Inbound call notifications (client and app) in zoom
It is possible to see the caller information on the Zoom desktop client or mobile app if you use Zoom to receive calls. This allows you to identify how the caller reached your number (for example, if it was direct, a business number, or a call queue). We are going to explain in the following sections what Zoom Phone inbound call notifications look like and what common scenarios are displayed.
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As a result, if you set the status of your presence to Do not disturb manually, you will not receive call notifications.
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By using keyboard shortcuts, you are able to accept or decline calls on the desktop client.
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The ringtone for inbound calls can be changed in the Settings tab of your client/app by changing the Ringtones option.
This article covers:
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Common to all scenarios: caller’s name and number
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Direct phone number or main company number
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Call queue
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Transferred calls
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Synced contact
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Busy on a call
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Call delegation or shared line group
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Group call pickup
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In a meeting
Prerequisites for inbound call notifications (client and app)
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Zoom desktop client or mobile app
Common to all scenarios: caller’s name and number
Whenever an inbound call notification is sent, the name and number of the caller are displayed. The name and number of the caller will differ depending on whether the caller is internal or external:
ScenarioWhat’s displayed in the inbound call notificationExternal caller
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Caller’s caller ID name and number
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Caller verified icon (in certain scenarios)
Internal Zoom Phone user in the same account
or
External Zoom Phone that been added to contacts
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Caller’s Zoom profile name/picture and extension number
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Caller verified icon
External Zoom Phone user
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Caller’s profile picture and caller ID name and number
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Caller verified icon
Direct phone number or main company number
ScenarioWhat’s displayed in the inbound call notificationCall notification buttonsCaller dials your direct phone number
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Caller’s name and number
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to You followed by your direct phone number the caller dialed
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Accept
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Decline
This includes the scenario where the caller dials the main company number of your company and then dials your extension number, which is processed by an internal automatic receptionist or interactive voice response system (IVR).
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Name and number of the caller
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A forwarding form followed by the display name of the auto receptionist and its extension number will be displayed
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I would like to forward this message to you followed by your extension number
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Accept
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Decline
Call queue
ScenarioWhat’s displayed in the inbound call notificationCall notification buttons
Caller is routed by a call queue you’re a member of
(see note A)
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Caller’s name and number
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forward from followed by the display name of the call queue and its extension number*
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to You followed by your extension number
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Accept
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Decline
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Skip: Ignore the notification and dismiss it. There will be an attempt made to contact other members of the queue.
The caller is routed through a call queue that you are a member of while you are on a call with someone else
(see note B)
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Name and phone number of the caller
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The forward from command is followed by the display name of the call queue and the extension number for that queue
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I would like to forward this message to you followed by your extension number
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End & Accept: When the inbound call is answered, end the current call and accept the inbound call.
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Skip: Ignore the notification and dismiss it. As long as there are members in the queue, it will try to reach them.
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Hold & Accept: When the current call is on hold, answer the inbound call and place the current call on hold.
Note (A)
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The web portal or client/app may not notify you when new calls come in if you have disabled calls from call queues using your phone settings in the web portal or client/app. There are two main ways to disable calls from call queues: you can do it for all queues or for specific queues.
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The call notification will indicate that it is an emergency call if you belong to a call queue that is part of an internal safety response team.
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There can be settings that can be changed by your admin that determine when you receive notifications for calls in the call queue. Admins can provide you with more information about this.
Note (B): If you are currently on another call and you receive an inbound call notification from your call queue, you may not be able to see it. Depending on your admin settings, this behavior will be displayed. For more information, you can contact your system administrator.
Transferred calls
ScenarioWhat’s displayed in the inbound call notificationCall notification buttonsExternal caller (or external Zoom Phone user) blind transfers a call to you
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This is the name and number that appears on the caller ID of the person who is making the transfer
Note: When a user is transferred, the caller ID of the user being transferred is not displayed. -
You will receive an email with your extension number attached to it
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Accept
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Decline
There is a blind user on the Zoom Phone who transfers a call to you
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There will be a caller ID name and a number associated with the user being transferred on the call
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In front of the forward form, there should be the display name of the person who is transferring the call and their extension number*
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I would like to forward this message to you followed by your extension number
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Accept
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Decline
It is possible for a caller to warmly transfer a call to you (which means a call is made before the call is transferred).
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The name of the caller and the number of the call
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If the caller is internally, you will need to respond to the call with your extension number (if it is an internal call) or your direct phone number (if it is an external call).
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Accept
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Decline
Synced contact
You will be able to see the name of the caller as well as their phone number if you have synced your contacts from your third-party contacts directory. This will override the caller ID information for the number and name of the caller. If you have added an internal Zoom Phone user to your third-party contacts service, the name you specify in your third-party service will override the name you specify for the user in Zoom Phone.
Busy on a call
It is possible to display the following options while you are on a call if there is an inbound call and you are currently on a call:
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Hold & Accept: When the current call is on hold, answer the inbound call and place the current call on hold.
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Send to Voicemail: In order to send your inbound call to your voicemail, you must remain on your current call.
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End & Accept: When the inbound call is answered, end the current call and accept the inbound call.
Call delegation or shared line group
To learn more about how inbound calls are notified, visit our articles about call delegation, delegated calls, or shared line groups if you are a call delegation or shared line group member.
Group call pickup
In the event that a member of a group call pickup is unable to answer a call, and you’re a member of the group call pickup, you will receive an inbound call with a subtle notification sound telling you to answer or dismiss the call. A notification of an inbound call is sent to you by default without any sound. A subtle notification sound can be enabled by administrators in order to alert users.
In a meeting
The call notification displays these options if you are in a meeting and receiving an inbound call while in the meeting:
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Hold Meeting Audio & Accept: If you are taking an inbound call, you need to leave the meeting audio and accept the call. Depending on when you answer the call, you could switch between the phone call and the meeting, or merge them both together.
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Send to Voicemail: You can keep your current call and send the inbound call to your voicemail at the same time.
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End Meeting & Accept: If you decide to leave the meeting or end it, you should answer the inbound call.