Zoom Phone: Unable to Make or Receive Calls, Missing Phone Icon, and Time Zone Issues

Environment

University of Michigan Zoom Phone users — Ann Arbor, Dearborn, Flint campuses

Issue

• You are unable to make or receive Zoom Phone calls using the Zoom Workplace app, even though settings appear to be correct.
• You are missing the Phone icon in the Zoom desktop application.
• You receive a "Call Failed" error when attempting to place calls.
• You do not receive calls during expected business hours.

Resolution

Check time zone settings

The default time zone for all Zoom Phone softphone-only users is Pacific Time. If you have specific business hours set and your time zone is incorrect (e.g., still set to Pacific Time rather than your local time zone), you may miss calls.

Update time zone

1. Go to zoom.umich.edu.
2. Log in.
3. Click the Profile button on the left side.
4. Scroll to the time zone section.
5. Click Edit next to the time zone.
6. Update your time zone.
7. Click Save Changes.

        Note: Zoom deskphones default to Eastern Standard Time.

Restore Missing Phone Icon or Fix Call Functionality

Sometimes, the Phone icon may be missing in the desktop application, or the app may not allow you to make or receive calls. To resolve this: 

1. Click profile picture or initials in the upper-right corner of the desktop application.
2.  Select Sign Out at the bottom.
3. Sign back in using SSO and check if the Phone icon appears or if calling functionality is restored.

Many users transitioning to Zoom Phone for the first time must sign out and back in for the Phone icon to appear. This is expected behavior. 

Address “Call Failed” Errors

If you are unable to make or receive calls and see a “Call Failed” message, do the following: 

1. Click profile picture or initials in the upper-right corner of the desktop application.
2. Select Sign Out at the bottom.
3. Sign in to U-M Zoom.

Additional Information

Need additional information or assistance? Contact the ITS Service Center.