Calls stuck in "Ringing" State (Zoom Voice Integration)

Created by Birat KC, Modified on Mon, 9 Feb at 11:01 PM by Alsabana Sahubarali

Symptom

Users may see that their calls are stuck in "Ringing" state or users may see calls are duplicated, where one shows "Completed" and the other shows "Ringing".

Applies To

Organization that utilize the third party Zoom Voice Integration

Resolution

Please reference Zoom documentation below:

Ensure the Zoom admin has setup the Zoom/Outreach Integration: Admin guide for Zoom Phone for Outreach integration
Ensure each user has followed the following guide: User guide for Zoom Phone for Outreach integration

Cause

This issue occurs when the third-party voice integration has not been setup correctly on the user or admin level which causes a failure on the communication between the Zoom and Outreach platform.