Changing business hours and overflow settings

Admins can change the following default call handling, business hours, holiday and force major events, and overflow settings for groups and extensions.

Note: If you have multiple sites enabled, you can only change these settings at the site level. If you have multiple sites disabled, you can only change these settings at the account level.

This article covers:

• How to manage the default holiday and force major events group at the account level
  • Manage the Holiday tab
  • Manage the Target tab
  • Manage the Call Handling tab
• How to update the default holidays for each site
• How to change default business hours and overflow

Prerequisites for managing default business hours and settings

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

How to manage the default holiday and force major events group at the account level

Apply the same call-handling settings to groups of holidays and force major events. These group call settings will supersede regular business and non-business hours. They will be applied to sites, users, Zoom Rooms, common areas, auto receptionists, call queues, and shared line groups.

Note: At the top of each tab, click Add Alerts and notifications to set up and receive a notification about the holiday groups and targets.

Manage the Holiday tab

Notes:

• In the event of a holiday conflict, holidays with the most immediate time are given precedence in call-handling settings.
• Admins and phone users can customize call handling settings to determine how calls are routed during business, closed, or holiday hours.

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 Company Info.
3. Click Account Settings.
4. Click the Settings tab.
5. Under Hours, to the right of Default Holiday & Force Major Events Group, click Manage.
6. (Optional) At the top of the page, select the Automatically delete holidays that have ended checkbox.
7. Click the name of the group that you want to manage.
8. Click the Holidays tab.
9. In the top-right corner, click Add Holiday, then select from the following options:
   Note: If your selected holiday(s) conflict with existing holiday(s), holidays with the most immediate time are given precedence in call handling settings.
   
   • Add new holidays: Add a holiday and configure the date/time, then click Save. You can also select if this is an all-day holiday and This is a recurring holiday (set the recurrence pattern).
   • Copy holidays from existing group: Select the group, then select the holidays that you want to copy to this group, and click Save.
10. (Optional) After adding holidays, Edit or Remove the holidays.

Manage the Target tab

Set a default target that will apply to all extensions belonging to this target.

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 Company Info.
3. Click Account Settings.
4. Click the Settings tab.
5. Under Hours, to the right of Default Holiday & Force Major Events Group, click Manage.
6. Click the name of the group that you want to manage.
7. Click the Target tab.
8. In the top-right corner, click Add Targets, then select from the following options:
   • Add Sites: Add sites to the Target tab.
   • Add Extensions: Add users, call queues, auto receptionists, common areas, and share line groups to the Target tab.

After adding sites and/or extensions, they will appear in the Target tab. By confirming, users, Zoom Rooms, call queues, auto receptionists, common areas, and share line groups under the site(s) will automatically inherit this holiday group.

Manage the Call Handling tab

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 Company Info.
3. Click Account Settings.
4. Click the Settings tab.
5. Under Hours, to the right of Default Holiday & Force Major Events Group, click Manage.
6. Click the name of the group that you want to manage.
7. Click the Call Handling tab.
8. Manage the following settings:
   • Default overflow for Sites: Set the default overflow behavior for sites directly assigned within this holiday group on the corresponding site settings page.
   • Default overflow for Users: Set the default overflow behavior for users directly assigned within this holiday group.
   • Default overflow for Common Areas: Set the default overflow behavior for Common Areas that are directly assigned within this holiday group.
   • Default overflow for Call Queues: Set the default overflow behavior for call queues that are directly assigned within this holiday group.
   • Default overflow for Auto Receptionists: Set the default overflow behavior for Auto Receptionists that are directly assigned within this holiday group.
   • Default overflow for Shared Line Groups: Set the default overflow behavior for Shared Line Groups that are directly assigned within this holiday group.

How to update the default holidays for each 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 Company Info.
3. Click Account Settings.
4. Click the Settings tab.
5. Under Hours, under Update the default holidays for each site, click Import.
   • (Optional) Click Export to CSV to export a CSV file of the site's default holidays.
6. Download the CSV sample and complete the required information.
7. Upload the CSV.
   The default holidays for each site will be bulk-updated.

How to change default business hours and overflow

1. Sign in to the Zoom web portal as an account owner or admin.
2. In the navigation menu, click Phone System Management then Company Info.
3. Follow one of these options depending on if you have multiple sites:
   • If you enabled multiple sites: Click the name of the site you want to edit, then click the Settings tab.
   • If you disabled multiple sites: Click Account Settings.
4. In the Hours section, change these settings:
   • Default Business Hours: Click Edit to set the default business hours for phone users, Zoom Rooms, and common area phones. Phone users will be able to change their specific business hours from the default. You can also set business hours to span past 11:30 PM. This could be used for phone users that work night shifts.
   • Default Overflow for Business Hours / Default Overflow for Closed Hours / Default Overflow for Holiday Hours: Set the default overflow for business/closed/holiday hours for phone users, call queues, and shared line groups.
     
     • Forward to voicemail: Route calls to voicemail.
     • Allow callers to reach an operator: Allow callers to press 0 to reach the operator, or press 1 to leave a voicemail message. The operator can be set to any phone user, call queue, auto receptionist, or shared line group.
   • Default holiday hours & force major events: Click Set or Edit to designate certain days that are holidays and/or force major events for all users, Zoom Rooms, common area phones, auto receptionists, call queues, and shared line groups.
     • Customize how calls are routed during holidays (call-handling policy). For example, you could directly route calls to voicemail or play a custom message to tell the caller that the office is away on holiday or a force major event is happening.
     • (Optional) You can select the Automatically delete holidays that have ended checkbox.
   • Default overflow for holiday hours & force major events: Set the default overflow for holiday hours and force major events for users, call queues, and shared line groups.
     Note: To view or change default Audio Prompt settings, access Audio Prompt.
     1. Click the dropdown menu to set the default overflow.
     2. (Optional) Select from the following options:
        • Allow callers to reach an operator: View the IVR Menu, configure the Connect to Operator settings, and then click Save.
        • Allow callers to check voicemail: View the IVR Menu, then click Save.