Enabling or disabling call overflow and transfer

Admins can use Zoom Phone policy settings to enable or disable phone users' ability to change certain call overflow/handling settings and transfer their call using in-call controls.

Note: These policy settings are available at the account, site (multiple sites enabled), or phone user level. The lower-level policy setting overrides higher-level policy settings. For example, if enabled for a specific phone user but disable at the site level, the phone user setting takes effect.

Requirements for enabling or disabling call overflow and transfer

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

How to enable or disable call overflow and transfer for phone users

1. Access policy settings at the account, site, or phone user level.
2. Click the following toggles to enable or disable it for the associated account, site, or phone user.
   • Call Overflow: Enable or disable phone users' ability to change certain call overflow/handling settings. If disabled, these call handling options will be disabled for the user, site, account: Forward to External Contacts, Forward to Internal Extensions, and Allow Callers to Reach an Operator. Users with settings that don't comply will be set to Forward to Voicemail. If voicemail is disabled, it will be set to Disconnect. For more information on these options, see the article for call handling settings.
   • Call Transferring: Enable or disable phone users' ability to transfer their call using in-call controls. 
     Note: This only applies to the Zoom desktop client and mobile app. Provisioned desk phones are not supported.
3. If you enabled at least one of the toggles, select one of these options under each setting for more granular control:
   • Call Overflow
     • No restriction: Users can forward their calls to other numbers without restriction.
     • Low restriction (external numbers not allowed): Users can forward their calls to other numbers except external numbers.
     • Medium restriction (external numbers and external contacts not allowed): Users can forward their calls to other numbers except external numbers and contacts.
     • High restriction (external numbers, unrecorded external contacts, and internal extensions without inbound automatic recording not allowed): Users can forward their calls to other numbers except external numbers, unrecorded contacts, and internal extensions without inbound automatic call recording.
   • Call Transferring
     • No restriction: Users can blind, warm, or voicemail transfer their calls without restriction.
     • Low restriction (external numbers not allowed): Users can blind, warm, or voicemail transfer their calls except to external numbers.
     • Medium restriction (external numbers and external contacts not allowed): Users can blind, warm, or voicemail transfer their calls except to external numbers and contacts.
     • High restriction (external numbers, unrecorded external contacts, and internal extensions without inbound automatic recording not allowed): Users can blind, warm, or voicemail transfer their calls except to external numbers, unrecorded contacts, and internal extensions without inbound automatic call recording.