Depending on your desk phone, you may be able to see caller information, which allows you to determine how the caller was routed to your number (for example, direct number, company number, or call queue if your desk phone has one). Several common scenarios are listed in this article along with the type of notification you will receive when you receive an inbound call.
This article covers:
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Direct phone number
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Company number, auto receptionist, or IVR
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Call queue
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Internal contact
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Call delegation or shared line group
Prerequisites
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Zoom desktop client or mobile app
[su_note note_color=”#edfef7″] Note: The Zoom desktop client and mobile app contain more detailed call notifications than the desk phone, which is a less detailed notification. You can receive more detailed notifications by using the desktop client or the mobile app.[/su_note]
Direct phone number
The call notification on most phone models will display your name if the caller dialed your direct phone number. As well as displaying the name of the caller, the notification may also show the direct telephone number from which the call was made. In some models of Yealink, your name will not be displayed on the screen.
Company number, auto receptionist, or IVR
In most cases, if the caller dialed the company number and your extension number, your name will appear in the call notification on the phone if the call was made from the company number. In addition, this applies to calls that were routed through a voice response system or an automatic receptionist that took the call.
It is possible that your name will not appear on some Yealink models.
[su_note note_color=”#edfef7″] Note: The company number in the call notification will not be displayed along with the automatic receptionist’s number. Your direct number will be displayed or highlighted on the screen. You will see your primary direct number displayed or highlighted if you have multiple direct numbers listed in your Line Keys setting. Call notifications display the primary line label if there are no direct numbers.[/su_note]
Call queue
It is most common for phone models to display the name of the call queue if the caller directly dialed a call queue.
[su_note note_color=”#edfef7″] Note: The number of the call queue is not displayed in the call notification. There is a display or highlight of your direct number. Your primary number will be displayed or highlighted if you have multiple direct numbers specified in your line key settings if you have more than one number. [/su_note]
In the event that you are on a call or have disabled calls from call queues, you will not receive call notifications from call queues.
Internal contact
This call notification displays the Zoom profile name and extension number of the caller if the call was made by another Zoom Phone user within the same organization. The call notification will display or highlight the number that was dialed by the caller if they dialed your direct number.
[su_note note_color=”#edfef7″] Note: If they dial your extension, the call notification will display or highlight your direct number if they dialed your extension. Your primary direct phone number will be displayed or highlighted if y[/su_note]ou have more than one direct phone number specified in the Line Keys settings for your device.
Call delegation or shared line group
In order to learn more about inbound call notifications, you can check out our articles about call delegation or shared line groups if you are a delegator or member of a shared line group.
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