Using CallKit always for incoming call notifications

Account owners and admins can enable CallKit to be used consistently for incoming call notifications on iOS and iPadOS devices, regardless of whether the Zoom Workplace app is running in the foreground or background. The setting can be configured at the account, site, group, user, and common area levels. This setting only applies to iOS/iPadOS devices with CallKit enabled. If a user modifies this setting on their Zoom app, the value will be updated on this policy. Locking this policy will prevent users from making changes to the setting.

When enabled, the maximum number of concurrent calls supported decreases from four to two. If the policy is not locked, users can modify the setting on their devices, which automatically updates the web portal policy value. This enhancement enables uninterrupted call handling on iOS and iPadOS devices.

Requirements for using CallKit always for incoming call notifications

Admin

User

Table of Contents

How to enable or disable CallKit always for incoming call notifications

Account

To enable or disable Use CallKit always for all users in the account:

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click Settings .
  4. Click Zoom Phone.
  5. Under Desk Phones & Clients, click the Use CallKit always for incoming call notifications on iOS/iPadOS devices toggle to enable or disable it.
  6. If a verification dialog appears, click Enable or Disable to verify the change.
  7. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Group

To enable or disable Use CallKit always for a group of users:

  1. Sign in to the Zoom web portal as an admin with the privilege to edit groups.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click Users then Groups.
  4. Click the applicable group name from the list.
  5. In the General configuration section, click Edit product settings.
  6. Click the Zoom Phone tab.
  7. Under Desk Phones & Clients, click the Use CallKit always for incoming call notifications on iOS/iPadOS devices toggle to enable or disable it.
  8. If a verification dialog appears, click Enable or Disable to verify the change.
    Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
  9. (Optional) To prevent all users in the group from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Site

To enable or disable Use CallKit always for a site:

  1. Sign in to the Zoom web portal as an admin with the privilege to edit sites.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click Product configuration then Phone system followed by Company Info.
  4. Click the applicable site name from the list.
  5. Click the Policy tab.
  6. Under Desk Phones & Clients, click the Use CallKit always for incoming call notifications on iOS/iPadOS devices toggle to enable or disable it.
  7. If a verification dialog appears, click Enable or Disable to verify the change.
    Note: If the option is grayed out, it has been locked at the account or group level and needs to be changed at that level.
  8. (Optional) To prevent all users in the site from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Phone user

To enable or disable Use CallKit always for a phone user:

  1. Sign in to the Zoom web portal as an admin with the privilege to edit phone users.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click Product configuration then Phone system followed by Users & Rooms.
  4. Click the Users tab.
  5. Click the applicable phone user name from the list.
  6. Click the Policy tab.
  7. Under Desk Phones & Clients, click the Use CallKit always for incoming call notifications on iOS/iPadOS devices toggle to enable or disable it.
  8. If a verification dialog appears, click Enable or Disable to verify the change.
    Note: If the option is grayed out, it has been locked at the account, group, or site level and needs to be changed at that level.

Common area

To enable or disable Use CallKit always for a common area:

  1. Sign in to the Zoom web portal as an admin with the privilege to edit common areas.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click Product configuration then Phone system followed by Users & Rooms.
  4. Click the Common Areas tab.
  5. Click the applicable common area name from the list.
  6. Click the Policy tab.
  7. Under Desk Phones & Clients, click the Use CallKit always for incoming call notifications on iOS/iPadOS devices toggle to enable or disable it.
  8. If a verification dialog appears, click Enable or Disable to verify the change.
    Note: If the option is grayed out, it has been locked at the account, group, or site level and needs to be changed at that level.

How to use CallKit always for incoming call notifications

User

iOS
  1. Sign in to the Zoom Workplace mobile app.
  2. In the top-left corner, tap your profile picture or initials.
  3. Tap Settings.
  4. Tap Phone .
  5. Tap the Use CallKit always toggle to enable or disable it.
  6. If a verification dialog appears, click Enable or Disable to verify the change.
    Note: Once enabled, the maximum supported call lines will change from four to two. This feature will take effect when the user is on the Zoom Phone call page and receives a native incoming call.