Configuring Zoom Phone with the Zoom for Salesforce app

Account admins can configure Zoom Phone for use with the Zoom for Salesforce app.

Salesforce VersionNavigate to
ClassicSetup > Administration Setup > Manage Users > Permission Sets > Zoom Admin/Zoom User > Manage Assignments > Add Assignments.
LightningSetup > Administration > Users > Permission Sets > Zoom Admin/Zoom User > Manage Assignments > Add Assignments.

Note: Setting up Call Center for Zoom Phone mentioned in this article, does not require a Zoom Contact Center license. Refer to this article on how to integrate Zoom Contact Center with the Zoom for Salesforce Lightning app 

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Accounts using the Zoom for Salesforce app can begin migrating to the new Zoom for Salesforce Lightning app, which will be supported long-term and supports additional Zoom products, including Zoom Meetings, Zoom Webinars, Zoom Phone, Zoom Contact Center, and Zoom Events. 

Learn more about how to migrate Zoom Meetings records, Zoom Webinars records, and Zoom Phone records in order to maintain historical records for interactions with contacts and leads. 

This article covers:

Prerequisites for configuring Zoom Phone with the Zoom for Salesforce app

How to add users to the Call Center set

  1. Open Setup.
  2. In the search field, enter Call Centers.
  3. Select the Call Centers tab and click Continue.
  4. Select Zoom Phone Call Center and Edit.
  5. On the Zoom Phone Call Center page, click Manage Call Center Users > Add More Users.
  6. Find and select your users, and click Add to Call Center.

How to adjust the Zoom Phone width and height

For the best user experience, set the height and width of the Zoom Phone widget.

  1. Open Setup.
  2. In the search field, enter Call Centers.
  3. Select the Call Centers tab and click Continue.
  4. Select Zoom Phone Call Center and Edit.
  5. On the Zoom Phone Call Center page, under the General Information section, set:
    • Softphone Height = 600
    • Softphone Width = 320
  6. Save the changes.

How to configure the Softphone layout

The screen pop up is not supported in the Salesforce Classic version but is supported in the Salesforce Lightning version.

  1. Open Setup.
  2. In the quick find, enter Softphone Layouts.
  3. Select the Softphone Layouts tab.
  4. Create a new Softphone Layout.
  5. Configure the following:
    • Name: ZoomPhoneLayout
    • Default layout: enable
    • Select Call Type: Inbound/Outbound:
      You can configure both Inbound and Outbound options for the softphone.
      • Display these call-related fields: Caller ID, Dialed Number
      • Display these objects: Account, Contact, Lead
  6. Click Save
  7. Click Softphone Layout Assignment to verify your user profiles are assigned the correct phone layout.

Additional configuration for Salesforce Lightning

To display the Zoom Phone app for Salesforce Lightning:

  1. Open Setup.
  2. In quick find, enter App Manager.
  3. Select the App Manager tab.
  4. Find Sales and click the dropdown.
  5. Click Edit then click Add Utility Item then Open CTI Softphone.
  6. Enter the item properties.
  7. Click Save.

How to enable Click to Dial

To enable Click to Dial, configure the CTI Adapter URL.

Note: You must sign out of the phone widget from the Salesforce app before capturing the URL for “ZoomVoiceLogin” from the “Visualforce” page.

  1. Copy the Zoom Voice Login URL:
    • To display the URL, open Setup then Visualforce Pages.
    • Click the preview icon next to the ZoomVoiceLogin page.
  2. Copy the URL from the address bar. Follow one of these examples:
    • For Salesforce non-enhanced domain:
    • For Salesforce enhanced domain:
  3. Paste the Zoom Voice Login URL in the CTI Adapter URL field:
    • Open Setup then Call Centers.
    • Click Continue.
    • Next to Zoom Phone Call Center, click Edit.
    • Paste the URL in the CTI Adapter URL field.
      Verify that you scroll all the way to the left in the box and add the entire URL, including http://.
  4. Click Save.

Troubleshoot Click to Dial

If Click to Dial is not working or stopped working, follow these steps.

How to customize the task layout screen

Create ZoomCallLogDetails VF page

If you do not have the ZoomCallLogDetails VF page, follow the below steps to create one:

  1. In the Page Layout screen, drag and drop the Section option onto the page.
  2. On the Section Properties page, under Layout, select the 1-Column option and give the section a name.
  3. Select Visualforce Pages and choose ZoomCallLogDetails.
  4. Drag and drop ZoomCallsLogDetails into your new section.
  5. Customize the Task Layout screen to adjust the height of your section as necessary.
  6. Open the Task page and refresh.

Customize the layout

We’ve included voicemail/recording in the ZoomCallLogDetails VisualForce page. You may need to adjust the section height to avoid the visual icons running off the page.

  1. Open Setup then Object Manager.
  2. In the quick find field, search for task.
  3. Click Task to display the details screen.
  4. Click Page Layouts then click Task Layout.
  5. Click the wrench icon to display the page properties.
  6. Adjust the page height.
    Note: We recommend adjusting the height to 500 pixels.
  7. Click OK and Save when finished.

How to configure automatic calling

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Account Management then Account Settings.
  3. Click the Zoom Phone tab.
  4. Click the Automatically Call from 3rd Party Apps toggle to enable or disable it.

How to configure Zoom Phone settings

  1. Log in to Salesforce as an administrator.
  2. From the App Launcher, open Zoom Config then Zoom Phone Settings.
    Note: After each change to the phone settings, users must refresh all the Salesforce pages that contain the phone utility bar to reflect the changes.
  3. Under the Zoom Phone Settings section, configure the following settings:
    • Phone Customize Call Log Fields: Click View All and add or remove fields from the call log panel.
    • Phone-Auto Save Call Logs: Automatically save call logs to Salesforce. Disabling this setting enables users to choose to save or delete call logs.
    • Phone-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 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 internal calls in Salesforce. 
    • Authenticate via Salesforce Username: Choose whether users can use their Salesforce username or email to match their Zoom account email to log into the Zoom Phone widget. This feature is disabled by default. When enabled, this feature is applied to the entire account and the user’s Salesforce username must match their Zoom account email to avoid any error. If disabled and a user’s Salesforce email doesn’t match Zoom email, the user will get an error.
    • Enable Zoom Phone for Salesforce: Get real-time Zoom Phone notifications in Salesforce.
      Note: As a prerequisite, you must have entered the Zoom API Key and API Secret in the Zoom Credentials Settings. For more information, see Configure Zoom Credential Settings.

How to configure the Zoom Phone call log panel

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

  1. Open the Zoom Config tab.
  2. Click View All.
    The Disposition field is configured by default.
  3. 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.
  4. Delete and reorder the customized fields.
    Note: You may need to refresh the page to apply the changes.
  5. Add the section zoomcalllog details to the visual force page on your task page layout.