Using Zoom Phone for the Microsoft Teams integration

This integration enables Microsoft Teams users to initiate and take advantage of Zoom Phone features within Teams. After you have added the Microsoft Teams integration from the Zoom Marketplace, you can configure Microsoft Teams on the Zoom App Marketplace. 

Notes:

• Zoom for Microsoft Teams is not supported for Microsoft Teams in Microsoft 365 Government GCC High and DoD.
• SSO login is not supported for Zoom Phone on the Microsoft Teams integration.

Learn more about configuring Zoom Phone authorizations and Microsoft Teams on the Zoom App Marketplace.

Requirements for using Zoom Phone for the Microsoft Teams integration

• Pro, Business, or Enterprise account
• Setting call control from 3rd party apps
• Zoom Phone license
• Zoom Phone configured
• Zoom app version 5.9.0 or higher
• Signed in to the Zoom app as the Zoom Phone for Microsoft Teams app uses the Zoom app to route calls.
• Admins must have configured phone numbers in either the Azure Active Directory or Zoom Phone system
• (Optional) To ensure a seamless Microsoft Teams experience with Zoom Phone, enable Zoom Assistant on your system for efficient call management and contact access.

How to use the Zoom Phone tab

You can initiate a phone call with Teams contacts directly in MS Teams without needing to manually enter phone numbers in the Zoom app.

Sign in to the Zoom Phone tab

1. Access the Zoom Phone tab.
2. Sign in and grant access to Zoom and Microsoft Teams accounts.
3. Select the Consent on behalf of your organization checkbox.
   Note: If this is not selected, the configuration cannot be completed from the Microsoft Teams admin center.

Call a phone number

1. At the top of the page, click the Phone tab.
   The Zoom Phone dial pad will display.
2. On the dial pad, enter a contact’s name to search for a contact or enter a phone number directly.
3. Click the call button to initiate a call.
4. While on the call, from the call control menu, do the following:
   • Click the Mute icon , to mute the call.
   • Click the Hold icon , to put the call on hold.
   • Click the Record icon , to record the call.
   • Click the Minimize icon , to minimize the call.
   • Click the End icon , to end the call.
   • Click the Transfer icon . To transfer the call to a new user, do the following actions:
     • Search contact
     • Select contact phone number
     • Select transfer type:
       • Warm Transfer: Speak with the user receiving the call before completing the transfer to ensure a smooth handoff.
       • Direct Transfer: Transfer the call directly to the intended user without any prior communication.
       • Transfer to Voicemail: Transfer the call directly to the intended user’s voicemail without ringing their phone.
       • Complete or Cancel Transfer
         • Warm Transfer: During warm transfer, once the intended user accepts the transferred call, click Complete Transfer.

Access your contacts

Note: To access Microsoft Teams contacts and presence, your admin must approve Teams contact scope and presence scope.

1. In the Phone tab, in the top-right corner, click the Contact icon .
2. Click the Contacts tab.
   This tab contains both Teams contacts and Zoom contacts.
3. Under Teams Contact, in the left sidebar, click the Contact tab.
   The contacts in the contact folder will be listed.
4. Hover your cursor over a contact:
   
   • Click the phone icon to make a call.
   • Click the message icon to send an SMS message to the contacts.
   • Click the add button to add the contact to the speed dial.
   • Click the delete button to remove the contact from the speed dial.
   • Click the blind transfer icon to directly transfer the call to the contact.
   • Click the warm transfer icon to warm transfer the call to the contact.
   • Click the transfer to voicemail icon to transfer the call to the contact’s voicemail.
5. In the search bar in the top-right corner, enter a contact’s name or phone number to search for a contact.
   Note: The type of contacts supported are the following:
   • Microsoft Teams: Organization users, Outlook contacts
   • Zoom: Company contacts, external contacts

How to use speed dial

1. In the Phone tab, in the top-right corner, click the Contact icon .
2. Click the Speed Dial tab.
   The Speed Dial page will display your favorite contacts.
3. Click Add Speed Dial, select the name or phone number of your Zoom or Teams contact, then click Add to save it into your Speed Dial contact list.
4. From an added speed dial contact:
   • Click Call to make a call.
   • Click SMS to send an SMS message.
   • Click Remove to remove the contact from your speed dial contact list.
   • Click the blind transfer icon to directly transfer the call to the contact.
   • Click the warm transfer icon to warm transfer the call to the contact.
   • Click the transfer to voicemail icon to transfer the call to the contact’s voicemail.

How to access your voicemails

1. From the Phone tab, click the Voicemail tab.
2. Hover over a voicemail and click the play voicemail icon to play your voicemail.
3. (Optional) Click the phone icon to return the call of the caller.
4. (Optional) Click the more icon , then select Copy Number to copy the phone number or Delete to delete the voicemail.

How to use SMS

When sending SMS, if you have multiple direct numbers, you must select one direct number for sending your SMS. You have the capability to send SMS to up to 10 recipients simultaneously and can also send a message to an existing SMS thread.

1. From the Phone tab, click the SMS tab.
2. Click the new SMS icon .
3. In the To: box, enter the phone number or name of the contact or lead.
4. In the Text... box, enter your message.
5. Click the send icon , to send your message or do one of the following:
   Your message will be sent.
   • (Optional) Click Retry, to send the message again if it fails to be sent.
   • (Optional) Click Delete, to delete the message.
6. (Optional) Click the file icon to share a file in your message.
7. (Optional) Select Send Individual SMS, to send individual SMS to selected recipients.

How to access your call history

1. From the Phone tab, click the History tab.
2. To the right of All History, click the drop-down arrow , then select the following:
   The call will be filtered ad will display your selection.
   • All: To view the entire call history.
   • Missed: To view missed calls only.
   • Recording: To view recorded calls only.
   • Line: To view each line's calls.
3. Hover over a call history entry for the following options:
   • Click the phone icon to call the selected number.
   • Click the play icon to play the associated recording if the call was recorded. Click the pause icon to pause it.
   • Click the more icon , then select Copy Number to copy the phone number or Delete to delete the call entry.

How to access Lines

1. From the Phone tab, click the Lines tab.
   (Optional) Shared Line Group and Shared Line Appearance will be displayed under SHARED.
   
   1. Shared Line Group (SLG): If someone makes a call to SLG, the user in SLG can see the caller and call time in Lines.
   2. Shared Line Appearance (SLA): If someone makes a call to the boss in SLA, the delegate can see the caller and call time in Lines.
      1. Hover your cursor over the SLA user, and you will see the phone icon and can make a call to the SLA user.

How to access user settings

Allow calls initialed from Teams to route through your Zoom app

1. In the top-right corner, click the settings icon , then click Settings.
2. Click the Phone tab.
3. Enable the Allow calls initiated from Teams to route through any of your selected Zoom client, to allow your calls to go through the selected Zoom client.

Manage Audio setting

1. In the top-right corner, click the settings icon , then click Settings.
2. Click the Audio tab.
3. Click the Manage audio settings from Zoom client link.
   Your Zoom client will launch and open the Audio tab of the settings dialog.

Enable Zoom Assistant

Note: Make sure your admin has enabled Zoom Assistant for your account.

1. In the top-right corner, click the settings icon , then click Settings.
2. Click the Zoom Assistant tab.
3. Click the Enable Zoom Assistant for Zoom Phone from Zoom Client link.
   Your Zoom client will launch and open the Zoom Assistant section of the settings dialog.

Change outbound caller ID

1. In the top-right corner, click the settings icon , then click Settings.
2. Click the Phone tab.
3. In the Outbound Caller ID section, click the drop-down arrow to select a caller ID.

Manage voicemail settings

1. In the top-right corner, click the settings icon , then click Settings.
2. Click the Phone tab.
3. Click the Manage voicemail settings link.
   It will access the Zoom web portal voicemail creation screen.

Manage business hours and closed hours

1. In the top-right corner, click the settings icon , then click Settings.
2. Click the Phone tab.
3. Click the Manage business hours and closed hours link.
   It will navigate to the Zoom web portal Business Hours section.

Enable or disable receiving shared calls

1. In the top-right corner, click the settings icon , then click Receive Shared Calls to open the setting modal.
2. Click the toggle to enable or disable receiving calls from call queues.

Set up call forwarding

1. In the top-right corner, click the settings icon , then click Forward Calls to open the setting modal.
2. Click Name or Number and select a forwarding contact or type a direct number, then choose a forwarding duration.
3. Click Save to forward calls to the specified contact or phone number.
4. Click Voicemail / Videomail to set a greeting message as a call forwarding.

How to sign out of the Zoom Phone integration

1. From the Phone tab, click the profile icon.
2. Click Sign Out.
3. In the dialog box, click Yes.