If you use the Zoom desktop client, mobile app, or Zoom Web App to receive calls, Zoom displays caller information to help you identify how the caller was routed to your number (for example, direct number, company number, or call queue).

The following sections explain common scenarios and what's displayed in the Zoom Phone inbound call notification.

Notes:

• You will not receive call notifications if you manually set your presence status to Do not disturb.
• On the desktop client, you can accept or decline calls using keyboard shortcuts.
• To change the ringtone for inbound calls, change the Ringtones option in your client/app settings.

This article covers:

• Limitations for Zoom Web App
• Common to all scenarios: caller's name and number
• Direct phone number or main company number
• Call queue
• Transferred calls
• Synced contact
• Busy on a call
• Call delegation or shared line group
• Group call pickup
• In a meeting

Prerequisites for inbound call notifications (client, app, and Zoom Web App)

• Zoom desktop client, mobile app, or Zoom Web App

Note: To display items marked with an asterisk * in the following tables, your Zoom Phone admin must enable a policy setting.

Limitations for Zoom Web App

The Zoom Zoom Web App doesn’t support the following phone features:

• Call delegation
• Group call pick up
• Sync contact
• Elevate call to Zoom meeting

Common to all scenarios: caller's name and number

All inbound call notifications display the caller's name and number. The name and number will vary based on if the caller is internal or external:

Scenario	What's displayed in the inbound call notification
External caller	Caller's caller ID name and number Caller verified icon (in certain scenarios)
Internal Zoom Phone user in the same account or External Zoom Phone that been added to contacts	Caller's Zoom profile name/picture and extension number Caller verified icon
External Zoom Phone user	Caller's profile picture and caller ID name and number Caller verified icon

Note: If the phone number is in a synced contact, the synced contact's name will override the caller's caller ID name or Zoom profile name.

Direct phone number or main company number

Scenario	What's displayed in the inbound call notification	Call notification buttons
Caller dials your direct phone number	Caller's name and number to You followed by your direct phone number the caller dialed	Accept Decline
Caller is routed by an internal auto receptionist or IVR (this includes the scenario when a caller dials the main company number and dials your extension number)	Caller's name and number forward from followed by the display name of the auto receptionist and its extension number* to You followed by your extension number	Accept Decline

 

Call queue

Scenario	What's displayed in the inbound call notification	Call notification buttons
Caller is routed by a call queue you're a member of (see note A)	Caller's name and number forward from followed by the display name of the call queue and its extension number* to You followed by your extension number	Accept Decline Skip: Dismiss the notification. The queue will attempt to reach other members.
Caller is routed by a call queue you're a member of while you're busy on a call (see note B)	Caller's name and number forward from followed by the display name of the call queue and its extension number* to You followed by your extension number	End & Accept: Hang up the  current call and answer the inbound call. Skip: Dismiss the notification. The queue will attempt to reach other members. Hold & Accept: Place the current call on hold and answer the inbound call.

 

Note (A)

• You may not receive call notifications from call queues if you disabled calls from call queues using your phone settings in the web portal or client/app. You can disable calls from all call queues or specific call queues.
• If you're a member of a call queue that's an internal safety response team, the call notification will indicate it's an emergency call.
• Your admin can change settings that determine when you receive notifications for call queue calls. Contact your admin for more details.

Note (B): If you're currently busy on a call, you may or may not see inbound call notifications from your call queues. This behavior is determined by your admin. Contact your admin for more details. 

Transferred calls

Scenario	What's displayed in the inbound call notification	Call notification buttons
External caller (or external Zoom Phone user) blind transfers a call to you	The caller ID name and number of user doing the transfer Note: The caller ID of the user being transferred is not displayed. to You followed by your extension number	Accept Decline
Internal Zoom Phone user blind transfers a call to you	The caller ID name and number of user being transferred forward from followed by the display name of the phone user doing the transfer and their extension number* to You followed by your extension number	Accept Decline
Caller warm transfer a call to you (meaning they call you before completing the transfer)	Caller's name and number to You followed by your extension number (if the caller is internal) or direct phone number (if the caller is external)	Accept Decline

 

Synced contact

If you synced your contacts, the caller's name and number appear as you specified in your third-party contacts directory. This will override the caller's caller ID name and number. If you added an internal Zoom Phone user to your third-party contacts service, the name you specified in your third-party service will override the user's display name.

Note: Synced contacts are currently not supported on Linux, Zoom Web App, Android, and iOS. If you're using the Zoom mobile app and enabled phone contacts matching, the name in your phone's default contacts app will display instead of the caller's caller ID name.

Busy on a call

If you're currently on a call and there's an inbound call, the call notification displays these options:

• Hold & Accept: Place the current call on hold and answer the inbound call.
• Send to Voicemail: Stay on the current call and send the inbound call to your voicemail.
• End & Accept: Hang up the current call and answer the inbound call.

Note: You will not receive call notifications from call queues if you're currently on a call or disabled calls from call queues.

Call delegation or shared line group

If you're a delegator, delegate, or shared line group member, see our articles about call delegation or shared line groups to learn more about inbound call notifications.

Group call pickup

If you're a member of a group call pickup and another member is unable to answer a call, you receive an inbound call with a subtle notification sound to answer or dismiss the call. By default, you receive an inbound call notification with no sound. Admins can enable a subtle notification sound.

In a meeting

If you're in a meeting and you receive an inbound call, the call notification displays these options:

• Hold Meeting Audio & Accept: Leave meeting audio and answer the inbound call. After answering the call, you can switch between or merge the phone call and meeting.
• Send to Voicemail: Stay on the current call and send the inbound call to your voicemail.
• End Meeting & Accept: Leave or end the meeting and answer the inbound call.