Zoom Phone setup & support

Browser & calling limits

The Safari on Mac restriction applies to the ADG Events embedded dialpad. You can still use ADG Events to review connected call history and voicemail. Use the Zoom Workplace app directly for calls on an unsupported browser or device.

• The browser panel controls calls; the Zoom Workplace desktop app handles the audio. Keep the app open, signed in to your licensed Zoom Phone account, and check its microphone and speaker settings.
• A Zoom Meetings account alone cannot provide phone service. Your calling plan, available destinations and administrator settings determine which numbers you can call.
• Connecting history and signing in to the dialpad are separate steps. Wait for Zoom's keypad before placing a call; a closed sign-in popup does not confirm the dialpad is ready.
• Your Zoom administrator must install Smart Embed, approve the exact ADG Events website domain, and enable Automatically Call From Third Party Apps.
• SMS in Zoom depends on your number, account settings and required carrier registration, including US 10DLC. Recordings are available only when Zoom has recorded the call and your account permits access.

See Zoom's Smart Embed requirements and administrator setup guide for current provider requirements.

Before you connect

• An ADG Events organization account with access to CRM Calls & voicemail. Ask your organization administrator if the page is unavailable.
• Your own Zoom account with a Zoom Phone license and a configured phone line. A Zoom Meetings account alone is insufficient.
• A Zoom calling plan and number appropriate for your destinations. ADG Events does not provide a phone number or include Zoom licenses, calling charges, or service availability.
• Your Zoom administrator's approval if your account requires approval for Marketplace apps.
• For calling, the Zoom desktop app installed, open, and signed in to the same licensed Zoom user, plus a working microphone, speakers or headset, and internet connection.
• Use the latest desktop Chrome, Edge or Firefox for the ADG Events dialpad. Safari on Mac and phone or tablet browsers cannot use this embedded dialpad; use the Zoom Workplace app directly on those devices.

Step 1: Connect call history

1. Open CRM → Calls & voicemail. If you are signed out, sign in to ADG Events when prompted; then continue in the organization where you work. If account setup takes you to another page, return to Calls & voicemail from this guide.
2. In My phone, choose Connect Zoom Phone.
3. Sign in to Zoom as the person whose phone line you want to connect. Review the requested permissions and authorize the ADG Events integration. If Zoom requires approval, ask your Zoom administrator to approve the app.
4. After returning to ADG Events, confirm that your Zoom Phone connection shows History connected. Choose Update now to import available recent calls and voicemail.

Each team member connects their own Zoom user. History connected confirms access to call data. Continue with the separate dialpad sign-in below to make calls.

Reconnecting replaces the previous connection's imported Zoom data in ADG Events, including its generated CRM activities and support messages. Separately written staff notes and replies remain. Available calls and voicemail can be imported again after connecting.

Permissions and data used

The integration requests these user-level permissions for the Zoom account you authorize. Your Zoom license and account settings still determine which data and features are available.

Your Zoom profile

Identify the Zoom user you connect.

• user:read:user

Your phone line

Show your assigned phone number and extension.

• phone:read:user

Your call history

Import call details and associate calls with matching CRM contacts.

• phone:read:list_call_logs

Call event notifications

Receive the call-completion events that prompt ADG Events to refresh your call history. Zoom also requires these scopes for the selected events.

• phone:read:call
• phone:read:call_log

Your voicemail

Show voicemail details and play available voicemail audio.

• phone:read:list_voicemails
• phone:read:voicemail

Voicemail actions

Mark voicemail as heard or delete it from Zoom when you choose those actions.

• phone:update:voicemail
• phone:delete:voicemail

Your call recordings

Play an available recording for a call you can access.

• phone:read:call_recording

Imported records can include caller names and numbers, call times, durations and statuses, voicemail details and available transcripts, and recording references. ADG Events can link matching calls to CRM contacts. Authorized organization users may see shared call records according to their access; organization administrators can enable a connected line for Customer Support.

Imported Zoom support messages are read-only. Add your own notes or replies separately. Imported Zoom messages are excluded from support AI analysis; separately written staff content remains available to those tools.

See our Privacy Policy for information about data handling, and submit a privacy request to ask about access or deletion.

Step 2: Sign in to the Zoom dialpad

Smart Embed is a separate Zoom Marketplace app. Your Zoom administrator needs to configure it for the website where your team uses ADG Events.

1. As a Zoom administrator, open the Zoom App Marketplace, find Zoom Phone Smart Embed, and install it for the relevant users.
2. In Smart Embed's app configuration, add https://adgevents.com to the approved domain list. If your organization uses another ADG Events website address, approve that exact website as well.
3. In Zoom's account settings, enable Automatically Call From Third Party Apps for the users who need click-to-call.
4. Keep the Zoom desktop app open and signed in to the same licensed account you connected for history. In ADG Events, choose Open Zoom dialpad in My phone, or open the floating phone button and select Zoom Phone.
5. Choose Sign In inside the dialpad and complete Zoom's separate sign-in popup. The popup closing is normal. Return to the dialpad and wait until Zoom shows its keypad before placing a call.

Follow Zoom's Smart Embed guide for current administrator settings and supported browsers.

Use your connected line

• Once Zoom shows the keypad, dial there or choose a call button beside a phone number in ADG Events. Use Zoom's controls to manage the call.
• Open Calls & voicemail to review the Call history and Voicemail tabs. Choose Update now when you need to refresh available records.
• Use Add notes on a call to save an outcome and CRM notes. For your own voicemail, use the available playback, Mark heard, or delete actions. Deleting voicemail also deletes it from your Zoom phone account.
• Recording playback is available only when a recording exists and your Zoom account permits access. Connecting the integration does not turn on recording.

Disconnect or remove the integration

1. In ADG Events, open Calls & voicemail. Under My phone → Zoom Phone, choose Disconnect and confirm.
2. To remove the app's authorization in Zoom, sign in to the Zoom App Marketplace, open My Library, find the ADG Events integration, and choose Remove from its actions menu. A Zoom administrator can also manage apps on the account.
3. Smart Embed is managed separately. Sign out of the embedded phone, and ask your Zoom administrator to remove Smart Embed or its approved domain if your organization no longer needs it.

Disconnecting in ADG Events or removing the app in Zoom stops the connection and removes its stored Zoom credentials and imported data from ADG Events: call details, voicemail, transcripts, recording references, and generated CRM activities and support messages. This does not delete the original calls, voicemail, or recordings from Zoom.

Separately written staff notes, outcomes, and replies remain. Saved call notes appear as Staff notes from removed Zoom Phone call, without the imported caller, number, date, recording, or contact links. Support tickets remain as neutral records for staff work, with imported Zoom details removed.

If you connect again, available Zoom records can sync again. For requests covering separately written staff content or other data, use our privacy request form or contact support.

See Zoom's app removal instructions if your Marketplace navigation differs.

Troubleshooting & support

Using Safari on Mac

The ADG Events embedded Zoom dialpad is unavailable in Safari on Mac. Open ADG Events in the latest desktop Chrome, Edge or Firefox, or make calls directly in the Zoom Workplace app. Your connected history and voicemail remain available in ADG Events.

Zoom reports no Phone license

Ask your Zoom administrator to assign and configure a Zoom Phone license for the user you selected, then connect again.

The sign-in popup closes, but the keypad does not appear

First check the browser and calling limits above. In a compatible desktop browser, open the phone panel again if it is hidden. If you are not on a call, open Zoom sign-in help and choose Reload dialpad once, then retry Sign In inside Zoom. If the keypad still does not appear, contact your administrator or support with the details below. Reloading keeps imported history. Disconnecting or reconnecting the history connection removes its imported Zoom data; use those actions only when you intend to renew or remove that connection.

History is connected, but calling still does not work

Check the separate Smart Embed installation, approval of the exact website domain you are using, and Automatically Call From Third Party Apps setting. Keep the Zoom desktop app open with the same licensed user signed in, and check its microphone and speaker settings. Wait for the embedded keypad before dialing.

Calling from a phone or tablet browser

Zoom Phone Smart Embed is not supported on mobile browsers. Use the Zoom app for calls, or open ADG Events in a supported desktop browser with the Zoom desktop app running.

Records are missing or the connection needs attention

Choose Update now. If the connection shows Reconnect needed, choose Reconnect and review the Zoom permissions again. Imported records depend on the history available to your Zoom user.

The phone service is not set up, or CRM Calls is unavailable

Contact your ADG Events organization administrator or our support team to check platform configuration and your account's access.