Changing Zoom Phone policy settings

Admins can use Zoom Phone policy settings to enable or disable certain Zoom Phone features. Policy settings can be applied to the entire account or specific phone users, common area phones, Zoom Rooms with a Zoom Phone license, or call queues. You can use a template to bulk-apply certain policy settings.

Note: Starting on March 20, 2022, policy settings are available in group management. Learn more about these changes and how they affect the policy settings hierarchy

This article covers:

Prerequisites for changing Zoom Phone policy settings

Note: By default, Zoom Phone admins with the Phone Site Admin role do not have access to group management to change group-level policies.

How to access policy settings

Account (using account management)

Note: This section only applies to these account-level only policy settings, Automatically Call From 3rd Party Apps, Monitoring, Soft Delete Users.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Account Management then Account Settings.
  3. Click the Zoom Phone tab.
  4. Locate the policy setting you want to change. See the table below for available settings.
    Tip: Enter keywords in the search bar above the Zoom Phone tab to find settings.
  5. Click the toggles to enable or disable the policy setting.
  6. (Optional) To prevent all users in the account from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Site

Note: This section only applies if you have multiple sites.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Company Info.
  3. Click the name of the site you want to edit.
  4. Click the Policy tab.
  5. Click the toggles to enable or disable policy settings. See the table below for available settings.
  6. (Optional) To prevent users in the site from changing this setting, click the lock icon , and then click Lock to confirm the setting

Group (using group management)

  1. Sign in to the Zoom web portal.
  2. In the navigation panel, click User Management then Groups.
  3. Click on the desired group name.
  4. Click the Zoom Phone tab.
  5. Locate the policy setting you want to change. See the table below for available settings.
    Tip: Enter keywords in the search bar above the Zoom Phone tab to find settings.
  6. Click the toggles to enable or disable policy settings.
    Note: Group settings labeled with Using account setting means you haven’t modified the group level setting and it’s currently using the account setting.
  7. (Optional) To prevent all users in the group from changing this setting, click the lock icon , and then click Lock to confirm the setting.
    Note: For users in multiple groups, the primary group takes priority over other groups. See the priority table for more information.

Extension (phone user, common area phone, Zoom Room, or call queue)

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management and go to one of these pages:
  3. Click the Policy tab.
  4. Click the toggles to enable or disable policy settings. See the table below for available settings.

Available policy settings

The following table indicates available policy settings at various levels and extensions. Learn more about the priority that policy settings are applied.

Note: Settings marked with an asterisk (*): You can only change these policy settings at the site level if you have multiple sites. If you disabled multiple sites, you can only change these at the account or group level.

Policy settingAccountGroupSitePhone userCommon area phoneZoom RoomCall queueAuto receptionist
Advanced Encryption: Allow voicemail to be encrypted with keys not accessible to Zoom servers    
Ad Hoc Call Recording✔*   
Allowed Calls/SMS Locations  
Allow member Ad Hoc Call Recording for Queue Calls       
Auto Delete Data After Retention Duration: Configure rules for what data is retained, the duration of the retention period, and how to delete data after the retention duration.  ✔*     
Audio Intercom✔*   
Automatic Call Recording  

Automatically Call From 3rd Party Apps: Allow third-party apps to place a Zoom Phone call.

Note: This feature must be enabled by Zoom.

       
Automatically delete Inactive and Soft Deleted users       
Call Forwarding to External Numbers: Allow phone users to forward to external phone numbers using their call handling settings.
     
Call Live Transcription    
Call Overflow or Call Transferring 
    
Call Queue Opt-out Reason
     
Call Queue Pickup Code
       
Check voicemails over phone
✔*     
Delegation
    
Desktop Power User       
Display Zoom Phone numbers in E.164 format: Specify the default Zoom Phone numbers format in all products admin portals.       
Elevate a Call to a Meeting
    
Emergency Address Management  ✔*    
Emergency Calls to Public Safety Answering Point (PSAP): The phone user can place emergency calls to a PSAP. Emergency calls are routed based on emergency call routing settings.       
End Personal conference call once the call originator drops: Personal conference call ends when the originator who first merges participants into the conference drops.       
External Calling on Zoom Rooms Common Area       
Hand Off to Room
    
Hot Desking       
International Calling  
IP Address Access Control: Allow the access of phone recording/voicemail/videomail/SMS attachments only from specific IP addresses       
Manage Zoom Revenue Accelerator access to Zoom Phone recordings: Allow Zoom Phone admins to manually add Zoom Phone recordings owned by users to Zoom Revenue Accelerator       
Mobile Switch to Carrier
     
Monitoring       
Nomadic Emergency Services  ✔*     
Paging       
Personal Audio Library: Allow phone users to change their voicemail greeting, message greeting, and/or hold music. If disabled, default audio settings will be applied and phone users can't change it.✔*     
Personal Voicemail & Videomail✔* ✔    
Restricted Calls/SMS Hours  
Select the number of source ports       
Select Outbound Caller ID: The extension can select their outbound caller ID number before placing a call. If disabled, they can only use their default outbound caller ID number.✔*  
Set caller ID viewing preferences for redirected calls
  ✔*     
Shared voicemail notification by email: Users will receive an email notification when there is a new shared voicemail.
✔*    
SMS: Allow phone users or call queue / auto-receptionist members to send and receive SMS messages.  
SMS Etiquette Tool: Identify defined keywords and text patterns over SMS and prevent users from sharing unwanted messages.      
Soft Delete Users       
Soft Delete History, Voicemail and Recordings
       
Voicemail     
Voicemail notification by email
      

Voicemail/Videomail Transcription: Phone users can access voicemail transcriptions in the Zoom desktop client or voicemail/videomail notification emails.

Note: This policy setting is also available for auto receptionists, call queues, and shared line groups.

✔*

(Only voicemail transcription is supported at this time)

 ✔ 

Zoom Phone on Mobile

✔*     

Zoom Phone on PWA