Hello Zoho Voice Team,

We would like to submit a feature request for centralized administration and policy management of ZDialer within Zoho Voice.

While I still think that you should consolidate ZDialer Functionality into PhoneBridge for a Native, Extension-Free Zoho Voice Experience - But until you do it - there is still major issues with the way ZDialer is working (not to mention that it's not reliable extension that tend to disconnect).

In other feature request I talked about showing basic queue status information to agents when transferring a call, and Hiding SMS option in ZDialer when SMS is not enabled in Zoho Voice and the most promenent and problematic issue that as for now supervisor is not aware of the agent's DND status.

But now let's confocuse on making ZDialer useable in actual call centers that need a way to create, manage and comply to Organization-Wide Policy.

In any contact center - especially considering the fact that ZDialer is extremely not reliable and stable and the oher issues mentioned above - Administrators need visibility into ZDialer connectivity and the ability to centrally manage agent settings rather than relying on individual user preferences.

Current Limitations:

Today, ZDialer settings are managed individually by each agent through their local installation.

This creates two major challenges:

1. No Visibility into ZDialer Connectivity Status

Supervisors and Administrators currently have no simple way to determine whether an agent is:

• Connected to ZDialer

• Disconnected from ZDialer

• Experiencing connection issues or just neven installed the extension.

When troubleshooting telephony issues, or just when a supervisor trying to manage the call load and shift operation - we need to ask agents whether ZDialer is installed, running, connected, and configured correctly.

This becomes increasingly difficult as the number of agents grows or in a fully remote invoroment.

2. No Centralized Management of ZDialer Settings

Many ZDialer settings are currently controlled individually by each agent, including:

• Default Country

• Silent Mode

• Do Not Disturb (DND)

• Number Validation

• Call Pop-Ups in Zoho Tabs Only

• Show Dial Pad

• Set ZDialer Click-to-Call as Default in Zoho Apps

• Call Pop-Up on Number Selection

• Click-to-Call via Desktop App

• Background Noise Cancellation

• Auto Bandwidth

• Diagnosis Settings

This creates inconsistent behavior across the organization and makes it difficult to enforce operational standards.

Use Case

In a contact center environment, consistency is critical.

For example:

• All agents should use the same dialing behavior.

• All agents should follow the same noise-cancellation policy.

• All agents should use the same call popup behavior.

• All agents should have identical number validation rules.

• Certain settings should never be modified by agents because doing so can impact service quality, reporting accuracy, or troubleshooting efforts.

Today, administrators must rely on documentation, training, and manual audits to ensure agents are configured correctly.

There is no mechanism to enforce these settings centrally.

Requested Enhancement

1. Real-Time ZDialer Connectivity Status

Provide administrators with real-time visibility into ZDialer connectivity directly within Zoho Voice.

For each agent, display:

• Connected / Disconnected status

• Last connection time

• ZDialer version

• Device or browser information (if available)

• Diagnostic status indicators

This would allow supervisors and administrators to quickly identify configuration and connectivity issues.

2. Organization-Wide ZDialer Policies

Introduce centralized ZDialer policy management within Zoho Voice.

Administrators should be able to define organization-level defaults for all ZDialer settings.

Examples include:

• Default Country

• Silent Mode

• Do Not Disturb (DND)

• Number Validation

• Call Pop-Ups in Zoho Tabs Only

• Show Dial Pad

• Set ZDialer Click-to-Call as Default in Zoho Apps

• Call Pop-Up on Number Selection

• Click-to-Call via Desktop App

• Background Noise Cancellation

• Auto Bandwidth

• Diagnostic Settings

3. Policy Locking and User Override Controls

For each setting, administrators should be able to choose one of the following modes:

Enforced

The setting is defined by the administrator and cannot be modified by agents.

Default with User Override

The administrator defines a recommended default, but agents are allowed to change it if desired.

User Managed

The setting remains fully controlled by the agent.

This model is widely used by enterprise applications and device-management platforms and provides the flexibility needed for different operational environments.

Example

An administrator may configure:

As a result, every newly connected ZDialer installation automatically receives the organization's preferred configuration.

Business Benefits

This enhancement would provide significant value for organizations operating support teams, sales teams, and contact centers.

Benefits include:

• Consistent agent experience across the organization

• Reduced onboarding effort

• Faster deployment of new agents

• Improved compliance with company policies

• Easier troubleshooting

• Reduced configuration errors

• Improved service quality

• Better support for large-scale or remotely based contact center operations

Most importantly, administrators would gain the ability to manage ZDialer as an organizational asset rather than a collection of individually configured installations.

Industry Best Practice

Many enterprise communication platforms, including contact center solutions and collaboration tools, allow administrators to define organization-wide policies while selectively permitting user customization.

A similar approach in Zoho Voice would greatly improve manageability and make ZDialer more suitable for professional support and contact center environments.

Conclusion

As organizations increasingly rely on Zoho Voice for customer-facing operations, centralized management of ZDialer becomes essential.

Providing real-time connectivity visibility, organization-wide defaults, and policy enforcement controls would significantly improve administration, consistency, and scalability.

We believe this enhancement would be particularly valuable for contact centers and organizations managing multiple agents.

Thank you for your consideration.

Kind regards,
Ram