Customizing call handling settings

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

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

Requirements for customizing call handling settings

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

Table of Contents

How to manage business hours

Admin

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the name of the phone user for whom you want to adjust settings.
  4. Click the User Settings tab.
  5. In the Business Hours section, to the right of Business Hours, click Edit.
    A pop-up window will appear.
  6. In the window, select from the following options:
  7. Click OK.

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 section, to the right of Business Hours, click Edit.
    A pop-up window will appear.
  5. In the window, select from the following options:
  6. Click OK.

How to access call handling settings for business and closed hours

Admin

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the name of the phone user for whom you want to adjust settings.
  4. Click the User Settings tab.
  5. In the Business Hours or Closed Hours section, to the right of Call Handling, click Edit.
  6. Customize the call handling settings.

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.
  5. Customize the call handling settings.

How to manage break hours

Add break hours

Add hours for when you're taking a break during the day.

Admin

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the name of the phone user for whom you want to adjust settings.
  4. Click the User Settings tab.
  5. In the Break Hours section, to the right of Break List & Call Handling, click Manage.
    You will be directed to the break call handling page.
  6. At the top of the page, click Add.
    A pop-up window will appear.
  7. In the window, add a break by completing the following information:
  8. Click Save.
    The break will be added to the break call handling page.

User

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone.
  3. Click the Settings tab.
  4. In the Break Hours section, to the right of Break List & Call Handling, click Manage.
    You will be directed to the break call handling page.
  5. At the top of the page, click Add.
    A pop-up window will appear.
  6. In the window, add a break by completing the following information:
  7. Click Save.
    The break will be added to the break call handling page.

Access call-handling settings for break hours

After adding break hours, you can access call-handling settings for breaks.

Admin

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the name of the phone user for whom you want to adjust settings.
  4. Click the User Settings tab.
  5. In the Break Hours section, to the right of Break List & Call Handling, click Manage.
    You will be directed to the break call handling page.
  6. Select a break.
  7. To the right of the break, click Edit to edit the break's name and hours, then click Save.
  8. To the right of Call Handling, click Edit.
    A pop-up window will appear.
  9. In the window, enable or disable the call handling for break-hours settings.
    Note: Enabled items are in the incoming call forwarding list for break hours.
  10. (Optional) Click Add Phone Number to add an External Contact or External Number, then click Save.
  11. Click Save.
  12. Customize the call handling settings.

User

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone.
  3. Click the Settings tab.
  4. In the Break Hours section, to the right of Break List & Call Handling, click Manage.
    You will be directed to the break call handling page.
  5. Select a break.
  6. To the right of the break, click Edit to edit the break's name and hours, then click Save.
  7. To the right of Call Handling, click Edit.
    A pop-up window will appear.
  8. In the window, enable or disable the call handling for break-hours settings.
    Note: Enabled items are in the incoming call forwarding list for break hours.
  9. (Optional) Click Add Phone Number to add an External Contact or External Number, then click Save.
  10. Click Save.
  11. Customize the call handling settings.

How to manage holiday hours

Add holiday hours

Add holiday hours for when you're out of the office (OOO) or specific holidays.

Admin

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the name of the phone user for whom you want to adjust settings.
  4. Click the User Settings tab.
  5. In the Holiday Hours section, to the right of Holiday List & Call Handling, click Manage.
    You will be directed to the holiday call handling page.
  6. At the top of the page, click Add.
    A pop-up window will appear.
  7. In the window, add a holiday by completing the following information:
  8. Click Save.
    The holiday will be added to the holiday call handling page.

User

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone.
  3. Click the Settings tab.
  4. In the Holiday Hours section, to the right of Holiday List & Call Handling, click Manage.
    You will be directed to the holiday call handling page.
  5. At the top of the page, click Add.
    A pop-up window will appear.
  6. In the window, add a holiday by completing the following information:
  7. Click Save.
    The holiday will be added to the holiday call handling page.

Access call-handling settings for holiday hours

After adding holidays, you can access call-handling settings for holiday hours.

Admin

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the name of the phone user for whom you want to adjust settings.
  4. Click the User Settings tab.
  5. In the Holiday Hours section, to the right of Holiday List & Call Handling, click Manage.
    You will be directed to the holiday call handling page.
  6. (Optional) Select the Automatically delete holidays that have ended (default holidays exempt) checkbox.
    Note: Default holidays created at the site level cannot be deleted.
  7. Select a holiday.
  8. To the right of the holiday, click Edit to edit the holiday's name, date/time, and recurrence pattern, then click Save.
  9. To the right of Call Handling, click Edit.
    A pop-up window will appear.
  10. In the window, enable or disable the call handling for holiday hours settings.
    Note: Enabled items are in the incoming call forwarding list for holiday hours.
  11. (Optional) Click Add Phone Number to add an External Contact or External Number, then click Save.
  12. Click Save.
  13. Customize the call handling settings.

User

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone.
  3. Click the Settings tab.
  4. In the Holiday Hours section, to the right of Holiday List & Call Handling, click Manage.
    You will be directed to the holiday call handling page.
  5. (Optional) Select the Automatically delete holidays that have ended (default holidays exempt) checkbox.
    Note: Default holidays created at the site level cannot be deleted.
  6. Select a holiday.
  7. To the right of the holiday, click Edit to edit the holiday's name, date/time, and recurrence pattern, then click Save.
  8. To the right of Call Handling, click Edit.
    A pop-up window will appear.
  9. In the window, enable or disable the call handling for holiday hours settings.
    Note: Enabled items are in the incoming call forwarding list for holiday hours.
  10. (Optional) Click Add Phone Number to add an External Contact or External Number, then click Save.
  11. Click Save.
  12. Customize the call handling settings.

How to customize call handling settings for business, closed, break, and holiday hours

You can customize how calls are routed during business, closed, break, 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.