When the Zoom Phone integration is enabled in Neos, you will be able to make and receive calls from inside Neos, preview caller details, and create a new Intake for a caller that does not exist. You must be logged into the Zoom desktop client to use the Zoom Phone widget in Neos.
Contact your Customer Success Manager or [email protected] to request this paid integration.
NOTE: To use the Zoom Phone integration, your firm must have a Zoom Phone license with the Zoom Phone integration configured, and the desktop client version of 5.9.0 or higher. Refer to Zoom Phone Integration for more details.
Zoom Phone Widget
The Zoom Phone widget is a popup that displays when the phone icon is clicked in the Neos action bar. The widget is used to make calls, check missed calls, and voicemails. Click the top right button to minimize the Zoom Phone widget. To view it again, click the phone icon.
The embedded widget can be moved anywhere inside Neos. Available tab options include Keypad, History, and Voicemail. Your phone number and extension will display in the Caller ID field. Click the down arrow where you may choose your Direct Number or Main Company Number to use as the Caller ID.
Make a Call
To make a call in Neos, click the telephone icon to display the Zoom Phone widget. Dial the phone number of the contact you wish to call. Neos will use your computer's microphone and speaker/headset to connect the call. The "enter a name" feature inside the Zoom Phone widget utilizes contacts stored in your Zoom desktop application and is currently a future enhancement with Neos.
Any phone number in Neos can be dialed using the Zoom Phone widget. Simply click the phone number or the dropdown from Search and select Call Number. Your Zoom Phone widget will immediately display and dial the contact.
NOTE: Your firm must have the Zoom Phone Integration and the user must be logged in to the Zoom Phone widget AND Zoom desktop.
Click the Caller Details arrow to see the associated Contact and Latest Case/Intake. The Contact See All button will display the search results pane with the other contacts that have this phone number associated. The Latest Case/Intake See All button will display the Case/Intake Search Results showing a preview of the associated Case/Intake.
If the phone number is assicated with more than one contact in Neos, the contact with the most recently opened Case/Intake will automatically be selected. If two contacts have the same phone number and are in the same Case/Intake, associate the phone number with the most recent Case/Intake will be selected.
Receive a Call
When you are being called, the Zoom Phone widget will display the caller's name, if they exist in Neos, and their phone number. Use the Caller Details section to quickly browse caller details. Using the Zoom Phone widget, you can accept or decline the call (which sends the call to voicemail).
Caller Details
While the call is connecting (inbound or outbound), a Caller Details section will display at the bottom of the Zoom Phone widget.
The Caller Details section will expand, showing a Note field and any associated contacts for this phone number.
Click the + Add Note button to start entering notes during the call. The text field can accept up to 5,000 characters. An error message will display if the entered text exceeds the allowed maximum.
Once the call ends, your note will automatically be added to the Notes field in the Call Details tab from the logged call in the Communications Center. The Call Details tab will display once the call is complete, whether or not a note has been added during the call.
Click a tile in the Contact section to display the Name Results Preview of that linked contact. When clicked, the See All text will display all search results for that phone number using the Any Phone search criteria.
Click from the list of Latest Case/Intake to immediately open the most recent cases or intakes for that contact associated with the dialed phone number.
If the phone number does not exist in Neos, the Caller Details section will display the option to find a contact within Neos or to add a New Intake.
Use the search field to run a Name/Aka search for the desired contact. NOTE: This process does not add the phone number to the searched contact. Instead, it allows users to search for existing names in Neos and view their most recent cases (as shown above).
Click the New Intake button to add an Intake for this contact that does not exist in Neos. A Creating new Intake tab will display. The phone number of the caller will be displayed in the Phone field by default.
When the call is connected, the telephone icon in the Neos action bar (on the top right) will show green
.
Zoom Phone Widget Options
Along the top of the Zoom widget, three tab options are available. NOTE: The SMS tab is not currently configured with the Zoom Phone integration in Neos.
Keypad – Click into the Enter a name or number field to type or click the phone number of the desired contact. Click the call button to initiate the call. The phone number at the bottom of the widget is where the call is being dialed from. Use the dropdown to choose from your firm's available phone numbers.
History – Displays a history of your recent inbound and outbound calls. Click the phone icon to dial that number. Click the three dots button next to each listing to copy the number or delete it from your history. The down arrow allows you to choose between All History, Missed calls, and Recording.
Voicemail – Displays all voice messages. A number icon will display when a new voicemail has been sent to your phone number. Click the down play icon to listen to the message. You may also call the phone number, copy the phone number, delete the voicemail. A transcript of the voicemail will display if available.
To send a new message, click the All menu and select Compose Text.
The Profile icon at the top right of the Zoom Phone integration displays your Zoom account user name, Settings, and the option to Sign Out.
Completed incoming and outgoing calls made and received from the Zoom Phone widget or from the desktop app when you are signed in, will automatically create a call log in the Communications Center with the related call data. A Case/Intake note will only be added if the phone number matches a single contact in Neos AND that contact is associated with a single Case or a single Intake.