Customizing audio greetings and prompts

You can use the Zoom Phone audio library to select. record, or upload custom audio for various extensions' audio greetings and prompts. These prompts are usually played before routing the call.

This article lists the custom audio you can customize for extensions in your account. Click the embedded links for more information.

Notes: 

• You can also customize the default audio applied to extensions.
• If you set an auto receptionist's, call queue's, or IVR's Voicemail Greeting when routing to another extension's voicemail, it will override the greeting set for that extension. If you're routing to a phone user's voicemail, select Follow User Voicemail Greeting in the drop-down menu to use the phone user's greeting instead of selecting a replacement.

This article covers:

• Auto receptionists
• IVRs
• Call queues
• Shared line groups
• Phone users
• Account-level audio

Prerequisites for Customizing audio greetings and prompts

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

Auto receptionists

• Greeting prompt: Plays during business hours or closed hours before the auto receptionist routes calls.
• Voicemail Greeting: Plays before routing to a voicemail inbox of the auto receptionist or an extension.
• Message: Plays a custom message then hangs up the call.

Learn more about auto receptionist settings.

IVRs

• Audio prompt: The IVR's audio prompt plays after the associated auto receptionist's greeting prompt. The audio prompt should explain the IVR menu to callers.
  Note: If you have a multi-level IVR system, you can disable audio prompts to avoid playing multiple audio prompts for callers.
• Voicemail Greeting: Plays before routing to a voicemail inbox of an extension.

Learn more about IVR settings.

Call queues

• Greeting Prompt: Plays before routing the caller based on the call distribution method.
  Note: See the comparison of call routing methods for notes on call queue greeting prompts.
• Audio While Connecting: Plays for the inbound caller waiting to be routed to an available member.
• Music on Hold: Plays for the inbound caller when they're placed on hold by a call queue member.
• Voicemail Greeting or any option that begins with Greeting & Menu: Plays before routing to a voicemail inbox of an extension.
• Leave voicemail instruction: Plays after the initial voicemail greeting above. This greeting should include the instructions for leaving voicemail. Play the default greeting for an example.
• Recording disclaimer prompt (Play a prompt to call participants when the recording has started): Warns call participants that the call will be recorded (ah hoc or automatic recording). 

Learn more about call queue settings.

Shared line groups

• Voicemail Greeting or any option that begins with Greeting & Menu: Plays before routing to a voicemail inbox of an extension.
• Leave voicemail instruction: Plays after the initial voicemail greeting above. This greeting should include the instructions for leaving voicemail. Play the default greeting for an example.

Learn more about shared line group settings.

Phone users

• Voicemail greetings and hold music: Admins can access the same greeting and hold music settings available to phone users.
• Recording disclaimer prompt (Play a prompt to call participants when the recording has started): Warns call participants that the call will be recorded (ad hoc or automatic recording). 

Account-level audio

You can customize default audio prompts and greetings at the account level.