Connect Zoom Phone to solarOS

Before you connect

You need a solarOS account with Communications and Phone enabled, permission to manage Channels, and an active Zoom Phone account. The person connecting Zoom must be authorized to add the admin-managed app for your company. Have a licensed Zoom Phone user and an assigned business number ready. Install and sign in to the Zoom desktop app to place calls. During the private beta, your account must be eligible to add the shared app.

Add the app

Begin in solarOS so the connection is associated with the company you selected. If you cannot connect, see Troubleshooting below.

1. Sign in to solarOS and select the company whose phone account you want to connect.
2. Open Settings → Communications → Channels.
3. Choose Connect → Phone system, then Connect Zoom Phone.
4. Sign in as your company’s Zoom administrator. Review the requested permissions and authorize the app.
5. When you return to Channels, open the Zoom Phone connection and check its assigned numbers.
6. Select Company caller ID, choose a number, and select Save caller ID.

Review calls and voicemails

Open Inbox → Calls to find phone activity. Calls matched to customer work appear with the related conversation. Open the conversation, then choose Open call to review direction, outcome, duration, transcript and summary when available. For phone activity in Unmatched, review the sender and choose the appropriate customer and work. An unknown number may require a person to select the destination.

Recordings, transcripts and summaries

When a recording is available, the call detail page provides playback and Open recording, and voicemails play in the conversation. solarOS keeps a copy of each recording and voicemail in access-controlled storage, so it still plays if Zoom is later disconnected; the original stays in Zoom. In Settings → Channels → Phone system, choose how long copies are kept: until you remove them, for 90 days or for 1 year. Recordings, voicemail transcripts and Zoom-generated summaries depend on your Zoom features, permissions and settings. Set required recording announcements in Zoom before recording calls. When solarOS assistant features are enabled, review suggested summaries and customer or job updates before applying them.

Place a call

solarOS opens the Zoom desktop app; it does not provide an in-browser softphone. Your caller ID must be available to the connected Zoom account.

1. Stay signed in to the Zoom desktop app with a licensed Phone user.
2. Click a customer’s phone number in solarOS.
3. Allow the browser to open Zoom and complete the call there.

Remove the app

Disconnect in solarOS, then remove the app in Zoom. Disconnecting does not cancel your Zoom Phone service or delete recordings held by Zoom.

1. In solarOS, open Settings → Communications → Channels and open the Zoom Phone connection.
2. Choose Disconnect Zoom, then confirm Disconnect. solarOS deletes the saved OAuth credentials, disables this connection and linked Zoom texting, and revokes its Zoom access. Call history already in solarOS stays with your company.
3. To delete it, choose Remove Zoom call history in the same panel after disconnecting, then confirm. This removes imported calls, voicemails, recording copies, transcripts, summaries and Zoom texts from solarOS. The originals stay in Zoom.
4. Sign in to Zoom App Marketplace. Open Manage → Added Apps, select solarOS, and choose Remove. Complete this step even if solarOS could not confirm that access was revoked.

Data after removal

Disconnecting in solarOS or removing the app in Zoom stops new calls and voicemails coming into solarOS. Call history already in solarOS, including recording copies, stays with your company until an administrator chooses Remove Zoom call history, which removes imported calls, voicemails, recording copies, transcripts, summaries, Zoom texts, copied attachments and associated assistant drafts. Removal retries automatically if a storage service is temporarily unavailable; you can reconnect after it finishes. Unrelated customer records and messages remain. Reconnecting the same Zoom account restores playback of recordings that were not copied. Recordings held by Zoom follow your Zoom account settings. Restricted backups expire under the applicable retention schedule; deletion requests are reapplied if a backup is restored. Contact support about legal retention, previously exported copies or data sent to another service.

• Privacy Policy. How solarOS collects, uses, shares and retains information.

Troubleshooting

Start a new authorization attempt from Channels after cancelling or an expired session. If the issue continues, contact support with the error text and approximate time; never send authorization codes or secrets.

1. Error before the permissions screen: confirm the correct Zoom administrator is signed in and the app is approved for your account to add. During beta, external sharing must be approved.
2. Redirect URI mismatch: contact solarOS support. The configured callback must match the solarOS environment.
3. No phone numbers: check that the connected Zoom account has assigned Zoom Phone numbers and the required permissions.
4. Missing call: check Channels for connection errors and recent activity, and check Unmatched. Provider delivery and processing can take time. Contact support if the call does not arrive.
5. Missing transcript, summary or recording: check that the feature was enabled for that call and the artifact exists in Zoom. Deleted or expired recordings cannot be played.
6. Zoom does not open when you click a number: install and sign in to the desktop app, permit the browser’s Zoom link handler, and check the company caller ID.