Using the Desktop Power User experience (Power Pack) In Zoom App

Those who do a lot of phone work and have to transfer calls quickly will find the desktop Power User experience helpful. For instance, receptionists, executive assistants, and help desk agents. As part of the experience, the phone user is able to see a customized panel that is always on top of the phone, allowing the user easy access to their call queues, shared lines (call delegating), and shared lines groups. Users can also access the dialer, history, and voicemail directly from their phones. Additionally, Zoom desktop clients provide phone users with a dedicated Contacts window that enables them to quickly locate their contacts and transfer calls with the fewest clicks possible.

Note : For this feature to be enabled, Zoom Phone Power Pack must be installed on the device.


  • There are different types of Zoom Phone licenses, depending on the features they include.
  • The Power Pack add-on to Zoom Phone is one of the most popular.
  • To install the Desktop Client, you will need to be using version 5.6.0 or higher.
  • An administrator will need to set up your Power User experience on the desktop

How to enable Desktop Power User and customize widgets?

Phone users can customize the Desktop Power Pack widgets after the admin enables Desktop Power User.

Note : 

If you want to customize widgets, you should be a member of one of the following: call queue, shared appearance (delegation of calls), or shared line group.

  1. The Zoom web portal can be accessed by logging in.
  2. Click on the phone icon.
  3. Choose Settings from the dropdown menu.
  4. Check that the Desktop Power User toggle is turned on in the Desktop Power User section before clicking View or Edit.
  5. Set the widgets in the Desktop Power User window to Shared Line Appearances, Shared Line Groups, or Call Queues as needed, and reorder them accordingly.
  6. Click the Save button.

Widgets overview

  • Power Users can customize up to four widgets in the desktop Power User interface by going to the web portal. (For MacOS) The top widget will show your own phone number. (For Windows) The bottom widget will show your own number.
  • Based on the type of widget, the widget will also display additional information as follows:
    • Call queue:
    • The number of callers waiting in our queue and the number of members inactive during their working hours as well as the number of members currently active.
    • Shared line group:
    • Approximately how many members are currently active (logged in during their business hours).
    • Call delegation (shared line appearance):
    • Whether your delegate is present at the call.
  • To position Desktop Power User anywhere on the screen, simply click and drag.
  • The Desktop Power User window will automatically hide when docked to the side of your screen. Just drag the window to the edge. If you hover over the widget’s edge or there is an inbound call, the panel will automatically display (slide out).
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How to receive calls

On both the Desktop Power User window as well as the Zoom desktop client, you will see alerts for incoming calls simultaneously in the Lines tab of both the Desktop Power User window and the Zoom client. The call can be accepted or declined in either window. To answer or decline, click the button.

How to use in-call controls

Following are the in-call controls available during an active call:

  • You can open the Power User window next to the dial pad by clicking on the device’s dial pad button.
  • You can begin or end the recording by clicking the Record button.
  • Using the call park button, you can park the call so it can be picked up by another user of the phone.
  • The info button: Provides you with information related to the call that is currently active.
  • If you press the transfer button, then you can call another contact. In this case, you can use the search bar to search for the contact you would like to speak to. The option to blindly transfer the contact, warmly transfer the contact or send the contact to voicemail can be seen when you hover over the name of the contact.
  • Click on the “Hold” button: You can place or resume the call when it is on hold.
  • If you click the “Hang Up”, the call will end.

How to set the status of your presence

Please click on your profile picture to change your presence status from Available to Away or Do Not Disturb to Do Not Disturb.

Viewing call history and voicemail

Zoom allows you to review your call history and recordings in the main window by clicking the clock icon to focus on the History tab.

By clicking the Voicemail icon in the main Zoom window, you will be redirected to the Voicemail tab so that you can listen to your voicemail.

How to change widget settings

You can access these settings by clicking the ellipses icon on each widget:

  • Top of the page, there is a widget with a personal line
    • View More Info¬†:
    • From the web portal, you can change the settings for your phone.
  • There is a widget for your call queue.
    • Receive Call Queues:
    • The number of inbound calls to or from your queue can be disabled or enabled.
  • The following widgets appear on shared lines (call delegation):
    • You can click on each icon to meet your delegate, call them, or chat with them.
  • Widgets for shared line groups:
    • Receive group calls:
    • Receive notifications from incoming calls from the shared line group either enabled or disabled.
  • Widgets for picking up group calls include:
    • Users who are part of the group that is being picked up.
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What is the purpose of the contacts list

The Zoom desktop client provides the ability to access a contacts panel in which real-time presence information can be viewed and where quick access or a meeting can be initiated with users.

  1. You will need to log into the Zoom desktop client in order to do this.
  2. On the left side, click Contacts.
  3. You can select a group from the contacts list on the left in order to see the names of each contact and the status of their presence.
  4. Hover your mouse over the contact’s name to connect with them quickly by meeting, calling, or chatting.

Read it also –

Setting Up The Desktop Power User Experience Power Pack In Zoom
Call Queue Historical Dashboard Power Pack In Zoom App

Frequently Asked Questions


How do you get the zoom power pack?

This article describes Zoom Phone Power Pack, which is an add-on SKU that can be assigned to any licensed Zoom Phone Pro user for a monthly fee of $25/user, which offers all the features described in this article.

How do I get rid of Zoom desktop widget?

As part of the flow setup, the widget is automatically added to all flows, and cannot be removed. Accessing Zoom’s web portal requires you to sign in. Please select Contact Center Management from the menu on the left then click Flows from the menu on the right. For editing a flow, click on its display name at the top of the flow.

How do I listen to a call on Zoom?

It is common for Zoom Meeting participants to be prompted by Zoom to join audio automatically once they have joined a Zoom Meeting. Alternatively, click the Join Audio button in the meeting controls if the prompt does not appear or it closes out. There is a possibility that you will automatically join computer audio if you are participating in a webinar.

How do I check my zoom call quality?

Zoom Phone offers you the ability to view the overall quality of calls made via Zoom Phone. The Zoom web portal can be accessed by logging into your account. Navigate to the Dashboard menu by clicking on it in the navigation bar. Quality of Service can be found under the Zoom Phone tab.

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What is hot desking zoom phone?

It has now been announced that Zoom Phone Appliances will support hot-desking, which will allow a user to sign in as a guest who is in a shared space to use the appliance. Upon configuration of a Zoom Phone, the administrator will be able to configure the device so that any user will be able to sign in and access their Zoom account, complete with upcoming meetings, call history, voicemail and more.

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