The Zoho Voice dial pad allows you to initiate local and international calls right from inside Trident. You can also send international SMS to over 100 countries and receive messages just like you would on your phone—helping your business grow while keeping telephony costs low.

Configuring Zoho Voice in Trident   

To configure Zoho Voice in Trident:

1. Click the dial pad  icon in the top-right corner of the app.

2. In the pop-up that appears, click Configure.

Notes:

• Ensure you sign into Trident using the same email tied to your Zoho Voice account for the integration to work seamlessly. Learn more about creating a Zoho Voice account.

• If you already have a Zoho Voice account linked to the email address used in Trident, the Zoho Voice dial pad will appear automatically, and no further configuration will be required.

• If multiple accounts are logged into Trident, your primary account must match the one used for Zoho Voice to access the dial pad. If the primary account is switched, the Zoho Voice dial pad will refresh and align with the new primary account, provided the new account has a valid Zoho Voice license.

Using Zoho Voice Dial Pad   

The Zoho Voice dial pad has the following sections:

• Contacts: Enables you to view and create contacts in your Zoho Voice database.

• Messages: Displays all sent and received messages using the configured number.

• Logs: Displays recent call logs and voicemails.

• Dial pad: Enables you to initiate calls by dialing a contact number.

• Settings: Enables you to manage audio call preferences and device settings.

Note: The sections in your Zoho Voice dial pad will be displayed based on your configured settings or the access level set by your organization's admin.

Viewing Contacts   

• Send SMS
  

• Make a call
  

Note: The contacts in Zoho Voice are specific to the VoIP service and are not linked to contacts in Trident's Contacts module or other Zoho services.

Creating Contacts    

To create contacts:

1. Go to the Contacts section in the bottom-left corner.

2. Click the Plus  icon.

3. In the form that appears, fill in the required details.

4. Click Save.
   

Note: All the contacts you have created will appear in the Contacts section.

Searching for Contacts    

To search for a contact:

1. Type the contact's name or phone number in the search bar.

2. Hit return.

3. Click open the contact from the search results.
   

Marking a Contact as a Favorite     

To mark a contact as a favorite:

1. Open the contact's profile.

2. Click the Star  icon below the contact's name.

3. In the alert that appears, confirm the action by clicking Yes.
   

Note: Click the Star  icon again and confirm the action by clicking Yes, to remove the contact from favorites.

Marking a Contact as Spam      

Zoho Voice allows you to block spam numbers and add them to a blocked list so you don't receive calls from those numbers again. To mark a contact as spam:

1. Open the contact's profile.

2. Click the Spam icon below the contact's name.

3. In the alert that appears, confirm the action by clicking Yes.
   

Note: Click the Spam icon again and confirm the action by clicking Yes, to remove the contact from spam.

Editing a Contact     

To edit contact details:

1. Click open the contact profile.

2. Click the Edit icon under the contact name.

3. In the form that appears, edit the required details.

4. Click Save.
   

Viewing Agents      

You can view all your human agents and their availability status in the Agents tab of the Zoho Voice dial pad. From here, you can use the search bar to find a specific agent or click on an agent to initiate a call.

Initiating a Call   

To initiate a call with an existing contact:

1. Hover over the contact.

2. Click the Call  icon.
   

Alternatively, you can also:

1. Click open the contact profile.

2. Click the Call  icon next to the phone number.

1. Navigate to the Dial Pad section.

2. Enter the name or number of the contact.

3. Click the Call  icon.
   

Switching Caller IDs    

If you have purchased multiple numbers for your account, you can choose your preferred caller ID before making a call. The selected number and its country code will be shown to recipients when they receive your call.

To switch the caller ID:

1. Go to the Dial Pad section.

2. Click the Caller ID drop-down menu.

3. Select the desired caller ID and place your call.
   

Notes:  

• Mark a caller ID as a favorite to set as the default for all your calls.

• Click the Auto-select phone number option to choose the caller ID based on the destination country automatically. This helps minimize costs, since the call will be billed as a local call.
  

Communicating Over SMS     

The Zoho Voice dial pad in Trident also allows you to communicate via SMS. You can send messages using your registered sender ID and receive SMS from clients.

Viewing SMS List    

All of your SMS can be viewed in the Messages section of the Zoho Voice dial pad. From here, you can hover over the SMS to block any spam number from sending you further messages.

Sending an SMS    

To send an SMS:  

1. Go to the Messages section at the bottom of the window.

2. Click the Chat  icon.

3. Select the Sender ID you want to use.

4. Enter the name or the mobile number of the contact you want to message.

5. Type your message in the text box and click Send.
   

Scheduling an SMS    

You can choose to schedule an SMS so it is sent at a convenient time as per the receiver's time zone. To do so:

1. Click the Schedule Later icon in the bottom-right corner.

2. Select the desired date, time, and time zone to schedule the message.
   

Using SMS Window Options     

In the SMS window, you have access to the following options:

• Initiate a call with the contact

• Add a new number to your contacts if it is not already saved

• Search for a conversation using the search bar

• Attach files using the attachment option

• Schedule SMS for later

Using Instant Messaging 

Zoho Voice is also integrated with popular instant messaging apps like WhatsApp and Telegram. This integration allows businesses to connect with customers on the platforms they already use, leading to improved customer satisfaction and loyalty.

With pre-configured templates, you can pick and send the templated message to your contacts. Learn more.

Viewing Call Logs    

You can view all your call logs and voicemails in the Logs section of the Zoho Voice dial pad. In the Call Logs tab, you can:

• See the time each call was placed or received

• Add the number to your contacts

• View the duration of the call

• View more options, including calling back, sending an SMS, or copying the contact's phone number

• View call details to get comprehensive call details, including notes, call descriptions, and additional options  

Viewing and Playing Voicemails    

You can view all your voicemails in the Voicemail tab under the Logs section. While listening to individual voicemails is not yet supported, however, you can play all recent voicemails at once by clicking the Voicemail icon in the top-right corner of the Zoho Voice window. They will start playing automatically.

Viewing Notifications    

The notification center in the Zoho Voice dial pad keeps you informed about new SMS, missed calls, announcements, low credits, and more.

To view the Zoho Voice notifications:

1. Click the Bell icon.

2. In the notification panel, use the drop-down menu to filter notifications by read, unread, missed calls, credits, and more.

3. From the notification panel, you can:  

• Mark all notifications as read

• Clear all notifications

• Mark individual notifications as read or clear them

Customizing Zoho Voice Preferences     

In the Settings section of the Zoho Voice window in Trident, you can personalize both Zoho Voice preferences and audio device settings.

Zoho Voice Preferences  

You can customize the following options:

Audio Device Settings

You can:

• Use the system settings to use the default speaker and microphone device based on the system settings

• Test the devices before getting on a call