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Changing Zoom Phone policy settings Follow

Overview

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.

Note: Policy settings for extensions will override the account setting. For example, you could disable international calling for the entire account, while allowing specific phone users to place international calls.

This article covers:

Prerequisites

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

Accessing policy settings

Account

  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 the toggles to enable or disable policy settings. See the table below for available settings.

Note: If you set a different setting for a specific phone user, common area phone, or Zoom Room, click View to see extensions that are exempt from the policy set for the entire account.

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.

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.

Removing 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

You can enable or disable the policy settings for the following extensions:

Note:

  • For policy settings only available at the site level, these policies can be changed in the account-level policy settings if you have a single site.
  • If an account or site policy is also available at the extension level, the policy setting at the extension level will override the account or site policy.
Policy setting Entire account Site Phone user

Common area phone

Zoom Room Call queue
Ad Hoc Call Recording: The extension can record calls using in-call controls. If disabled, they can still access existing call recordings.

Note
: If enabled, phone users can play, download, or delete their own ad hoc recordings. You can control the level of access that phone users have.
       
Automatic Call Recording: Zoom Phone calls are automatically recorded. Before the call is connected, both parties will hear an audio prompt notifying them that the call will be recorded.        
Data Retention Duration: Configure rules for what data is retained, the duration of the retention period, and how to delete data after the retention duration.          
Emergency Address Management: The phone user can change their emergency address.          
Emergency Calls: The phone user can place emergency calls. Emergency calls are routed based on emergency call routing settings. If disabled, the phone user will hear an audio prompt when they make an emergency call.          
Hot Desking: Allow device to use hot desking.          
International Calling: The extension can make international calls. If disabled, they will hear an audio prompt informing them that the call cannot be completed. You can also specify countries/regions that users can call.    
Nomadic Emergency Services: Nomadic emergency services provides the ability to dynamically detect and report a users location for emergency calling.          
Recording Disclaimer Prompt: Play a prompt to call participants when the recording has started. You can apply this policy setting to ad hoc or automatic recordings.          
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.      
Voicemail: Phone users can receive, access, and share voicemails.    ✔      
Voicemail Transcription: Phone users can access voicemail transcriptions in the Zoom Desktop Client or voicemail notification emails.       ✔ 

 

Customizing settings for ad hoc or automatic call recording

If you enable Automatic Call Recording, you can customize these settings:

  • Recording calls of (only available if enabling automatic call recording for phone users): Specify to record inbound calls, outbound calls, or both.
  • Play a prompt to call participants when the recording has started: Play a disclaimer prompt warning call participants that the call will be recorded. The prompt is played before the call is connected. Select the default prompt, or click Audio Library to select, record, or upload custom audio.

If you enable Ad Hoc Call Recording, you can customize the setting to play a prompt to call participants.

Note:

  • By default, phone users can access, download, and delete their own ad hoc recordings. You can change their level of access.
  • By default, automatic recordings for phone users are only accessible by admins. Automatic recordings for call queues are accessible by admins and associated call queue managers.
  • Share recordings to allow phone users to access, download, or delete automatic recordings.
  • Ad hoc and automatic recordings end if the phone user transfers the call
  • If a phone user adds a call while automatic call recording is enabled, the recording will continue for the initial call. Zoom Phone will also automatically start a new recording for the added call. When they merge the call, the new recording will continue for the merged call.

Changing allowed countries/regions for outbound calling

After changing the policy setting for international calling, you can change the countries/regions phone users can call.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Account Management then Billing.
  3. Scroll down to the Zoom Phone row.
  4. Click View/Edit Countries/Regions.
  5. Click the check boxes to specify countries/regions that phone users can call.
  6. Click Save.