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 and mobile app, but during closed hours, all calls go straight to your voicemail.

This article covers:

• How to access call handling settings
  • Access call handling settings
  • Access call handling settings for holiday hours
• How to customize call handling settings

Prerequisites for customizing call handling settings

• Pro, Business, or Education account
• Account owner or admin privileges to manage account or site settings
• Zoom Phone license

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

How to access call handling settings

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 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.

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.

Access call handling settings for holiday hours

Admin

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

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 Call Handling, click Edit.

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 Call Handling, click Edit.

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: When call handling is set as Simultaneouly on an iPhone and call handling redirects calls back to the same iPhone, inbound call failures may occur, leading to call termination or redirection to voicemail. Users are advised to change their ring mode to another option or disable General > Use CallKit to receive calls when not on Zoom from the Zoom app.
  
  • Enable or disable the toggles for call handling:
    • Turn on the appropriate toggle according to where you want to receive your phone calls:
      • Zoom Phone Appliance Apps
      • Personal Zoom Room Apps
      • Zoom Desktop Apps
      • Zoom Mobile Apps
      • Desk phones
        Note: Add assigned desk phones to your call-handling settings for closed and holiday hours. This feature allows you to receive calls on your assigned desk phones during closed and holiday hours while preventing disruptions during open hours. For existing users with assigned desk phones, the desk phone will be automatically added as the last device in the call handling sequence for closed and holiday hours, with the status set to off by default. Additionally, account owners and admins can manage desk phone settings for any user's closed and holiday hours call handling. This feature is not enabled by default for accounts. To have this feature enabled, submit a request to Zoom Support. 
    • 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 app, 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, Zoom Room, common area, Cisco/Polycom room, call queue, auto receptionist, shared line group, or external contact.
    • Allow caller to check voicemail🔒: Allow callers to check voicemails over phone.
    • Greeting & Leave voicemail instruction/Greeting & Menu: Connect to operator, leave or check voicemail: Use the Default greeting or click Edit to add an audio greeting.
      Note: Videomail greetings can be recorded on the Zoom app.
      
      • 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.