Making and Receiving Calls Follow

Overview

If you have Zoom Phone activated on your account, you can use Zoom for making and receiving calls. While in a call, you can record the call, add another person to the call, or transfer the call to another number.

Prerequisites

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

Making a Call

  1. Sign in to the Zoom client.
  2. Click Phone.
  3. Dial a number using the on-screen or keyboard number pad. Alternatively, type a name or number above the dial pad to search through your internal, external, and synced contacts.
  4. Click the Caller ID drop-down menu to change what number you call from.

    Note:
    • The text you see above the number is not the caller ID name that is displayed to the receiving party. Learn more about caller ID.
    • If you have a direct phone number, it will be the default caller ID number.
    • 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.
  5. Click the phone icon.

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 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.

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 can only call their first phone number.
  4. If you also have a direct phone number, click the Caller ID drop-down menu to change what number you call from. You can also choose to hide your caller ID.
  5. Click the phone icon.

Receiving a Call

  1. Sign in to the Zoom client.
  2. During an incoming call, you'll see a pop-up notification with caller's name and number.
  3. Zoom Phone will display a pop-up notification depending on how the caller reached you:
    • Direct phone number: If the caller dialed your direct phone number, you will see Call for followed by the phone number.
    • Company Number: If the caller dialed the company number and your extension number, you will see the caller's name and number. You will also see this notification if the call was routed through an interactive voice response (IVR) menu set up by your admin.
    • Call queue: If the call was routed through a call queue, you will see Call for followed by the call queue name.
    • Internal contact: If the call was from another Zoom Phone user in the same organization, you will see the caller's Zoom profile name/picture and extension number.
    • Synced contact: If you synced your contacts, the caller's name and number will appear exactly as you specified in your third-party contacts directory.
    • Note: If you manually set your status to Do not disturb (Windows or Mac) or Busy (Linux) and won't receive pop-up notifications for Zoom Phone calls. 
  4. Click Decline or Accept.
    Note: Clicking Decline will 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).

 

Using In-Call Controls

During a call, you can click the following in-call controls:

  • Mute: Mute your mic.
  • Keypad: Display a dial pad to enter numbers during the call. For example, to select an option during an automated answering machine or to enter an extension number.
  • Audio: Open audio settings and change the volume of your speaker or mic.
  • Add Call: Display a dial pad to enter a number and add another person to the call (three-way call). Each person will remain on a separate line. Click their name or number to switch between each person.

    To merge the calls and enable three-way calling, click the merge icon and click the person or number to merge with.
  • Hold: Place the call on hold. The receiving party will hear music while they're on hold. You can change your hold music in your Zoom Phone settings.
  • Transfer: Transfer the call to another number. You can also transfer the call to voicemail.
  • Record: Start or stop recording the call. The Record button will blink red to during recording. The other party will hear an automated voice message notifying them that a recording has started or ended. Playback and manage your recordings from the desktop client, mobile app, or web portal.
  • MeetSwitch the call to a Zoom meeting.

Making a Call

  1. Sign in to the Zoom client.
  2. Click Phone.
  3. Dial a number using the on-screen or keyboard number pad. Alternatively, type a name or number above the dial pad to search through your internal and external contacts.
  4. Click the Caller ID drop-down menu to change what number you call from.

    Note:
    • The text you see above the number is not the caller ID name that is displayed to the receiving party. Learn more about caller ID.
    • If you have a direct phone number, it will be the default caller ID number.
    • 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.
  5. Click the phone icon.

Receiving a Call

  1. Sign in to the Zoom client.
  2. During an incoming call, you'll see a pop-up notification with caller's name and number.
  3. Zoom Phone will display a pop-up notification depending on how the caller reached you:
    • Direct phone number: If the caller dialed your direct phone number, you will see Call for followed by the phone number.
    • Company Number: If the caller dialed the company number and your extension number, you will see the caller's name and number. You will also see this notification if the call was routed through an interactive voice response (IVR) menu set up by your admin.
    • Call queue: If the call was routed through a call queue, you will see Call for followed by the call queue name.
    • Internal contact: If the call was from another Zoom Phone user in the same organization, you will see the caller's Zoom profile name/picture and extension number.
  4. Click Decline or Accept.
    Note: Clicking Decline will 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).

Using In-Call Controls

During a call, you can click the following in-call controls:

  • Mute: Mute your mic.
  • Keypad: Display a dial pad to enter numbers during the call. For example, to select an option during an automated answering machine or to enter an extension number.
  • Audio: Open audio settings and change the volume of your speaker or mic.
  • Add Call: Display a dial pad to enter a number and add another person to the call (three-way call). Each person will remain on a separate line. Click their name or number to switch between each person.

    To merge the calls and enable three-way calling, click the merge icon and click the person or number to merge with.
  • Hold: Place the call on hold. The receiving party will hear music while they're on hold. You can change your hold music in your Zoom Phone settings.
  • Transfer: Transfer the call to another number. You can also transfer the call to voicemail.
  • Record: Start or stop recording the call. The Record button will blink red to during recording. The other party will hear an automated voice message notifying them that a recording has started or ended. Playback and manage your recordings from the desktop client, mobile app, or web portal.
  • MeetSwitch the call to a Zoom meeting.

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. Dial a number using the on-screen number pad. You can also tap the contacts icon  to search your internal, external, and phone contacts. Tap on a contact to call them.
    Note: You can view your phone contacts in Zoom Phone if you want to make calls to people in your phone's contacts app.
  4. If you have a direct number and main company number, click the Caller ID drop-down menu to change what number you call from. 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. Learn more about caller ID.
    • If you have a direct phone number, it will be the default caller ID number.
    • 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.
  5. Tap the phone icon to place the call.

Calling an Imported Phone Contact

If you imported your phone contacts into 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.

Receiving a Call

  1. Sign in to the Zoom app.
  2. During an incoming call, you'll see a notification with caller's name and number.
  3. Zoom Phone will display a pop-up notification depending on how the caller reached you:
    • Direct phone number: If the caller dialed your direct phone number, you will see Call for followed by the phone number.
    • Company Number: If the caller dialed the company number and your extension number, you will see the caller's name and number. You will also see this notification if the call was routed through an interactive voice response (IVR) menu set up by your admin.
    • Call queue: If the call was routed through a call queue, you will see Call for followed by the call queue name.
    • Internal caller: If the call was from another Zoom Phone user in the same organization, you will see the caller's Zoom profile name/picture and extension number.
    • Synced contact: If you synced your contacts, the caller's name and number will appear exactly as you specified in your third-party contacts directory.
  4. Click Decline or Accept.
    Note: Clicking Decline will 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).

Using In-Call Controls

During a call, you can tap the following in-call controls:

  • Mute: Mute your phone's mic.
  • Keypad: Display a dial pad to enter numbers during the call. For example, to select an option during an automated answering machine or to enter an extension number.
  • Speaker: Turn on the speaker phone. If you want to just turn up the call volume, use the volume buttons on your phone.
  • Add Call: Display a dial pad to enter a number and add another person to the call (three-way call). Each person will remain on a separate line. Click their name or number to switch between each person.

    To merge the calls and enable three-way calling, click the merge icon and click the person or number to merge with.
  • Hold: Place the call on hold. The receiving party will hear music while they're on hold. You can change your hold music in your Zoom Phone settings.
  • Transfer: Transfer the call to another number.
  • Record: Start or stop recording the call. The Record button will blink red to during recording. The other party will hear an automated voice message notifying them that a recording has started or ended. Playback and manage your recordings from the desktop client, mobile app, or web portal.
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