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Customizing audio greetings and prompts for extensions Follow


You can use the Zoom Phone audio library to select. record, or upload custom audio for various Zoom Phone prompts. These prompts are usually played before routing the call.

This article lists the custom audio you can customize for extensions in your account. Click the embedded links for more information.


  • You can also customize the default audio applied to extensions.
  • If you set an auto receptionist's, call queue's, or IVR's Voicemail Greeting when routing to another extension's voicemail, it will override the greeting set for that extension. If you're routing to a phone user's voicemail, select Follow User Voicemail Greeting in the drop-down menu to use the phone user's greeting instead of selecting a replacement.

This article covers:


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

Auto receptionists

  • Greeting prompt: Plays during business hours or closed hours before the auto receptionist routes calls.
  • Voicemail Greeting: Plays before routing to a voicemail inbox of an extension.
  • Message: Plays a custom message then hangs up the call.


  • Audio prompt: Explains the IVR menu to callers. The IVR's audio prompt plays after the associated auto receptionist's greeting prompt.
    Note: If you have a multi-level IVR system, you can disable audio prompts to avoid playing multiple audio prompts for callers.
  • Voicemail Greeting: Plays before routing to a voicemail inbox of an extension.

Call queues

  • Greeting Prompt: Plays before routing the caller based on the call distribution method.
  • Audio While Connecting: Plays for the inbound caller waiting to be routed to an available member.
  • Music on Hold: Plays for the inbound caller when they're placed on hold by a call queue member.
  • Voicemail Greeting or any option that begins with Greeting & Menu: Plays before routing to a voicemail inbox of an extension.
  • Leave voicemail instruction: Plays after the initial voicemail greeting above. This greeting should include the instructions for leaving voicemail. Play the default greeting for an example.
  • Recording disclaimer prompt (Play a prompt to call participants when the recording has started): Warns call participants that the call will be recorded (ah hoc or automatic recording). 

Shared line groups

Phone users

Account-level audio

These settings can only be customized at the account level.

  • Hold Music: Plays for the other party when a phone user places the call on hold.
  • Audio While Connecting: Plays for inbound callers when they are trying to reach a phone user.