Voicemail settings in Update Phone User (PATCH /phone/users/{userId}) requests are ignored

Phone
1

I’m trying to modify personal voicemail & video settings found on the Policy tab of the Phone User accounts using the Update User Profile method.

I’m able to modify other policy settings but anything under the voicemail property is ignored.

I’m able to replicate the problem in my application and in Postman through the following steps:

  1. Create a new phone user without selecting a template

  2. On the Policy tab, disable ‘Personal Voicemail & Videomail’ and ‘Ad Hoc Call Recording’

  3. Do a GET /phone/users/{userId} to verify the policy values:

// truncated GET phone user response before update
{
    "policy": {
        "sms": {
            "enable": false
        },
        "voicemail": {
            "enable": false,
            "allow_transcription": true,
            "allow_download": false,
            "allow_delete": false,
            "allow_videomail": false
        },
        "voicemail_access_members": [],
        "ad_hoc_call_recording": {
            "enable": false,
            "recording_start_prompt": false,
            "recording_transcription": false,
            "play_recording_beep_tone": {
                "enable": false
            }
        }
    }
}
  1. Do a PATCH /phone/users/{userId} with the following body:
{
  "policy": {
      "voicemail": {
        "enable": true,
        "allow_transcription": true,
        "allow_download": true,
        "allow_delete": true,
        "allow_videomail": true
    },
    "ad_hoc_call_recording": {
      "enable": true,
      "recording_start_prompt": true,
      "recording_transcription": true
    }
  }
}

Response is a 204

  1. Do another GET /phone/users/{userId} to verify the updated policy values:
// truncated GET phone user response after update
{

    "policy": {
        "sms": {
            "enable": false
        },
        "voicemail": {
            "enable": false,
            "allow_transcription": true,
            "allow_download": false,
            "allow_delete": false,
            "allow_videomail": false
        },
        "voicemail_access_members": [],
        "ad_hoc_call_recording": {
            "enable": true,
            "recording_start_prompt": true,
            "recording_transcription": true,
            "play_recording_beep_tone": {
                "enable": false
            }
        }
    }
}

Note the ad_hoc_call_recording values were updated but the voicemail values were not.

Please let me know if you need any other information.

Thanks

2

Hi @kris.seraphine
Thanks for reaching out to the Zoom Developer forum, I am happy to help here!
I was able to replicate this issue on my end with the steps that you provided.
I believe this is happening because you are disabling both the Personal Voicemail and Videmail and the Ad Hoc Call Recording in the UI. Once I enabled them back, I was able to update those values via API

3

Thanks for the reply.

I do still have the problem if I only include voicemail in the update body.

I included the ad_hoc_call_recording change in my example to illustrate that the problem was specific to voicemail and not all updates but I get the same result with only the voicemail object in the body. Also the same result with only the enable key.

If it would help, I can replicate again and provide the tracking ID from the response header (or any other additional information).

// Only include voicemail object enable key. Result: 204 response but changes not made to user
{
    "policy": {
        "voicemail": {
            "enable": true,
            "allow_transcription": true,
            "allow_download": true,
            "allow_delete": true,
            "allow_videomail": true
        }
    }
}

// Only include voicemail object enable key. Result: 204 response but change not made to user
{
    "policy": {
        "voicemail": {
            "enable": true,
        }
    }
}
4

Hi @kris.seraphine
I understand what you are saying, but can you please make sure that these features are enabled at account level?
Admin tab > Account management > Account settings > Zoom Phone

5

Yes, the voicemail feature is enabled and unlocked at the account level

On the site, the voicemail feature is enabled, unlocked and says “Using account settings”

I can toggle the voicemail setting on or off on the user in the portal.

Let me know if you need additional detail. I tried to upload screenshots but get an error when clicking reply

Thanks.

6

Hello,

I’m facing the same problem, is there any news from Zoom?

7

No, unfortunately, I did not get a solution or workaround.

8

@elisa.zoom Could you please help us to continue to look into the issue? Enabling and disabling the voicemail for a phone user is requested by almost every one of our clients. Thanks a lot for your help :pray: