IT Knowledge BaseGeneral TopicsTelecom Zoom PhoneUsing Zoom Phone Desktop Client Features

Using Zoom Phone Desktop Client Features

This article contains information on how to use various features of the Zoom Phone desktop client.

You can call 911 but your location won’t be available to the emergency center and you have to announce your location. We will have training for users to use E911 location service in spring 2023.

To use these features, make sure that you have the latest version of Zoom installed. View instructions on how to update Zoom.

Setting Up Zoom Phone

Set up Zoom to automatically start when you log in to your computer

1. On a Windows PC, click your avatar and open Settings.

Zoom Settings icon in desktop client
  1. Click your avatar (profile picture or initials).
  2. Click Settings.

1.1. Under General, place a check next to Start Zoom when I start Windows.

General settings screen
  1. Click General.
  2. Check the box next to Start Zoom when I start Windows.

2. On a Mac, Command + Click on the Zoom app in your dock. Then select Options and select Open at Login.

set Zoom to open at login on Mac
  1. Hold the Command button on your keyboard and then click your mouse on the Zoom app in the dock at the bottom of the screen.
  2. Select Options.
  3. Then select Open at Login.
Adjust ring volume

1. Click your avatar. Then, click Settings.

Zoom Settings icon in desktop client
  1. Click your avatar (profile picture or initials).
  2. Click Settings.

2. Select Audio from the Settings navigation.

Zoom Audio Settings button

3. Scroll until you see Ringtones. Then, drag the marker on the Ringtone Volume bar to adjust the ring volume.

Ringtone volume bar
Adjust volume on calls

1. Click your avatar. Then, click Settings.

Zoom Settings icon in desktop client
  1. Click your avatar (profile picture or initials).
  2. Click Settings.

2. Select Audio from the Settings navigation.

Zoom Audio Settings button

3. To adjust the caller's volume, drag the marker on the Speaker volume bar.

Speaker volume bar

4. To adjust your volume, drag the marker on the Microphone volume bar.

Mic volume bar
Change which headset/microphone/speaker you're using

1. Click your avatar. Then, click Settings.

Zoom Settings icon in desktop client
  1. Click your avatar (profile picture or initials).
  2. Click Settings.

2. Select Audio from the Settings navigation.

Zoom Audio Settings button

3. To change your speaker, use the Speaker drop-down menu to select what speaker or headset you want to set as your output device.

Speaker selection drop-down menu

4. To change your microphone, use the Microphone drop-down menu to select what mic or headset you want to set as your input device.

Mic selection drop-down menu
Enable simultaneous ring for incoming calls on your headset/earbuds and computer speakers

Enabling this feature means that incoming calls will ring on both your headset/earbuds and computer speakers, so you will still hear an incoming call ringing if you take off your headset/earbuds.

1. Click your avatar. Then, click Settings.

Zoom Settings icon in desktop client
  1. Click your avatar (profile picture or initials).
  2. Click Settings.

2. Select Audio from the Settings navigation.

Zoom Audio Settings button

3. Place a check next to Use separate audio device to play ringtone simultaneously. Then, use the Ringer Speaker drop-down menu to select what speaker you want to ring in addition to the headset. Adjust the volume by dragging the marker along the bar.

Use separate audio device settings
  1. Check the box next to Use separate audio device to play ringtone simultaneously.
  2. Select a device from the Ringer Speaker drop-down menu.
  3. Drag the marker along the volume bar to adjust the volume.
Install Location Helper and Enable Location Services on Mac

You will see a pop-up notification on your Zoom desktop app on a Mac computer/laptop letting you know you need to install a location helper. There are also location services you will need to enable.

1. Click Download and Install in the pop-up notification.

Zoom pop-up requesting download location helper

2. Click Continue when the Location Helper installer opens.

Install Location Helper wizard start

3. Click Install.

standard install on Mac HD

4. Click Close when the installer finishes.

Location Helper installed

5. Click on the location arrow icon in the Zoom desktop app under your profile image. Then click Open Settings.

Zoom pop-up requesting enable location services

6. Click on the lock icon to make changes to Location Services.

unlock changes to Privacy settings

7. Enter your password and then click Unlock.

Most newer campus Mac computers/laptops use your campus portal password, but older Macs may use a separate system password. Contact the IT Help Desk at [email protected] or 657-278-7777 if you have questions about this password.

enter Mac password to unlock changes

8. Place a check next to Enable Location Services.

enable location services

9. Click Allow when you see the pop-up message about allowing Zoom to access your location.

allow zoom to access your location pop-up

10. Place a check next to zoom.us under Enable Location Services. Then click the lock icon to save your changes. You're done!

check zoom.us for location services
  1. Place a check next to zoom.us.
  2. Then click the lock icon to save your changes.
Check Location Permissions settings on Windows PC

Typically Location Permissions are automatically enabled for campus Windows PC computers and laptops, but you can follow the steps below to check your location permission settings.

1. Click your avatar. Then, click Settings.

Zoom Settings icon in desktop client
  1. Click your avatar (profile picture or initials).
  2. Click Settings.

2. Click on Phone. There should be a checkmark next to Location Permission.

On campus-issued Windows PC computers/laptops, the Location Permission will automatically be checked and you will not be able to uncheck it. If you are using a personal computer/laptop, be sure that this option is checked.

Location Permission option
  1. Click on Phone.
  2. Ensure the Location Permission option is checked.
Confirm emergency (campus) address

Telecom will enter your campus location. You will need to check it and confirm that it's correct or update it if it's incorrect.

1. Click on the red arrowhead icon underneath your avatar. Review the address that is listed. If the address matches your campus address, click Confirm. You do not need to continue with Step 2 onward. If you need to make changes, click Wrong, update it and continue with the following steps.

Emergency address in Zoom desktop client
  1. Click the red arrowhead icon underneath your avatar.
  2. If the address shown is correct, click Confirm. You have confirmed your campus emergency address and do not have to take further action.
  3. If the address shown is incorrect, click Wrong, update it. Continue with Steps 2-3.

2. Select the correct address from the drop-down menu. Then, click Save. If it is not in the drop-down menu, click Add a new Emergency Address and proceed to the next step.

Update Emergency Address screen

A.     Select your address from the drop-down menu.
A.2   Click Save. You do not need to proceed to Step 3.
B.      If your address is not in the drop-down menu, click Add a new Emergency Address. Proceed to Step 3.

Add Emergecny Address screen
  1. Select United States from the drop-down menu.
  2. Enter the first line of your office address.
  3. Enter the second line of your office address (room number).
  4. Select California from the drop-down menu.
  5. Select Fullerton from the drop-down menu.
  6. Enter the zip code.
  7. Check the box next to "This information will be shared with your account admin..."
  8. Click Add.
Add emergency (personal) address

Zoom allows you to add additional emergency addresses. This is helpful if you have an alternate campus location or if you telecommute.

To ensure accuracy, add an emergency address when you are at that location.

1. Click your avatar. Then, select Settings.

Zoom Settings
  1. Click your avatar (profile picture or initials).
  2. Click Settings.

2. Select Phone from the navigation panel. Scroll to the Emergency Address section. Then, click Add Emergency Address.

Emergency Address in Zoom settings
  1. Select Phone from the navigation panel.
  2. Click Add Emergency Address.
Update Emergency Address
  1. Select your Country from the drop-down menu.
  2. Type in Line 1 of your Street Address.
  3. If applicable, type in Line 2 (e.g. number of your unit, apartment, etc.) of your Street Address.
  4. Select your State from the drop-down menu.
  5. Type in your City.
  6. Type in your Zip Code.
  7. Check the box next to "This information will be shared with your account admin..."
  8. Click Add.

4. You may see a message saying that the system has verified and suggested another address. Review the suggestion and click Use this address to save the suggested address.

You may see this message if the address you entered does not follow the standard postal format (e.g. excess punctuation, missing direction, etc.)

Verify your emergency address prompt

5. Your Zoom Emergency Address has been set.

This information will not be visible to other users aside from the account admin.

Emergency Address in Zoom settings

Quick Start

Make a call

1. Click the Phone icon.

Zoom desktop Phone button

2. Use the number pad to dial the number you wish you call. You can also use the number keys on your keyboard. Then, click the Call button.

Zoom Phone number pad
  1. Dial the number you want to call using the number pad in Zoom or your keyboard.
  2. Click the Call button to call the number.

3. When your call is answered, you will be taken to the in-call control pad to complete the call.

Zoom Phone in-call controls
Answer a call

1. Click the Accept button to pick up the call.

Incoming call with accept button highlighted

2. You will be taken to the in-call control pad to complete the call.

Zoom Phone in-call controls
Transfer a call
Blind Transfer (transferring the call without speaking to the next recipient)

1. In the in-call controls, select Transfer to initiate the transfer.

Transfer button in in-call controls

2. Dial the number/extension of the user that you want to transfer the call to. Then, click the Transfer button.

Transfer to in number pad
  1. Dial the number you want to transfer the call to using the number pad in Zoom or your keyboard.
  2. Click the Transfer button.

3. Click Blind Transfer.

Blind Transfer button

4. You're done! The call has been transferred.

Transfer Success message
Warm Transfer (announcing the call)

1. In the in-call controls, select Transfer to initiate the transfer.

Transfer button in in-call controls

2. Dial the number/extension of the user that you want to transfer the call to. Then, click the Transfer button.

Transfer to in number pad
  1. Dial the number you want to transfer the call to using the number pad in Zoom or your keyboard.
  2. Click the Transfer button.

3. Click Warm Transfer.

Warm Transfer button

4. When you get an answer on the other line, let the person who answered know that you will be transferring a call to them, as well as any other pertinent details. When you're finished, click Complete Transfer.

Complete Transfer button

5. You're done! The call has been transferred.

Transfer Success message
Transfer to Voicemail

1. In the in-call controls, select Transfer to initiate the transfer.

Transfer button in in-call controls

2. Dial the number/extension of the user whose voicemail you want to transfer the call to. Then, click the Transfer button.

Transfer to in number pad
  1. Dial the number you want to transfer the call to using the number pad in Zoom or your keyboard.
  2. Click the Transfer button.

3. Click Transfer to Voicemail.

Transfer to voicemail button

4. You're done! The call has been transferred.

Transfer Success message
Put a call on hold

1. In the in-call controls, select Hold to put the call on hold.  

Hold button in-call controls

2. Click the Unhold icon to remove the call from hold.

Unhold button in in-call controls
Mute during a call

1. In the in-call controls, select Mute to put the call on mute.  

Mute button in controls

2. Click the Unmute icon to unmute the call.

Unmute button in controls
Access voicemails

You will also receive an email containing the audio file and transcription of your voicemail.

1. Open your Phone in the Zoom desktop client. Then, click on the Voicemail on the left side of the screen. Use the drop-down menu to select if you want to view All, only Unread, or marked to Follow Up voicemails. You can also select which Line you want to check the voicemail for if you have multiple phone lines.

If you see a red digit on the tab, it indicates how many unread voicemails you have.

Selecting All, Unread, or Follow Up will show voicemails for all of your phone lines.

Zoom Phone desktop interface
  1. Click the Voicemail button.
  2. Use the drop-down menu to select whether you want to view All voicemails, Unread voicemails, Follow-up voicemails, or only the voicemails for a particular Line.

2. Hover your cursor over the voicemail to reveal the voicemail buttons. Click the Phone icon to call the person back. Click the Play icon to play the voicemail and reveal the transcription.

Play and call back buttons in voicemail
  1. Use the Phone icon to call the person back.
  2. Use the Play icon to listen to the voicemail and view the transcription.

3. Click the ellipses to access other functions including Mark as Unread/Follow Up, Save As, Delete, etc.

If you are a voicemail delegate for someone else, you will only be able to delete your own voicemails and not those of your delegate. View Call and Voicemail delegation instructions.

Additional voicemail actions menu
Forward calls to another campus extension

When you enable call forwarding, all calls to your extension will be forwarded to the extension you enter. If the call is not answered, the caller will be sent to your voicemail.

1. Click your avatar. Then, click Forward Calls.

Forward Calls in Zoom menu
  1. Click your avatar (profile picture or initials).
  2. Click Forward Calls.

2. To forward your calls to another user or extension, select Name or Number in the Set Up Call Forwarding prompt. Then, enter the name or extension you want to forward your calls to into the Forwarding Contact field. Select a Time Limit from the drop-down menu. Then, choose your voicemail greeting option. When you're finished, click Save.

Set Up Call Forwarding Name or Number screen
  1. Select Name or Number.
  2. In the Forwarding Contact field, enter the Name or Extension that you want to forward your calls to.
  3. Use the Time Limit drop-down menu to set how long you want your calls forwarded.
  4. Toggle on the play my voicemail greeting button if you want your voicemail greeting to play if the call isn't picked up. By default, this option is enabled. This means that if the call is not answered, it will be sent back to your voicemail and not the voicemail of the extension you are forwarding your calls to. In the above example, this means that if Ronnie doesn't answer a call forwarded from Seth's phone, the call will be sent to Seth's voicemail and not Ronnie's. Typically you will not want to change this, but you can disable this setting if you don't want the calls to go to your voicemail when unanswered.
  5. Click Save to enable call forwarding.

3. You will see a pop-up notification that your calls are now forwarded. You will also see a reminder message at the top of the Zoom Phone screen while call forwarding is enabled.

Call forwarding to extension enabled message

4. To turn off Call Forwarding, click Turn Off in the Call forward banner or in the Set Up Call Forwarding prompt.

If you have set a specific time limit for call forwarding (e.g., 30 minutes, 1 hour, 2 hours), you do not need to disable call forwarding unless you want to turn it off before that time limit.

Turn Off Call Forwarding

5. You will see a pop-up notification that call forwarding has been disabled.

Call Forwarding has been disabled message
Forward calls to voicemail

When you enable call forwarding to your voicemail, all calls will be sent directly to your voicemail greeting.

1. Click your avatar. Then, click Forward Calls.

Forward Calls in Zoom menu
  1. Click your avatar (profile picture or initials).
  2. Click Forward Calls.

2. To forward your calls to voicemail, select Voicemail/Videomail in the Set Up Call Forwarding prompt. Check that your preferred Greeting Message is set to play. Then, select a Time Limit from the drop-down menu. When you're finished, click Save.

Set Up Call Forwarding Voicemail/Videomail screen
  1. Select Voicemail/Videomail.
  2. The Greeting Message uses your default settings for voicemail. Your default voicemail settings can be changed on the Zoom web portal.
  3. Use the Time Limit drop-down menu to set how long you want your calls forwarded to voicemail.
  4. Click Save.

3. You will see a pop-up notification that your calls are now forwarded. You will also see a reminder message at the top of the Zoom Phone screen while call forwarding is enabled.

Call forward to voicemail enabled

4. To turn off Call Forwarding, click Turn Off in the Call forward banner or in the Set Up Call Forwarding prompt.

If you have set a specific time limit for call forwarding (e.g., 30 minutes, 1 hour, 2 hours), you do not need to disable call forwarding unless you want to turn it off before that time limit.

Turn Off Call Forwarding

5. You will see a pop-up notification that call forwarding has been disabled.

Call Forwarding has been disabled message

Additional Features

Put a call on hold from your phone and pick it up on another campus phone (Call Park)

Parking a call allows you to place a call on hold from your phone and then pick up the call on another campus phone. This is helpful if you need to go to another campus location to continue the call.

1. In the in-call controls, select More. Then, click Park.

Call Park in in-call controls
  1. Click the More ellipses icon.
  2. Click Park.

2. A prompt will appear at the top of the screen with your park number.

You may want to be prepared to write down the park number so you don't forget it.

Park number

3. Go to another campus phone and dial the park number to connect to the original call.

Put a call on hold from one device and answer it on another device (Call Flip)

Flipping a call allows you to switch between the desktop client and mobile app or vice versa.

Elevate to meeting

This feature allows you to convert a call to a Zoom meeting.

To elevate to a meeting, you need to be on the desktop client or mobile app. If you are on your desk phone, call flip to your desktop or mobile app and initiate from there.

1. In the in-call controls, select Meet.

Meet button in in-call controls

2. A Zoom meeting will open. If you have the Waiting Room enabled, the other caller will be sent to the Waiting Room. Click Admit to let them into the meeting.

Zoom meeting with Admit from Waiting Room prompt

3. The call has been elevated to a meeting.

Zoom meeting with two participants
Do not disturb

The Do Not Disturb setting will be applied to both your Zoom Phone and Zoom web conferencing.

1. Click your avatar. Then, click Do not disturb. Select the amount of time for which you do not want to be disturbed.

Do not disturb in Zoom menu
  1. Click on your avatar (profile picture or initials).
  2. Click Do not disturb.
  3. Select the amount of time for which you do not want to receive calls.

1.1. If you select Custom, you will be taken to the Settings window to set your phone to Do not disturb and add your custom timeframe.

Custom Do Not Disturb
  1. Place a check in the box next to Do not disturb from.
  2. Use the drop-down menus to select times or type them in manually.

2. Your phone has been set to Do not disturb mode. Other users will be able to see your availability  on your avatar and profile card.

Do not disturb set
Call conferencing (3-way calls)

1. In the in-call controls, select Add Call. This will place the current caller on hold.

Zoom Phone in-call controls

2. Dial the number/extension of the user that you want to include in the conference call.  Then, click the Call button.

If you are trying to call a campus employee, you can also search for them by typing in their name.

Add Call in number pad
  1. Dial the number you want to include using the number pad in Zoom or your keyboard.
  2. Click the Call button.

3. After the second person answers the phone, announce that you will be adding them to a conference call with the original caller. Then, click the double-tailed arrow icon next to their name/number.

Double-tailed arrow to merge call

4. In the Merge Call prompt, click on the double-tailed arrow to merge the calls.

Merge Call prompt

5. All three users are now on a conference call.

In-call controls of conference call
View call history

1. Click on the History tab on the left side of the screen. Use the drop-down menu to select if you want to view All, Missed, or Recording call history.

Only call center agents have the ability to record calls and retrieve recording history.

Zoom Phone desktop interface
  1. Click on the History tab.
  2. Use the drop-down menu to select if you want to view your entire call history (All), or just Missed calls.

2. View your Call History in the History pane on the left side of the window.

Zoom Phone Call History

Need More Help?

View the Troubleshooting & Resources guide.

View Zoom's support guide for Zoom Phone.

Contact the IT Help Desk at [email protected] or 657-278-7777 for additional assistance.