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:
This article covers:
Note: To display items marked with an asterisk * in the following tables, your Zoom Phone admin must enable a policy setting.
The Zoom Zoom Web App doesn’t support the following phone features:
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 |
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Internal Zoom Phone user in the same account or External Zoom Phone that been added to contacts |
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| External Zoom Phone user |
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.
| Scenario | What's displayed in the inbound call notification | Call notification buttons |
| Caller dials your direct phone number |
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| 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) |
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| Scenario | What's displayed in the inbound call notification | Call notification buttons |
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Caller is routed by a call queue you're a member of (see note A) |
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Caller is routed by a call queue you're a member of while you're busy on a call (see note B) |
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Note (A)
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.
| 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 |
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| Internal Zoom Phone user blind transfers a call to you |
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| Caller warm transfer a call to you (meaning they call you before completing the transfer) |
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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.
If you're currently on a call and there's an inbound call, the call notification displays these options:
Note: You will not receive call notifications from call queues if you're currently on a call or disabled calls from call queues.
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.
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.
If you're in a meeting and you receive an inbound call, the call notification displays these options:
(in certain scenarios)