Making and Receiving Calls Follow

Overview

If you have Zoom Phone activated on your account, you can use Zoom for making and receiving calls. This articles describes the methods to place calls and the different call notifications.

Prerequisites

  • Zoom desktop client for Windows, Mac, or Linux
  • Zoom mobile app for iOS or Android
  • Zoom Phone license 

Making a Call

  1. Sign in to the Zoom desktop client.
  2. Click Phone.
  3. Call a number using one of these methods:

    • Dial a number using the on-screen or keyboard number pad, then click the phone icon.
      Note: If you dial a vanity phone number (the number contains characters), Zoom Phone will automatically convert the letters to numbers when you make the call.
    • Copy and paste a number in the text field, then click the phone icon.
    • Type a name or number above the dial pad to search through your internal, external, and synced contacts. Click a search result to make a call.
  4. Click the Caller ID drop-down menu to change the outbound caller ID number.

    Note:
    • The text you see above the number is not the caller ID name that is displayed to the receiving party.
    • You won't see the Caller ID drop-down menu if you don't have any direct phone numbers or your organization only has a single company number.
    • If you someone else's name above the number, that person has assign you to make and receive calls on their behalf.
    • While in a call, your in-call status is synced to any desk phones assigned to you.
  5. Use the in-call controls.

Calling a Synced Contact

If you set up contacts sync, you can call contacts added to your Google, Office 365, or Exchange account.

Note: You can only call your synced contacts using the Zoom desktop app. Synced contacts are not available on the Zoom mobile app or provisioned desk phones.

Using the Contacts Directory

  1. Sign in to the Zoom desktop client.
  2. Click Contacts.
  3. In the My Groups section, click Cloud Contacts and select a contact to call.
  4. Click Call. Alternatively, you can hover over their name in the directory and click the phone icon.
    Note:
    • Make sure your synced contact has a phone number attached. If they don't have a phone number, they will still appear in Cloud Contacts but you will not be able to call them.
    • If your contact has more than one number, you will see their numbers and the label you set in Google, Office 365, or Exchange. Click a phone number to call it. Clicking Call will call the first phone number displayed.
  5. Use the in-call controls.

Using Contacts Search

You can also call synced contacts by typing their name or number in the search box above the dial pad.

  1. Sign in to the Zoom client.
  2. Click Phone.
  3. Type a name or number above the dial pad.
    Note: If your synced contact has multiple numbers, you will see an entry for each number.
  4. Click the Caller ID drop-down menu to change the outbound caller ID number.
  5. Click the phone icon.
  6. Use the in-call controls.

Receiving a Call

  1. Sign in to the Zoom client.
  2. During an incoming call, Zoom Phone will display a call notification to help you identify the caller.

    Note: You will not receive call notifications if you manually set your status to Do not disturb.
  3. Click one of these options depending on the call notification you get:
    • Accept: Answer the call.
    • Decline: Route the caller to your voicemail or disconnect the call depending on your settings (look for the drop-down menu called When not answered, calls will be).
    • Close icon (×): Ignore the call notification. The call will continue to ring on other devices (Zoom mobile app or desk phone).
    • Dismiss (if call was routed to you through a call queue): Skip the call notification and remove yourself from the current call queue distribution. The call queue will attempt to reach other call queue members.
  4. If you are currently in a call, you will see these options in the call notification:
    • Hold & Accept: Place the current call on hold and answer the incoming call. You can use the call controls to switch between the calls or merge them into a three-way call.
    • Send to Voicemail: Continue the current call and send the incoming call to your voicemail.
    • End & Accept: End the current call and answer the incoming call.
  5. Use the in-call controls.

Making a Call

  1. Sign in to the Zoom client.
  2. Click Phone.
  3. Call a number using one of these methods:
    • Dial a number using the on-screen or keyboard number pad, then click the phone icon.
      Note: If you dial a vanity phone number (i.e. the number contains characters), Zoom Phone will automatically convert the letters to numbers when you make the call.
    • Copy and paste a number in the text field, then click the phone icon.
    • Type a name or number above the dial pad to search through your internal and external contacts. Click a search result to make a call.
  4. Click the Caller ID drop-down menu to change the outbound caller ID number.

    Note:
    • The text you see above the number is not the caller ID name that is displayed to the receiving party.
    • You won't see the Caller ID drop-down menu if you don't have any direct phone numbers or your organization only has a single company number.
    • If you someone else's name above the number, that person has assign you to make and receive calls on their behalf.
    • While in a call, your in-call status is synced to any desk phones assigned to you.
  5. Click the phone icon.
  6. Use the in-call controls.

Calling a Synced Contact

If you set up contacts sync, you can call contacts added to your Google, Office 365, or Exchange account.

Note: You can only call your synced contacts using the Zoom desktop app. Synced contacts are not available on the Zoom mobile app or provisioned desk phones.

Using the Contacts Directory

  1. Sign in to the Zoom desktop client.
  2. Click Contacts.
  3. In the My Groups section, click Cloud Contacts and select a contact to call.
  4. Click Call. Alternatively, you can hover over their name in the directory and click the phone icon.
    Note:
    • Make sure your synced contact has a phone number attached. If they don't have a phone number, they will still appear in Cloud Contacts but you will not be able to call them.
    • If your contact has more than one number, you will see their numbers and the label you set in Google, Office 365, or Exchange. Click a phone number to call it. Clicking Call will call the first phone number displayed.
  5. Use the in-call controls.

Using Contacts Search

You can also call synced contacts by typing their name or number in the search box above the dial pad.

  1. Sign in to the Zoom client.
  2. Click Phone.
  3. Type a name or number above the dial pad.
    Note: If your synced contact has multiple numbers, you will see an entry for each number.
  4. Click the Caller ID drop-down menu to change the outbound caller ID number.
  5. Click the phone icon.
  6. Use the in-call controls.

Receiving a Call

  1. Sign in to the Zoom client.
  2. During an incoming call, Zoom Phone will display a call notification to help you identify the caller.

    Note: You will not receive call notifications if you manually set your status to Busy.
  3. Click one of these options depending on the call notification you get:
    • Accept: Answer the call.
    • Decline: Route the caller to your voicemail or disconnect the call depending on your settings (look for the drop-down menu called When not answered, calls will be).
    • Close icon (×): Ignore the call notification. The call will continue to ring on other devices (Zoom mobile app or desk phone).
    • Dismiss (if call was routed to you through a call queue): Skip the call notification and remove yourself from the current call queue distribution. The call queue will attempt to reach other call queue members.
  4. If you are currently in a call, you will see these options in the call notification:
    • Hold & Accept: Place the current call on hold and answer the incoming call. You can use the call controls to switch between the calls or merge them into a three-way call.
    • Send to Voicemail: Continue the current call and send the incoming call to your voicemail.
    • End & Accept: End the current call and answer the incoming call.
  5. Use the in-call controls.

Making a Call

Note: If you call an emergency phone number, Zoom Phone will make the call using your phone's carrier instead of the Zoom app.

  1. Sign in to the Zoom app.
  2. Tap Phone.
  3. Call a number using one of these methods: 
    Note: You can view your phone contacts in Zoom Phone if you want to make calls to people in your phone's contacts app.
    • Dial a number using the on-screen number pad, then tap the phone icon.
      Note: If you dial a vanity phone number (i.e. the number contains characters), Zoom Phone will automatically convert the letters to numbers when you make the call.
    • Copy and paste a number in the text field, then tap the phone icon.
    • You can also tap the contacts icon  to search your internal, external, and phone contacts. Tap on a contact to call them.
  4. If you have a direct number and main company number, click the Caller ID drop-down menu to change the outbound caller ID number. You can also choose to hide your caller ID.
    Note:
    • The text you see above the number is not the caller ID name that is displayed to the receiving party.
    • You won't see the Caller ID drop-down menu if you don't have any direct phone numbers or your organization only has a single company number.
    • While in a call, your in-call status is synced to any desk phones assigned to you.
  5. Tap the phone icon to place the call.
  6. Use the in-call controls.

Calling an Imported Phone Contact

If you viewing your phone contacts in the Zoom mobile app, you can call them using Zoom Phone.

  1. Sign in to the Zoom mobile app.
  2. Tap Contacts.
  3. Tap Contacts > Phone Contacts Matching.
  4. Tap the contact's name, then tap Phone Call to call the contact using Zoom Phone.
  5. Use the in-call controls.

Receiving a Call

  1. Sign in to the Zoom app.
  2. During an incoming call, Zoom Phone will display a call notification to help you identify the caller.

    Note: You will not receive call notifications if you manually set your status to Do not disturb.
  3. Click one of these options depending on the call notification you get:
    • Accept: Answer the call.
    • Decline: Route the caller to your voicemail or disconnect the call depending on your settings (look for the drop-down menu called When not answered, calls will be).
    • Close icon (×): Ignore the call notification. The call will continue to ring on other devices (Zoom desktop client or desk phone).
    • Dismiss (if call was routed to you through a call queue): Skip the call notification and remove yourself from the current call queue distribution. The call queue will attempt to reach other call queue members.
  4. If you are currently in a call, you will see these options in the call notification:
    • Hold & Accept: Place the current call on hold and answer the incoming call. You can use the call controls to switch between the calls or merge them into a three-way call.
    • Send to Voicemail: Continue the current call and send the incoming call to your voicemail.
    • End & Accept: End the current call and answer the incoming call.
  5. Use the in-call controls.
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