Admin guide for Zoom Phone Spam

Unwanted spam calls can be an issue for your business. As an admin, you can define how to identify and block any unwanted phone numbers you consider spam using the Spam Protection feature. By default, this feature is disabled but can be enabled for your entire account and cannot be enabled at the site and user levels.

Notes:

• If you are a user you can use this user guide.
• Account owners and admins no longer need to manually enable auto-spam tagging for their Enterprise accounts. The feature is enabled by default, allowing Zoom Phone to automatically analyze inbound calls and tag potential spam calls. Enabling auto-mark spam uses call analytics to label potential spam calls for Enterprise customers.

Prerequisites for enabling or disabling Zoom Phone spam protection 

• Pro, Business, or Enterprise account
• Zoom Phone calling plan
• Zoom Phone licenses

How to enable or disable Zoom Phone Spam Protection

Account

To enable or disable Spam Protection for all users in the account:

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management, then Account Settings.
3. Click the Zoom Phone tab.
4. Click the Spam Protection toggle to enable or disable it.
5. If a verification dialog displays, click Enable or Disable to verify the change.
6. (Optional) Select the Exclude user and company contacts from Spam Protection, calls will reach users as normal checkbox to enable it. Deselect the checkbox to disable it.
7. Click Manage Number List, to see the list of phone numbers considered as spam in your account.
8. Under Spam Marking Options, do the following:
   • Select Auto-mark Spam, for the system to automatically tag incoming calls considered as spam. Then to the right of Spam Filter Level, click the dropdown and select one of the following spam filter levels defined by the system:
     Zoom will tag spam calls according to global industry standards.
     Note: This option is only available for US and Canadian phone numbers.
     • Low Sensitivity: Calls received within this filter will mark as spam with definite certainty.
       
     • Medium Sensitivity: Calls received within this filter will mark as spam with strong certainty.
       
     • High Sensitivity: Calls received within this filter will mark as spam with moderate certainty.
   • Select Manual mark Spam to define manual spam marking thresholds to tag calls. The thresholds will override the auto-mark spam option. The system will mark phone numbers as your defined spam when the threshold reaches the value you set.
     • Mark “Maybe SPAM” threshold: Define the number of users who marked a phone number as spam. Zoom will mark the number as Maybe Spam when the threshold reaches the value you set.
     • Mark “SPAM” threshold: Define the number of users who marked a phone number as spam.  Zoom will mark the number as Spam when the threshold reaches the value you set.
     • Mark “NOT SPAM” threshold: Define the number of users who marked a number as Not Spam. Zoom account admin will review and reset the number as NOT SPAM.
   • Under Call Handling Options, click the dropdown and select one of the following:
     Note: The call handling option you choose will work in conjunction with your spam marking option. This setting will not override the user's preference to block or unblock the number.
     • Block this number: Zoom will block incoming calls. Users can still find them in call logs and voicemail lists.
     • Mark without Block: Zoom will not block incoming calls but mark the number as Spam.
       Notes:
       • Zoom app users will see Spam marked under the caller’s name on their app's display.
       • IP phone users will see Spam marked after the caller’s name on their display screen.
       • The call log Type column will mark these calls as Spam instead of Normal.
     • Forward to voicemail/videomail: Calls will be redirected to the voicemail/videomail of the target extension. Calls to call queues will be marked as Spam instead of being redirected. The user will not receive the call but will see the phone number listed as missed and as Spam in their call history and voicemail.
9. Click Save.