Changing Zoom Phone policy settings

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Admins can use Zoom Phone policy settings to enable or disable certain Zoom Phone features. Policy settings can be applied to the entire account or specific phone users, common area phones, Zoom Rooms with a Zoom Phone license, or call queues. You can use a template to bulk apply certain policy settings.

Note: Starting on March 20, 2022, policy settings are available in group management. Learn more about these changes and how it affects the policy settings hierarchy

This article covers:

Prerequisites for changing Zoom Phone policy settings

Notes: By default, Zoom Phone admins with the Phone Site Admin role do not have access to group management to change group-level policies.

How to access policy settings

Account (using account management)

Note: This section only applies to these account-level only policy settings, Automatically Call From 3rd Party Apps, Monitoring, Soft Delete Users.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Account Management then Account Settings.
  3. Click the Zoom Phone tab.
  4. Locate the policy setting you want to change. See the table below for available settings.
    Tip: Enter keywords in the search bar above the Zoom Phone tab to find settings. 
  5. Click the toggles to enable or disable the policy setting. 
  6. (Optional) To prevent all users in the account from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Site

Note: This section only applies if you have multiple sites.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Company Info.
  3. Click the name of the site you want to edit.
  4. Click the Policy tab.
  5. Click the toggles to enable or disable policy settings. See the table below for available settings.

Group (using group management)

  1. Sign in to the Zoom web portal.
  2. In the navigation panel, click User Management then Groups.
  3. Click the Zoom Phone tab.
  4. Locate the policy setting you want to change. See the table below for available settings.
    Tip: Enter keywords in the search bar above the Zoom Phone tab to find settings. 
  5. Click the toggles to enable or disable policy settings.
    Note: Group settings labeled with Using account setting means you haven’t modified the group level setting and it’s currently using the account setting.
  6. (Optional) To prevent all users in the group from changing this setting, click the lock icon , and then click Lock to confirm the setting.
    Note: For users in multiple groups, the primary group takes priority over other groups. See the priority table for more information.

Extension (phone user, common area phone, Zoom Room, or call queue)

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management and go to one of these pages:
  3. Click the Policy tab.
  4. Click the toggles to enable or disable policy settings. See the table below for available settings.

How to remove extensions from being exempt

If you set a different policy setting for a specific extension, you can remove this exemption so that the account-level policy setting is applied.

Note: This only applies to the policy settings for ad hoc call recording, automatic call recording, and international calling.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Account Management then Account Settings.
  3. Click the Zoom Phone tab.
  4. Click View under a policy setting to view all extensions that have a different policy setting than the account-level settings.
    Note: For the Automatic Call Recording policy settings, click Privileged Extensions to see all users that have it enabled.
  5. Click the check boxes to select extensions.
  6. Click Remove.

Available policy settings

The following table indicates available policy settings at various levels and extensions. Learn more about the priority that policy settings are applied.

Notes:

Settings marked with an asterisk (*): You can only change these policy settings at the site level if you have multiple sites. If you disabled multiple sites, you can only change these at the account or group level.

Policy setting Account
Group Site
Phone
user

Common
area
phone

Zoom
Room
Call
queue
Auto receptionist
Ad Hoc Call Recording ✔*      
Allow member Ad Hoc Call Recording for Queue Calls              
Auto Delete Data After Retention Duration: Configure rules for what data is retained, the duration of the retention period, and how to delete data after the retention duration.     ✔*          
Audio Intercom ✔*      
Automatic Call Recording    

Automatically Call From 3rd Party Apps: Allow third-party apps to place a Zoom Phone call.

Note: This feature needs to be enabled by Zoom.

             
Automatically delete Inactive and Soft Deleted users              
Call Forwarding to External Numbers: Allow phone users to forward to external phone numbers using their call handling settings.
         
Call Overflow or Call Transferring
       
Call Queue Opt-out Reason
         
Call Queue Pickup Code
             
Check voicemails over phone
✔*          
Delegation
       
Desktop Power User              
Elevate a Call to a Meeting
       
Emergency Address Management     ✔*        
Emergency Calls to Public Safety Answering Point (PSAP): The phone user can place emergency calls to a PSAP. Emergency calls are routed based on emergency call routing settings.              
Hand Off to Room
       
Hot Desking              
International Calling    
Mobile Switch to Carrier
         
Monitoring              
Nomadic Emergency Services     ✔*          
Personal Audio Library: Allow phone users to change their voicemail greeting, message greeting, and/or hold music. If disabled, default audio settings will be applied and phone users can't change it. ✔*          
Selecting Outbound Caller ID: The extension can select their outbound caller ID number before placing a call. If disabled, they can only use their default outbound caller ID number. ✔*    
Set caller ID viewing preferences for redirected calls
    ✔*          
Shared voicemail notification by email: Users will receive email notification when there is a new shared voicemail.
✔*        
SMS: Allow phone users or call queue / auto receptionist members to send and receive SMS messages    
Soft Delete Users              
Soft Delete History, Voicemail and Recordings
             
Personal Voicemail & Videomail ✔*  ✔        
Voicemail            
Voicemail/videomail Transcription: Phone users can access voicemail transcriptions in the Zoom desktop client or voicemail/videomail notification emails.

Note: This policy setting is also available for auto receptionists, call queues and shared line group.
✔*     ✔ 
Voicemail notification by email
           

Zoom Phone on Mobile

✔*          

 

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