Changing phone user settings

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


This article covers:

Prerequisites for changing phone user settings

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

How to access 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.

Customizing phone user settings

You can customize the following settings:

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 special service numbers 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: Displays the emergency address provided to first responders when dialing an emergency number. Click Manage to change the phone user's emergency address or add personal locations.
    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 the phone user has a calling 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.
  • Time Zone: The time zone that the phone user set in their profile.

Policy tab

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

History tab

View the call history 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 time zone in their profile

After setting custom hours, you can customize how inbound calls are routed during these hours. 

  • Business Hours: Click Edit to change the times when the user can answer calls. 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 set closed hours. 
  • Holiday Hours: Click Manage to designate certain days are holidays. 


  • Call Queues: Displays a list of call queues the user belongs to.
    • Receive Call Queue Calls: Enable or disable call notifications for inbound calls routed from call queues.
    • Receive Call Queue Calls: Enable or disable call notifications for inbound calls routed from call queues. This setting applies to the desktop client, mobile app, and desk phones. This setting also syncs with the identical desktop client and mobile app setting. Follow one of these options:
      • To enable/disable all calls from call queues: Click the Receive Call Queues Calls toggle.
        Note: If switching this toggle to on, and you previously set toggles to off for specific call queues, your previous configuration will take effect.
      • To enable/disable calls from specific call queues: Click View or Edit. Click the toggles to enable or disable call notifications from specific call queues.
      • If the call queue opt-out reasons feature is enabled, you will not have to select a reason for opting out of the call queue. Only members need to select a reason when turning off the Receive Queue Call toggle in the Zoom web portal or desktop client / mobile app.
  • Monitoring: If you granted privileges for the phone user to monitor calls, click View to see phone users, call queues, or shared line groups they can monitor.
  • Monitored: If other users can monitor this user, click View to see the relevant extensions 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.


Set up audio intercom.

Desk Phone

  • General Settings:
    • Use custom settings to let the user manage the general configuration of their desk phones, otherwise select Use account settings, or site settings to manage those configurations at those levels.
    • To the right of Web Interface, click the toggle to enable it, to allow the user to access the web portal of their devices.
    • To the right of Admin Password, click Show or Edit, to change the password of their devices.
  • Keys & Positions: Change line key settings.
  • Desk Phone(s): Displays phones or devices provisioned for the user. Learn more about adding and provisioning user phones.
    • Allow Hot Desking: Enable hot desking on the desk phone, allowing other phone users to sign in or out of their phone.
    • Phone screen lock: Enable a softkey that can lock the phone's screen. The phone user has to enter their PIN to unlock their phone. This feature is not supported on some devices
  • PIN Code: Click Show or Edit to enter the phone user's PIN. The PIN is used for checking voicemail, hot desking, and screen lock on a desk phone. You can also set a minimum required length for voicemail PINs; or create a template to apply a random PIN to phone users.

Voicemail & Call Recording


  • Blocked List: Manage the blocked list for the phone user.
  • 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 customize 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.

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