Zoho Voice in Trident

The Zoho Voice dial pad in Trident allows you to initiate or receive local and international calls. 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:

Click the Dial pad icon in the top-right corner of the app.
In the pop-up that appears, click Get Started.

Notes:

Your Zoho Voice account must match the one used in Trident to access Zoho Voice. 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 dialer pad has the following sections:

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

All of your contacts can be viewed in the Contacts section of the Zoho Voice dial pad. You can hover over the contact to:

Add the contact to your favorites list
Send SMS
Make a call

Creating Contacts

To create contacts:

Go to the Contacts section in the bottom-left corner.
Click the Plus icon.
In the form that appears, fill in the required details.
Select the contact type from the drop-down menu.
Check the box to mark the contact as favorite.
Click Save.

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

Searching for Contacts

To search for a contact:

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

Marking a Contact as a Favorite

To mark a contact as a favorite:

Open the contact's profile.
Click the Star icon below the contact's name.
In the alert that appears, confirm the action by clicking Yes.

Note: Click the Star icon again to remove a 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:

Open the contact's profile.
Click the Spam icon below the contact's name.
In the alert that appears, confirm the action by clicking Yes.

Note: Click the Spam icon again to remove a contact from favorites.

Editing a Contact

To edit contact details:

Click open the contact profile.
Click the Edit icon under the contact name.
In the form that appears, edit the required details.
Click Save.

Viewing Agents

You can view all your 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:

Hover over the contact.
Click the Call icon.

Alternatively, you can also:

Click open the contact profile.
Click the Call icon next to the phone number.

To place a call using the dial pad:

Navigate to the dial pad section.
Enter the name or number of the contact.
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.

To switch the caller ID:

Go to the Dial Pad section.
Click the Caller ID drop-down menu.
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.

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 SMS section of the Zoho Voice dial pad. From here, you can hover over the SMS to block the number.

Sending an SMS

To send an SMS:

Go to the SMS section at the bottom of the window.
Select the Sender ID you want to use.
Choose the contact you want to message.
Type your message in the text box and click Send.

To send an SMS to a new contact:

Go to the SMS section at the bottom of the window.
Click the Chat icon in the bottom-right corner of the window.
Select the Sender ID from the drop-down menu.
Enter the recipient’s phone number.
Type your message in the text box and click Send.

Scheduling an SMS

To schedule an SMS:

Click the contact you want to send an SMS to.
Type your message.
Click the Schedule Later icon in the bottom-right corner.
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

Viewing Scheduled Messages

You can view all your scheduled messages in the Scheduled SMS tab of the Zoho Voice dial pad. Use the search bar to find a specific SMS, or click the Chat icon to schedule a new message.

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:

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

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:

Default Country	Sets a default country code to be used in the dial pad.
Silent Mode	Mutes the ringtone for all incoming calls.
Do Not Disturb	Disables all incoming calls.
Ring in System Speaker	Plays the incoming ringtone through the system speaker, even when an external audio device is connected.
Disable Dial Pad	Prevents receiving or making calls.
Background Noise Cancellation	Removes background noise for improved call quality.
Auto Bandwidth	Automatically adjusts the audio quality based on the available network strength.

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