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!

Hi,

I have just finished a migration of our small business phone system to Zoom Phone and in most respects it works well with the exception of the Mobile (softphone) App.  The ZoomPhone Website shows that there is a softphone app that can be used to make calls on you mobile, but it turns out to NOT be a softphone app after all.  The App is not recognised as a Phone App on our Samsung Android phones so any mobile phone calls are prioritised over Zoom Phone calls (pausing the Zoom call until the actual phone call is dealt with) and because the phone doesn't understand it to be a Phone App you can't answer calls or make calls using standard hands-free technology in the car.  This is going to be a BIG problem for our sales team if we can't get a resolution to this.  Any ideas or workarounds known ?

Has anyone had any luck provisioning the Spectralink Versity VC9240. Followed the Zoom instructions. Getting a "SSL Certificate verification error". 

(might be related?): I have the three DigiCert Global Root certificates but cannot find instructions on how to import those to the phone (as per the provisioning note from Zoom)

Hi,

I have users that are members to Call Queue and enable automatic call recording in Call Queue Level Pollicy.

In the user Policy the call recording is disabled.

I need all the outbound calls from the Call queue to be recorded (it is already done) but when the member of the Call queue makes an internal call to not be recorded.

is that possible?

Thank you in advance.

Alex

Hi

very strange support from Zoom phone ... 

following this documentation we can use the jabra headset button to answser a call or mute but it will not support to hangup "

• You can't use buttons on these devices to end a meeting or hang up a Zoom Phone call."

... is someone know why ... ?? 🙂

https://support.zoom.us/hc/en-us/articles/360026690212-Supported-USB-HID-devices-for-the-Zoom-desktop-client

thanks