Inbound call notifications In Zoom(desktop client and mobile app)

overview

When you receive an incoming call with the Zoom desktop client or the Zoom mobile app, it displays caller information (direct number, company number, call queue, etc.) so that you can identify how the caller was routed.

Note:

  • The caller ID is displayed for all incoming call notifications. If you have manually set the status to reject incoming calls, you will not see incoming call notifications.
  • On desktop clients, you can use keyboard shortcuts to answer or reject incoming calls.
  • To change the ringtone, change the ringtone options in the desktop client or mobile app settings.

Content of this article:

  • Desktop client and mobile app
    • Direct number
    • Automatic reception or IVR
    • Call queue
    • Call queue during a call
    • Internal contact
    • Calls transferred internally
    • Synced contacts
    • talking
    • Proxy call function or shared line group
  • Fixed telephone
    • Direct number
    • Company number, automatic reception, or IVR
    • Call queue
    • Internal contact
    • Proxy call function or shared line group

 

Desktop client and mobile app

Note: The screenshots in this article were taken from the Zoom desktop client screen. The information displayed on all platforms is the same, but the design (layout) is slightly different.

 

Direct number

When the caller dials the direct number, the caller ID (inside the red frame) is displayed in the incoming call notification, followed by the direct number dialed by the caller.

 

Automatic reception or IVR

If the caller goes through automatic reception or IVR, the caller ID of the caller is displayed in the incoming call notification. In addition, the start of the bottom of the data shows the name and extension number of the auto-attendant.

 

Call queue

If the caller dials directly to the call queue that you are in, the incoming call notification will show the target followed by the call queue name. Click Skip to dismiss the notification. The call queue accesses other members of the call queue based on the call distribution method set by the administrator.

See also  How to Change phone settings in Zoom App (web portal)

Note:

  • If you have disabled calls from the call queue in the phone settings of the web portal or desktop client / mobile app, you may not receive notifications from the call queue. You can disable incoming calls from all call queues or specific call queues.
  • If you belong to the call queue of your company’s emergency response team, the incoming call notification indicates an emergency call.
  • The administrator can change the settings for when to receive incoming call notifications on the call queue. Please contact your administrator for more information.

 

Call queue during a call

If you are currently in a call, you may or may not see an incoming call notification from the call queue. This behavior depends on the administrator’s settings. Contact your administrator for more information. If you see an incoming call notification, you have the following options:

  • Disconnect and answer: End the current call and answer the call.
  • Skip: Turn off the notification. The call queue accesses other members of the call queue based on the call distribution method set by the administrator.
  • Hold and answer: Puts the current call on hold and answers the call.

 

Internal contact

If the caller is another Zoom Phone user in the same organization, the incoming call notification will display the caller’s Zoom profile name / photo and extension number.

 

Calls transferred internally

When a call is transferred by warm transfer, the Zoom profile name and extension number of the user (transfer source) who transferred the call are displayed in the red frame. In the blue frame, the information of the number entered as the transfer destination by the user who performed the transfer operation is displayed.

In the case of blind transfer, the caller’s number is displayed in the red frame. In the blue frame, the information of the number entered as the transfer destination by the user (transfer source) who performed the transfer operation is displayed.

 

 

Synced contacts

When you sync your contacts , the caller’s name and number will appear as specified in the third-party contacts directory.

See also  Bulk import and update of Zoom phone users

Note: Contact sync is not supported on Linux, Android and iOS. If you are using the Zoom mobile app and have phone contact matching enabled, the name registered in the device’s default contacts app will be displayed instead of the caller’s caller ID name.

 

talking

If you receive an incoming call during a call, you will see the following options:

  • Hold & Approve : Puts the current call on hold and answers the call.
  • Send to Voicemail : Continues the current call and forwards the call to voicemail.
  • End & Approve : Ends the current call and answers the incoming call.

Note: Zoom Phone users will not receive incoming call notifications from the call queue when they are in a call or when calls from the call queue are disabled .

 


Proxy call function or shared line group

If you are a proxy caller or a member of a shared line group , see the article about proxy calls or shared line groups that details internal call notifications .


Fixed telephone

Note: Landline call notifications do not display as detailed information as Zoom desktop client and mobile app notifications. If you need detailed notifications, use a desktop client or mobile app.

 

Direct number

If the caller dials a direct number, most phone models will show the person’s name in the notification. The incoming call notification shows or highlights the direct number dialed by the caller. On some Yealink models, the name may not be displayed.

 

Company number, automatic reception, or IVR

If the caller dials your company and extension, most phone models will show your name in the notification. It also applies when routed through an automated voice response (IVR) system.

On some Yealink models, the name may not be displayed.

Note: The company number and automatic reception number are not displayed in the incoming call notification. Show or highlight the direct number. If there are multiple direct numbers, the representative number specified in the line key settings is displayed or highlighted. If you do not have a direct number, the incoming call notification will display the label of the primary number (usually your name).

See also  Manage company representative number and caller ID name in Zoom Phone

 

Call queue

If the caller dials the call queue directly, most phone models display the call queue name.

Note: The call notification does not show the call queue number. Show or highlight the direct number. If there are multiple direct numbers, the representative number specified in the line key settings is displayed or highlighted.

Zoom Phone users do not receive incoming call notifications from the call queue when they are in a call or when calls from the call queue are disabled .

 

Internal contact

If the caller is another Zoom Phone user in the same organization, the incoming call notification displays the caller’s Zoom profile name and extension. If the caller dials a direct number, the dialed number is displayed or highlighted in the incoming call notification.

Note : If the caller dials an extension, the incoming call notification will show or highlight the direct number. If there are multiple direct numbers, the representative number specified in the line key settings is displayed or highlighted.

 

Proxy call function or shared line group

If you are a proxy caller or a member of a shared line group , see the article about proxy calls or shared line groups that details internal call notifications .