Inbound Calls to Zoom VOIP

[drafeedie]

We have installed the Zoom Phone integration through Hubspot market place. Is it possible to get in-browswer notifications when an inbound call is received in to the office? Ideally, it would search the hubspot database and pull up the contact with the caller's number, if it exists in our database. 

We are trying to avoid using the Zoom Caller ID, as it's picking up the caller ID from the telephone company, rather than our internal records. 

[DianaGomez · Accepted solution]

Hi @drafeedie, 

Thanks for reaching out to the Community!

Just to confirm, are you referring to this integration?

If that is the case, we don't have visibility into the settings of this integration as it was provided and is supported by them; however, I found this information:

- How to pop up a contact for inbound calls

Note: Calls from internal Zoom phone users will not launch the app or URL.

1. Follow these steps to enable Launch an external app or a URL for incoming calls in the Zoom client.
2. Enter the below URL in the input box.
   https://app.hubspot.com/discover/<Your HubSpot Account Id>/library/dashboards?objects/0-1/views/all/list?globalSearchQuery==%E
3. (Optional) In the upper right of HubSpot, click your account name. In the dropdown menu, under your account name, identify the account name and unique Hub ID.

If this doesn't help you achieve your goal, I recommend reaching out to Zoom support for further assistance.

Best,

Diana

[narua]

Getting that in-browser HubSpot notification and contact lookup with Zoom Phone usually involves a specific setup. Essentially, you can configure the Zoom Phone desktop app to "Launch an external app or a URL" when an inbound call comes in. You'd use a specially crafted HubSpot URL that searches your database for the caller's number. This way, HubSpot should pop up with the contact record if it exists, using your internal data rather than just the basic telco caller ID.

While this can work (though it might take a bit of tweaking and usually doesn't trigger for internal Zoom calls), it relies on the Zoom client opening a new browser tab for HubSpot. Automatic call logging to the HubSpot contact record is a standard feature of the integration, happening alongside this. Some users have found this URL launch method a good workaround, though it may not be as deeply embedded as some other VoIP solutions.

[LDewhurst · Accepted solution]

We recently integrated Zoom Phone with HubSpot, and while it took some trial and error, we were able to get HubSpot to pop up with a search for inbound phone numbers.  You'll need to do this for each Zoom Phone user, but I hope this helps.

Most of what Diana wrote is correct, but we had issues with the URL as it was provided by Zoom and kept getting the same screenshot you provided.  Instead we use this: 

https://app.hubspot.com/contacts/HUBSPOT ID/objects/0-2/views/all/list?globalSearchQuery==%E

[drafeedie]

Hi Diana,

Thanks for your reply! We were hopeful that an integration for Zoom VOIP existed with similar functionality of Aircall or JustCall. It does not sound like that exists. 

I have seen that article and we have used this feature before with Zendesk. However, with Hubspot, we cannot get it to actually find the record associated with the Caller ID Number and pull up the profile in hubspot.

The URL that you provided pulls up this page below. Is there a way to actually get it to search + select the contact or company record that the phone number is tied to? While that is a less ideal "integration" than other VOIP tools, it may be a good option for now. 

[DianaGomez]

Hi @drafeedie, 

I was looking into what you mentioned, but from all that I shared, I didn't send anything similar to the image you posted. As I mentioned before, your best bet is to reach out to Zoom Support to explore the options, as they are the providers of that integration. They might have a solution that matches what you are looking for.

Best,

Diana

[DianaGomez · Accepted solution]

Hi @drafeedie, 

Thanks for reaching out to the Community!

Just to confirm, are you referring to this integration?

If that is the case, we don't have visibility into the settings of this integration as it was provided and is supported by them; however, I found this information:

- How to pop up a contact for inbound calls

Note: Calls from internal Zoom phone users will not launch the app or URL.

1. Follow these steps to enable Launch an external app or a URL for incoming calls in the Zoom client.
2. Enter the below URL in the input box.
   https://app.hubspot.com/discover/<Your HubSpot Account Id>/library/dashboards?objects/0-1/views/all/list?globalSearchQuery==%E
3. (Optional) In the upper right of HubSpot, click your account name. In the dropdown menu, under your account name, identify the account name and unique Hub ID.

If this doesn't help you achieve your goal, I recommend reaching out to Zoom support for further assistance.

Best,

Diana