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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.

Example of the Phone tab in the Zoom workplace mobile app.
Example of the Phone tab in the Zoom Workplace desktop app.

Zoom Recommendation

For a quick course on Zoom Phone, check out our Zoom Phone Overview on YouTube or our support center.

Making Calls

After opening the Phone tab, users can make outbound calls using the dialpad, searching by name or contact or typing in the phone number. When typing or searching by name, internal and external user contacts will automatically display and filter as the criteria narrows based on user input. Additionally, if a user is assigned more than one line—like they would with Call Delegation, a Shared Line Group, or Call Queue—they can select their outbound caller ID before making the call.

Example of ways to make calls: searching via name, using the dialpad, and showing the outbound Caller ID for users assigned more than one line.

Live Call Menu

While a call is live, users can access a variety of call menu options, including:

  • Mute to silence the speaker's microphone.

  • Keypad for pressing menu options or using DTMF tones.

  • Audio to select or adjust speaker and microphone settings.

  • Add Call to add another user to the call.

  • Hold to place the call on hold.

  • Transfer to send the call to another user.

    • Warm Transfer to speak to the new user before transferring.

    • Direct Transfer to transfer without speaking to the new user.

    • Transfer to Voicemail to send directly to the user's voicemail.

  • Record to record the call.

  • Summarize to enable AI Companion's Call Summary feature.

  • Meet to elevate the call to a Zoom Meeting.

  • More (...) to access additional features and information not shown, including:

    • Call Park

    • End-to-End Encryption

  • Share Call Details

Example of call menu options displayed when in a call.

Zoom Workplace App Call History

From the History tab, users can review their recent call history, including the ability to filter their history by several criteria, including missed calls, recorded calls, or calls from a specific line.

Example of call history in the Zoom Workplace app and the Zoom Web Portal.

Voicemail & Videomail

From the Voicemail tab, users can access their voicemail and videomail messages, including the ability to filter their messages marked as read, for follow up, or messages received on a specific line.

Additionally, when viewing a message, users can see transcriptions, AI-generated tasks (if enabled), and other general call information.

Example of call transcription.

Lines

From the Lines tab, users can see shared phone lines they have access to, such as phone numbers associated with Call Delegation or a Shared Line Group.

Example of phone lines available to the user.

SMS / MMS

From the SMS tab, users with a sufficient license type can send and receive text messages to individuals or up to 10 numbers at once. Users with a Zoom Phone Power Pack add-on can also send text messages from a Call Queues' or Auto Receptionist's phone number if enabled by an account admin.

Example of SMS messages.

Refer to Zoom's support center for more information on SMS frequently asked questions.

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