Overview

You may experience an issue with calls being transferred receiving internal intercept from Zoom while the same numbers manually dialed through Zoom phone go through just fine.

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Prerequisites

• Screenconnect access
• Hepic access
• PSX access

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Solution

To start with troubleshooting, we will need fresh call samples. Reproduce the issue and open a ticket with Support, making sure to describe the issue and any symptoms you observe, and add at least two call samples in the following format:

• Calling From Number:
• Calling To Number:
• Date of call: dd/mm/yy
• Time of call: xx:xx am/pm (time zone)
• Trouble observed: Inbound or Outbound
• Description of the failing scenario

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When dealing with such requests:

1. Check the route configuration first. Verify the routing label to ensure that calls are routed properly to Zoom.
   

   In the screenshot above, we can see that the routing is properly pointed to Zoom.

   If the routing is incorrect, this will be the root cause and should be fixed. Double-check the label and adjust the routing with a script. You can refer to Preparing Scripts for DIDs PSTN/OnNet routing to PSX Case 1 for an example.

2. If the route is correct, reproduce the reported issue and verify if it is still ongoing. If you experience no failures, inform the customer that the routing is correct and the issue is not reproducible, and ask to verify if the issue persists for them.
3. If you see "the number is not available", ask the customer to ensure that the numbers are correctly configured in Zoom, what the transferred number is, and if everything is set up but the issue persists, fresh call examples. 
4. If we reach here, the routing is correct, and the Zoom side is supposedly configured fine, so investigate the traces. In a Screenconnect VM use Hepic to search for the samples provided and your reproduction attempts.
5. Check if you see any failures in SIP signaling and where the call is aborted, then see which side is responsible (our SBC, AT&T, customer side/Zoom) and reach out to the SaaS, AT&T, or the customer with the findings.

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The Support Team will investigate and take appropriate actions. If needed, we may reach out to you to run certain checks or to reach out to third-party providers.

Verification

To verify that the issue is resolved, try to reproduce the failing scenario and see if a call is connected without issues.