Customizing call handling settings

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:

• How to access call handling settings
  • Admin
  • Phone user
• How to customize call handling settings

Prerequisites for customizing call handling settings

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

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

How to access 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 to adjust settings for.
4. Click the User Settings tab.
5. In the Business Hours or Closed Hours section, to the right of Call Handling, click Edit. 
   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. In the navigation menu, 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.

How to customize 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. If you don't see one of these settings, contact your admin for access.

• Call Handling: Click Edit to customize how calls are routed during the specified hours.
  Note: 
  
  • Zoom Applications toggle:
    • Turn on the appropriate toggle according to where you want to receive your phone calls.
    • Move the toggle to rearrange the order of the apps and devices where your calls are received.
    • Turn off the appropriate toggle if you don't want to receive calls on the Zoom desktop client, mobile app, or another device type.
    • 🔒Click Add Phone Number to forward to an external phone number or external contact; for example, a personal phone number not part of Zoom Phone. You can also edit or delete existing external phone numbers or contacts.
      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 as separate entries in the drop-down menu.
      • Require to press 1 before connecting the call: This is checked by default and cannot be changed for call queues, however, can be turned off for non-call queue calls. 
  • Select the Call Handling Ring Mode:
    • If you selected Simultaneously, in the Max Wait Time box, click the arrow to select the desired maximum wait time. The maximum wait time before the call is handled as specified in the setting below (When a call is not answered).
    • If you selected Sequential, in the Ringing Duration for Each Device box, click the arrow to select the desired ringing duration.
  • When I'm busy on another call: Select how calls are handled when you are busy in another call.
    • Call waiting: Receive the call even if you are busy on another call. You can answer by holding/declining the first call or sending the waiting call to voicemail.
    • Forward to voicemail/videomail: Route calls to your voicemail or videomail.
      • Allow callers to reach an operator: Do not select if you don't want your user to forward or route calls to an operator.
      • Allow callers to check voicemail: Do not select if you don't want your user to check voicemails.
    • Play a message, then disconnect: Plays a custom message for the caller then hangs up the call. Click Audio Library to customize audio.
    • Play a busy signal: Plays a busy signal to let the caller know you are busy.
    • 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.
  • When a call is not answered: Select how unanswered calls are handled during business or closed hours.
    • Forward to voicemail/videomail🔒: Route calls to your voicemail or videomail.
      • Allow callers to reach an operator🔒: Allow callers to press 0 to reach the operator, or press 1 to leave a voicemail message. 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.
        • IVR Menu: Displays the IVR menu for callers, which shows the keys that customers can press to reach the operator or leave a voicemail. This IVR menu can't be customized.
        • Connect to Operator: Set the operator to any phone user, call queue, auto receptionist, or shared line group. 
      • Allow caller to check voicemail🔒: Allow callers to check voicemails over phone.
      • Greeting & Menu: Use the Default greeting or click Edit to add an audio 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.