Changing Zoom Phone Settings Follow

Overview

If you have Zoom Phone activated on your account, you can view phone numbers assigned to you and configure settings like business hours, voicemail, and call privileges.

This article covers:

Prerequisites

  • Zoom Phone license

Changing Zoom Phone Settings

  1. Sign in to the Zoom web portal.
  2. Click Phone.
  3. Click the Settings tab to view the following information and options:
  • Site: Displays the site you belong to (if your admin enabled multiple sites for your organization).
  • Company Number: Displays the extension number assigned to you and the main company number.
  • Number(s): Displays the direct phone numbers assigned to you.
  • Calling Plan(s): Displays your current calling plan for outbound calls.
  • Emergency Addresses: Displays the address provided to first responders when dialing an emergency number. Make sure this address is correct.
    • If your Zoom Phone admin allows you to manage your emergency address, click Manage to change your emergency address using these options:

      • Select a current emergency address assigned to your company or site.
      • Select the default emergency address for your company or site.
      • Click New Emergency Address to add a new address.
    • If your Zoom Phone admin does not allow you to mange your emergency address, it displays the default emergency address specified by your admin.
  • Outbound Caller ID: Select the default caller ID number when using the Zoom desktop client or mobile app to make outbound calls. You can select the main company number or your direct phone numbers. You can change the outbound caller ID number before making a call
    Note: Your Zoom Phone admin can disable this setting so you cannot change your outbound caller ID in the Zoom desktop client, mobile app, or web portal.
  • Area Code (optional): Click Set or Edit to change the area code used for local calls. When you dial a number without an area code, Zoom Phone will use this area code.
  • Desk Phone(s): Displays any devices added to your account. Phones with an Online status are turned on and provisioned by your Zoom Phone admin.
  • Call Queue Membership: Displays call queues you've been added to. You will also see (Manager) if you've been assigned as the call queue manager. As a manager, click the call queue name to access call queue settings.

    • Receive calls from call queues: Click to toggle to disable or enable all calls from call queues you have been added to.
  • Auto Receptionist Operator: Displays auto receptionists you've been assigned as the operator. As the operator, you can click the auto receptionist name to access auto receptionist settings.
  • Business Hours: Click Edit to change the times when you can answer calls. By default, inbound calls outside of business hours will be forwarded to the your voicemail. You can also set business hours to span past 11:30 PM. This could be used if you work night shifts.
    Note: Make sure you set the correct timezone in your Profile.

    • Call Handling: Click Edit to specify how calls are routed during business hours.
      Note: Zoom Applications refers to both the Zoom desktop client and mobile app.
      • If you set the Call Handling Ring Mode to Simultaneously, use the toggles to enable or disable each option.
      • If you set the Call Handling Ring Mode to Sequentially, use the arrow icons or click and drag to rearrange the order. Click Add Forward Number to add a custom phone to forward to; for example, you can add your personal phone number.
      • Click Add Personal Phone Number to forward to a custom phone number; for example, a personal phone number not part of Zoom Phone. Click the check box if you want to require callers to press 1 before connecting to the custom phone number.
    • Call Handling Ring Mode: Select the method to distribute calls during business and closed hours. You cannot have different call distribution methods for business and closed hours.
      Note: Zoom applications refers to both the Zoom desktop client and mobile app.
      • Select Simultaneously to ring the Zoom app and specified devices at the same time. After selecting this option, edit the Call Handling option to specify the routes.
      • Select Sequentially to ring the Zoom app and devices one at a time.
        After selecting this option, edit the Call Handling option to specify the sequence.
    • When a call is not answered: Select how unanswered calls are handled during business hours.
      • Forward to voicemail: Route calls to your voicemail. Select a greeting from the drop-down menu or click Customize to record a greeting or upload a supported audio file.
      • Play a message, then disconnect: Plays a custom message for the caller then hangs up the call. Click Upload Message Greeting to upload the custom message.
        Note: Currently, the Zoom web portal does not support recording a custom message. As a workaround, click Customize next to Voicemail Greeting to record and download a custom message, then upload the audio file to this setting.
      • Disconnected: Disables voicemail during business hours. The call will be disconnected without playing the voicemail greeting or routing to voicemail.
      • Forward to another extension: Route calls to phone user, common area phone, call queue, auto receptionist, or Zoom Room.
  • Closed Hours: In the Calls will be drop-down menu, select how incoming calls are handled outside of business hours.
    • Call Handling: Click Edit to specify how calls are routed during closed hours.
      Note: Zoom Applications refers to both the Zoom desktop client and mobile app.
      • If you set the Call Handling Ring Mode to Simultaneously, use the toggles to enable or disable each option.
      • If you set the Call Handling Ring Mode to Sequentially, use the arrow icons or click and drag to rearrange the order. Click Add Forward Number to add a custom phone to forward to; for example, you can add your personal phone number.
      • Click Add Personal Phone Number to forward to a custom phone number; for example, a personal phone number not part of Zoom Phone. Click the check box if you want to require callers to press 1 before connecting to the custom phone number.
    • Call Handling Ring Mode: Displays the method to distribute calls during business and closed hours.
      Note: You cannot have different call distribution methods for business and closed hours.
    • When a call is not answered: Select how unanswered calls are handled during business hours.
      • Forward to voicemail: Route calls to your voicemail. Select a greeting from the drop-down menu or click Customize to record a greeting or upload a supported audio file.
      • Play a message, then disconnect: Plays a custom message for the caller then hangs up the call. Click Upload Message Greeting to upload the custom message.
        Note: Currently, the Zoom web portal does not support recording a custom message. As a workaround, click Customize next to Voicemail Greeting to record and download a custom message, then upload the audio file to this setting.
      • Disconnected: Disables voicemail during business hours. The call will be disconnected without playing the voicemail greeting or routing to voicemail.
      • Forward to another extension: Route calls to phone user, common area phone, call queue, auto receptionist, or Zoom Room.
  • Delegation: Click Add to assign another phone user to make and receive calls on your behalf.
    Note: Your business and closed hours still apply when you use call delegation.
  • Line Keys: If you have call delegation privileges or more than one direct number, change the settings below.
    • Primary number: Select a direct phone number that will share the same line as your extension. This will also be your default outbound caller ID number on desk phones.
    • Positions: Change the order that your phone numbers appear on the Zoom desktop client, mobile app, and desk phones. Drag and drop each line or use the arrow buttons to move each line up or down in the order.
  • Hold Music: The hold music plays for the other party when you place the call on hold. Select audio from the drop-down menu or click Customize to record a greeting or upload a supported audio file. Select Disable to not play any hold music.
  • Blocked List: Click View or Edit to see a list of numbers and prefixes that are blocked. Numbers and prefixes beside Default are blocked by the admin and applies to all phone users in your organization. Click Add in one of the following sections to block prefixes, numbers, or extensions.
    • Blocked phone number prefixes: Block all numbers with a specific country code and area code.
      Note: For example, entering 1905 blocks numbers with country code 1 and area code 905.
    • Blocked numbers or extensions: Block a specific phone number or internal extension number.
      Note: Enter a country code before the phone number. For example, entering 19051231234, blocks number +1 (905) 123-1234.
  • Voicemail: Share your voicemail inbox or change your voicemail PIN.

    • Voicemail Access: Click Set or Add to share your voicemail inbox with other phone users. Phone users can only access shared voicemail inboxes in the Zoom web portal. Click × to revoke access from a phone user you added.
    • PIN Code: Click Show or Edit to enter a 1 to 6 digit voicemail PIN. The default PIN is 000000. The PIN is used when checking voicemail on a desk phone.
  • Audio Prompt Language: Use the drop-down menu to select the default language for automated audio prompts. These prompts play for inbound callers to give them additional instructions. For example, if the caller is routed to your voicemail, your voicemail greeting will play followed by the automated prompt: "Please record your message after the tone. Press any key or stop talking to end the recording".
  • User Status: Displays the status of your Zoom Phone account. If your account was deactivated by your admin, you won't be able to make or receive calls, but you can still access your call history/recordings and voicemail.

Updating the Timezone

Make sure you set the correct timezone. It will affect several Zoom Phone features including your business hours setting and any desk phones assigned by your Zoom Phone admin.

Updating the Timezone During Initial Setup

If your Zoom Phone admin assigned you a Zoom Phone license, you will get an email notification with a link to set up Zoom Phone.

  1. Click the link in the Zoom Phone email notification. If you didn't get an email, sign in to the Zoom web portal and click Phone.
  2. Select the correct timezone in the drop-down menu.
  3. Click Setup.

Updating the Timezone in My Profile

If you have already completed the initial setup of your Zoom Phone account, you can update your timezone in your profile.

  1. Sign in to the Zoom web portal.
  2. Click Profile.
  3. In the Date and Time section, click the Time Zone drop-down menu to update it.

    You can also change the date and time format to match your region. Learn more about settings in My Profile.
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