Making Calls with Zoom Phone

Prerequisites 

• Latest version of the Zoom Desktop Client or Mobile App
• Zoom Web App

This Article Covers:

This article covers how to make a phone call using the different methods within the Zoom phone application as well as different features that are available while on call.

• Calling through contacts
• Dialing with extension or Dialing out
• How to place someone on Hold
• How to transfer a call.
• Call History and Recording.

Making a Call through Zoom Phones

Calling through Contacts:

1. Type a name or number above the dial pad.
   Note: If the contact has several phone numbers, click the right arrow icon  to view and select the number to call.
2. Click the Caller ID drop-down menu to change the outbound caller ID number.
3. Click the phone icon.
4.  Adjustments can be made to the call in Zoom's in-call controls.

Dialing Extension or Specific number:

1. Under phoneusing the Dial pad input the four digit Extension of the Department or person you are calling: EX 3005 for ITS
   • During the Zoom Phone Transitional period, please dial 10 digits (e.g., 216-397-3005) for all internal.
2. For calling outside of JCU phone environment input the full 10 digit phone number of whomever you are trying to reach.
3. Press the Blue call button

How to Place Someone on hold during a call

1. While on Call you can place them on hold by pressing the HOLD button located in the middle of the menu
    
   • While on Hold the Receiving party will hear music while on hold and you will be able to use  call flip to switch the call to another device (Zoom desktop app, mobile client, or desk phone).
2. While the Other party is on Hold you can press the UNHOLD button located in the same location as the HOLD button to resume the call.

How to Transfer a Call:

Before Transferring a call please note that there are three types of Transfer methods on the Zoom Desktop Client:

Warm transfer: Places your call on hold while you complete the transfer. This option is useful if you need to navigate an automated answering machine for the caller or if you want to speak to the receiving party before your call is transferred.

Blind transfer: Transfers the call to the number and immediately hangs up your call. If there are any phone menu prompts, the other party will have to complete them.

Transfer to voicemail: Transfers the call to the voicemail of a specified phone number. This transfer method might not work for all numbers. 

1. During a call, click Transfer.
2. Follow one of these steps to locate or dial a phone number to transfer to:
   • Number pad: Dial a number to transfer to.
   • Search contacts: Enter a name to search your internal, external, and synced contacts.
   • Starred contacts: Click the ellipses icon (...) then click Transfer to Starred. Hover over the contact and click the phone icon to call them.
3. Click the blue transfer button and select a transfer method.
4. If you selected Warm Transfer, the current call will be placed on hold while you connect to the dialed number. Click Complete Transfer to transfer the call and hang up your phone. You can use most in-call controls before completing the transfer. Click Cancel Transfer if you want to cancel the warm transfer and return to the original call. 

Call History and Recordings:

1. Click the History tab. The most recent call history will display at the top.
2. Click the drop-down menu below the tabs to filter call history entries by missed or recorded calls.
3. Hover over a call history entry for these options:
   Note: If the caller hid their caller ID, you can only delete the entry.
   • Hover over the profile picture for additional options if the phone number belongs to an internal, external, or synced contact.
     • For internal and external Zoom contacts, you'll see the user's contact card and additional options to Chat or Meet.
     • For synced contacts, you'll see a general contact card with the name of the third-party service and all the phone numbers added to that contact.
   • Click the phone icon to call the selected number.
   • If the call was recorded, click the play icon  to play the associated recording.
   • Click the ellipses for these options:
     • Meet with Video / Meet without Video / Chat (these options are only visible if the phone number belongs to an internal or external Zoom contact): Start an instant meeting or 1-on-1 chat with the contact.
     • Send Text Message (only visible If you have SMS enabled): Send an SMS message to the number.
     • Copy Number: Copy the associated phone number to your system's clipboard.
     • View Profile (only visible if the number belongs to your internal or synced contacts): View details of the associated caller.
     • Block Caller: Add the phone number to your blocked list.
     • Download (only visible if the call was recorded): Save the recording as an MP3 file.
     • Delete: Delete the selected call history entry. If there's a call recording, it will be deleted as well.
     • Clear All Call History: Delete all call history entries. All call recordings will also be deleted.
     • Call Duration: Displays the duration of the call in minutes and seconds (mm:ss).

Resources:

Zoom Phone FAQ page

In Call control guide