Team Deo Zoom phone quiz

Can the customer obtain another Zoom phone number after deleting the old Zoom phone number?  

• True

• False

What is the SMS brand timeframe to be approved?

• 4 weeks

• Real-time after submitting the SMS brand.

• After 4 weeks

Customers inquire if there is a way to check the usage and charge for international calls in Billing management, do we have that kind of feature?

• Yes, advise the customer from the steps below:
  login to Zoom web portal > Account management > Billing tab > Invoice history
  Support article: Navigating the Zoom Billing Portal

• No, but there is a workaround to check call charges in phone usage reports Sign in to the Zoom web portal > click Account Management then Reports >Click Phone System > Click the Charge tab.
  Support article: Viewing phone usage reports

• No, but there is a workaround to check phone usage reports Sign in to the Zoom web portal > click Account Management > Billing> Click Phone System > Click the Charge tab.
  
  Support article: Viewing phone usage reports

Can the customer obtain a Netherlands number using a Unlimited UK/Ireland ZP license?

• True, because UK/Netherlands unlimited ZP license is applicable for all countries

• False, customer can purchase a global select plan to choose One Number in Selected Country like Netherlands

• False, because the user should purchase US/CA unlimited calling plan

How to activate the multiple-line appearance in Zoom account?

• Escalate the ticket to tier 2

• Submit LR

• Process OP enablement for Zoom phone. https://zoomvideo.atlassian.net/wiki/spaces/CLOUDPBX/pages/1744503547/ZP+Operations+Portal+Detail+Review

• Submit to T&S

The customer reached out regarding the SMS brand being stuck in pending status, what would you advise the customer and what steps were taken to fix the issue?

• Advised, this issue is currently working by the engineering team. To fix the issue, TSE need to send the full details of the brand and account number to 10DLC internal question channel.

• Advised, this issue is currently working by the engineering team. To fix the issue, TSE need to send the full details of the brand and account number to Ask Zoom phone channel.

• Escalate immediately to tier 2

• Advised to resubmit the SMS brand and use the SMS campaign checklist from support article for guidelines

The SMS campaign was rejected twice due to a sample message error, what would you advise to customer to prevent the rejection?

• Escalate the ticket to tier 2

• Please ensure you include your brand name in your sample messages and include Reply Stop to cancel. Follow the examples provided in the registration wizard in the admin web portal + provide the support article: 10DLC Campaign creation checklist

• Submit an LR to fix the issue

The customer reach out to increase the SMS daily rate limit for Zoom phone, what the TSE should do?

• Submit an LR for the ticket

• The request must include the following:

  • Customer Name:

  • Account Number:

  • Request details:

  • A screenshot of the phone number with the assigned campaign then

  escalate the ticket to open a Jira in ZSEE

• Use Zoom phone team enablement macro then close the ticket

Does Zoom phones have the capability to have two main company numbers in one Zoom account?

• False

• True

If the user is deleted in Zoom user management, is the voicemail will be deleted also?

• False, the voicemail of the deleted user can still be view on owner's personal Zoom phone logs

• True, once the user is deleted in user management the voicemail will be deleted as well

• False, the voicemail of the deleted user can still be view in Phone System Management from logs tab.