Phone

In our system we've got a lot of overflow call queues setup, and they currently show up in the phone directory on the Zoom app and on desk phones.  Is there a way to hide these from the directory so they don't show up when people are searching? Primarily it's needed for call queues but it would also be useful to be cable to exclude auto receptionists too.  We use Yealink T44W desk phones if that is useful information for this.  Thanks!

Hi, my Salesforce org has conversation insight licenses, but zoom phone isn't supported out of the box.  There is however documentation for connecting with Zoom Phone via the API.  Has anyone done this?  I can't find any specifics on how to integration Zoom Phone with Salesforce Conversation Insights, just API documentation.  

HiWe face a one-way audio issue with Yealink T-31P IP Phones and Ribbon SBC 1000. The same phone works perfectly with the Ribbon SBC Swe Edge. What I suspect is the Opus codec priority since there is no option of adding the OPUS code in SBC 1000 but is available in SBC SWE Edge. The strange thing is that this issue is never seen in inbound calls from PSTN to Zoom, but it happens every time a Zoom user calls a PSTN number. We don't face any such issue when the Zoom app (Windows, Mobile) is used for inbound and outbound calls. We have tried to make changes to the provisioning template for IP phones, but it doesn't affect anything and nothing changes. Has anyone faced any such issue? I need help.Rizwan  

We are migrating off of a Cisco CUCM phone system going to Zoom Phone. Currently users on Cisco phones are able to dial "0" to get to the front desk operator. Is this possible with Zoom? I see that extensions have to be from 3 to 6 digits in length. Thank you!

I am using zoom phone call and assigned us/ca metered plan I bought the number but the and follow all the step.  when I can call out to anywhere I need. However, I get the following message when trying to make outgoing calls on my zoom phone: "Sorry, we cannot complete your call. Your service plan does not support calling to this destination"

We have staff members that use the Zoom app on their cell phones as their work phones and are connected to our 1 gig Wi-Fi. They are receiving calls but then the app will not connect, and they receive a message "Not connected. Attempting to reconnect..." This is causing a lot of frustrations for our constituents and staff. This is not the same experience on our hard phones or computer app, but the whole company is mixed on how they use Zoom. Anyone else experiencing this?

So I have gone through all the testing, uploaded the new audio drivers, eliminated all other speaker options.  The issue seems to be somehow related to the cell phone, when I start up the computer with the cell phone turned off the problem does not occur directly.   I have terminated the cell link from windows, but still if the cell phone is on, I can not use the Zoom Phone, pretty frustrating, especially when I have to use 2 source verification or want to receive cell calls.  Any ideas from people more savvy than I.

HiThis is a new problem. Everything worked fine yesterday so it is not a problem with internet connectivity, firewalls etc. etc. I have Zoom phone. Today I find that it works on two different Android phones when using the Zoom app but does not work on two different PCs. On the PCs, I can dial and connect but cannot hear or be heard. Thanks for your helpMitch

can we setup a toll free (1800....) phone number for our business that will forward to our actual business phone number?we have zoom phone numbers

We use Yealink W56H. I have two locations and two call queues with members assigned. Are the users of the call queues able to check the queue voicemail on the physical phones or is the website the only option?

Is there a way, when a call queue goes through several overflows, to direct voicemails back to the original queue when they reach the end of the the overflow?  For example I am setting up the following queuesSales Team ASales Team BSales Team CI also have these overflow queues:All Sales EmployeesAll Phones The overflow for each sales team is this:Sales Team A -> All Sales Employees -> All Phones -> VoicemailSales Team B -> All Sales Employees -> All Phones -> VoicemailSales Team C -> All Sales Employees -> All Phones -> Voicemail What I want to do is when the overflow reaches the voicemail, it goes to the relevant sales teams voicemail inbox. For example if a call came into Sales Team B and rang through to voicemail, I want it to go into the voicemail inbox of Sales Team B.  Is there a way to achieve this?

Dear Zoom Support Team,We have been experiencing an issue with our Zoom Phone lines for the past two days. While inbound calls and outbound calls to non-Singapore numbers are functioning correctly, we are unable to make outgoing calls to Singapore numbers.Here are some additional details:Inbound calls: Working fineOutbound calls (non-SG numbers): Working fineOutbound calls (SG numbers): Not workingThis issue is impacting our operations, and we would greatly appreciate your assistance in resolving it as soon as possible.Please let us know if you require any additional information or logs to diagnose the issue.Looking forward to your prompt response.Best regards,Sangpi

Hi!I work in the IT department for my company. We depend on getting emails containing voicemail. We received a ticket this morning that some people had left voicemail that the appropriate recipients didn't get. There were 16 voicemails recorded for one of our user accounts. I did a Message Trace in Office 365 and only 14 emails arrived from Zoom for that associated email account. I have no way of knowing if Zoom failed to send the emails or if Office365 silently dropped them. Is it possible to get email delivery reports from Zoom? It would be great if I could send such a thing to Microsoft support and ask why they're dropping our emails, if that's the case.

Dear Community,This 10 DLC Campaign approval process needs more structure and clear guidance on what is required and how to complete the form.I have tried all but my campaign has not been approved. Each time, I am asked to fix this, or that. Once issues are fixed, case gets declined or rejected again for a new reason. At some point, it does not make any sense.  The last instructions I worked on was about adding contact information to online presence. After making changes, I re-submitted my request for approval. I was surprise that my request was rejected again.Upstream CNP declined sharing request for campaign XXXXXXX.Explanation: Brand name inconsistent with online presence. Privacy Policy/Statement missing from online presence. XXXXXBrand name and trade name are not the same, an explanation with proof has been provided. Does anybody has an idea about to solve the above isscues?Thank you

I just signed up for Zoom Phone and my profile page indicates my accout has been activated. However, when I try to call out via zoom, I get the message "Service is not available in my calling plan."

We have recently cancelled our Zoom Workplace Business plus with UK/Ireland Unlimited and repurchased a Zoom Phone UK/Ireland Calling Plan only, to be used with the Zoom free meetings plan. However under phone system management all our users are still showing up as being assigned Zoom Workplace Business Plus. I made a change to one user’s profile (upgraded them to admin) and this has led to them having Zoom Workplace Business Plus automatically removed from their account and they are now showing up as being assigned Zoom Phone Basic, and have lost their Zoom phone functionality. However I am unable to assign them a new calling package; the option for the new Zoom Phone UK Ireland Calling Plan is not available when I go to assign package - in fact there are no package options at all. Can you advise?

I'm having an issue at the moment with my Zoom PhoneI'm not being alerted when calls are coming through and am just seeing missed calls once the call rings out, so I'm currently unable to answer phone calls.The phone isn't ringing and there is also no pop-up visual alert when someone calls - I just see missed calls.I tried calling myself from another phone and it was ringing but I couldn't see anything in Zoom until I hung up the call and then it showed as a missed call

Received an email notice that Phone Management is being updated to "Number Management" portal. The email also states the following: Zoom will discontinue the existing “Phone Number” section, and the new “Number Management” service will become the default number management interface starting on January 15, 2025​​. My question is, as an Admin, do I need to manually update? Or will this update apply across the board regardless of intervention? 

We are new with Zoom Phone.  I need to create a role that will allow creation/deactivation/deletion of Zoom accounts and assigning those new accounts Zoom Phone licenses (only).  Basically, this role will allow management of accounts that have phone licenses.

Has anyone else encountered audio issues with Zoom on T-Mobile? Several users (iOS & Android) can't hear or be heard during calls over their data connection. We've submitted a ticket with Zoom and confirmed basic troubleshooting, but Zoom claims it's a T-Mobile issue. The call quality dashboard for Zoom shows no receiving stats for T-Mobile users, so it does seem like maybe a port issue on T-Mobile's end. Looking to see if any others are experiencing this. 

HelloI want to enable receive sms messages. I need to verify my tik tok business account and how can I enable receive sms messages. When I open mobile app and go to phone I have only 3 options: history, voice mail and lines. I don’t have sms.

As we've been rolling out Zoom Phone to our users, we now have several sales folks and managers using SMS.I've fielded several complaints that they "miss" messages because the sound that notifies the user is not loud and happens very quickly. Has anyone found a way to modify which sound and level of volume we can get for SMS messages?

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Hi does anyone have experience of using Zoom for VOIP calls in the UK with using a ATA so they can keep their old phones?  If so what ATA is the simplest to use with Zoom with minimal set up? Thank you

Is there a way to pre-screen incoming external calls to gather information like their name, company, or reason for the call? That way the person receiving the call has more information on how they'd like to handle the call (answer, decline, VM). I like the idea of sharing extension numbers and DID# to others BUT, I don't want our executives and upper level managment to be blindsided by someone that obtained their DID# through incorrect channels. I see there is a User Setting for Call Screening - "Incoming direct external callers will be prompted to respond to a button to reach users, callers who don't respond will be disconnected." This seems to be on the right track, but extremely limited functionality.