Switching a call to your phone carrier

If you're experiencing poor or limited Wi-Fi connectivity, you can switch the current Zoom Phone call to your phone carrier.

Note:

• When a call is switched to your carrier, the call is charged at a metered rate.
• See our general Wi-Fi troubleshooting suggestions to improve your Wi-Fi connection.
• If you want all inbound Zoom Phone calls to forward to your phone carrier, you can add your phone's direct number to your call handling settings in the Zoom web portal.

This article covers:

• How to switch a call to your phone carrier
• Troubleshooting
  • Call Failed
  • Failed to Switch

Prerequisites for switching a call to your phone carrier

• Zoom mobile app, 5.4.7 or higher
• Zoom Phone license
• Zoom Phone calling package that supports forwarding to your phone's direct number
• Mobile device with an active carrier and direct phone number
• Mobile device has a good connection to your carrier
• Mobile Switch to Carrier policy setting enabled by your admin

How to switch a call to your phone carrier

1. Sign in to the Zoom mobile app.
2. Make or receive a call.
3. Tap More using the in-call controls.
   
4. Tap Switch to Carrier.
5. Enter your phone's direct number in the following format. For example, enter +19051231234 to switch to +1 (905) 123-1234.
   • Plus sign (+)
   • Country code
   • Area code
   • Phone number
6. Tap Switch.
   Zoom Phone will call the phone number you entered.
7. Answer the incoming phone call using your phone's carrier.
   Zoom Phone will automatically end the Zoom Phone call.

Troubleshooting

If you're unable to complete the switch, try these troubleshooting suggestions for the following error messages.

Call Failed

Zoom Phone didn't recognize the phone number format. Make sure you enter your phone's direct number in this format:

• Plus sign (+)
• Country code
• Area code
• Phone number

For example, enter +19051231234 to switch to +1 (905) 123-1234.

Failed to Switch

You Zoom Phone calling package doesn't support your phone's direct number. You can view your current calling package in your phone settings in the Zoom web portal.

Contact your Zoom Phone admin to change your calling package.