---
title: User Guide: Zoho Desk
slug: contact-center/user-guide-zoho-desk
docTags: 
createdAt: 2026-01-07T07:15:12.294Z
---



## 1. Overview

This guide outlines the features and workflows for agents using the Ameyo telephony toolbar integrated directly within the Zoho Desk interface. The integration provides a seamless telephony panel that overlays the Zoho Desk parent interface, allowing agents to manage calls without leaving their CRM.

## 2. Getting Started

### 2.1 Login

To access the telephony features, agents must first log in to the panel.

- **Standard Login:** Enter your assigned **User ID** and **Password**.
- **Single Sign-On (SSO):** Click on the **Login via Zoho** option to authenticate using your existing Zoho credentials.

### 2.2 Campaign Selection

Once logged in, you will be prompted to select a **Campaign**. Choose the appropriate campaign you will be working under to proceed to the main interface.



![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/7bV8FShb55h_B_HYWhlcP_image.png)

### 2.3 Prerequisites

- **WebRTC :** The telephony panel operates on WebRTC technology. This is a browser-based calling system, meaning agents do not require physical mobile or landline phones.
- Phone as Extension : The toolbar also provides option to choose your phone number as an agent extension

## 3. Managing Agent Status

### 3.1 Availability

Upon a successful login, the agent's status should be marked as **"Available"** to receive calls.

![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/AMJiW62qXeCBBEt5Bndcm_image.png)

### 3.2 Break Options

If you need to step away, you can select from a list of configurable **Break Options** within the panel to pause call distribution.

![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/xoLBqTsfoszL84RKqDgZy_image.png)

### 3.3 Auto Call Toggle

The panel features an **"Auto Call"** button. This acts as a toggle switch:

- **On:** You are ready to receive incoming customer calls or calls initiated by the automated dialer.
- **Off:** You can toggle this off to stop receiving calls if you need to focus on backend work or administrative tasks.

## 4. Call Management

### 4.1 Outbound Calling

- **Click-to-Call:** To initiate an outbound call, simply click on a customer's phone number displayed within the Zoho Desk interface.
- **CTI Pop-up:** Once the call is initiated, a CTI (Computer Telephony Integration) pop-up will appear, displaying relevant customer data to assist you during the conversation.

### 4.2 Inbound Calling

- **IVR Navigation:** Customers initiating inbound calls will navigate through a customizable IVR (Interactive Voice Response) journey before reaching an agent.
- **Call Arrival:** When the call lands on your extension, a CTI pop-up will appear showcasing customer-related data.
- **History:** You can view past interaction logs associated with that specific customer.

![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/Bq--FLzSDsC6owkT3G7y1_image.png)

### 4.3 Call Controls

During an active call (inbound or outbound), the telephony panel provides a suite of standard controls:

- **Hold:** Pause the conversation.
- **Mute:** Mute your microphone.
- **Conference:** Add others to the call. You can invite a colleague or supervisor to join, or include a third party.
- **Transfer:** Transfer the active call to another colleague, a supervisor, or an external third-party number.

## 5. Call Completion & Follow-up

### 5.1 Call Disposition

To end a call, you must select a **Disposition**. This indicates the final outcome of the interaction (e.g., "Sale Made," "Issue Resolved," "Callback Required"). All disposition codes are configurable based on business requirements.

![](https://images.archbee.com/SK2urIgCC2ml99YyqWOSl/oCekm_5dDRQAptwhmcPgK_image.png?format=webp)

### 5.2 Post-Call Data (Post Dumping)

Once a call is completed and disposed, call details are pushed back ("dumped") into Zoho Desk automatically. This record includes:

- Customer's phone number
- Name of the agent who handled the call
- Call type
- Selected disposition
- Complete voice recording of the interaction



![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/51lxcpSyfnjSWiLuCe3S3_image.png)

If a follow-up is required, agents can schedule a callback based on the customer's availability.

- **Self-Callback:** If you select this option, the system will initiate the callback specifically from your interface at the scheduled date and time.
- **General Callback:** If you do not select "self-callback," the system will initiate the call for *any* agent available in that campaign at the scheduled time.

*Note: After saving the disposition (and callback if applicable), you become available to handle the next customer.*

## 6. Collaboration & Analytics

### 6.1 Team Chat

The **"Team"** tab allows for internal chat communication. Agents can use this to message colleagues or supervisors for real-time support or suggestions without interrupting the workflow.

### 6.2 Agent Statistics

Agents have access to a personal dashboard viewing their performance metrics, including:

- Total login duration
- Number of calls handled
- Average talk time
- Average after-call activity duration
- Average handling time
- Average hold duration
- Callback statistics
- Break count and total break duration