Changing phone user settings

After adding users to Zoom Phone, you can change phone users' settings.

Notes:

• There are also account-level settings that can be applied to all phone users in the account, and policy settings that enable or disable certain phone features.
• Use a template to bulk-apply certain settings.

This article covers:

• How to access a phone user's settings
• How to customize phone user settings
  • Profile tab
  • Policy tab
  • History tab
  • User Settings tab

Prerequisites for changing phone user settings

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

How to access a phone user's settings

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 you want to adjust settings for.

How to customize phone user settings

You can customize the following settings:

Profile tab

• Site (only visible if you have multiple sites): Displays the site that the phone user belongs to. Select another site using the dropdown menu to move the user to another site.
• Package: Click Assign to assign an outbound calling package. Click × next to an assigned package to remove it.
• Extension Number: Click Edit to change the extension number assigned to the phone user.
  Notes:
  • Some extension numbers are special service numbers and cannot be used.
  • Extension numbers can be 3 to 6 digits. If you require longer extension numbers, contact Zoom.
  • If you have multiple sites and enabled site codes, the sum of the extension number and site code must be less than or equal to the maximum extension length.
  • If you try to change the extension to one that's already in use, the error message will show the display name associated with the extension.
• Number(s): Click Assign to assign direct phone numbers to the phone user. This setting is only visible if you assign a package.
• Emergency Address: Displays the emergency address provided to first responders when dialing an emergency number. Click Manage to change the phone user's emergency address or add personal locations.
  Note: Click the Policy tab to control if phone users can change their emergency address.
• Personal Emergency Address: Click Manage to view or add personal emergency addresses as part of the nomadic emergency services feature.
• User Status: Displays the user's status. Displays the status of the user's Zoom Phone license. If you disable the user, they will still appear in Users & Rooms but can't make or receive calls. User information like call history and voicemail messages will be retained in case you decide to reactivate their account.
• Activation Status: Displays the user's activation status to access Zoom Phone. An Activated status indicates a user has access to Zoom Phone. Users are Ready to activate after they accept their Zoom account invitation and are no longer pending under User Status.
• Outbound Caller ID (only visible if the phone user has a calling package): Select the default caller ID number when using the Zoom desktop app or mobile app to make a call. The user can change their caller ID number before making a call. Review the features and limitations of the outbound caller ID number.
  Notes:
  • Select Hide Caller ID to hide the phone user's caller ID by default.
  • This setting doesn't apply to desk phones. Change line key settings to set the default outbound caller ID for desk phones.
  • You can use a policy setting to prevent the phone user from changing their outbound caller ID.
• Customize Numbers: Click Add to add additional numbers as the outbound caller ID of the current phone user, allowing all phone users to select specific direct numbers associated with an auto receptionist, call queue, or shared line group. You can choose from Zoom Phone or Zoom Contact Center numbers.
  Notes:
  • If the extension has over 100 assigned outbound caller IDs, not all of them can appear in the Zoom app, and you will receive a notification message. You must select which caller IDs will be displayed in the Zoom app.
  • You can also route calls to Zoom Contact Center (ZCC) voice flows and numbers from auto receptionists, call queues, shared line groups, and other routing options. Admins can view and select published ZCC voice flows with assigned phone numbers. They can also set ZCC numbers as outbound caller IDs for users, rooms, and common areas.
• Country/Region (only visible if you assign a package): Select the country code used for outbound dialing.
• Area Code (only visible if you assign a package): Click Set or Edit to change the default area code for outbound calling. When the phone user dials a number without an area code, Zoom Phone will use this area code.
• Time Zone: The time zone that the phone user sets in their profile.
• Department: The department that the user belongs to. Learn more about assigning a department or cost center to extensions or adding departments through user management.
• Cost Center: The cost center to which the user belongs. Learn more about assigning a department or cost center to extensions or adding cost centers through user management.
• User Group: The group that the user belongs to. Edit the user group in user management.
• Communications Content Storage Location: Manage the storage location of Communications Content and determine where recordings will be stored. Recording includes Meeting, Webinar and Phone recordings, voicemail, voicemail transcripts, and custom greeting prompts.
• Operation Data Storage Location: Click the toggle to enable or disable it. Determine where a copy of new generated logs will be stored.
  Note: The copies will be automatically deleted in 12 months.

Policy tab

Policy settings allow you to enable or disable certain Zoom Phone features.

History tab

View the call history for the selected user.

User Settings tab

Note: Settings marked with an asterisk (*) are only visible if they apply to the phone user. For example, you will only see Desk Phone(s) if the phone user has assigned desk phones.

Call Handling

Note: Make sure the phone user set the correct time zone in their profile.

After setting custom hours, you can customize how inbound calls are routed during these hours.

• Business Hours: Click Edit to change the times when the user can answer calls. You can set business hours to span past 11:30 PM. This could be used if you work night shifts. You can also set business hours in increments of 10 minutes by manually entering a time; for example, 11:10 PM.
• Closed Hours: If you customized business hours, you can also set closed hours.
• Holiday Hours: Click Manage to designate certain days are holidays.

Membership

• Call Queues: Displays a list of call queues the user belongs to.
  
  • Receive Call Queue Calls: Enable or disable call notifications for inbound calls routed from call queues. This setting applies to the Zoom desktop and mobile app and desk phones. This setting also syncs with the identical desktop and mobile app settings. Follow one of these options:
    • To enable/disable all calls from call queues: Click the Receive Call Queues Calls toggle.
      Note: If switching this toggle to on, and you previously set toggles to off for specific call queues, your previous configuration will take effect.
    • To enable/disable calls from specific call queues: Click View or Edit. Click the toggles to enable or disable call notifications from specific call queues.
    • If the call queue opt-out reasons feature is enabled, you will not have to select a reason for opting out of the call queue. Only members need to select a reason when turning off the Receive Queue Call toggle in the Zoom web portal or desktop app / mobile app.
• Monitoring: If you granted privileges for the phone user to monitor calls, click View to see phone users, call queues, or shared line groups they can monitor.
• Monitored: If other users can monitor this user, click View to see the relevant extensions with this privilege.
• Shared Line Groups: Displays the shared line group the phone user is a member of. They can only belong to one shared line group.
  • Receive calls from shared line group: Enable or disable call notifications for inbound calls routed from the shared line group. This setting applies to the Zoom desktop and mobile app and desk phones.

Delegation & Assistant

Assign another phone user to make and receive calls on the current user's behalf.

Intercom

Set up audio intercom.

Desk Phone

• General Settings:
  • Use custom settings to let the user manage the general configuration of their desk phones; otherwise, select Use account settings or Use site settings to manage those configurations at those levels.
  • To the right of Web Interface, click the toggle to enable it, to allow the user to access the web portal of their devices.
  • To the right of Admin Password, click Show or Edit, to change the password of their devices.
• Keys & Positions: Change line key settings.
• Desk Phone(s): Displays phones or devices provisioned for the user. Learn more about adding and provisioning user phones.
  • Allow Hot Desking: Enable hot desking on the desk phone, allowing other phone users to sign in or out of their phone.
  • Phone screen lock: Enable a softkey that can lock the phone's screen. The phone user has to enter their PIN to unlock their phone. This feature is not supported on some devices.
• PIN Code: Click Show or Edit to enter the phone user's PIN. The PIN is used for checking voicemail, hot desking, and screen lock on a desk phone. You can also set a minimum required length for voicemail PINs, or create a template to apply a random PIN to phone users.

Voicemail & Call Recording

• Voicemail: Share the phone user's voicemail inbox or control access to their own voicemails. Phone users can only access shared voicemail inboxes in the Zoom web portal. Click × to revoke access from a phone user you added.
• Automatic Call Recording: Share the phone user's automatic recordings. You can also change the level of access the phone user has to their own automatic recordings.
• Ad Hoc Call Recording: Share the phone user's ad hoc recordings (call recording started using in-call controls). You can also change the level of access the phone user has to their own ad hoc recordings.

Others

• Call Screening: To the right of the setting, click the toggle to enable it to allow your phone user to screen their incoming calls.
  External callers will be prompted to press a button to connect with your user. Callers who do not respond will be disconnected. Additionally, devices will be unable to receive any third-party faxes.
  • Select Exclude user and company contacts from call screening, calls will reach users as normal, to allow calls from those contacts to not be screened.
• Block List: Manage the blocked list for the phone user.
• Spam List: Manage the spam list for the phone user.
• Block Rules:
  • Block Calls without Caller ID: Click the toggle to enable or disable it. Calls without caller ID will be blocked.
  • Block External Calls: Click the toggle to enable or disable it. Set rules for blocking external calls during business, closed, and holiday hours.
• Hold Music: The hold music plays for the other party when a phone user places the call on hold. Select audio from the drop-down menu or click Audio Library to customize audio. Select Disable to not play any hold music.
• Audio Prompt Language: Use the drop-down menu to select the default language for automated audio prompts. These prompts play for inbound callers to give them additional instructions. For example, if the caller is routed to your voicemail, your voicemail greeting will play followed by the automated prompt: "Please record your message after the tone. Press any key or stop talking to end the recording".
• Default Transcription Language: Set your default language for voicemail, videomail, and call recording transcription.
  Note: This setting is only available with Zoom app version 6.0.0 or higher.