Zoom Phone Forwarding Troubleshooting – Fix Missed or Dropped Calls
If your Zoom Phone forwarding isn't working, these steps usually solve it.
Common Causes
🚨 Typical Issues
- Incorrect call handling rules
- Disabled user extensions
- Voicemail priority over forwarding
- Blocked destination numbers
How to Fix Forwarding Issues
Check Call Handling Rules
Admin Portal → Phone System Management → Users & Rooms → Call Handling
- • Verify rules are enabled and properly configured
- • Check business hours vs. after-hours settings
- • Ensure no conflicting rules exist
- • Review user-specific call handling preferences
Re-enable Forwarding
Re-enable forwarding and confirm numbers in E.164 format
- • Use proper international format (+1 for US numbers)
- • Remove any special characters or spaces
- • Test destination numbers by calling them directly
- • Verify mobile carrier isn't blocking forwarded calls
Test and Review Logs
Test forward to external number and review logs under Call History
- • Make test calls to verify forwarding works
- • Check call logs for routing information
- • Look for error messages or failed attempts
- • Verify timing and ring duration settings
🔧 Advanced Troubleshooting
- • Check for forwarding loops by mapping all forwarding paths
- • Test with different destination numbers to isolate the issue
- • Verify user presence settings aren't interfering
- • Review Do Not Disturb and availability status
- • Check if call queue or auto attendant is overriding settings
- • Ensure sufficient licenses for all forwarding destinations
Frequently Asked Questions
Can I forward to multiple destinations?
Yes – sequential or simultaneous ring options exist. You can set up multiple destinations and choose how calls are distributed.
Why does forwarding stop after hours?
Check Business Hours settings under Call Handling. You may need separate forwarding rules for business hours and after-hours.
What if calls go straight to voicemail instead of forwarding?
Check your ring timeout settings and ensure the forwarding destination can receive calls. The destination number might be busy or unreachable.
Can I forward international calls?
Yes, but check your plan's international calling restrictions and ensure proper number formatting with country codes.
How do I prevent forwarding loops?
Map out all forwarding paths and ensure no circular routing. Zoom Phone has built-in loop detection, but complex setups may still cause issues.
Still Having Forwarding Issues?
Access your Zoom Phone admin portal for advanced configuration or contact support.