Call Forwarding to Answer Service - External Contact External Number Promblem | Community
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F
Newcomer
FJC1
Newcomer
February 3, 2023
Solved

Call Forwarding to Answer Service - External Contact External Number Promblem

  • February 3, 2023
  • 8 replies
  • 5 views

Hi Everyone

 

I am trying to set up call forwarding to my answering service AnswerConnect to an External Number +1866414****

 

I went to https://support.zoom.us/hc/en-us/articles/360021325712-Changing-phone-settings-web-portal-   and scrolled to How to forward to an external phone number and the answer was not helpful because my Setting will not allow me to Add an External Phone number. See no. 1 attached.

 

So, I entered AnswerConnect to an as an External Contact using  +1866414****. See no. 2 attached.

 

Then, I attempted to edit Call Handling using AnswerConnect as the External Contact and when I pressed enter, I get an error message of “International Calling Policy for current extension does not permit routing to the selected country.”  See no. 3 attached.  This makes no sense because the External Contact is entered as a US number (+1) and my calling plan is a US plan.

 

I need this problem solved so that I can forward all my calls automatically to my answering service.

 

FJC

 

    Best answer by FJC1

    Hi everyone.  A test number at $120 to $180 is not an option.  Fortunately, Kyle at customer help provided me with info that eventually solved the problem. See request (#16488051) .  One barrier to setting up call forwarding is that it cannot be done until your phone number ports over.  The second barrier is that your phone number will not work once ported until you assign the number in the system.  I have attached the instructions for Assigning a number.   Zoom needs to seriously improve onboarding for Zoom phone and communication during the porting process.  I spent 2 hours (probably more) figuring out the conversion and call forwarding. F

    8 replies

    S
    Community Champion | Employee
    sachinzoom
    Community Champion | Employee
    February 3, 2023

    hello there,

     

    Two things:

     

    1.  Make sure the user you are forwarding from has a DID assigned. I am assuming it is.

    2. Under Account management -> Billing -> Zoom phone, go to View/Edit Countries and enable the countries and this includes US.  Something like shown in screenshot below

     

     

    If this response helps, please accept the answer as an accepted solution, so others can benefit as well.

    F
    Newcomer
    FJC1Author
    Newcomer
    February 3, 2023

    Thank you for the feed back.  I am  assuming the the user has a DID assigned and I am double checking.

     

    In the meantime, I checking under account management.  All countries are selected including the US.  Still doesn't work.  Still getting the error message of “International Calling Policy for current extension does not permit routing to the selected country.”

     

    If you have other suggestions that would be appreciated.

     

    FJC

    S
    Community Champion | Employee
    sachinzoom
    Community Champion | Employee
    February 3, 2023

    Please let me know if the user has the DID assigned.

    Second, is Can you turn on International calling for this user ?

     

    If this response helps, please accept the answer as an accepted solution, so others can benefit as well.

    F
    Newcomer
    FJC1Author
    Newcomer
    February 3, 2023

    Hi. The work around didn't work.   I have a ticket.   Thanks for trying.

     

    S
    Community Champion | Employee
    sachinzoom
    Community Champion | Employee
    February 3, 2023

    Thats good. Meanwhile, You can intermittently enable International calling as a workaround for the user, which will allow you to add the toll free number as an external contact, if the ask is urgent

    E
    Contributor I
    enielsen
    Contributor I
    February 3, 2023

    1 - just to be clear - are you located in the US?

    2- if the number used is not a toll-free number, does the behaviour change?

    3 - can the user manually call the number from their zoom app/phone? If not, perhaps something not set correctly at the site or group level - not just the account level...

    F
    Newcomer
    FJC1Author
    Newcomer
    February 3, 2023

    1. Yes. I am located in the US in Woodland, California

    2.  I tried using a user number that is not a toll free number.   No change.  Problem persists.

    3.  I tried calling the 866 number for my answering service as well as multiple non800 numbers from my Zoom app.  No calls work.  I get this message " Sorry the requested service is not available in your calling plan."

     

    One problem that occurs to me is that my number that I plan to use for my Zoom account has not been ported over yet from my existing carrier (Astound) to Zoom.   

     

    I have a Zoom Basic Account and I have activated it.  I am waiting to for the Zoom porting team to contact me.

     

    However, I am very concerned about porting over if the call forwarding won't work once ported.

    S
    Community Champion | Employee
    sachinzoom
    Community Champion | Employee
    February 3, 2023

    Hi Thats explains it. You will not be able to make outbound calls until porting happens. Hope you have submitted for porting ? 

    https://support.zoom.us/hc/en-us/articles/360021333732-Requesting-a-number-port-for-US-Canada-or-Puerto-Rico

     

    Meanwhile, While you are waiting for porting, you can procure a Zoom based number and perform outbound testing as well

    https://support.zoom.us/hc/en-us/articles/360020808292-Managing-phone-numbers#h_007ec8c2-0914-4265-8351-96ab23efa3ad

    Once porting happens, you can delete this number. You will need a phone number license though.

     

    However, The issue you are facing, as long as you have a license, you should be able to pre configure the forwarding. The support ticket should fix that for your account.

     

    F
    Newcomer
    FJC1Author
    Newcomer
    February 3, 2023

    Yes. I have made the request to port.  I am scheduled for a porting appointment on February 9th.

     

    Hopefully, the ticket will help me set up things ahead of the porting appointment. 

      E
      Contributor I
      enielsen
      Contributor I
      February 3, 2023

      Can you get a temporary number from Zoom to use for testing?

      F
      Newcomer
      FJC1Author
      Newcomer
      February 3, 2023

      Good idea.  I will ask when they respond to my ticket. 

      S
      Community Champion | Employee
      sachinzoom
      Community Champion | Employee
      February 3, 2023

      hello, You can procure a temp number yourself. See the link in my post above

      F
      Newcomer
      FJC1Author
      Newcomer
      February 5, 2023

      Thanks Sachin.  I tried procuring a temp number and it said my license didn't allow it.  Is there a way to have a temp number at minimal cost that I can later discontinue once I do the necessary testing?

      S
      Community Champion | Employee
      sachinzoom
      Community Champion | Employee
      February 5, 2023

      Hi,

       

      You can procure an “Additional phone number” from the zoom phone pricing link and assign it to the user.

      F
      Newcomer
      FJC1AuthorAnswer
      Newcomer
      February 9, 2023

      Hi everyone.  A test number at $120 to $180 is not an option.  Fortunately, Kyle at customer help provided me with info that eventually solved the problem. See request (#16488051) .  One barrier to setting up call forwarding is that it cannot be done until your phone number ports over.  The second barrier is that your phone number will not work once ported until you assign the number in the system.  I have attached the instructions for Assigning a number.   Zoom needs to seriously improve onboarding for Zoom phone and communication during the porting process.  I spent 2 hours (probably more) figuring out the conversion and call forwarding. F

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