Setting up the Desktop Power User experience (Power Pack) in Zoom

This post was most recently updated on July 23rd, 2022

Desktop Power Users is designed to meet the needs of users who manage many calls that need to be transferred quickly; these users might include receptionists, executive assistants, and help desk agents, for example. There is a new experience in place with the new feature that allows you to customize widgets to maintain a panel that is always on top so that you can easily view the phone user’s call queues, their shared lines (call delegation), and their shared line groups. Furthermore, users of the phone can also access quickly the dialer, their voicemail and their history. On the Zoom desktop client, you can also access a new Contacts window that allows you to quickly locate your contacts and transfer calls with just a few clicks, which is optimized to help users find their contacts quickly. If you would like more information on these features, please see the user guide for Desktop Power User experience.

Note: This feature can be enabled by Zoom Phone Power Pack users only if they purchase the add-on for their mobile phone.

Prerequisites for using Desktop Power User

  • Privileges on an account or as an administrator

It is important that phone users have the following requirements in order to be able to experience the Desktop Power User experience:

  • A Zoom Phone license (which includes all the features that are included in Zoom Phone Pro licenses)
  • Power Pack for Zoom Phone is an add-on that can be purchased separately

How to prepare for setup

Call queues, shared lines, and shared line groups can all be configured as widgets in the Desktop Power User panel. For more information on setting up and assigning phone users as members of Desktop Power Users, please see the following articles:

  • Queues for calls
  • Appearance of a shared line (delegation of calls)
  • Groups of shared lines

How to enable and set up the Desktop Power User experience

Desktop Power Users need to be enabled by Zoom Phone admins individually on a per-user basis in order to work. It is possible for the user or the administrator to customize the widgets once Desktop Power User has been enabled for that user.

  1. To access Zoom’s web portal, you will need to sign in.
  2. Select Phone System Management from the navigation menu, and then select Users & Rooms from the User & Rooms section.
  3. Select the phone user‘s name from the drop-down menu.
  4. You will find the User Settings tab on the left side of the screen.
  5. Click View or Edit in the Desktop Power User section of the application, once you have made sure that the toggle is enabled.
  6. The Desktop Power User window has the option to set the widget for a particular position. After selecting the position from the drop-down menu, select the widget you wish to set from the list:
    • Queues for calls
    • Appearances on Shared Lines
    • Groups of shared lines
    • Call Pickup for a Group
  7. From the drop-down menu of the extension, select the extension corresponding to the selected extension.
  8. As needed, repeat steps 6 and 7 in order to complete the process.
  9. To move each row up or down in the order, either drag and drop a row or use the arrow buttons to select the row you want to move.
  10. Once you have made your changes, click on Save.