Note: As our world comes together to slow the spread of COVID-19 pandemic, the Zoom Support Center has continued to operate 24x7 globally to support you. Please see the updated Support Guidelines during these unprecedented times.

Important: Starting September 27, Zoom will require that all meetings have a Passcode or a Waiting Room enabled for accounts with a single licensed user, Pro accounts with 2 or more licenses, and Business accounts with 10-100 licenses. For further information, please see our reference our Frequently Asked Questions.

Changing phone user settings Follow


After adding users to Zoom Phone, you can change phone users' settings.

Note: There are also account-level settings that can be applied to all phone users in the account, and policy settings that enable or disable certain phone features.

Accessing a phone user's settings

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the name of the phone user you want adjust settings for.
    You will see the following information and options:


Profile tab

  • Site (only visible if you have multiple sites): Displays the site that the phone user belongs to. Select another site using the drop-down menu to move the user to another site.
  • Package: Click Assign to assign an outbound calling package. Click × next to an assigned package to remove it.
  • Extension Number: Click Edit to change the extension number assigned to the phone user.
    • Some extension numbers are reserved and cannot be used.
    • Extension numbers can be 3 to 6 digits. If you require longer extension numbers, contact Zoom.
    • If you have multiple sites and enabled site codes, the sum of the extension number and site code must be less than or equal to the maximum extension length.
    • If you try to change the extension to one that's already in use, the error message will show the display name associated with the extension.
  • Number(s): Click Assign to assign direct phone numbers to the phone user. This setting is only visible if you assign a package.
  • Emergency Address: Set the phone user's emergency address using the following options.
    • Click Add to assign an emergency address if the user doesn't have one.
    • Click Manage to edit the emergency address assigned to the user. You can select the default address or click New Emergency Address to add a new address. If you have multiple sites, you can select addresses assigned to the site or the site's default address.

      Note: Click the Policy tab to control if phone users can change their emergency address.
    • Personal Emergency Address: Click Manage to view or add personal emergency addresses part of the nomadic emergency services feature.
  • Outbound Caller ID (only visible if you assign a package): Select the default caller ID number when using the Zoom Desktop Client or Mobile App to make a call. The user can change their caller ID number before making a call.
  • Country (only visible if you assign a package): Select the country code used for outbound dialing.
  • Area Code (only visible if you assign a package): Click Set or Edit to change the default area code for outbound calling. When the phone user dials a number without an area code, Zoom Phone will use this area code.

Policy tab

Policy settings allow you to enable or disable certain Zoom Phone features.

History tab

View the call logs for the selected user.

User Settings tab

Note: Settings marked with an asterisk (*) are only visible if they apply to the phone user. For example, you will only see Desk Phone(s) if the phone user has assigned desk phones.

Call Handling

Note: Make sure the phone user set the correct timezone in their profile

  • Business Hours: Click Edit to change the times when the user can answer calls (business hours). You can set business hours to span past 11:30 PM. This could be used if you work night shifts. You can also set business hours in increments of 10 mins by manually entering a time; for example, 11:10 PM.
  • Closed Hours: If you customized business hours, you can also customize how inbound calls are routed during closed hours. By default, inbound calls during closed hours will be forwarded to voicemail.
  • Holiday Hours: Click Manage to designate certain days are holidays. You can customize how calls are routed during holidays. For example, you could directly route calls to the phone user's voicemail or play a custom message to tell callers that the user is away on holiday.


  • Call Queues: Displays a list of call queues the user belongs to.
    • Receive calls from call queues: Enable or disable call notifications for inbound calls routed from call queues. This setting applies to the desktop client, mobile app, and desk phones.
  • Monitoring: If you granted privileges for the phone user to monitor calls, click View to see phone users they can monitor.
  • Monitored: If other phone users can monitor this user, click View to see phone users with this privilege.
  • Shared Line Groups: Displays the shared line group the phone user is a member of. They can only belong to one shared line group.
    • Receive calls from shared line group: Enable or disable call notifications for inbound calls routed from the shared line group. This setting applies to the desktop client, mobile app, and desk phones.

Delegation & Assistant

Assign another phone user to make and receive calls on the current user's behalf.

Desk Phone

Voicemail & Call Recording


  • Blocked List: Click View or Edit to see a list of numbers and prefixes that are blocked for the selected user. Click Add to block prefixes or numbers for the user. You can also managing the blocked list at the account level.
  • Hold Music: The hold music plays for the other party when a phone user places the call on hold. Select audio from the drop-down menu or click Audio Library to select, record, or upload custom audio. Select Disable to not play any hold music.
  • Audio Prompt Language: Use the drop-down menu to select the default language for automated audio prompts. These prompts play for inbound callers to give them additional instructions. For example, if the caller is routed to your voicemail, your voicemail greeting will play followed by the automated prompt: "Please record your message after the tone. Press any key or stop talking to end the recording".
  • User Status: Displays the status of the user's Zoom Phone license. If you disable the user, they will still appear in Users & Rooms but can't make or receive calls. User information like call history and voicemail messages will be retained in case you decide to reactivate their account.

Customizing call routing settings

You can customize how calls are routed during business, closed, and holiday hours.

  • Call Handling: Click Edit to customize how calls are routed during the specified hours.
    Note: Turn off the Zoom Applications toggle if you don't want to receive calls on the Zoom Desktop Client and Mobile App.
    • If you set the Call Handling Ring Mode to Simultaneous, use the toggles to enable or disable each option.
    • If you set the Call Handling Ring Mode to Sequential, use the arrow icons or click and drag to rearrange the order. 
    • Click Add Personal Phone Number to forward to a custom phone number; for example, a personal phone number not part of Zoom Phone. Click the check box if you want to require callers to press 1 before connecting to the custom phone number.
      Note: Make sure to select the correct country/region in the drop-down menu so you can add the external phone number. Some countries share the same country code, but appear has separate entries in the drop-down menu.
  • Call Handling Ring Mode: Select the method to distribute calls during business, closed, and holiday hours. You can only have one call handling ring mode for all hours specified.
  • Note: Zoom applications refers to both the Zoom desktop client and mobile app.
    • Select Simultaneously to ring the Zoom app and specified devices at the same time. After selecting this option, edit the Call Handling setting to specify the routes.
    • Select Sequentially to ring the Zoom app and devices one at a time.
      After selecting this option, edit the Call Handling setting to specify the sequence.
  • Max Wait Time: The maximum wait time before the call is handled as specified in the setting below (When a call is not answered).
  • When a call is not answered: Select how unanswered calls are handled during the specified hours.
    • Forward to voicemail: Route calls to voicemail.
    • Play a message, then disconnect: Plays a custom message for the caller then hangs up the call. Click Audio Library to select, record, or upload custom audio.
    • Disconnect: Disables voicemail during the specified hours. The call will be disconnected without playing the voicemail greeting or routing to voicemail.
    • Forward to another extension: Route calls to another extension in the account.