Inbound call notifications (client and app) In Zoom App

Zoom displays information about the caller while you are receiving calls via the Zoom desktop client or mobile app, so that you are able to decipher how the call was routed to your number (for instance, direct number, company number, or queue number). Below are some examples of common scenarios with Zoom Phone and what it will display in an inbound call notification when it is selected.

Notes:

  • As soon as you set your presence to Do not disturb manually, you will not be notified of incoming calls.
  • By using the keyboard shortcuts available on the desktop client, you have the option of accepting or declining calls.
  • The Ringtone option in the Settings section of your client/app can be changed in order to change the ringtone for inbound calls.

Prerequisites

  • Mobile app or desktop client for Zoom

Note:

Zoom Phone admins must enable a policy setting to display items marked with an asterisk.

Common to all scenarios: caller’s name and number

The name and number of the caller are displayed in all inbound call notifications. Depending on whether the caller is internal or external, the name and number may differ:

Scenario What’s displayed in the inbound call notification
External caller
  • Caller’s caller ID name and number
  • Caller verified icon  (in certain scenarios)
Internal Zoom Phone user in the same account

Or

External Zoom Phone that has been added to contacts

  • Caller’s Zoom profile name/picture and extension number
  • Caller verified icon 
External Zoom Phone user
  • Caller’s profile picture and caller ID name and number
  • Caller verified icon 

Note: There will be a conflict between the Zoom profile name for the caller’s caller ID and the name for the synced contact if the phone number is in that contact.

Direct phone number or main company number

Scenario What’s displayed in the inbound call notification Call notification buttons
Caller dials your direct phone number
  • Caller’s name and number
  • to You followed by your direct phone number the caller dialed
  • Accept
  • Decline
Caller is routed by an internal auto receptionist or IVR (this includes the scenario when a caller dials the main company number and dials your extension number)
  • Caller’s name and number
  • forward from followed by the display name of the auto receptionist and its extension number*
  • to You followed by your extension number
  • Accept
  • Decline

 

Call queue

Scenario What’s displayed in the inbound call notification Call notification buttons
Caller is routed by a call queue you’re a member of

(see note A)

  • Caller’s name and number
  • forward from followed by the display name of the call queue and its extension number*
  • to You followed by your extension number
  • Accept
  • Decline
  • Skip: Dismiss the notification. The queue will attempt to reach other members.
Caller is routed by a call queue you’re a member of while you’re busy on a call

(see note B)

  • Caller’s name and number
  • forward from followed by the display name of the call queue and its extension number*
  • to You followed by your extension number
  • End & Accept: Hang up the  current call and answer the inbound call.
  • Skip: Dismiss the notification. The queue will attempt to reach other members.
  • Hold & Accept: Place the current call on hold and answer the inbound call.

 

Note (A)

  • In the web portal or client/app for your phone, you can disable calls from call queues, which may result in you not receiving call notification alerts. Calls can be disabled from all or specific queues if you don’t want to receive notifications for certain queues.
  • There will be an indicator on the call notification that indicates it’s an emergency call if you are a member of a call queue that is part of the internal safety response team.
  • It is possible to determine the time at which you receive call queue notifications from your admin by changing certain settings. Feel free to contact him for more information.

Note (B): The inbound call notification you see from your call queues may or may not appear if you are currently engaged in an inbound call. The administrator determines whether or not such notifications should be displayed. For more information, please contact your administrator.

Transferred calls

Scenario What’s displayed in the inbound call notification Call notification buttons
External caller (or external Zoom Phone user) blind transfers a call to you
  • The caller ID name and number of user doing the transfer
    Note: The caller ID of the user being transferred is not displayed.
  • to You followed by your extension number
  • Accept
  • Decline
Internal Zoom Phone user blind transfers a call to you
  • The caller ID name and number of user being transferred
  • forward from followed by the display name of the phone user dong the transfer and their extension number*
  • to You followed by your extension number
  • Accept
  • Decline
Caller warm transfer a call to you (meaning they call you before completing the transfer)
  • Caller’s name and number
  • to You followed by your extension number (if the caller is internal) or direct phone number (if the
  • Accept
  • Decline

 

Synced contact

As the caller’s name and number are synced with your contacts from a third-party contact directory, you will receive an alert. During this process, the caller’s caller ID number and name will be overridden. The name you specify in your third-party contacts service overrides the display name of the user when it is added to your Zoom Phone account.

Note: On Android, iOS, and Linux, syncing of contacts is not supported. The name displayed in your phone’s default contacts app instead of caller ID will show up if you are using the Zoom mobile app and have enabled phone contacts matching.

Busy on a call

There are many customizable options that the inbound call notification displays when you are on a call and there is an incoming call.

  • Hold & Accept: In order to accept the incoming call, hold the current call and answer the incoming call.
  • Send to Voicemail: If the call is inbound, you may want to send it to voicemail while you continue the current call.
  • End & Accept: When you receive the inbound call, you must end the existing call and answer it.

Note: In case you are currently on a call, or you have disabled calls from call queues, you will not receive call notifications from call queues.

Call delegation or shared line group

In order to learn more about inbound call notifications, this article will explain how to delegate, delegate, or join a shared line group if you are a delegate, delegate, or a member of a shared line group.

Group call pickup

You may have received an inbound call, with a subtle notification sound to answer or to dismiss an incoming call when you’re a member of a group call pickup and another member is unable to answer the call. Normally, you will receive a notification when an inbound call comes in without any sound. But admins have the option of adding a background tone to the notification.

In a meeting

When you are in the middle of a meeting and you receive an incoming call, you will see the following options when the notification appears:

  • Hold the meeting audio and accept: Accept the call and leave the meeting. When you answer the phone, you have the option of switching between the conference call and the meeting or merging them together.
  • Send to Voicemail: In order to prevent the incoming call from going to voicemail while the current call stays in the foreground, you must keep the current call in the foreground.
  • End Meeting & Accept: You should leave the meeting or end it and acknowledge the incoming call.