Zoom User Guide - Making Phone Calls

Overview

This guide explains how to make phone calls directly from your Zoom Workplace app, including how to use in-call options such as mute, transfer, hold, and recording.

Who This Is For: All users.

Before You Begin

Systems Required: PC with the Zoom Workplace app installed.

What This Guide Covers

• Opening the Zoom app and navigating to the Phone tab
• Dialing a phone number
• Using in-call options (mute, transfer, hold, and recording)
• Pausing recording for sensitive information
• Ending a call

Step-by-Step Instructions

Step 1: Open Zoom Workplace

Open your Zoom app, either from the icon pinned to the bottom of your desktop, or from the icon on your desktop.

Step 2: Go to the Phone Tab

Click on the Phone option. This is where you will make your phone calls.

Step 3: Dial a Number

On the History tab, type the phone number directly into the empty field.

• Press Enter on your keyboard, or click the Receiver button to start the call.

A new panel will appear once your call begins, showing you the options available during the call.

Step 4: Use In-Call Options

Once the client answers, you will see several options available to you:

• Mute — mute yourself during the call.
• Transfer — transfer the call to another individual within the company.
• Hold — place the call on hold.
• Record — start or stop recording the call.

Step 5: Pause Recording for Sensitive Information

Important: Stop the recording any time you are collecting sensitive information, such as credit card details. Once you are finished collecting that information, click Record again to resume.

Step 6: End the Call

If you need the client to stay on the line while you step away briefly, click hold instead of hanging up. Once you are finished with the call, click Hang Up.

Best Practices

Follow these guidelines every time you make a call in Zoom Workplace:

• Always stop the recording before collecting sensitive information, such as credit card numbers, and resume it once you’re done. Or Stop the recording if the client does not consent to being recorded.
• Use Mute instead of Hang Up if the client needs to stay on the line while you step away momentarily.
• Use Transfer to route the call to the right person within the company when needed.
• Use Hold when you need a moment before returning to the call.

https://www.loom.com/share/11df8aea66c64a23b2f39c9d48f03565 

For questions or technical support, please submit a ticket through Zendesk and select Business Operations.