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Changing account-level settings Follow

Overview

Admins can change account-level settings that apply to all Zoom Phone extensions (phone users, call queues, auto receptionists, and common area phones) in the account. 

This article covers:

Prerequisites

  • Pro, Business, or Education account
  • Account owner or admin privileges
  • Zoom Phone license

Company info

To access Company Info settings:

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Company Info.
  3. You can changes these settings:
    Note: If you have multiple sites, see the settings you can change for each site.
  • Country: Displays the country of the organization's default emergency address. The country determines the reserved extension numbers that you can't use.
  • Caller ID Name: Click Change to customize the outbound caller ID name.
  • SIP Zone: Displays the server location used by Zoom Phone. By default, Zoom selects the nearest location based on the default emergency address.

Account settings

To access account settings:

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Company Info.
  3. Click Account Settings at the top.
  4. Click the Settings tab.
    You can change these settings in the following tabs:

Settings tab

Multiple Sites

Displays settings to enable and manage multiple sites.

Emergency Calling

Set up emergency calling and routing

Note: If you have multiple sites, you must set up emergency calling for each site.

Emergency Address & Location

View all emergency addresses that belong to the site.

Notifications

  • When assigning extension number users: Click the toggle to enable or disable email notifications when you assign direct phone numbers to phone users. If the number is in the process of being ported, the user will get an email notification when porting is complete.
  • When assigning numbers to users: Click the toggle to enable or disable email notifications when you assign extension numbers to phone users. This includes the welcome email that is sent when you assign a Zoom Phone license to a user.
  • When users receive voicemails: Click the toggle to enable or disable email notifications for users when they receive new voicemail messages. Email notifications will contain the duration, date/time, and caller ID of the associated call.
    • Include voicemail file: Attach the voicemail MP3 file to email notifications.
    • Include voicemail transcription: Attach the voicemail transcription as a TXT file if Zoom was able to transcribe the voicemail message.
      Note: Users can still view or download voicemail messages and transcriptions using the Zoom client or web portal. If you enable this and a phone user has access to a shared voicemail inbox, they will receive email notifications for the shared voicemail inbox.
  • When a desk phone is offline: Click the toggle to enable or disable email notifications when any provisioned desk phone is offline (disabled by default).
    • Use the drop-down menu to select the amount of time desk phones need to be offline before email notifications are sent.
    • Email Recipients: Click Add, enter email addresses that will receive notifications, then click Save.

Desk Phone

Change settings for provisioned desk phones.

Hours

Note: If you have multiple sites, you need to set default business hours for each site.

  • Default Business Hours: Set the default business hours when phone users can take calls.  You can also set business hours to span past 11:30 PM. This could be used for phone users that work night shifts.
  • Default Holiday Hours: Click Set or Edit to designate certain days are holidays for all users, auto receptionists, and call queues in the site.. You can customize how calls are routed during holidays. For example, you could directly route calls to voicemail or play a custom message to tell the caller that the office is away on holiday. You have access to the same routing settings as closed hours.

Security

  • PIN Code Requirement: Change length and complexity requirements for voicemail PINs. Phone users need the PIN to check voicemail on their desk phone.
    Note: These settings are only enforced from the time you change the setting. Any phone users with previously-created PINs will not be required to change their PIN if it doesn't meet the requirements.
    • PIN length: Specify the required minimum length for voicemail PINs. You can set a value between 4 to 20.
    • The PIN is not same as the extension number: Don't allow phone users to set a PIN that matches their extension number.
    • The PIN cannot contain group of repeated digits: Don't allow phone users to set a PIN that contains repeated numbers; for example, 111111 or 333333.
    • The PIN cannot be an ascending or descending group of digits: Don't allow phone users to set a PIN that contains an ascending or descending sequence of numbers. For example, 123456 or 987654.

Other

  • 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 audio prompt: "Please record your message after the tone. Press any key or stop talking to end the recording".
    Note: If you have multiple sites, you can set the audio prompt language for each site. Phone users can set their own audio prompt language to fit their region.
  • Audio While Connecting: The audio while connecting plays for inbound callers when they are trying to reach a phone user. Select audio from the drop-down menu, or click Audio Library to select, record, or upload custom audio
    Note
    : This does not apply to call queues. Call queues have their own Audio While Connecting setting that plays for callers waiting in the queue.
  • Hold Music: The hold music plays for the other party when a phone user places the call on hold. Select audio from the drop-down menu, or click Audio Library to select, record, or upload custom audio.
    Note: Phone users will be able to change or disable their hold music in their settings. The hold music does not apply to call queues. Call queues have a separate setting called Music on Hold, which plays when the call queue routes a call, then a member places the call on hold.
  • Dial by Name Directory: Enable a dial-by-name directory that allows callers to search your account's phone users by entering a name.
    Note: If you have multiple sites, you can set up the dial-by-name directory for each site

Policy tab

Voicemail transcription: Enable or disable voicemail transcriptions accessible in the Zoom Desktop Client or voicemail notification emails.
Note: You can access additional policy settings at the user, site, or account level.

Blocked List tab

Add or remove numbers in the blocked list.

Block Calls without Caller ID: Block all inbound callers that hide their caller ID