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Zoom Support Maintenance: 9/18/2021

Date and time: 9/18/2021 at 1PM PST for 10 hrs 30 min

We will be performing routine maintenance for Zoom Support. During this time, users may experience system delays or longer than expected wait times when contacting Zoom Support via phone, chat or web submission. All other request methods, based on your plan, will be available during this time. Please refer to https://support.zoom.us/hc/articles/201362003 for available contact options.

Affected components: Zoom Support Center

Changing auto receptionist settings Follow

Overview

After creating auto receptionists, you can change each auto receptionist's settings. See the auto receptionist article to learn more.

Note:

This article covers:

Prerequisites

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

Changing auto receptionist settings

Note: Use Zoom Phone role management to allow a phone user to access or manage an auto receptionist's settings. You can also change policy settings to control certain features.

  1. Sign in to the Zoom web portal,
  2. In the navigation menu, click Phone System Management then Auto Receptionists.
  3. Click an auto receptionist's name.
    You will see the following information and options in the Profile tab:
  • Display Name: Click Edit beside the auto receptionist's name and enter a new one.
  • Site (only visible if you have multiple sites): Displays the site that the auto receptionist belongs to.
  • Extension Number: Click Edit to change the extension number assigned to the auto receptionist.
  • Number(s): Click Add to assign direct phone numbers to the main auto receptionist. Numbers in blue text are direct phone numbers assigned to the main auto receptionist.
    Note: If you're editing the main auto receptionist, the phone number with the drop-down menu indicates the main company number. To change the main company number, click the drop-down menu and select another direct number assigned to the main auto receptionist. If you have multiple sites, the main company number is assigned to the main auto receptionist of the main site.
  • Time Zone: Click Edit to change the time zone used for the Business Hours option below.
  • Business Hours / Closed Hours / Holiday Hours: Customize how inbound calls are routed during business, close, or holiday hours.
  • Voicemail: Share the auto receptionist's voicemail inbox
    Note: To allow callers to leave messages in the auto receptionist's voicemail, change the Business Hours or Closed Hours setting to route to the current extension's voicemail.
  • Communications Content Storage Location: Manage the storage location of Communications Content.

Customizing business, closed, and holiday hours

You can customize times that the auto receptionist is available to route calls.

  1. Sign in to the Zoom web portal,
  2. In the navigation menu, click Phone System Management then Auto Receptionists.
  3. Click an auto receptionist's name.
  4. Customize these settings:
  • Business Hours: Check Edit to change the times when the auto receptionist will answer calls. You can set business hours to span past 11:30 PM. This could be used if the auto receptionist routes to phone users or call queue members that 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 set business hours, customize calls are routed outside of business hours. Click Edit to customize the routing options for closed hours.
  • Holiday Hours: Click Manage to designate certain days and hours as holidays and customize the routing options for holiday hours. For example, you could directly route calls to voicemail or play a custom message to tell the caller that the office is away on holiday. 

Routing options

You can also customize how inbound calls are routed during business, close, or holiday hours:

  • Greeting Prompt: Select a greeting prompt from the drop-down menu or click Audio Library to select, record, or upload custom audio. The greeting will play before routing the caller. You can also select Disable to not play a greeting prompt.
    Note: Some of the routing options have a secondary audio prompt. For example, if you route to an IVR, the greeting prompt will play first, followed by the IVR's audio prompt.
  • Route to: Click Edit to select where the auto receptionist will route to after playing the greeting prompt. By default, calls are routed the auto receptionist's dedicated voicemail inbox.
    In the Route to drop-down menu, select a routing option, then use the text box to specify the route:
    • Voicemail
      • Voicemail Greeting: Click Audio Library to select, record, or upload custom audio. The greeting plays before routing the call.
        Note:
      • If routing to another extension's voicemail, the voicemail greeting you set will override the greeting set for that extension.
      • If you're routing to a phone user's voicemail, select Follow User Voicemail Greeting in the drop-down menu to use the phone user's greeting instead of selecting a replacement.
    • Message: Click Customize to record or upload audio that will play after the initial greeting prompt set above.
    • User
    • Zoom Room
    • Common Area Phone
    • Auto Receptionist: Route to another auto receptionist.
    • Call Queue
    • Shared Line Group
    • Interactive Voice Response (IVR)
    • Contact Center
    • External Contact: If the account has a directory of external users, you can route calls to an external contact.
    • Phone Number: Route to an external phone number.
      Note:
      • To enable this option, you must have a direct number assigned to the auto receptionist.
      • Calls routed to an external phone number will be billed at the plan rate.
      • 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.