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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: 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.
  • 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 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: 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 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 handling 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 Phone Number to forward to an external phone number; for example, a personal phone number not part of Zoom Phone. You can also edit or delete existing external phone numbers.
      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.
    • Require to press 1 before connecting the call: Click the check box if you want to require callers to press 1 before connecting to external phone numbers added above.
  • 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.
      • Voicemail Greeting: Select a greeting from the drop-down menu or click Audio Library to select, record, or upload custom audio.
      • Allow callers to press Zero to reach an operator, or press One to leave a message: Allow callers to press 0 to reach the operator, or press 1 to leave a voicemail message. The operator can be set to any phone user, call queue, auto receptionist, or shared line group. This setting is also available in the default call handling settings for the account or site. After enabling this option, you can select, record, or upload custom audio.
    • 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.

Creating a phone user template

Each site has a user template you can customize to easily apply pre-defined settings when adding phone users.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Company Info.
  3. Follow one of these options depending on if you have multiple sites:
    • If you enabled multiple sites: Click the name of the site you want to edit, then click the Settings tab.
    • If you disabled multiple sites: Click Account Settings.
  4. In the Template section, click Manage.
  5. (Optional) Check Specify a user template to be assigned to SSO users to apply a specified template to all new SSO phone users.
  6. Click Add.
  7. Enter a name to help you identify the template, then click Confirm.
  8. Specify the phone user settings and policy settings for the template.
    Note: Some settings can't be applied to the template and need to be specified for each phone user.