User Experience

This section outlines the user experience for getting started and familiar with Zoom Phone, including the web portal and Zoom Workplace app. After reading this section, you can expect to be familiar with common in-app and web-based settings and features central to using Zoom Phone as a standard user.

Setting Up a User Profile

Once a user is assigned a Zoom Phone license, there is a brief web-based account setup the user must perform on the Phone page before configuring additional Zoom Phone settings. This process establishes baseline information for the user profile, such as the user's country, default area code, time zone, and PIN used for features like hot desking and voicemail.

Country and Area Code

The user's chosen country and area code will affect a user's default dial string for local calling. For example, if a user chooses the United States and a 669 area code, unless otherwise specified, the user's dial string will default with +1 669, and all calls without a specified area code will route locally. For example, dialing 555-5555 will automatically translate to +1 669-555-5555. This will be overridden if the user begins a dial string with another area code, for example, dialing 212-555-5555.

Time Zone

The user's default time zone will determine how Zoom Phone interprets their time-sensitive settings, like Business Hours. For example, if a user is configured for the U.S. Pacific time zone (UTC -7) and actually lives in the U.S. Central time zone (UTC -5), if their business hours are configured from 8-5 Pacific, the user will experience their business hours from 10-7 locally.

If necessary, users can change their time zone at any time from their profile page on the Zoom web portal.

PIN Code

The user's chosen PIN code will be required for them to access their voicemail by telephone call, unlock their desk phone, or use a hot desking location.

Once a user's PIN is set, they can change it at any time from their Phone Settings screen on the Zoom web portal.

Zoom Phone on the Web Portal

After completing the initial setup process, users can access most of their Zoom Phone settings and features from the Phone tab on the web portal. By default, clicking the Phone tab will open the Settings screen; however, users can also switch to the History, Voicemail, and Recording tabs, which are also available within the Zoom Workplace app. Please follow the link below for more information.

Zoom Phone in the Zoom Workplace App

The Phone tab in the Zoom Workplace app serves as the main location to utilize Zoom Phone for both mobile and desktop users. From the Phone tab, users can make and receive calls, view call history, access voicemail, view shared lines, and send SMS/MMS messages. Please follow the link below for more information.

Zoom AI Companion

Zoom Phone supports built-in AI Companion features that can simplify user workflows and help you save time. These features are described in the following sections.

Call Summary

The Call Summary feature lets users generate post-call summaries of Zoom Phone conversations. If enabled during a call, designated conversations will receive an AI-generated post-call summary within the Zoom Workplace app, highlighting essential details such as dates, names, key discussion points, and next steps. Users have the option to edit, email, or share the conversation summary as needed.

Refer to Zoom's support center for more information on enabling and using call summary with AI Companion.

Voicemail

Zoom Phone's AI Companion enhances voicemail management through intelligent automation and prioritization tools designed to streamline communication workflows and improve response efficiency.

Tasks

When viewing a Voicemail, users can ask Zoom AI Companion to analyze and automatically suggest tasks based on voicemail content, helping users catch up faster when their inbox is full, and stay on-task when returning messages.

Refer to Zoom's support center for more information on enabling and using call summary with AI Companion.

Voicemail Prioritization

With the Voicemail Prioritization feature, AI Companion can automatically prioritize voice messages when the message content matches a user's personally defined topic or intent list. This can help users respond to their most significant, time-sensitive, or critical voicemail messages on a faster timeline when that message might otherwise be last in line.

Refer to Zoom's support center for more information on enabling and using call summary with AI Companion.

Team SMS Thread Summary

With the Summarize Team SMS threads feature, members of Call Queues and Auto Receptionists with the Power Pack add-on can use AI Companion to generate a summary of Team SMS threads to quickly understand the conversation and generate their response. This is notably beneficial when a user is following up on an existing conversation with several message exchanges, or when transferring an SMS conversation to a different agent for support.

Refer to Zoom's support center for more information on summarizing SMS threads with AI Companion.

User Reports

Zoom Phone users without an elevated role (i.e., a "standard user") do not have access to Zoom Phone usage reports. However, users can access and export their call history through the web portal.

Alternatively, users with a Power Pack add-on and sufficient role privileges may have access to additional dashboards and Call Queue reports. Refer to Zoom's support Center for more information on Power Pack reporting and features.

Power Pack

The Zoom Phone Power Pack is an optional add-on designed to empower Licensed (i.e., non-basic) Zoom Phone users by providing access to additional features and reporting tools, strengthening customer support and user capabilities similar to a "contact center-lite" experience.

With the Power Pack add-on, users and admins with sufficient permissions have access to additional features, including:

Analytics and Reporting

The following sections discuss Analytics available with the Power Pack add-on. Although the following descriptions provide general summaries of each report, some reports and associated data may require elevated (i.e., admin) privileges to view all data. Readers are encouraged to refer to each linked support article to understand the requirements for each report.

Call Queue Real-Time Analytics

The Call Queue Real-Time Analytics dashboard provides authorized users with critical details for an account's Call Queue performance that can help make effective data-driven decisions. Data available within this report includes:

Refer to Zoom's support center for more information on viewing the real-time Call Queue analytics dashboard.

Call Queue Historical Reports

Similar to the Call Queue Real-Time Analytics dashboard, authorized users can generate Call Queue Historical dashboard reports to help make effective data-driven decisions regarding Call Queue performance.

Refer to Zoom's support center for more information on viewing the historical Call Queue analytics dashboard.

Auto Receptionist Historical Reports

The Auto Receptionist historical report provides authorized users with insightful analytics for calls coming into their auto-receptionists. Data within this report includes:

Refer to Zoom's support center for more information on viewing the historical Auto Receptionist reports dashboard.

Team SMS Historical Reports

The Team SMS historical report provides authorized users with insightful analytics for Auto Receptionist and Call Queue SMS interactions, including key volume and response time indicators. Data within this report includes:

Refer to Zoom's support center for more information on setting up or using SMS with Auto Receptionists and/or Call Queues.

User Performance Reports

The User Performance Report allows authorized users to view the performance data of Zoom Phone users, compare their statistics, and view a leaderboard of users within a location. Data provided in this report includes:

Refer to Zoom's support center for more information on viewing User Performance Reports.

Feature Entitlement and Membership Report

The Feature Entitlement and Membership Report provides authorized users with a simple snapshot view of a Zoom Phone user's profile. Data available within this report includes:

Refer to Zoom's support center for more information on viewing the Feature Entitlement and Membership report.

Zoom Phone Recording Report

The Zoom Phone Recording Report allows authorized users to view the history of recording logs and how Zoom Phone recordings are being used, stored, and deleted within an account. These reports allow admins to monitor recordings and understand recording usage in a comprehensive report. Data available within the report includes:

Refer to Zoom's support center for more information on viewing the Zoom Phone recording report.

Access Reports

The Zoom Phone Access Report allows authorized users to generate a list of users that have access to shared resources, including:

Refer to Zoom's support center for more information on viewing Zoom Phone Access Reports.

User Features

When provisioned with a Power Pack add-on, users gain access to the following features:

Opt-Out Reason Code

Users belonging to a Call Queue can designate an opt-out reason code when leaving the queue. This provides Call Queue managers with insight for user statuses, such as taking a rest or meal break, and also synchronizes to the real-time Call Queue analytics dashboard.

Admin-User Call Queue Opt-In

Users with sufficient role-based permission, such as a Call Queue admin, can opt users in to a Call Queue through the Call Queue Real-Time dashboard. This can be helpful in circumstances where a Call Queue may have users waiting in-queue, and agents have forgotten to opt back in to the queue from a break.

VIP Delegation

VIP Delegation allows a user to define who can and cannot directly call them. This feature is particularly useful for executives who do not want to be directly accessible to everyone without expressed permission.

To configure VIP delegation, users first define a VIP contact list of who can call them directly; after configuring the list, the user can define if unanswered calls will forward on to a call delegate or not.

Second, the user can define what happens when someone outside their VIP contact list calls them, with options to:

• Ring them and their delegate(s) simultaneously: People not on the VIP list can ring both the user and their delegate(s).

• Ring their delegate(s) first and themselves second: People not on the VIP list can ring the delegate(s) and then the primary user.

• Ring themselves first and their delegate(s) second: People not on the VIP list can ring the primary user first and then their delegate(s).

• Ring their delegate(s) only: People not on the VIP list can ring the delegate(s) only.

• Ring themselves only: People not on the VIP list can ring the primary user only.

• Send to voicemail/videomail: People not on the VIP list are sent to voicemail/videomail if voicemail/videomail is enabled.

Refer to Zoom's support center for more information on enabling and using VIP delegation.

SMS Templates

With SMS Templates, users can optimize efficiency by promptly inserting pre-made messages, defined by administrators, when replying to or sending SMS messages through an Auto Receptionist or Call Queue. These templates facilitate customization with adaptable fields to personalize messages for recipients and offer controlled access levels at various account, group, user, and Site-specific tiers.

Refer to Zoom's support center for more information on managing SMS templates.

Team SMS Functionality

With Team SMS Functionality, users can answer and send text messages on behalf of an Auto Receptionist or Call Queue if they are members of the group. This lets end users (i.e., your business' customers) send SMS messages to a Call Queue or Auto Receptionist, which can be answered by members of the group collaboratively, offering additional contact channels for communicating with your customer base.

Refer to Zoom's support center for more information on using Call Queues or Auto Receptionists with SMS.

Team SMS Summary

This feature was previously discussed under the AI Companion section.

The Zoom Assistant

The Zoom Assistant is a lightweight widget that runs on a user’s desktop as an extension of the Zoom Workplace app, offering Zoom Phone Pro and Licensed users a consolidated phone interface. Please follow the below link for more information.