Phone

Is it possible to have a user be able to log in and out of a call queue.  For example there are 2 people assigned to a queue. On M,W,F person A takes the calls however on Tuesday and Thursday Person B takes the calls.

We have the same extension on 3 Poly Edge e350 phones. Frequently, we are unable to retrieve a call that is on HOLD on another phone with the same extension without rebooting the phone. Since these phones are located in our Public Safety area, rebooting the phone can be problematic. Call Park is not an option since you need to enter a 3 digit code to retrieve the call and every second counts when answering an emergency call.  Phones are on version 8.2.1.0820.Has anyone else encountered this problem?

Hi there! I am trying to set up my number so that all calls go straight to voicemail. I have set the business hours to "none" in order to achieve this.  So far, it seems to be working (i.e., calls go straight to voicemail) HOWEVER, it will play two recordings: First, it plays the voicemail audio file I have created (which I want to play), but once that finishes it plays a second recording, that is a zoom default audio file ("There's no one here to take your call...."). I've searched every setting I can think of and cannot figure out how to disable the second recording! Any and all help is appreciated! Thank you.

When I change from Gallery View to Speaker View, the image displayed is not the speaker but the image of a muted Gallery participant.  What could be causing that

I'm trying to create an SMS campaign, but when I try to select the campaign type that's required, nothing appears in the dropdown menu (says no data). I'm the owner of the account. What am I doing incorrectly? 

I only see 2 reports in ZOOM (Admin) Website that are somewhat useful Phone System Management> LogsAccount Management>Reports>Usage Reports>Phone SystemAccount Management>Reports>User Activity Reports>Phone System Operation Logs Am I missing a place to see reporting for Strictly ZOOM Phone on the vanilla Web Admin Webpage (web-admin)? Is there anything useful in the ZOOM Power Pack in terms of ZOOM-Phone-Reporting that I should be looking at? FINALLY is there any 3rd party reporting products or services I could look at? Thanks in advance      

I have access to about 30 other peoples phone lines at work. So if one of my colleagues is on the phone, I can join their line. The issue I have is that within zoom, the phones are listed in completely random order. So when I am asked to join someone's call, I have to scroll through all of the lines to find the right person.  Is there any way to re-arrange the order the lines are listed, or put them in alphabetical order?

Hi there! I'm planning to buy additional 2 zoom phone packages, but buying new ones will give me new phone numbers right? If so, is it possible to assign 1 number to us 3 users? How do i do it? Thanks

Hi, I am having trouble with the initial setup for my zoom phone account. Firstly, I am unable to see my caller ID as the same number that I've rented, underneath my dial pad it says my caller ID is 800. I am also unable to make calls and thought that this would be linked to my first issue. I want to make international calls to the US from Australia with the basic phone plan but whenever I put a number in, a message is read out saying that the calling service is unavailable in my plan.  Do I need a provider carrier exchange for this. Please help

Hi We currently have Poly E400 phones that come with physical keys. I’m looking to assign BLF (Busy Lamp Field)  keys for all users. I’m aware that you can manually assign BLF keys by going to the user settings, selecting "Keys and Positions," and then making changes individually or uploading a CSV file. However, both of these methods can be quite time-consuming.Is there a way to assign BLF keys to all users simultaneously, rather than doing it one by one? Any advice or guidance on a more efficient method would be greatly appreciated.

Hello,I am trying to recover data from an old Zoom Phone plan that has now expired from a couple of years ago. Could someone please confirm what the default retention policy is with Zoom Phone had it not been changed?I believe this information is here: Phone System Management -> Company Info -> Policy Thanks a lot

I have a few questions regarding the Zoom Phone API method "Add an audio item for text-to-speech conversion" seen here: https://developers.zoom.us/docs/api/rest/reference/phone/methods/#operation/AddAnAudio . We were able to successfully send the post request and received the audio name and ID back in return, but where exactly is this audio item going? We cannot find it in our asset library under "Phone System Management". Any insight on this API method would be helpful.

Can we increase the voicemail message from 5 minutes to 10 minutes?

Our receptionists at each office have a Yealink T54w with an attached EXP50 side car.  Over the past couple of weeks, the side car shows a gray screen randomly multiple times per day.  The only fix appears to be to reboot the side car but they are having to do this 2-3 times/day.    Has anyone experienced this and have a fix or is this a known bug with a previous update?   Thanks,Jeremy

Dear all, Does anyone know or can tell me where to find information on which external certification bodies for a connection with an SBC are accepted by ZoomPhone? Thank you very much! Best regards,

Hello everyone, I am trying to interconnect ZoomPhone through a Patton SBC Model SN5501.Does anyone have experience with SBCs from this brand or can help me? Thank you very much. Best regards.

When I retrieve voicemails, the prompts are long-winded.  Is there a setting where these playback controls can be shortened?

I am new to zoom phone and need help! I have read through the previous discussions on this topic but cannot figure it out. I am a one person business. One person will be answering the phone. I want the phone to ring and then go to voicemail if not answered. Can someone please help me accomplish this? I do not want an IVR to answer and I do not want a caller to need to enter an extension.  It's very frustrating that this is so hard to accomplish! I am ready to use a different VOIP option.

We have a team of people set up with Zoom phone including SMS messaging. They are needing to receive text pages from an automated system that sends alerts out to a group of cell phones and pagers.  The system requires a email to text address, and does not accept the phone number directly. Does Zoom have an email to text address, for example google phone's is #@MSG.fi.google.com, Verizon's is #@vtext.com, etc. 

I have Zoom phone, using Android Samsung Galaxy 10. When a call comes in, it plays the ring tone but does NOT display an answer screen where I can accept or decline the call. I literally have to scroll to my Zoom icon and click it to display the answer screen. How do I correct this? Also, on different but similar note, is there a way to (1) set ringtone to "mute" (so it doesn't audibly ring, but still display the answer screen, and (2) is there a way to set Zoom phone to NOT ring at all on mobile device and only ring on my VOIP handset?

Hi All Our front desk receptionist mentioned she can't transfer calls directly to voicemail on our SIP phone yealink t46u phones in the copier or the pantry rooms but she can do it on our appliance phone yealink MP56. Is this a limitation of the SIP yealink phones? I made some changes to our dhcp server/settings last night so I'm not sure if that was what changed the ability to do so but I highly doubt it. Any confirmation on this issue would be great. thank you

Hello there. We have Yealink T46S desk phones (all on current firmware) with the label, display name, and wallpaper set up via Yealink's web interface. Seemingly randomly, the label and display name will go back to what it is named in Zoom's settings and the wallpaper will revert back to default (which is nothing). It seems to happen with all the phones, but not at the same time. And it happens repeatedly. I will change the settings back and within a few days, they revert again. I reached out to Yealink and they think it is caused by Zoom auto firmware update. Does this sound correct - would that cause these settings to revert back? I would prefer not to disable it updating the firmware. Or does anyone know why else this might be happening? Incidentally, I have the same custom background image (i.e. wallpaper) set up in Zoom > General Settings > Background Image, but that does not seem to carry through to the phone for some reason. Thanks for any insight!

Our company bills our clients for time worked on their accounts. For this reason, we need to track the duration of our calls. In our Mac Zoom Desktop App, it's easy to see the length of my voice calls if I go to the phone tab and look at my history. I cannot find this feature for the history/duration of my video calls. Since we are remote, we use video calls a lot (where some companies may just use voice calls), and some of my users are switching to using Slack for video calls since it records the duration of the call. That is a struggle because they then receive Zoom calls during their Slack video calls. Is there a place to see my video call history similar to my voice call history? I am not referring to scheduled zoom meetings, I'm referring to an impromptu call in which I simply go to my contact list, find the person I wish to call and click on their video icon. Thank you in advance! LeAnn Ely

Hello -  Admittedly, I am not familiar with the Zoom Phone system, nor am I the operations person that will typically resolve these types of issues.  I may use incorrect terminology or do a poor job of explaining the use case, but here it goes: Outcome I am trying to generate: When an agent misses a call, I would like for the call to rollover to a specific number where there is an agent always standing by.  Is this possible?  Second outcome, when a Support Agent (who uses ZenDesk Talk) attempts to transfer to an agent who is unavailable, I would like for the call to rollover to a specific number where this is an agent always standing by.  Is this possible? 

I have a Yealink T46U that is a member of 3 different call queues. When any of those phone numbers ring, the phone does ring, however the caller ID which shows which Call Queue is being called is very slow. I have to let the phone ring for maybe 2-3 rings before I can see which line they are calling. Are there any settings that can be adjusted? It's so slow that I initially thought the Caller ID wasn't working properly. Also, I am trying to change some dial-out settings as well. I want to have it so that, using the desk phone, someone can change the outgoing Caller ID. Right now it seems to only work though the Windows app. I have added the additional outgoing Caller ID options and can see them in the Windows or iOS app, but not on the desk phone.  Any help is appreciated.