Using in-call controls

After using Zoom Phone for making or receiving calls, you’ll have access to in-call controls like recording the call, adding another person to the call, or transferring the call. 

During a call, you can use the following in-call controls. These controls are the same across Windows, macOS, Zoom PWA, Android, and iOS.

Notes:

• Add call (three-way calling), transfer, meet, call encryption, and quality icons are currently not supported on Zoom PWA.
• If you added a Zoom Room to Zoom Phone, you can also access these in-call controls when using phone features in the Zoom Room controller. You can access all controls except for starting a call recording.
• On the desktop client, you can use some in-call controls with keyboard shortcuts.

This article covers:

• Mute / Unmute
• Keypad
• Audio
• Add Call
• Hold / Unhold
• Transfer
• End call
• Record
• Stop Recording
• Meet
• More
• Call encryption and quality icons
• Down arrow icon

Prerequisites

• Zoom desktop client
  • Windows: 4.4.52570.0415 or higher
  • macOS: 4.4.52551.0414 or higher
  • Linux: 3.0.285090.0826 or higher
• Zoom mobile app
  • Android: 4.4.52504.0411 or higher
  • iOS: 4.4.0 (52578.0415) or higher
• Zoom Rooms controller
  • Android: 4.6.0 (40654.1216) or higher
  • iOS: 4.6.0(214.1214) or higher
• Zoom Phone license 
• Zoom PWA

Mute / Unmute

Mute or unmute your mic.

Keypad

Display a dial pad to enter numbers during the call. For example, the dial pad allows you to select an option during an interactive 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 or tap their name or number to switch between each person.

To merge the calls and enable three-way calling, click or tap the merge icon and select the person or number to merge with.
Note: While in a 3-way call, if a call participant leaves the call, the call will continue for the remaining 2 phone users.

Hold / Unhold

Place the call on hold or resume the call. The receiving party will hear music while they’re on hold. You can customize your hold music in the Zoom web portal. While the call is on hold, you can use call flip to switch the call to another device (Zoom desktop app, mobile client, or desk phone).

Transfer

Transfer the call to another number. You can also transfer the call to voicemail.

End call

 

The End call button immediately terminates the call. Once the call has ended, your Zoom client status no longer says On a call and the call timer is no longer displayed.

Record

Start or stop recording the call. You may hear an audio prompt notifying both parties that the call will be recorded (the audio prompt can be disabled by the admin). Play and manage your recordings using the desktop client, mobile app, or web portal. Admins can access your ad hoc call recordings if the ad hoc call recording was made during an inbound or outbound call queue call.

You can also start and stop an ad-hoc call recording by using a DTMF code.

The following scenarios affect call recordings:

•  If your admin disabled ad-hoc call recording or enabled automatic call recording, the Record button will be inaccessible. You can still access existing recordings. 
• If you transfer the call, the recording will end when you select a transfer option. This applies when transferring to external or internal contacts. If you select Warm Transfer, you can start the recording again to record the portion before you complete the transfer.
• If you add a call after starting a recording, the recording will continue for the initial call. The recording will end when you merge the calls to start a three-way call. You can start a new call recording after merging the calls.
• If you add a call while automatic call recording is enabled, the recording will continue for the initial call. Zoom Phone will also automatically start a new recording for the added call. When you merge the call, the new recording will continue for the merged call.
• If you elevate the call to a Zoom meeting, the call recording (ad hoc or automatic) will end.
• If another phone user takes over a call, your ad hoc or automatic recording will end. If the phone user taking over the call also has automatic recording enabled, a new recording will begin for that user.
• If you're a member of a call queue, your admin needs to enable ad hoc recording for the queue to allow you to manually start a call recording during a queue call.

Stop Recording

If your admin enabled the ability for you to stop/resume automatic call recordings, you can click Stop Recording to stop the automatic recording. Optionally, you can click Record to resume recording.

Note: If you resume the recording, you will record to the same recording file. Zoom will not create a separate recording file. As a result, you will see a single recording file/entry when you or an admin views recordings. View recordings in the web portal to see the timestamps of when the recording was stopped and resumed.

Meet

Elevate the Zoom Phone call to a Zoom meeting.

More

Access the following controls.

• Switch to Carrier (only available in the mobile app): If you're experiencing a weak signal, switch the call to your phone carrier.
• Park: Park the call for another phone user to pick it up.
• Lock Call / Unlock Call: Lock the call to prevent others from picking up a held call or monitoring the call. 
• Invite to Meeting: Invite the call participant to a meeting by using the meeting ID.
• Hand off to Room: Hand off the phone call to a Zoom Room.
• Minimize: Minimize the in-call controls while continuing the call so you can continue using the Zoom desktop client or mobile app.

Note: In More, the only features supported on Zoom PWA are park and minimize.

Call encryption and quality icons

Click or tap the three icons to view the encryption and quality status of your current call.

If you're experiencing low call quality, learn about phone statistics and recommended values.

Down arrow icon

Click or tap the down arrow beside the caller ID to view the participants in the call. This will also display the direct phone number you used to make or receive the call. If you made or received the call using a company number, you will also see your extension number.

Note: You can also view your company number and extension at any time using the caller ID drop-down menu below the dial pad or in your web, Zoom PWA, or client/app settings.