- How to make a call
- How to search the company directory
- How to receive a call
- How to place a call on hold
- How to transfer a call
- How to start a three-way call
- How view call history
- How to check voicemail
- How to set status to do not disturb (DND)
- How to use line keys
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How to make a call
Note:
- If you dial a number without the area code, Zoom Phone will use the default area code set in your Zoom Phone settings.
- While in a call, your in-call status will be synced with the Zoom desktop client and mobile app. Your Zoom contacts will be able to see that you’re in a call.
- If calling an international number, make sure that your line is available to do it. You can request it from ITS Desk
To make an outbound call using the handset:
- Pick up the phone’s headset.
- (Optional) If you have multiple lines, select a line for the call:
- VVX series with physical line keys: Press a line key.
- Dial a number using the phone’s physical or on-screen dial pad.
- Place the call:
- VVX series with physical line keys: Press Send.
To make a call using the speakerphone:
- Press the speakerphone button (usually located to the right of the physical dial pad).
- (Optional) If you have multiple lines, select a line for the call:
- VVX series with physical line keys: Press a line key.
- Dial a number using the physical or on-screen dial pad.
- Place the call:
- VVX series with physical line keys: Press Send.
How to search the company directory
- Make sure you have a desk phone that supports the company directory feature.
- You can also access the company directory when making a call.
- On the phone’s home screen, press Directory.
- Navigate to Corporate Directory.
- Enter a name or extension number, then press Submit to search your company’s directory of Zoom Phone users.
Note: Search results may take a few seconds to appear. - Select a phone user then press Dial to call them.
How to receive a call
During an incoming call, you will see a call notification with the caller ID name and number. The call notification on Polycom phones appear the same regardless of whether the call was routed through your direct phone number, main company number, or a call queue you’re a member of.
Note:
- The Zoom desktop client and mobile app display more detailed incoming call notifications so you can identify calls to a direct number, company number, or call queue.
- While in a call, your in-call status will be synced with the Zoom desktop client and mobile app. Your Zoom contacts will be able to see that you’re in a call.
How to place a call on hold
VVX series with physical line keys
- While in a call, press Hold or press the hold button .
- Press Resume or the hold button to resume the call.
How to transfer a call
VVX series with physical line keys
- While in a call, press Transfer or the transfer button .
- Choose a transfer method:
- Consultative transfer (also known as warm transfer): Place the call on hold while you complete the transfer. This option is useful if you need to navigate an automated answering machine for the caller or if you want to speak to the receiving party before your call is transferred.
- Blind transfer (default): Immediately transfer the call and hang up.
- Dial or select the number you want to transfer to. To transfer to an internal Zoom Phone user, dial their extension number.
- Complete the transfer:
- Blind transfer: Tap the phone icon .
- Consultative transfer: Press Transfer.
How to transfer a call to voicemail
VVX series with physical line keys
- While in a call, press More
- Then, press more again
- Press T2VM (it will be on your left-side)
- You can dial the final 4-digit if you are transferring inside GC
- You can dial the 10-digit if it is a line outside GC
- Hit enter to transfer to voicemail
How to start a three-way call
VVX series with physical line keys
- Make a call.
- Tap Conference on the call screen.
The current call will be placed on hold. - Enter or select number that you want to add to the call, then press Send.
A new call will start. - Tap Conference to merge the two calls in to a three-way call.
How to view call history
- On the home screen, press Directories then Recent Calls.
- Use the directional pad to navigate call history.
- Press Type to sort entries by call type (missed, received, or placed).
- Press Call to call back.
How to check voicemail
Note: If you have to access a shared voicemail inbox, you can play them using your desk phone, but you can’t identify if the message is from a shared inbox. Use the Zoom desktop client, mobile app, or web portal to identify if the message is from a shared inbox.
- Access the voicemail message center:
- VVX series with physical line keys: Press Messages on the home screen or the voicemail button .
- Alternatively, you can dial and call *86 to access voicemails.
- Use the navigation pad or touch screen to navigate to Message Center.
- Press or tap Connect.
- When prompted, dial your voicemail PIN followed by #.
- Go to zoom.us/profile and then click on the Phone tab then Settings. There is a section for PIN Code towards the bottom of the page.
- Press one of these keys:
Key | Description |
1 | Play all voicemail messages starting with your new (unplayed) messages. |
2 | Record a voicemail greeting. The greeting will be added to your Zoom Phone audio library. |
Note: You can also record a voicemail greeting in the Zoom web portal.
How to set status to DND (do not disturb)
You can set your phone’s status to DND if you want to block incoming call notifications to your desk phone.
Note:
- The DND status only applies to the phone you set it on. This status does not sync on other desk phones assigned to you or the Zoom desktop client or mobile app.
- Turning on the DND status will mute the notification sound but will still display a visual notification on the phone’s screen.
- Press or tap DND on the home screen.
You will see this icon at the top of the screen: . - Press the same button to reset your status.
How to use line keys
You will see multiple lines on your phone in these scenarios:
- You have more than one direct phone number.
- You’re assigned to make and receive calls on behalf of another user (you’re the delegate as part of a call delegation setup).
- You’re a member of a shared line group.
Line key labels
Note: You can customize your line keys to change their labels and order. By default, line keys are labelled differently depending on the number of direct numbers or shared lines:
- If you only have one direct number or don’t have a direct number, the line key label will display your name.
- If you have more than one direct number, the line keys will display the number.
- If you have call delegation, see our call delegation guide for desk phones to learn more.
Select a line before making a call
Note: You must set your outbound caller ID using keys and positions settings in the Zoom web portal. Do not set your outbound caller ID using the phone’s interface.
- Select a line:
- VVX series with physical line keys: Tap the line key on the phone’s home screen. The line key light turns solid green to indicate you’re using it.
- Pick up the phone’s headset, or press the speakerphone button (usually located to the right of the physical dial pad).
- Dial a number using the physical or on-screen dial pad.
- Place the call:
- VVX series with physical line keys: Press Send.