Configuring Zoom Phone with Salesforce for Lightning

After installing the Salesforce integration, as an admin, you will need to configure the integration with one or more of the supported Zoom products, including Meetings, Webinars, Phone, and Contact Center. This article guides admins through configuring Salesforce with Zoom Phone.

This article covers:

• How to assign the Zoom Phone permission set
• How to add users to the Call Centers set
  • Configure Click-to-call for the Salesforce mobile app
  • Configure Click-to-SMS for the Salesforce mobile app
  • Adjust the Zoom Phone width and height
  • Configure the Softphone layout
  • Add the Open CTI Softphone utility to Salesforce
• How to configure Zoom Phone settings
• How to customize the task detail page layout
• How to configure the Zoom Phone call log panel

Prerequisites for configuring Zoom for Lightning with with Zoom Phone (Salesforce)

• Pro, Business, or Enterprise account
• Account owner or admin privileges for the Zoom web portal and Salesforce Console
• Zoom for Lightning app added
• Automatic Calling from Third-Party Application enabled by admin

How to assign the Zoom Phone permissions Set

After finishing the installation process, you’ll need to authorize users in your Salesforce account by assigning them either admin or user permissions.

1. Sign in to your Salesforce account with admin permissions.
2. In the top-right corner, click the gear icon .
3. In the drop-down menu, click Setup.
4. In the Quick find search bar, search for and select Permission Sets.
   A list of available permissions sets will be displayed below.
5. Depending on if you are configuring admins or ordinary users, choose the following permissions sets from the list:
   • Admin users: Click Zoom Admin.
   • Ordinary users: Click Zoom Phone User.
6. Click Manage Assignments.
7. In the top right corner, click Add Assignments.
8. Select the user(s) to add these permission sets, then click Next.
9. Select an expiration option for assigned users as one of the following:
   • No expiration date.
   • Specify the expiration date.
10. Click Assign to save the changes.

How to add users to the Call Centers set

You need to add users to the call center. This step is necessary otherwise the screen pop-up section on the softphone layout page will not show up.

1. Sign in to your Salesforce account with admin permissions.
2. In the top-right corner, click the gear icon .
3. In the drop-down menu, click Setup.
4. In the Quick find search bar, search for and select Call Centers, and click Continue.
5. Click Zoom Phone.
6. On the Zoom Phone page, click Manage Call Center Users, then click Add More Users.
7. Click Find, select your users, then click Add to Call Center.

Configure Click-to-call for the Salesforce mobile app

The click-to-call allow users to make phone calls from their Salesforce mobile app and the call is placed directly from the Zoom mobile client.

1. Access Setup then Object Manager and choose the object you want to use for click-to-dial.
   Note: For example, you could use the Lead object.
2. Click the Page Layouts and choose the appropriate mobile page layout.
3. Drag the Zoom Phone action to the lightning action section, then click Save.

Configure Click-to-SMS for the Salesforce mobile app

The click-to-SMS allows users to click to SMS from their Salesforce mobile app, and the number is copied directly to the Zoom mobile app into a new message screen.

1. Access Setup then Object Manager and choose the object you want to use for click-to-dial.
   Note: For example, you could use the Lead object.
2. Click the Page Layouts and choose the appropriate mobile page layout.
3. Drag the Zoom Phone action to the lightning action section, then click Save.
4. Access the object detail page, then click the Zoom Phone button.
5. Click the SMS button to open the Zoom app.
   You will be redirected to the SMS session page.

Adjust the Zoom Phone width and height

If you wish your users to have the best user experience, we recommend setting the height and width of the Zoom Phone widget.

1. While in the Call Centers, click Zoom Phone.
2. Click Edit.
3. On the Zoom Phone page, under the General Info section, enter the following:
   • Softphone Height: 640
   • Softphone Width: 400
4. Click Save.

Configure the Softphone layout

Note: Open CTI for Lightning Experience doesn't support the softphone layout field Screen pops open within when the value is New browser window or tab. In Lightning Experience the default value is Existing browser window.

1. Sign in to your Salesforce account with admin permissions.
2. In the top-right corner, click the gear icon .
3. In the drop-down menu, click Setup.
4. In the Quick find search bar, search for and select Softphone Layouts, and click Continue.
5. On the Softphone Layouts page, click New, then enter the following:
   • Name: ZoomPhoneLayout
   • Default layout: Select
   • Select Call Type: Select Inbound/Outbound
     Note: You can configure both Inbound and Outbound options for the softphone.
   • Display these call-related fields: Caller ID, Dialed Number
   • Display these Salesforce.com objects: Account, Contact, Lead
6. Click Save.
7. Click Softphone Layout Assignment, to verify your user profiles are assigned the correct phone layout.
   Note: The Zoom Phone Integration now supports Pop to Flow in Screen Pop Setting. If the flow set up uses the variable Phone, the integration passes phone number.

Add the Open CTI Softphone utility to Salesforce

1. Sign in to your Salesforce account with admin permissions.
2. In the top-right corner, click the gear icon .
3. In the drop-down menu, click Setup.
4. In the Quick find search bar, search for and select App Manager.
5. Edit an existing Lightning app or click New Lightning App.
6. In the Utility Items tab, click Add Utility Item and select Open CTI Softphone.
7. Save your changes.
8. In the User Profiles tab, make the app available to relevant user profiles.
9. Save your changes.
   The Zoom Phone widget will be available in the utility bar on the Lightning app.

How to configure Zoom Phone settings

You can change the Zoom Phone settings in Salesforce, however each time a setting is changed, users will need to refresh all of their Salesforce pages that contain the phone utility bar to reflect the changes.

1. On the top-left corner of the Salesforce page, click the app launcher, then search, and select Zoom Admin for Lightning.
2. Click the Zoom for Lightning tab.
   You will see the Zoom Phone settings cards.
3. (Optional) On the bottom-right corner of the Zoom Phone card, click Set-up Guide to review the setting guide, then click Back to go back to the cards.
4. On the bottom-left corner of the Zoom Phone card, click Settings.
5. On the left of the Zoom Settings page, click Zoom Phone Settings, then click Customize, to adjust the page layout of the call log of the Zoom Phone widget by adding/deleting fields, or moving them up or down, then click Save.
6. You can then select one of the following options:
   • Auto Save Call Logs: Automatically save call logs to Salesforce. Disabling this setting enables you to manually click the save button to save or delete call logs.
     • Log answered calls in queue against answered member: Only available when Auto Save Call Logs is selected to allow your call queue user to decide if they need to save one record for an answered call in their call queue.
     • Display save button during auto save: This setting allows admins to control the visibility of the Save button even when the Auto Save Call Logs feature is enabled. This provides agents with greater control over their notes and a backup measure.
   • Auto Save SMS: Automatically save text messages in Salesforce as tasks per number per day, and is linked to a contact/lead if a match is found. When disabled, SMS cannot be saved manually.
     • Enable logging additional data for SMS: Saves call logs with SMS data, such as caller phone number, callee phone number, and the direction for SMS.
   • Enable Editable Contact/Lead: Enable users to manually enter and search for contacts and leads. Disabling this setting provides users with a dropdown list of contacts that match the phone number.
   • Ignore Internal Calls: The integration does not display or log calls that are made to internal Zoom phone numbers in Salesforce.
   • Set a shortcut for direct call or SMS: Allows your users to quickly call or send an SMS to a contact by simply clicking on the phone number of the contact. Select one of the following:
     • Click to Call: Allows the user to click the contact’s phone number to generate a call.
     • Click to SMS: Allows the user to click the contact’s phone number to send an SMS.
     • Ask every-time: Allows the user to choose if they want to make a call or send an SMS.
   • Enable Sales Engagement: Supports Salesforce Sales Engagement (high-velocity sales) functionality.
     
     • Select a Sales Engagement Disposition Field then select Customize Call Log Fields to ensure the selected Sales Engagement Disposition Field is on the Notes page of the softphone.
       Note: You can access this Salesforce support article for more information.
   • Related To: You can enable the ability for your users to choose related objects for assigning the call to specific tasks or unlinked call log screen. To add selected standard and custom objects:
     Note: If you don't add any objects to the Selected Item, the Related To dropdown box displays all the related objects.
     1. Select the objects that users can assign to calls.
     2. Click Save.
   • Hide Note Deletion Button: You can enable this setting to disable the Delete button in the Note interface to prevent users from seeing it on the page.
   • Show picklist values according to record type (Enable/Disable): Selecting this checkbox enables showing picklist values matching your record type on the Zoom Phone widget Notes page. 
   • Under Common Settings, you can enable or disable Match your Zoom login email with your Salesforce username:
     You can match the Salesforce username with the email of the Zoom account, or use the email of the Salesforce user to match the Zoom account when it is disabled.
     Note: Zoom login/OAuth connection validates the login/connection by either matching the Salesforce username or email address from the current user’s profile with the email address used to log in to the Zoom account. The user can log in or add the OAuth connection only if there is a match, if not the request is declined.
     • If enabled, the current user's Salesforce username will be used to match the Zoom login ID.
     • If disabled, the current user's Salesforce email will be used to match the Zoom login ID.
   • Enable Advanced Click-to-Dial Record Linking (Enable/Disable): Select this box to enable advanced click-to-dial functionality. When enabled, clicking on a phone number will attempt to automatically populate the Relate To and Contact/Lead fields based on the provided record ID and the current object’s ID. This feature enhances the click-to-dial process by automating record relationships.
   • Show Save Button: This setting allows admins to control the visibility of the Save button even when the Auto Save Call Logs feature is enabled. This provides agents with greater control over their notes and a backup measure in case of auto-save issues.

How to customize the task detail page layout

1. Click the App Launcher menu, and enter Tasks in the search box that appears in the popup modal.
2. Click Tasks.
   You will be taken to a list of Tasks.
3. Click any of the tasks listed.
4. On the top right of the Salesforce page, click the setting icon , then click Edit Page.
5. In the Lightning App Builder, drag zoomCallLogDetail to the task detail page and click Save.
6. Click Activate.
7. Select one of the three activation processes, to assign the Task Record Page, then click Close.
   Note: Go to the task detail page to view the call log detail.

Configure the Zoom Phone call log panel

You can follow these steps as an option for call log panel.

1. Click the Zoom Admin for Lightning tab.
2. On the Zoom Phone tile, click Settings.
3. Click Customize.
4. Click Add New Field to add additional fields on the Task or Zoom Call Log object.
   Note: The supported fields are text, textarea, or picklist.
5. Delete or reorder the customized fields.
   Note: You may need to refresh the page to apply the changes.

How to add users to the Call Centers set

You need to add users to the call center. This step is necessary otherwise the screen pop-up section on the softphone layout page will not show up.

Note: If your users are already utilizing a different call center, ensure you have removed those users from their current call center before following the steps below.

1. Sign in to your Salesforce account with admin permissions.
2. In the top-right corner, click the gear icon .
3. In the drop-down menu, click Setup.
4. In the Quick find search bar, search for and select Call Centers, and click Continue.
5. Click Zoom Phone.
6. On the Zoom Phone page, click Manage Call Center Users, then click Add More Users.
7. Click Find, select your users, then click Add to Call Center.