VSHN provides a phone number to customers for technical inquiries. These inquiries are handled directly by the tech teams.
In order to do so the Zoom desktop client needs to be installed and logged in with the personal Zoom account. Whether to receive calls or not is configured via the personal menu in the top right corner → Receive Queue Calls, which must be enabled during Phone Duty. See the internal Responsible Opes Phone Duty wiki page for more details.
Inquiries by customers via phone should usually be documented in a ticket in order to track issues, decisions and agreements, and possibly to bill the time spent.