Changing Zoom Phone policy settings

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:

• How to access policy settings
  
  • Account (using account management)
  • Site
  • Group (using group management)
  • Extension (phone user, common area phone, Zoom Room, or call queue)
• Available policy settings

Prerequisites for changing Zoom Phone policy settings

• Zoom Phone license
• Paid Zoom account

  Note: Standalone customers (accounts with one user) can’t use group management.

• Account owner or admin privileges

• Admins must have the following privileges to access these Zoom Phone setting levels:

  • Group-level policy settings: Groups privilege

  • Site-level policy settings: Phone Site Admin or Phone Super Admin default role; or Phone Management privilege

  • Account-level policy settings: Account settings privilege

Note: 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 on the desired group name.
4. Click the Zoom Phone tab.
5. 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. 
6. 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.
7. (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:
   • Users & Rooms (Users, Zoom Rooms, or Common Area Phone tab)
     Note: If you signed up for a new Zoom account after May 21, 2022; or the New Common Area Experience is enabled on your account, common area phones have migrated to the new Common Area tab in the Users & Rooms page.
   • Call Queues
3. Click the Policy tab.
4. Click the toggles to enable or disable policy settings. See the table below for available settings.

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	✔	✔	✔*	✔	✔
Allowed Calls/SMS Locations	✔	✔	✔	✔	✔	✔
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 Live Transcription	✔	✔	✔	✔
Call Overflow or Call Transferring	✔	✔	✔	✔
Call Queue Opt-out Reason	✔		✔				✔
Call Queue Pickup Code							✔
Check voicemails over phone	✔	✔	✔*
Delegation	✔	✔	✔	✔
Desktop Power User				✔
Display Zoom Phone numbers in E.164 format: Specify the default Zoom Phone numbers format in all products admin portals.	✔
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.				✔
End Personal conference call once the call originator drops: Personal conference call ends when the originator who first merges participants into the conference drops.	✔
External Calling on Zoom Rooms Common Area						✔
Hand Off to Room	✔	✔	✔	✔
Hot Desking					✔
International Calling	✔	✔	✔	✔	✔	✔
IP Address Access Control: Allow the access of phone recording/voicemail/videomail only from specific IP addresses	✔
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.	✔	✔	✔*
Personal Voicemail & Videomail	✔	✔	✔*	✔
Restricted Calls/SMS Hours	✔	✔	✔	✔	✔	✔
Select the number of source ports	✔
Select 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 an 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.	✔	✔	✔	✔			✔	✔
SMS Etiquette Tool: Identify defined keywords and text patterns over SMS and prevent users from sharing unwanted messages.	✔	✔
Soft Delete Users	✔
Soft Delete History, Voicemail and Recordings	✔
Voicemail					✔		✔	✔
Voicemail notification by email							✔	✔
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 groups.	✔	✔	✔*	✔	✔ (Only voicemail transcription is supported at this time)		✔	✔
Zoom Phone on Mobile	✔	✔	✔*
Zoom Phone on PWA	✔	✔