Zoom Phone System
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Important updates from Zoom Support:
  • Starting February 3, 2025, Zoom Phone customers must add their phone numbers to an approved 10DLC campaign in order to use SMS/MMS capabilities on their numbers.

  • Introducing more live support options! More Zoom customers now have access to live agent chat support. Sign in and visit our Contact Support page to see all your available support options. We’re here to help!

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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!

Recent Activity

Can BYOP PBX users call PSTN through Zoom phone system if there is no direct PSTN access for PBX?

Hi, We have a Zoom Phone system account and a local PBX without PSTN access. we can setup BYOP using SBC between Zoom and PBX and call between Zoom and PBX users are working, we also can make inbound call to PBX user via external contact, I am not us... Show more

Hi,

 

 We have a Zoom Phone system account and a local PBX without PSTN access. we can setup BYOP using SBC between Zoom and PBX and call between Zoom and PBX users are working, we also can make inbound call to PBX user via external contact, I am not using BYOC for PSTN access but Zoom provider exchange. Can I call PSTN from PBX users through Zoom phone system? if the answer is YES,  any document or idea how to setup the BYOP SBC (Ribbon SWe Core)

 

Thanks,

 

Simon


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Zoom Agent Status automatically changing from Ready to Not Ready

Hi there, A couple of my contact centre agents have reported that their status changes automatically from Ready to Not Ready several times a day. They work in separate locations and one is a hybrid worker who says the issue occurs when in the office ... Show more

Hi there,

 

A couple of my contact centre agents have reported that their status changes automatically from Ready to Not Ready several times a day. They work in separate locations and one is a hybrid worker who says the issue occurs when in the office on the corporate network and when at home on their own internet.

 

Has anyone experienced this behaviour with Zoom Contact Centre?

 

Many thanks,

Matt.  


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Resolved! Feature Request - Call Queue Scheduling

Would love to see an option to schedule opting in or out of a call queue. I already use business hours, which is great! But I normally work in my office in the mornings and I'm out in the field in the afternoon. I don't want to receive calls from the... Show more

Would love to see an option to schedule opting in or out of a call queue.

 

I already use business hours, which is great! But I normally work in my office in the mornings and I'm out in the field in the afternoon. I don't want to receive calls from the queue while I'm out in the field, but still need to receive calls to my extension. Currently I'm switching it manually, but I often forget to opt in or out, potentially missing calls.


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Intercom muted with headset

Hi,I'm an IT tech at a small firm. We are using Zoom phone with Poly CCX 600s. Our CEO used to be able to Intercom his assistant and she would receive a short notification before being able to accept the call. The assistant had a older style headset ... Show more

Hi,

I'm an IT tech at a small firm. We are using Zoom phone with Poly CCX 600s. Our CEO used to be able to Intercom his assistant and she would receive a short notification before being able to accept the call. The assistant had a older style headset that would plug into the back of the headset RJ9 port on the Poly phone, but we got a new headset and the Intercom works differently.

The new headset is a Yealink WH64 Wireless Headset. It plugs a micro usb into the phones usb A port and works great except for the intercom function. When the CEO starts an intercom, the assistant's phone will receive no notification and will automatically answer the call. The call is also automatically muted so the assistant is not coming through at all.

Ive tried a Yealink EHS35 micro to rj9 cable and the headset does not detect the desk phone at all, no audio between them even after making sure the phone sends it to the headset.

Any advice or setting I can alter to have at least an auditory notification come through before auto accepting the intercom call.

Thanks in advance!


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Resolved! Zoom Activity Center Notifications returning as unread

Hello, I have a user who has marked all notifications in the Activity Center as read (both individually as well as using the triple dots and marking all as read), but each day her notifications come back as unread. I believe that they are reappearing... Show more

Hello, I have a user who has marked all notifications in the Activity Center as read (both individually as well as using the triple dots and marking all as read), but each day her notifications come back as unread. I believe that they are reappearing after each time the application is reloaded.

 

This is in the Zoom Phone System section because this only seems to be happening with Zoom phone notifications specifically, Voicemail, missed calls, etc. 

 

I don't see any real settings we can change regarding the Activity Center Notifications besides allowing specific notifications into that area. We want these notifications to appear so the user will know that they have calls to return or voicemails to listen to, but how do we prevent the activity from returning after it has been marked as read?

 

I have talked with this user and they have just updated to the latest version of the Zoom Workplace Client (6.2.3). She had marked all of the notifications as read, then updated and the notifications returned after the application restarted.

 

I appreciate any help you guys can give me! Thanks!


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Provisioning delegated access

We are a Zoom reseller and were trying to configure our end users account. They have added an email account and delegated access to me but when i try to manage their account i receive the following error "Only licensed user can access this, please co... Show more

We are a Zoom reseller and were trying to configure our end users account. They have added an email account and delegated access to me but when i try to manage their account i receive the following error "Only licensed user can access this, please contact your account admin."

The account i have is the owner and has a Zoom pro licence


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Texting is now randomly not working. We have used Zoom Phone for almost a year.

Hi there, one user is getting the error message, "You don't have a direct number. You cannot start a new conversation" when texting some people. She can text some people from the desktop app, but not others.We have been using Zoom phone for almost a ... Show more

Hi there, one user is getting the error message, "You don't have a direct number. You cannot start a new conversation" when texting some people.  She can text some people from the desktop app, but not others.

  • We have been using Zoom phone for almost a year
  • We do have 10DLC and a campaign approved / assigned.
  • The phone numbers were ported into Zoom Phone almost a year ago.
  • We haven't made any Zoom admin changes in the Zoom dashboard.
  • We don't bulk send text messages.  Just used in communicating with our customers and vendors.
  • I've send a text message to a person that she can't and it works fine.

Any guidance would be appreciated.

 


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Call Distribution, Tiered Groups

I am having a hard time wrapping my head around a potential solution for our call distribution desires. We have a team of CSR's that I would like to receive calls based on longest idle. After attempting to reach those users, I would like the call to ... Show more

I am having a hard time wrapping my head around a potential solution for our call distribution desires.  We have a team of CSR's that I would like to receive calls based on longest idle.  After attempting to reach those users, I would like the call to overflow to another group of users.  I believe I can accomplish this with (2) call queues.  However, if the call goes unanswered by both groups, I would like the process to start over.  If the call makes it through the cycle again, then I would like to overflow the call to an outside number for our answering service.  Any ideas on how to achieve this type of rotation? I considered a third an fourth call queue, but I didn't want to have our CSR's turning off/on two queues every day.  Thank you for reading!  


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Carry “on hold” audio across overflow call queue

We have a situation where I would like an “on hold” audio track to play while ringing our first call queue and that audio file seamlessly carry into the overflow to second call queue where we add additional members. Any way this could be possible? 

Resolved! Need simple answer: Metering charges for call forwarding?

I haven't found a clear answer, so, I am hoping someone can help (and that their response can help others): I recently signed up for the Zoom US & Canada Unlimited plan for my small business.I paid for one licenseMy business partner and I would like ... Show more

I haven't found a clear answer, so, I am hoping someone can help (and that their response can help others):

 

  • I recently signed up for the Zoom US & Canada Unlimited plan for my small business.
  • I paid for one license
  • My business partner and I would like to set up the Auto Receptionist so that if someone dials our Zoom phone number, they can get routed to either my or my partner's cell phone based on which option they choose. This way, each of us can have separate extensions listed on our business cards
    • To make this more visual:
      • External caller calls Zoom phone number -> Auto receptionist responds and says "Dial 1 for Person A or Dial 2 for Person B" -> Externall caller dials 1 and call gets routed to my cell phone number (NOT the Zoom mobile app)

Question: Besides the charge from my cell provider, will Zoom also charge me (either through a single fee or metering) for that call forwarding service? If yes, what is the fee and where can I read more about it?


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