Using Zoom Assistant

Zoom Assistant is a compact desktop panel that allows phone users to quickly find their contacts, access and manage speed dial, make and receive calls, and transfer calls. The panel can be docked to the left and right sides of a computer screen. With the addition of a Power Pack license, Zoom Assistant functionalities expand to include the Power Pack Desktop experience such as answering and transferring calls for call queues, shared line appearance, and shared line groups. If enabled by their admin, users can decide if they want to enable or disable it from their own web portal settings and control its functionality from their clients.

Note: Zoom Assistant is unavailable to Zoom Phone Basic users and requires a Zoom Pro license.

This article covers:

• How to use Zoom Assistant
  • Use actions from Zoom Assistant
  • Receive a call from Zoom Assistant
  • Make a call from Zoom Assistant
  • Manage the speed dial from Zoom Assistant
  • Use in-call controls in Zoom Assistant while on a call
  • Set a presence status in Zoom Assistant
• How to change widget settings from Zoom Assistant for Power Pack users

Prerequisites for using Zoom Assistant

• Zoom Phone Pro or any license that includes Zoom Phone Pro features
• Zoom Phone Power Pack add-on for accessing call queues, shared line appearance, and shared line groups functions
• Zoom desktop app for Windows or macOS, version 5.11.3 or higher
• Zoom Assistant enabled in the web portal and the Zoom app

Note: If Phone cannot be selected within Zoom Assistant, your admin didn’t provide this feature to your account, and is locked. Contact your admin for assistance.

How to use Zoom Assistant

Make sure to sign in to your Zoom app to use Zoom Assistant and the desktop panel will automatically open if the feature is enabled for your account.

Note: If the Hide Zoom Assistant when there is no active call selected setting is enabled, Zoom Assistant will provide the user with a dial pad that will contain mid-call call controls during an active call.

Use actions from Zoom Assistant

In Zoom Assistant, use the following actions:

• Click the dial pad icon to open a dial pad next to the Desktop Power User window.
• Click the clock icon to refocus on the History tab in the main Zoom window and view your call history and recordings.
• Click the voicemail icon to refocus on the Voicemail tab in the main Zoom window and view your voicemail.
• Click the Join meeting icon to join a Zoom meeting.
• Click the Add a calendar icon to connect a calendar integration.

Receive a call from Zoom Assistant

When receiving calls, you will see inbound call notifications simultaneously on both the desktop Zoom Assistant window and the Zoom desktop app in the Lines tab. You can accept or decline the call in either window.

• Click the answer or decline icon in either window.

Make a call from Zoom Assistant

• In the search bar of Zoom Assistant, enter the name of the user or phone number you want to call.
  • If the user already exists, on the right of their name, click the arrow icon, select their direct or extension number, and then click the phone icon.
  • If the user doesn’t exist, on the right of the number, click the phone icon.
• If you have speed dial set up, click on their profile icon or name initials, then click Call.

Manage the speed dial from Zoom Assistant

1. Under the search bar, click the plus icon .
2. In the search contacts, enter the name or phone number of the user.
3. On the right of the name, click the plus icon .
4. On the right of your speed dial icon, click the more options icon , then do one of the following:
5. Click the drag icon , to move the speed dial up and down the list.
6. Click the trash icon to delete it.

Use in-call controls in Zoom Assistant while on a call

During an active call, you will see the following in-call controls:

• Dial pad icon: Open a dial pad next to the Desktop Power User window.
  
• Add call icon: Add a call to your current call.
  
• Record icon: Start or stop recording the call.
  
• Call summary icon: Use call summary with AI Companion.
  
• Voicemail drop icon: Leave a voicemail message. The call ends once the message is left.
  
• Call park icon: Park the call for another phone user to pick it up.
  
• Info icon: Display information about the current call.
  
• Live transcript icon: Use call live transcription.
  
• Transfer call icon: Transfer the call to another contact. A search bar will display where you can search for a contact. Hover over a contact's name then click one of the options to blind transfer, warm transfer, or send to voicemail.
  
• Hold icon: Place the call on hold or resume the call.
  
• Hang up call icon: End the call.
  

Note: Microsoft users can easily identify when an AI-generated summary of their call is ready for review. The Zoom Assistant interface will display an icon to notify users that a summary is available. This feature must be enabled by Zoom.

Set a presence status in Zoom Assistant

On the top left of the desktop panel, click your profile icon and set your presence status as one of the following:

• Available
• Away
• Busy
• Out of Office
• Do Not Disturb

How to change widget settings from Zoom Assistant for Power Pack users

Click the ellipses icon on each widget to access these settings:

• Personal line widget at the top
  • View More Info: Change your phone settings in the web portal.
• Call queue widgets
  • Receive Call Queues: Enable or disable inbound call notifications from the call queue.
• Shared line appearance (call delegation) widgets:
  • Click the icons to meet, call, or chat with your delegate.
• Shared line group widgets:
  • Receive group calls: Enable or disable inbound call notifications from the shared line group.
• Group call pickup widgets:
  • View the users as part of the pickup group.