Customizing audio greetings and hold music

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If you have Zoom Phone activated on your account, you can use the audio library to customize Zoom Phone audio. For example, you can customize your voicemail greeting that's played before a caller is routed to voicemail. 

To learn more about the settings these greetings are attached to, see a list of call handling settings.

This article covers:

Prerequisites for customizing audio greetings and hold music

How to customize audio greetings and hold music

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone
  3. Click the Settings tab.
  4. In the Call Handling section, do one of the following for when a call is not answered:
    Depending on your call handling settings selection, you will see one of these settings as mentioned in the call handling audio greetings table below.
  5. Use the Default audio, or click Edit, then select one of the following:
      • Choose from Asset Library: Choose an audio greeting if your account has an audio library set up.
      • Add Audio: Add an audio greeting.
  6. In the Others section, to the right of Hold Music, use the Default audio or click Edit, then select one of the following:
    • Choose from Asset Library: Choose an audio greeting if your account has an audio library set up.
    • Add Audio: Add an audio greeting.
      An audio will play for the other party when you place the call on hold. This applies when you are using the desktop client, mobile app, or a desk phone provisioned by your admin.
      Note: This setting doesn't apply to parked calls. Parked calls are placed on hold but the call participant on hold will hear the default Zoom hold music. Currently, you can't customize the hold music for parked calls.
  1. Select an existing audio file in your audio library. Alternatively, follow the steps to record custom audio or upload an audio file

Call handling audio greetings

Note: After the voicemail greeting,  Zoom will play a tone to indicate that voicemail recording has started. There is not a standard audio prompt to state "leave a voicemail after the tone". You can optionally state these instructions as part of your voicemail greeting.

Routing settings for When a call is not answered Resulting audio setting
  • Forward to voicemail
  • Disable both of these options:
    • Allow callers to reach an operator
    • Allow caller to check voicemail

Greeting & Leave voicemail instruction: Plays before routing the call to your voicemail. This greeting should also include the instructions for leaving voicemail. 

  • Forward to voicemail
  • Enable at least one of these options:
    • Allow callers to reach an operator
    • Allow caller to check voicemail.

Greeting & Menu: Plays before giving the caller the option to connect to the operator and/or leave voicemail. This greeting should explain the IVR menu displayed in call handling settings. 

This option will have one of these labels depending on which options you enabled:

    • Greeting & Menu: Connect to operator or leave voicemail
    • Greeting & Menu: Connect to operator, leave or check voicemail
    • Greeting & Menu: Leave or check voicemail 

Leave voicemail instruction: Plays after the initial voicemail greeting above and the caller presses 1 to leave a voicemail. This greeting should include the instructions for leaving voicemail.

Play a message, then disconnect

 

Message Greeting: Plays the default or custom message for the caller then hangs up the call. 

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