Customizing call handling settings Follow

Overview

Admins and phone users can customize call handling settings to determine how calls are routed during business, closed, or holiday hours. For example, you can customize settings so that during business hours, you receive calls on the Zoom desktop client and mobile app, but during closed hours, all calls go straight to your voicemail.

This article covers:

Prerequisites

  • Pro, Business, or Education account
  • Zoom Phone license

Note: Some call handling settings can be restricted by admins using policy settings.

Accessing call handling settings

Admin

Note: Admins can also customize default call handling settings for the account or site.

  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.
  4. Click the User Settings tab.
  5. In the Business Hours or Closed Hours section, click Edit next to Call Handling
    Note: To edit call handling settings for Holiday Hours, click Manage next to Holiday List & Call Handling, select a holiday, then click Edit next to Call Handling.

Phone user

  1. Sign in to the Zoom web portal.
  2. Click Phone.
  3. Click the Settings tab.
  4. In the Business Hours or Closed Hours section, click Edit next to Call Handling
    Note: To edit call handling settings for Holiday Hours, click Manage next to Holiday List & Call Handling, select a holiday, then click Edit next to Call Handling.

Customizing call handling settings

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

Note: The lock icon (🔒) means a Zoom Phone admin can restrict access to the setting or its options.

  • Call Handling: Click Edit to customize how calls are routed during the specified hours.
    Note
    • Zoom Applications toggle: 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 Simultaneously, use the toggles to enable or disable each option.
    • If you set the Call Handling Ring Mode to Sequentially, 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 you've 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 business hours.
    • Forward to voicemail🔒: Route calls to your voicemail.
      • Allow callers to reach an operator🔒: 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. After enabling this option, you can customize audio.
        Note: For admins, this setting is also available in the default call handling settings for the account or site.
      • Allow caller to check voicemail🔒: Allow callers to check voicemails over phone.
      • Greeting: Select a greeting from the drop-down menu or click Audio Library to customize audio. See the article about audio greetings for more information.
    • Play a message, then disconnect🔒: Plays a custom message for the caller then hangs up the call. Click Audio Library to customize 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.
    • Forward to External Contacts🔒: If the account has a directory of external users, you can route calls to an external contact.