Customizing voicemail audio greetings and hold music
If you have Zoom Phone activated on your account, you can use the audio library to customize Zoom Phone audio for voicemail, greeting, and hold music. For example, you can customize your voicemail greeting that's played before a caller is routed to voicemail.
To learn more about the settings these greetings are attached to, see a list of call handling settings.
This article covers:
Prerequisites for customizing voicemail audio greetings and hold music
How to customize voicemail audio greetings and hold music
Set up voicemail
Note: Videomail greetings can be recorded on the Zoom app.
- Sign in to the Zoom web portal.
- In the navigation menu, click Phone.
- Click the Settings tab.
- In the Call Handling section, under When a call is not answered, click the dropdown menu and select the Forward to voicemail / videomail option.
Note: Depending on your call-handling settings selection, you will see one of these settings mentioned in the call-handling audio greetings table below.
The Greeting & Leave voicemail instruction section will appear. - (Optional) Select and configure the following checkboxes, then click Save:
- 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, Zoom Room, common area, Cisco/Polycom room, call queue, auto receptionist, shared line group, or external contact.
- (Optional) Select the Play callee's voicemail greeting when caller reaches end of forwarding sequence checkbox.
- Allow caller to check voicemail: Allow callers to check voicemails over phone.
- Under the Greeting & Leave voicemail instruction section, use the Default audio, or click Edit, then select one of the following:
- Choose from Asset Library: Choose an audio greeting if your account has an audio library set up.
- Add Audio: Add an audio greeting.
- Depending on your call-handling settings selection, configure the call-handling audio greetings.
Customize the hold music
- Sign in to the Zoom web portal.
- In the navigation menu, click Phone.
- Click the Settings tab.
- In the Others section, to the right of Hold Music, use the Default audio or click Edit, then select one of the following:
- Choose from Asset Library: Choose an audio greeting if your account has an audio library set up.
- Add Audio: Add an audio greeting.
An audio will play for the other party when you place the call on hold. This applies when you are using the desktop client, mobile app, or a desk phone provisioned by your admin.
Note: This setting doesn't apply to parked calls. Parked calls are placed on hold but the call participant on hold will hear the default Zoom hold music. Currently, you can't customize the hold music for parked calls. - Disable: Disable hold music.
Call handling audio greetings
Note: After the voicemail greeting, Zoom will play a tone to indicate that the voicemail recording has started. There is no standard audio prompt stating "leave a voicemail after the tone". You can optionally state these instructions as part of your voicemail greeting.
| Routing settings for When a call is not answered | Resulting audio setting |
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- Forward to voicemail
- Disable both of these options:
- Allow callers to reach an operator
- Allow caller to check voicemail
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Greeting & Leave voicemail instruction: Plays before routing the call to your voicemail. This greeting should also include the instructions for leaving voicemail.
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- Forward to voicemail
- Enable at least one of these options:
- Allow callers to reach an operator
- Allow caller to check voicemail.
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Greeting & Menu: Plays before giving the caller the option to connect to the operator and/or leave voicemail. This greeting should explain the IVR menu displayed in call handling settings.
This option will have one of these labels depending on which options you enabled:
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- Greeting & Menu: Connect to operator or leave voicemail
- Greeting & Menu: Connect to operator, leave or check voicemail
- Greeting & Menu: Leave or check voicemail
Leave voicemail instruction: Plays after the initial voicemail greeting above and the caller presses 1 to leave a voicemail. This greeting should include the instructions for leaving voicemail.
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Play a message, then disconnect
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Message Greeting: Plays the default or custom message for the caller then hangs up the call.
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