Zuper isn’t just your go-to platform for managing field service operations efficiently, it also includes a built-in phone system designed specifically for service businesses: Zuper Phone. This add-on feature enables you to answer incoming calls and make outgoing calls with just one click within the Zuper-web app.

All you have to do is purchase a Zuper phone number for your business to make and receive calls via the Zuper web app. You will receive a browser notification when calls come in, seamlessly answer them with the call routing flow, and see a full history of all calls through the call logs feature.

Things to know

  • Admins can access Zuper phone on the web, but must have permissions enabled in the settings. For detailed steps, refer to “How to Manage User Permissions.” Once you have the necessary permissions, you will:
  1. Receive browser notifications for incoming calls.
  2. Seamlessly answer calls directly from your browser.
  3. Have a 360-degree view of customer interactions, including messages, calls, voicemails, call recordings, and internal comments from the Zuper Connect Inbox/Conversation.
  • Ensure your status and web app availability are set correctly to receive incoming call notifications.

Available Status:

If your status is set as “Available” and you are not busy with other calls, notifications will be sent to both web and mobile devices. If the web app status is offline, notifications will be sent only to your mobile device.

Unavailable or Busy Status:

If your status is “Unavailable” or you are busy with other calls, incoming call notifications will not be sent.

Before exploring how to use Zuper Phone on the web app, we recommend configuring your browser and desktop settings to ensure seamless call making and receiving.

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Configuring Your Browser and Desktop Settings for Calls

To ensure a seamless experience while making and receiving calls through Zuper Phone, we recommend using Google Chrome. Follow the steps below to configure your browser and desktop settings for optimal performance.

By following these steps, you will have successfully configured your browser and desktop settings, ensuring that Zuper Phone functions smoothly for making and receiving calls.

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Using Zuper Phone

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Accessing the Dialer

  • Click the icon at the top of the Zuper web app.
  • The dialer will open in a floating window.

Note: If you have missed calls, the call icon will display a notification badge indicating the number of missed calls. Clicking it will take you to the Call Log page, where you can review missed calls.

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Answering an Incoming Call

To receive incoming calls, your availability status must be set to “Available.” If your status is “Unavailable,” you will not receive calls.

When a call comes in, you’ll see an alert on your screen. You have two options:

  • Click “Accept” to answer the call.
  • Click “Ignore” to reject the call.

Note: If it is an existing customer, you will see the customer name and number. If it is an unknown customer, you will see only the phone number.

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Active Call Capabilities

During an active call, Zuper Phone provides advanced functionalities to enhance communication efficiency. This includes:

  • Viewing Customer Information – If the customer already exists, click the icon to navigate to the Customer Details page.
  • Adding a New Job/Customer– If the customer already exists, click the icon and select “Add Job” to create a job for them. If the number is unknown, select “Add Customer” to instantly create a new customer profile. Once the customer is added, you can proceed to create a job for them.
  • Adding Notes – Take important notes during the call to capture key details.
  • Tracking Call Duration – View the live call duration in real-time.

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Call Management Options

On Hold – Place the call on hold while you manage other tasks.

Start/Stop Call Recording – If recording is enabled for the phone number, you can start or pause recording during an active call.

Note: Paused recordings cannot be resumed for the same call. All recordings are securely stored and accessible based on your Zuper license.

Mute – Silence your microphone during the call.

End Call – Disconnect the call when finished.

Minimize & Reopen – Minimize the Zuper Phone at any time for seamless multitasking.

Customize Placement – Drag and position the Zuper Phone anywhere on your screen for better accessibility.

Note: Avoid refreshing the dialer while you are on the call. This may result in a loss of connection to your customer.

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Making Outgoing Calls

Zuper Phone allows you to connect with customers and team members through multiple methods, including:

  1. Call from the Dialer
  2. Call from the Contacts Tab
  3. Call from Call History / Recent Calls

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Zuper Phone Settings 

The Settings section in Zuper Phone allows you to personalize your calling experience by configuring audio settings, adjusting themes, and accessing support resources. Proper setup ensures seamless communication with customers and team members.

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Accessing Settings

To access the settings:

  1. Click your profile icon at the top left of the Zuper Phone interface.
  2. Select “Settings” from the dropdown menu.

From here, you can:

  • Configure audio settings to ensure clear communication.
  • Switch between dark and light themes based on your preference.
  • Access help and support articles for troubleshooting and assistance.

Properly configuring these settings enhances call quality and ensures smooth conversations with your contacts.