User guide for Zoom Phone for Outreach integration

The Zoom Phone integration for Outreach enables you to use Zoom Phone within Outreach. The integration provides the following features:

• A simple click to automatically dial a phone number within Outreach
• Manually dial a phone number
• Automatically log calls to Outreach and capture meaningful data for your organization (agents can leave notes, and more)
• Access voicemails and recordings within the call logs
• Enjoy the high call quality and security that are provided by Zoom
• Agents can leverage additional features with the Zoom client

This article covers:

• How to set up Zoom Phone for Outreach
  • Install the Zoom Phone for Outreach Chrome extension
  • Log in to Outreach and Zoom
• How to use Zoom Phone for Outreach
  • Dial a number using the Zoom Phone widget
  • Use a User record to make a call
  • Hold or unhold a call
  • Mute or unmute a call
  • Record a call conversation
  • Take notes during a call (Optional)
• How to send and receive SMS messages using Outreach
  • Send a text message to a phone number or contact/lead using Outreach
  • Read a text message using Outreach
• How to view voicemails in the Outreach app 
• How to view call logs in Outreach
  • View call logs while signed into Outreach
  • View call logs while signed out of Outreach
• How to sign out of Zoom Phone for Outreach
• Frequently asked questions

Prerequisites for using Outreach with Zoom

• Pro, Business, or Enterprise account
• Zoom Phone license
• Zoom Phone configured
• Zoom client version 5.9.0 or higher
• Zoom Phone for Outreach installed and configured by your organization's admin
• Chrome browser with the Zoom Phone For Outreach extension application added
• Make sure you are signed into the Zoom client as the Zoom Phone widget for Outreach uses the client to route calls

How to set up Zoom Phone for outreach

Make sure to install the Zoom Phone for Outreach Chrome extension and to log in to Outreach and Zoom by following the steps below.

Install the Zoom Phone for Outreach Chrome Extension

As an agent using both Outreach and Zoom Phone, you need to install the Zoom Phone for Outreach chrome extension before getting started.

1. Go to the Chrome Extensions web store. 
2. In the search field, enter Zoom Phone For Outreach.
3. Click the Zoom Phone For Outreach extension.
4. Click the Add to Chrome button.
5. Click the Add extension button.

Log in to Outreach and Zoom

1. In the Outreach site, log in using your Outreach credentials.
2. On the Zoom Phone widget, click the Sign In button.
   The Authorization required dialog box will appear the first time you log in.
3. Click Authorize to grant permission to the Zoom app to make API calls on your behalf.
   Note: Once you select Authorize, any subsequent logins will go directly to the login page.
4. On the Zoom login page, enter your Zoom Phone credentials, then click Sign in.
   The Zoom Phone widget will be added to the Outreach web page.

How to use Zoom Phone for Outreach

Any changes to your Zoom account, such as assigning or removing a direct number, will require a refresh of your browser page to reflect that change. Make note of the following when using Zoom Phone in Outreach:

• After a call, you will see a pop-up for the consent to allow calls to pass through your Zoom client.
• You will see the dialog box Allow Zoom Phone for Outreach to manage call control actions on your behalf, asking you to make the following selection to manage your call control:
  Note: You can change your selections at any time.
  • Always: This option will apply to all subsequent calls and the dialog box will stop displaying.
  • Now: This option will apply to your current call and will need to be selected again for your subsequent calls.
  • Never: This option will not allow call control actions.

Dial a number using the Zoom Phone widget

1. Sign in to your Outreach and Zoom account.
2. Open the Zoom Phone widget.
3. From the dial pad, click the numbers you wish to dial.
4. Click the phone button to place the call.

Use a User Record to make a call

1. Sign in to your Outreach and Zoom account.
2. On the top right, click Prospect, then navigate to the prospect’s record.
3. Select the user, then click the phone icon to make the call.

Hold or unhold a call

While in a conversation, you can place the call on hold but you cannot record that call. You can place up to 4 calls on hold.

1. While on a call, click the Hold button.
   The call will be put on hold and the Hold button will change to Unhold.
2. Click the Unhold button to resume the call.
3. (Optional) If you have several calls on hold, on the top of the Zoom Phone widget, select the call you wish to resume.

Mute or unmute a call

1. While on a call, click the Mute button.
   Your call will be muted and the mute button will change to Unmute.
2. Click the Unmute button to resume the call.

Record a call conversation

1. While on a call, click the Record button.
   Your call will start recording and the Record button will change to Stop Recording.
2. Click Stop Recording to end the recording.

Take notes during a call (Optional)

When you make or receive a call, the Log Call dialog box appears as you make a call.

1. While on a call, and the Log Call dialog box appears, do the following,
   • Prospect: Enter your prospect or click the drop-down arrow to select it.
   • Call Purpose: Click the drop-down arrow to select the call purpose.
   • Call Disposition: Click the drop-down arrow to select the call disposition.
   • Call Type: Click the drop-down arrow to select the call type.
   • Call Notes: Enter your notes for the call.
   • Call Tags: Enter your call tags.
2. Click Log Call.

How to send and receive SMS messages using Outreach

• The SMS feature in the integration with Outreach allows you to send and receive text messages (SMS) if you are assigned this privilege by your admin. If you don't have this function, please contact your Zoom admin.
• Any changes to your Zoom account, such as assigning or removing a direct number, will require a refresh of your browser page to reflect that change.

Send a text message to a phone number or contact/lead using Outreach

1. Access the Zoom Phone widget in your Outreach app.
2. From the phone dial pad, select the SMS tab.
3. Click the pencil icon  to start writing your new text message.
4. In the To: box, type the phone number or the name of the contact/lead to send the text message.
5. In the Text... box, type your message.
6. Click the send icon  to send your message.
   Your message will be sent.
   Note: If sending the message fails, click Retry to send the message again, or click Delete to delete it.
7. Click the File icon  to send images.

Notes:

• If you have multiple direct numbers, you will have to choose one number to send your SMS from.
• You can send SMS to up to 10 recipients at a time.
• You can send a message to an existing SMS thread.

Read a text message using Outreach

1. Access the Zoom Phone widget in your Outreach app.
2. From the phone dial pad, select the SMS tab.
3. Click the text message you desire to read.

How to view voicemails in the Outreach app

1. In your softphone dialer widget, click the Voicemail tab.
   Note: Voicemail messages are displayed in reverse chronological order with the most recent messages at the top with the name or number of the caller that left the message.
2. (Optional) Click the refresh icon to view the latest voicemail messages.
3. Hover over a voicemail entry for these options:
   • Click the phone icon  to call the selected number.
   • Click the play icon  to play the associated voicemail.
     The voicemail will display as you play it and you can click the pause icon to pause it.
   • Click on the more icon  , then select Copy Number to copy the phone number or Delete to delete the voicemail.

How to view call history in the Outreach app

1. In your softphone dialer widget, click the History tab.
   Your call history will be displayed showing the name, or the number of the users you called with the date and time. The most recent call history will display at the top.
2. Click a call history entry to view the details.
3. To the right of All History, click the drop-down arrow , then select the following:
   The calls will be filtered and will display your selection.
   • All: To view the entire call history.
   • Missed: To view only missed calls.
   • Recording: To view recorded calls only.
4. Hover over a call history entry for the following options:
   • Click the phone icon  to call the selected number.
   • If the call was recorded, click the play icon  to play the associated recording.
     Note: While playing a recording, you can click the pause icon to pause it.
   • Click on the more icon  , then select Copy Number to copy the phone number or Delete to delete the call entry.

How to view call logs in Outreach

Outbound and inbound calls are automatically logged into Outreach whether the Outreach

window is open or closed. Call Logs are categorized by month and contain the following:

1. Sign in to Outreach.
2. From your Outreach navigation menu, click the phone icon.
3. (Optional) In the search box, enter the phone number or name of the user to search for a specific call.
4. Under My calls view the list of your calls as follows:
   • User: Name of the Outreach user and phone number of the prospect.
   • Prospect: Phone number of the prospect.
   • Time & Date: Date and time of the call.
   • State: State of the call. For example, completed, missed.
   • Duration: Duration of the call.
   • Purpose: Purpose of the call.
   • Disposition: Call activity selected by the user.
   • Notes: Notes taken during the call.
   • Details: More details about the call such as recording, voicemail, etc.

View call logs while signed into Outreach

1. Sign in to your Outreach account.
2. In the main navigation bar click Prospects.
3. Select the desired prospect.
4. From the top bar menu, select Activity.
5. (Optional) Click on a call log to view more detailed information.

View call logs while signed out of Outreach

You can answer and log calls for an incoming call even if Outreach is not running. When the call is completed, the call record creates an entry in the Outreach Calls list that you can edit to log the call when you open the Outreach app.

Note: You can also click on Calls in the left navigation bar. This will list all the calls made by the

user and will have links for recordings and voicemail if they exist for the call.

How to sign out of Zoom Phone for Outreach

1. Open the Zoom Phone widget.
2. On the top right corner, click your profile icon.
3. Click Sign Out.

Frequently asked questions

• I'm unable to make a call and see an error message stating Called failed, please check your Zoom client, why?
  You need to change your call duration to Always for Outreach. Follow these steps:

1. From your Zoom client, click your profile picture, then click Settings.
2. Click the Phone tab.
3. Next to Call Control, click Manage.
4. Next to Manage on Web, click the drop-down arrow . 
5. For Zoom Phone for Outreach, select Always for the duration.
6. Click Save.

• During an outbound call, the focus shifts out of Outreach.
  If you enable Zoom Assistant, it prevents the flip over to the Zoom client. Click here for more information on how to use Zoom Assistant.