Outbound Calling Issue on Zoom Phone - “Failed to initiate call” error with the code 13504

Phone
,
1

Hi Zoom Team/Community,

I am experiencing an issue with configuring outbound calling for my Zoom Phone account. I am trying to make calls from Pakistan using a US-based Zoom ID, but I am encountering a “Failed to initiate call” error with the code 13504.

After reviewing the relevant Zoom documentation and following all the required steps, I still cannot find the necessary settings to enable outbound calling for my specific location. Here’s what I’ve already tried:

  1. I’ve enabled the Zoom Phone Basic license for the user.

  2. I’ve configured the Outbound Calling Exception Rules through the API for calls originating from the US and directed to US numbers.

  3. I’ve ensured that the VPN is connected to the US, and tried both with and without the VPN, but the issue persists when the VPN is disabled.

  4. I’ve checked the Zoom Phone System Management and User Management settings, but I cannot locate the Outbound Calling Policy settings or any options to enable outbound calling from Pakistan.

I’ve gone through multiple troubleshooting guides and API documentation but cannot resolve the issue. It seems like the outbound calling settings might be missing or restricted based on my location (Pakistan).

Could someone assist me in finding the correct configuration for this issue, or clarify if there are specific restrictions related to outbound calling when dialing from Pakistan?

Thank you in advance for your help!

Best regards,
Muhammad Faisal Qasim

2 Likes
2

Hi @Ship_A1
Thanks for reaching out to us and welcome to the Zoom Developer forum.
Can you please share with me how are you initializating the call? are you doing this manually directly in the client? or are you setting/ configuring this via API?

1 Like
3

Hi @elisa.zoom,

Thank you for your response.

I am initializing the outbound call programmatically via the Zoom Phone API, not manually through the Zoom client.

Here is how I am triggering the outbound call:

I call the endpoint:

POST /v2/phone/users/{userId}/outbound_calling/exception_rules

with the payload:

{
  "exception_rule": {
    "country": "US",
    "match_type": "prefix",
    "prefix_number": "{recipientNumber}",
    "status": "active",
    "comment": "1-to-1 outbound call"
  }
}

Before that, I:

  • Retrieve a fresh access token using OAuth

  • Confirm the user has a Zoom Phone Basic license

  • Verify that the outbound caller ID settings in the admin portal are enabled where available

What I’m experiencing

The API call returns the following response:

{
  "code": 13504,
  "message": "You do not enable the outbound calling policy setting."
}

However, in my Zoom Phone admin panel, I cannot find any setting for:

  • “Outbound Calling Policy”

  • “Allow Outbound Calls”

  • “Domestic Calling”

  • “International Calling”

I have checked:

  • Phone System Management → Users & Rooms

  • Phone System Management → Company Info

  • Account Management → Account Settings → Zoom App

but those outbound calling options do not appear anywhere in the UI.

Additional context

  • I am located in Pakistan, but using a US-based Zoom Phone number and US region settings.

  • The call must originate from the US number (Zoom Phone DID).

  • I tested with and without VPN; the behavior is the same.

  • Other settings such as Outbound Caller ID and Call Recording appear normally.

Because the entire “Outbound Calling Policy” section is missing, I suspect:

  1. Zoom Phone Basic plans may not allow outbound calling to be configured, or

  2. Zoom may restrict enabling outbound calling based on the administrator’s physical region, or

  3. The feature must be enabled by Zoom Support at the account level, not through the UI.

Could you please confirm:

  1. Whether Zoom Phone Basic supports outbound calling via API

  2. Whether outbound calling settings are region-restricted for accounts managed from Pakistan

  3. Whether Zoom needs to manually enable outbound calling on this account

Your guidance will help me understand whether this is a configuration issue, a billing/plan limitation, or a regional restriction.

Thank you again for your support!

— Muhammad Faisal Qasim

4

Hi @elisa.zoom,

Just following up on my previous message, as I haven’t received a response yet.

To clarify and keep things concise:

  • I am initiating outbound calls via the Zoom Phone API, not manually through the Zoom client.

  • The API consistently returns error code 13504 stating that the outbound calling policy is not enabled.

  • In my Zoom admin portal, the Outbound Calling Policy section does not appear at all (Account level, User Group level, or User level).

  • The user has a Zoom Phone Basic license assigned and a US-based Zoom Phone number.

  • My physical location is Pakistan, but the calls are intended to originate from the US Zoom Phone DID.

  • VPN usage does not change the behavior.

At this point, I’m mainly looking for confirmation on one of the following:

  1. Whether Zoom Phone Basic supports outbound calling (especially via API), or if a paid calling plan is required

  2. Whether outbound calling policies can be hidden or restricted based on account region

  3. Whether this setting must be enabled by Zoom Support internally, rather than through the admin UI

A simple confirmation in any of the above directions would be extremely helpful so I can decide whether to proceed further or adjust my implementation.

Thank you for your time and assistance.

Best regards,
Muhammad Faisal Qasim

1 Like
5

Thanks so much for your patience here @Ship_A1
I have reported this error with our Engineering team and will update you as soon as I hear back from them ( ZSEE-189819 internal ticket number for reference)

1 Like
6

Hi @Ship_A1
Thanks for your patience here.
I will send you a DM for more details about your account so we can enable Outbound calling setting for you

1 Like