Phone

We currently have Yealink T54W Desk Phones. I love how Zoom Phones (and Yealink) are able to display the Caller ID name with extra information. For example, if a call is routed to a Call Queue that the user is a member of, their desk phone will ring and show the caller ID name as "JOHN SMITH calling for CALL QUEUE A". Alternatively if the caller enters the user's extension at the IVR the caller ID name shows as "JOHN SMITH calling for USER A". However if the caller's ID is not updated on their side or is unavailable, the caller ID name will expectedly come across as "UNAVAILABLE calling for CALL QUEUE A". If it's a frequent caller, we'd like to update that on our side to be aware of the caller. If I add this caller to the local directory as MIKE SMITH, then all incoming calls from this caller will appear as MIKE SMITH. That's good to see the name now, but it does lose the "calling for CALL QUEUE A/ USER A" information... I'm unsure if what I'm looking for is even possible but

Hello, Are there any restrictions on using External Contacts in the application?For example, if I import 500,000 records and we don't use AD,O365,Google.Is there a limit to the number of records that can be searched or displayed in the application?

How can I upload all my contacts in the Zoom online directory & push the entire contacts list to every phone in my environment, so that every user has the same contacts.  currently not using LDAP, or any corporate directory, only the Zoom contacts capabilities imbedded in the zoom application. 

with repect to Yealink MP56 desk phones, Yealink support article describes how to convert a Teams edition to a Zoom edition. i do not have any personal experience converting mp56 e2 from teams edition to zoom edition.  i think it is possible.  according to yealink: "The phone cannot be used as both Teams and Zoom phones simultaneously. This is the strategy of Microsoft and Zoom.There is no license requirement for converting Teams and Zoom versions. You can directly upgrade the device firmware to the desired version." please see yealink support article Convert between Teams and Zoom Versions. Yealink Support  Log in to the phone web user interface as an admin.Go to Settings > Upgrade > Upgrade Firmware > Browse.Select the latest firmware for Zoom and click Upload. it appears to me that you do an Upgrade Firmware located at the bottom of the screen and browse to select the current zoom firm

I have a user that when he makes a call (internally or externally) he can't hear the call dialing. He also can't hear any music when he is put on hold. If he changes his audio device to use the internal speakers of the laptop the audio is fine. This is the second laptop this has happened too. To clarify there is no issue when speaking to the end user. Both sides can be heard clearly. It is only when he is put on hold he does not hear audio. We have tried a different laptop. Different Headsets using different connection methods. Type C, USB2 and bluetooth. All give the same issue. Im hoping someone else has come accross this issue and may be able to help 🙂

Having a rough time with the transition to Zoom phone.  A big part of my business need is SMS.  I don't need to mass message, but did the 10DLC process anyway.  When I attempt to send SMS, I get the message "You don't have a direct number. You cannot start a new conversation".  I have had a ticket open a couple of days on this, and no response.  I am sure I have a few upset customers.  SMS is enabled, and that made the sms tab appear, but still no luck.   Any help would be greatly appreciated.

We've had a recurring issue over the past year of using zoom where call audio is lost when we make calls or receive calls from the zoom app on our cell phones with another zoom team member on a PC.  The call is not dropped however we can't hear anything for long periods of time.  Audio does come back after a long period and then it will continue to happen.  This happens every time and we cannot complete the call without using our personal cell phone to complete a call instead.  This issue does not occur when we use zoom from PC to PC or when using the zoom app via cell to call an external phone number.  Wondering if anyone else experiences this issue and how this may be resolved.  

I'm running a Radio Talkback Program using Zoom Phone.I'd like to make it so that I can send a web link to anyone - or have a shortcut on a web page, that allows a web user to simply click and have it call my Zoom Phone via the web - having installed no apps.Possible?Cheers, Jas

Dear Zoom Support Team,I hope this message finds you well.I am reaching out to seek guidance on how to access transcriptions for Zoom Phone call recordings. Specifically, I would like to know:Where can I locate the transcriptions for Zoom Phone call recordings in the portal?Are there any specific settings or permissions required to enable and view these transcriptions?Your assistance in providing step-by-step instructions or relevant documentation would be greatly appreciated.

HiI am based in Australia and interested in the Zoom phone plans. I understand Zoom will own the phone numbers but is ownership of the phone number transferrable if I decide to leave the Zoom plan? Thanking you in advance Joe

Hi,  When pressing a number to dial on salesforce, the zoom phone popup on the bottom left on the screen always opens, when I already have the zoom app open and are using this as my workflow instead. I'd like for the salesforce popup not to pop up every time I dial as it covers vital information on my salesforce contact/account. Using a MacAir / Zoom Workplace most recent update Version: 6.2.6 (41824)  

We have a user who answers calls for her own extension and a call queue. She has her desktop app and a Poly E550 phone. When she deletes the voicemail using the portal, it remains on the phone. We have deleted all of her messages using the portal, but the phone screen still shows 189 messages, and she can still listen to them.

Recently, my zoom phone will not make outbound calls. I keep getting 'call failed' in red letters when I dial out. I am calling from my desktop. 

We are trying to set up a new user.  The invitation to activate their account is being sent to their email but they are not receiving it.  It is not going to spam folder.  We have tried sending it several times to no avail. 

First time porting in Zoom. My clients invoice comes from Ring Central.  Once I put the numbers in, it obviously splits them up between the underlying carriers (3 that are not ring central). It is asking me for the acct info for each carrier.  Do I put the ring central info in all 3 spots?

Hello all, The most current Zoom 10DLC support was updated in May. It states that "Campaign approval is taking 2-3 weeks due to a backlog with downstream carriers and providers." My brand was approved instantly on May 5th, 2023, but my campaign is still pending after all this time. We are now sitting at 5+ weeks since my submission. Does anyone else have recent data points for how long it's taking to get a campaign approved? I have a non-Zoom datapoint of a one week turnaround time for an AT&T Office at Hand/Ring Central campaign I was working on for my day job back in May. Appreciate any input everyone has!

I am configuring a cisco virtual 8000 router using this doc https://assets.zoom.us/docs/zoom-phone/Zoom-Phone-Config-Guide-Cisco-UBE-ISR4331.pdf I am looking for the following information. Thanks in advance voice class uri 100 siphost ipv4:XXX.XXX.XXX.XXX session protocol sipv2session target dns:[Zoom’s FQDN]

We have several other model Zoom phones we tested over a Verizon 5g connection and they all worked perfectly. However, we have a new Yealink T46u from Zoom and this phone cannot make outgoing calls. It can receive calls and it connects to Zoom just fine. It will error out eventually when trying to make a call saying "No Invite Response Received!" I initially thought it was the router however there is nothing being blocked as indicated by the logs, and the packet captures show successful communication to the Zoom servers. The T46u has the latest firmware and multiple factory resets have been done. Any ideas?  

Dear Zoom Support Team, I am experiencing audio disconnection issues while using the Zoom app on my Blackview tablet. The issue occurs during meetings, where the audio stops unexpectedly or does not connect at all. Here are the steps I have already tried: 1. Checked and enabled microphone permissions.  2. Verified the device volume is not muted.  3. Restarted the app and my tablet.  4. Ensured I have a stable internet connection.  5. Updated the app to the latest version.   Despite these efforts, the issue persists. Could you please assist me in resolving this? If you need additional information about my device or the app version, let me know. Thank you for your support! Best regards,

I have an issue where our T46U's are not making outgoing calls using a Verizon 5g router. * The phone is connected to the Zoom portal and shows online.* The phone can receive inbound calls.* If I change the ISP I can make outbound calls.* Other Zoom supported phones connect to the portal and can make calls over the 5g, just not the Yealink we have.* Can make a Zoom phone call using the desktop app over the 5g connectino.

What is the easiest way y'all are reporting your call volume per person/department? On prior systems we were able to determine the answer ratio but I am not having the best luck with the zomm analytics.

When a staff member changes departments or leaves the University,  we assign a new extension or remove that person from Zoom phone. This doesn't remove them everywhere in Zoom Phone. For example, if they are receiving voicemails for another group. Is there a way we can search on a person's email to see if they exist anywhere else in the Zoom Phone portal?

What is the best strategy to provide up to date emergency service information for an individual who has two desk phones.  One desk phone is in the office and another desk phone is used nomadically as he switches from location to location.  For example, one week, he might be on a construction site in Louisville, KY and the next week he might be at a construction site in Chicago, IL.  Knowing the network details (public IP, private IP/subnet, etc.) is difficult and cumbersome to keep up to date.  When using the Zoom Workplace app, the individual is prompted for a new location, but that doesn't seem to affect the physical desk phone.   Let me know if there is a good strategy for handling this type of situation. Many thanks!

I saw another thread on this and the solution is not quite what we need.  We have weekend queues that only have one person in them each weekend.  Sometimes they are in areas with Internet service that is not optimal. But still at least 4G service. We try to have them on Wifi as much as possible but still I'm finding that oftentimes they're phones do not ring when calls come in. I will even test call their extension and they do not get any notification. The answer from Zoom support is to uninstall/reinstall the app and then it will clear out the cache and fix the problem. I have some people who have to do this EVERY WEEK. Does the cache really get corrupted THAT often? I mean, this cannot be a normal type of operation.

Hey all, While we are Zoom WebConferencing users since years, we're transferring more of our services from Cisco Jabber to Zoom. Today we're already using WebConferencing, Presence (incl. Outlook) and TeamChat. Now my findings on Zoom presence status:- Zoom presence works really well if you're a desktop / laptop client only user.If you're away from keyboard it turns absent and if you turn it off it turns off. Also it gives you a persistent OoO status.- If you have the desktop app & the mobile app (IOS) the mobile app takes control once the status would turn away of off. It sets the status automatically to "online mobile". It is a don't care if the mobile app is opened or closed.- If you explicitly set the status in the desktop app (e.g OoO) this status remains active even if you shutdown the desktop app. But once you open the zoom mobile client the status turns "online mobile" and stays "online mobile" even when I close the app again.- If you open the zoom mobile app and