We are facing an issue with our Zoom Phone call reporting.
A significant number of our outbound calls are reaching the customer’s voicemail/answering machine, but these calls are being shown as “Connected” in our call data.
This is creating a major issue for our sales reporting because we use the “Connected” status to measure whether our sales representatives actually spoke with a customer.
We need calls where a customer does not answer and the call goes to voicemail/answering machine to not be counted as Connected.
Ideally, these calls should have a separate status such as “Connected to Voicemail” / “Voicemail” / “No Answer”, and this distinction should also be reflected correctly in our call logs and reports.
Could you please investigate whether this is:
A configuration issue with our account,
An issue with voicemail/answering-machine detection, or
A limitation/issue with Zoom Phone reporting?
Please also let us know if there is any setting we need to enable so that voicemail calls are excluded from our Connected call count.
This is important because our sales KPIs and connection-rate reporting depend on accurate call data.
We can provide sample call IDs where Zoom shows the call as “Connected” but the call actually went to voicemail, if required.
This is a known limitation with how Zoom Phone reporting works, rather than a misconfiguration on your account. Zoom Phone marks a call as “Connected” as soon as the receiving end picks up the line, and technically, an answering machine/voicemail system picking up counts as the line being “answered” from a telecom signaling perspective, even though no human actually spoke. Zoom Phone doesn’t currently have native answering-machine detection (AMD) built into its standard call status reporting the way some dedicated dialer/CCaaS platforms do.
A few things worth checking on your end:
Confirm this isn’t a Zoom Contact Center vs Zoom Phone distinction — if you’re on Zoom Contact Center (not just Zoom Phone), there are more granular disposition/outcome tagging options available that let agents manually mark a call as “voicemail” vs “connected,” which flows into reporting separately from the raw call status.
Check if your integration uses a CRM/dialer layer — if your sales team is calling through a CRM (Salesforce, HubSpot, etc.) integrated with Zoom Phone, some of these platforms have their own AMD logic layered on top of Zoom’s raw call data, which would give you the voicemail/no-answer distinction you’re looking for without relying on Zoom’s native reporting.
For a fix at the platform level — this would need to go through Zoom’s product feedback channel (Zoom Phone feature requests) since it sounds like a genuine reporting gap rather than something fixable via account settings. Worth submitting a formal feature request with your sample call IDs attached, that data will help their product team understand the scope of the issue.
If you want a workaround in the meantime, some teams manually tag call dispositions in their CRM after each call rather than relying purely on Zoom’s connected status, it’s more manual but gives you accurate sales KPI data until native AMD support (if ever) rolls out.