helped, but nothing has solved the issue. The only thing that seems to potentially explain it is that we need very strong Internet connection to use the phones, it can't rely on phone data. We aren't receiving error messages, just extremely poor performance. I'm wondering if zoom phones are good for people who are primarily desk bound? Customer support comes back with the same auto responses with every ticket: send a screenshot. The issue that we can't screenshot what's not happening or capture the poor performance. Are others having these issues? Thank you.

Hi Everyone,

I am trying to setup one of our team so our main call queue will ring on their desk phone but not on their iphone app.

Is this type of setup possible?

They are a member of a call queue but are often away from their desk. I dont want them to be bothered by the call queue when they are not at their desk whilst still being able to take internal calls.

I realise they can opt in and out of the call queue but this can be easily forgotten.

We have a number of sales reps that all need to monitor each other. In addition, we have managers that need to monitor the reps but not be monitored. 

The issue we see is that reps cannot be members of a monitor role and a monitored role. 

Has anyone found an easy workaround for this or a similar scenario?

My biggest pet peeve from using Zoom is that you cannot create group names in the sms chats. With the office we create a lot of these chats but every time I need to check exactly who is on which chat. Resulting in a lot of times sending a message in the wrong chat (because it's either missing a person that you oversaw vs the chat you meant, or it has a person too many). If you can create group names, I can call it for example Team or Team + VP or Analysts, or Interns. I know a lot of people at our office would be really happy if we can create group names...

Starting some time between May 2nd and May 5th, if a user misses an internal call from someone else in our company and they look in the call history, it'll now display the outbound caller ID we set up for each user that's meant for external callers (this is only happening on the Zoom desktop app and the mobile app. It looks like it's affecting call logs in the admin portal as well). Prior to May 5th, the actual internal caller's name and extension would show up in the call history instead of the outbound ID we set up for each phone. I should note the outbound ID is the call queue numbers we set up for each branch (the call queue numbers are using the main phone numbers for each branch. We intended this to be used for when we're calling external phones outside of the company so that the caller ID would show up as the main company number to the external phone).

I should also note that when the notification for the incoming call pops up on the screen while a call is being received, it shows the actual caller's name and extension. It's just the ID in the call history is showing up as the outbound ID that we set up for external phones outside of the organization. I made sure to go into the admin portal, then Phone System Management -> Company Info -> [Site Name] -> Settings -> Outbound Caller ID, and made sure "Show Outbound Caller ID for Internal Calls" was disabled for all sites. All Zoom clients are up to date as well.

We haven't made any changes to the admin settings, so we're not sure what's going on.

Does anyone know if SMS for Zoom Phone Australia is unlimited texting or know the rate per text for AUS to AUS texting? Support keeps directing me to the international PBX rate page, but these are US to international I am pretty sure. This is a really good article https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0057987 on setting it up and limitations, but doesn't cover costs, if any, for Australia SMS. Any help would be appreciated!

We've have difficulty pulling the text transcriptions from Automatic phone call recordings. 

I've referred to this previous forum (https://community.zoom.com/t5/Phone-System/Zoom-phone-audio-transcripts-text-file/m-p/100072#M4914) and we've tried to access it through the API, but still only pulling the audio transcriptions.

Under our call logs, it shows that 'Admin has disabled this transcription' for our automatic calls but we've enabled every setting accessible to us to allow for text transcriptions. Is there a security setting we're missing?

Appreciate any guidance here.

Hi everyone,

I'm exploring whether it's possible to integrate Zoom SMS functionality via API with Okta to send multi-factor authentication (MFA) passcodes through Zoom Phone SMS.

So far, I haven't been able to find any official Zoom documentation covering this use case. I’m particularly interested in:

• Whether anyone has successfully set this up using Zoom’s API (e.g., sending outbound SMS triggered by Okta)

• Any necessary API scopes, endpoints, or prerequisites from Zoom's side

• Limitations or known challenges you've run into (e.g., throttling, SMS deliverability, carrier issues)

• Whether Zoom Phone numbers can reliably receive inbound responses for verification flows (if applicable)

Would love to hear from anyone who has attempted this or knows whether Zoom SMS is viable for Okta MFA workflows.

Thanks in advance for any guidance or examples!

I reached out to support but the confirmed this is not possible currently. We answer phones on a physical phone, but to help assist the staff answering the phone we were hoping the use the call summary and live transcription features in the app. It is not currently possible if the app is paired to the phone and the phone answers to the call to get those features.