system blocked external calls

[mchagolla]

I have an external number which is being system blocked, I checked on the account level and reviewed audit logs for user level.  This number has not been blocked.  Has anyone else run into this issue?  Thanks!

[sparrow]

Do you have auto-mark spam enabled or manual?

[mchagolla]

it is not enabled

[sparrow]

Verify that number is not in the block list if you haven't already. Phone System Management => Company Info => Block List Tab. Also, are you using Zoom native PSTN or do you have your own SBC?

[Eliot]

hi @mchagolla 

Maybe the external caller has been blocked by their service provider from calling your user’s zoom phone number.  What happens on the external caller’s side, i.e. what message do they receive?

You might consider having your zoom phone user request that the external caller try the zoom phone user’s cell phone number or a different zoom phone number.  If the call goes through, what caller id number and name is displayed on the cell phone?

It is possible that the call comes in without a caller id and is being blocked.

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[sparrow]

Never seen that happen before. Usually, it's the receiving carrier that blocks the incoming caller for spam/call block reasons. Check the call logs on your Zoom account to see if it even got there. Translation issues at the carrier level can also cause a call not to route correctly. We experienced that many times due to bad translation work by our previous carrier.