Changing Zoom Phone policy settings

Account owners and 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.

Requirements 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.

Table of Contents

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 as an admin with the privilege to edit account settings.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click Settings , then click Zoom Phone.
  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 as an admin with the privilege to edit sites.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click Product configuration, then click Phone System, followed by Company Info.
  4. Click the name of the site you want to edit.
  5. Click the Policy tab.
  6. Click the toggles to enable or disable policy settings. See the table below for available settings.
  7. (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 as an admin with the privilege to edit groups.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click Users, then Groups.
  4. Click on the desired group name.
  5. Click the Zoom Phone tab.
  6. 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.
  7. 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.
  8. (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 as an admin with the privilege to edit extensions.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click Phone configuration, then click Phone system, and go to one of these pages:
  4. Click the Policy tab.
  5. 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
Activate Zoom Phone users automaticallyenabled       
Advanced Encryption: Allow voicemail to be encrypted with keys not accessible to Zoom serversenabledenabledenabledenabled    
Ad Hoc Call Recording*enabledenabledenabledenabledenabled   
Allowed Calls/SMS Locationsenabledenabledenabledenabledenabledenabled  
Allowed Devices Locations: Define when hardware devices will be blocked. Devices can be disconnected and blocked from accessing the Zoom service when a device is detected outside an allowed network or when any network change is detected. Blocked devices will be flagged until an admin manually reconnects the device. Blocking devices by locations will be enforced only if a Location is set. Notifications can be managed on Alerts & Notifications under Account Management.enabled enabled     
Allow member Ad Hoc Call Recording for Queue Calls      enabled 
Allow users to edit call handling settings: Allows users to manage their call handling settings. When disabled, users cannot modify call handling configurations on the web portal or enable call forwarding on the Zoom client.enabledenabledenabledenabled    
Allow users to forward their calls outside of their own site: Allows users to forward calls to destinations outside their assigned site. When disabled, call forwarding is restricted to users, call queues, shared line groups, and other resources within the same site.enabledenabledenabledenabled    
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.  enabled     
Auto Opt-out from Call Queue after logging out from Zoom: Allow call queue members to be automatically opted-out from their call queue when they log out of Zoom (except for desk phones and Zoom Phone appliances).enabledenabledenabledenabled    
Audio Intercom*enabledenabledenabledenabledenabled   
Automatic Call Recordingenabledenabledenabledenabledenabled enabled 

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

Note: Contact Zoom Support to enable this feature.

enabled       
Automatically delete Inactive and Soft Deleted usersenabled       
Block internal callsenabledenabledenabledenabledenabled   
Call Forwarding to External Numbers: Allow phone users to forward to external phone numbers using their call handling settings.
enabledenabled enabled    
Call Live Transcriptionenabledenabledenabledenabled    
Call Me Onenabledenabledenabledenabled    
Call Overflow or Call Transferring
enabledenabledenabledenabled    
Call Parkenabledenabledenabledenabledenabled   
Call Queue Opt-out Reason
enabled enabled   enabled 
Call Queue Pickup Code
      enabled 
Call Screeningenabledenabledenabledenabledenabled enabledenabled
Call summary with AIenabledenabledenabledenabled    
Check voicemails over phone*
enabledenabledenabled     
Delegation
enabledenabledenabledenabled    
Desktop Power User   enabled    
Display Zoom Phone numbers in E.164 format: Specify the default Zoom Phone numbers format in all products admin portals.enabled       

Display end-of-call experience feedback survey
Note: You must have the Zoom Phone Customer Engagement Pack add-on to manage this setting.

enabledenabledenabledenabled    
Elevate a Call to a Meeting
enabledenabledenabledenabled    
Emergency Address Management*  enabledenabled    
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.   enabled    
Enable users to allow their callers to reach an operator: Allows users to route unanswered calls to an operator. When disabled, the operator routing option is unavailable under the When a call is not answered setting.enabledenabledenabledenabled    
End Personal conference call once the call originator drops: Personal conference call ends when the originator who first merges participants into the conference drops.enabled       
External Calling on Zoom Rooms Common Area     enabled  
Online Faxenabledenabledenabledenabled  enabledenabled
Hand Off to Room
enabledenabledenabledenabled    
Hot Desking    enabled   
International Callingenabledenabledenabledenabledenabledenabled  
IP Address Access Control: Allow the access of phone recording/voicemail/videomail/SMS attachments only from specific IP addressesenabled       
Local site searching: Allow users and common areas to search for contacts within their own site. This policy will enable the "My site" filter when users search for contacts using the dial pad.enabledenabledenabledenabledenabled   
Local Survivability Mode: Allow users or extensions to have core Phone services in the event of an outage.enabledenabledenabledenabledenabled enabledenabled
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 Acceleratorenabled       
Mobile Switch to Carrier
enabled enabledenabled    
Monitoringenabled       
Nomadic Emergency Services*  enabled     
Obfuscate sensitive data during a call: Redacts sensitive data entered during a call. When enabled, DTMF tones are muted and keypad inputs are hidden on screen when a user presses dial pad keys during an active call.enabledenabledenabledenabled    
Outbound Callingenabledenabledenabledenabledenabledenabled  
Pagingenabled       
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.enabledenabledenabled     
Personal Voicemail & Videomail*enabledenabledenabledenabled    
Prevent users from uploading audio filesenabledenabled enabled    
Private Call Parkenabled enabled     
Restricted Calls/SMS Hoursenabledenabledenabledenabledenabledenabled  
Select the number of source portsenabled       
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.enabledenabledenabledenabledenabledenabled  
Set caller ID viewing preferences for redirected calls*
  enabled     
Shared voicemail notification by email*: Users will receive an email notification when there is a new shared voicemail.
enabledenabledenabledenabled    
SMS: Allow phone users or call queue / auto-receptionist members to send and receive SMS messages.enabledenabledenabledenabled  enabledenabled
SMS Etiquette Tool: Identify defined keywords and text patterns over SMS and prevent users from sharing unwanted messages.enabledenabled      
SMS Templatesenabledenabledenabledenabled  enabledenabled
Soft Delete History, Voicemail and Recordings
enabled       
Team SMS thread summary with AIenabled enabled   enabledenabled
Voicemail    enabled enabledenabled
Voicemail/videomail notification by email
Note: For common area phones, only voicemail notification by email is supported.		enabledenabledenabledenabledenabled enabledenabled
Voicemail prioritization with AIenabledenabledenabledenabled

 

   
Voicemail tasks with AIenabledenabledenabledenabled

 

   

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

Notes:

  • This policy setting is also available for auto receptionists, call queues, and shared line groups.
  • For common area phones, only voicemail transcription is supported at this time.
enabledenabledenabledenabledenabled enabledenabled

Zoom Phone on Mobile*

enabledenabledenabled     

Zoom Phone on PWA

enabledenabled