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Changing phone settings (web portal) 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.

Note: The lock icon (🔒) means your admin can restrict access to the setting or its options.

This article covers:

Prerequisites

  • Zoom Phone license

Changing your 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:
    Note: Settings marked with an asterisk (*) are only visible if they apply to you. For example, you will only see Desk Phone(s) if you have assigned desk phones.
  • Site: Displays the site you belong to (if your admin enabled multiple sites for your organization).
  • Package: Displays your current calling plan for outbound calls.
  • Number(s): Displays the direct phone numbers assigned to you.
  • Company Number: Displays the main company number and your extension number.
  • Emergency Addresses🔒: Displays the address provided to first responders when dialing an emergency number. Make sure this address is correct.
    Note: This address will be shared with your admin. In the event of an emergency call, it may be shared with the Public Safety Answering Point (for example, 911) and members of the account’s Internal Safety Response Team.
    • 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 added by your admin
      • Select the default emergency address for your account 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.
    • Personal Emergency Address: If enabled by your admin, the Zoom Desktop Client will prompt you when you're in an undefined location and notify you that you're using a default address. You can add a new location while correcting or verifying the address. The client will automatically save the IP address or wireless access point identifiers for the location. When you places an emergency call from a defined location, the associated emergency address will be sent to emergency responders. Click Manage to view the automatically-added addresses or manually add a new address.
  • Outbound Caller ID🔒 (only visible if you were assigned a calling package): Select the default caller ID number when using the Zoom desktop client or mobile app to make a call. You can change the outbound caller ID number before making a call. 
    Note:
  • Country: Select the country code used for outbound dialing.
  • 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.

Call Handling

Note: Make sure the phone user set the correct time zone in your profile

After setting custom hours, you can customize how inbound calls are routed during these hours. 

  • Business Hours: Click Edit to change the times when you can answer calls. You can set business hours to span past 11:30 PM. This could be used if you work night shifts. You can also set business hours in increments of 10 mins by manually entering a time; for example, 11:10 PM.
  • Closed Hours: If you customized business hours, you can also set closed hours. 
  • Holiday Hours: Click Manage to designate certain days are holidays. 

Membership

  • Call Queues: Displays call queues you've been added to.
    • Receive Call Queue Calls: Enable or disable call notifications for inbound calls routed from call queues. This setting applies to the desktop client, mobile app, and desk phones. This setting also syncs with the identical desktop client and mobile app setting. Follow one of these options:
      • To enable/disable all calls from call queues: Click the Receive Call Queues Calls toggle.
        Note: If switching this toggle to on, and you previously set toggles to off for specific call queues, your previous configuration will take effect.
      • To enable/disable calls from specific call queues: Click View or Edit. Click the toggles to enable or disable call notifications from specific call queues.
  • Monitoring: If you have privileges to monitor calls, click View to see phone users you can monitor.
  • Monitored: If other phone users can monitor you, click View to see phone users with this privilege.
  • Shared Line Groups: Displays the shared line group you're a member of. You can only belong to one shared line group.
    • Receive calls from shared line group: Enable or disable call notifications for inbound calls routed from your shared line group. This setting applies to the desktop client, mobile app, and desk phones. This setting applies to the desktop client, mobile app, and desk phones. This setting also syncs across all platforms.

Delegation & Assistant

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.
  • If someone assigned you as their delegate, you can accept the delegation request.

Desk Phone

  • Keys & Positions: Change line key settings to set your default outbound caller ID for desk phones and customize the appearance of line keys.
  • 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.
    • Allow Hot Desking: Enable hot desking on the desk phone, allowing other phone users to sign in or out of your phone.
    • Phone screen lock: Enable a softkey that can lock the phone's screen. Your PIN will be required to unlock your phone. This feature is not supported on some devices
  • PIN Code: Click Show or Edit to enter a PIN. The PIN is used for checking voicemail, hot desking, and screen lock on your desk phone. Your Zoom Phone admin can set a length and complexity requirements for voicemail PINs. Contact your admin for more information.

Others

  • Voicemail🔒: Click 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.
  • 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.
  • 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 Audio Library to select, record, or upload custom audio. Select Disable to not play any hold music.
  • 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.

Customizing call handling settings

You can customize how calls are routed during business, closed, and holiday hours.

  • Call Handling: Click Edit to customize how calls are routed during the specified hours.
    Note: Turn off the Zoom Applications toggle if you don't want to receive calls on 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 Phone Number to forward to an external phone number not part of your Zoom Phone account. Click the check box if you want to require callers to press 1 before connecting to the custom phone number.
      Note: Make sure to select the correct country/region in the drop-down menu so you can add the external phone number. Some countries share the same country code, but appear has separate entries in the drop-down menu.
  • Call Handling Ring Mode: Select the method to distribute calls during business, closed, and holiday hours. You can only have one call handling ring mode for all hours specified.
    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 setting 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 setting to specify the sequence.
  • Max Wait Time: The maximum wait time before the call is handled as specified in the setting below (When a call is not answered).
  • When a call is not answered: Select how unanswered calls are handled during business hours.
    • Forward to voicemail🔒: Route calls to your voicemail.
    • Play a message, then disconnect🔒: Plays a custom message for the caller then hangs up the call. Click Audio Library to select, record, or upload custom audio.
    • Disconnect: Disables voicemail during the specified hours. The call will be disconnected without playing the voicemail greeting or routing to voicemail.
    • Forward to another extension: Route calls to another extension in the account.

Updating the time zone

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

Updating the time zone 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 time zone in the drop-down menu.
  3. Click Setup.

Updating the time zone in your profile

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

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, 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 profile settings.