Enabling or disabling Zoom Phone call screening

The call screening feature helps users reduce unwanted calls. When this setting is enabled, incoming direct external callers will be prompted to press a button to reach users. Callers who do not respond will be disconnected. Devices will not be able to receive any third-party faxes.

Account owners and admins can enable or disable the Call Screening feature at the account, site, group, user, common area, auto-receptionist, call queue, and shared line group levels. This feature is enabled and unlocked by default for the entire account.

Notes:

• If spam priorities are enabled for the account, this feature doesn't overwrite those priorities.
• Enabling this feature disables third-party faxes.

Requirements for enabling or disabling Zoom Phone call screening

• Either a Zoom Workplace license (with Phone included), or a standalone Zoom Phone calling plan
• Account owner or admin privileges

How to enable or disable Zoom Phone call screening

Account

To enable or disable Call Screening for all users in the account:

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. Under General, click the Call Screening toggle to enable or disable it.
5. If a verification dialog appears, click Enable or Disable to verify the change.
6. Configure the call screening greeting audio.
7. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Group

To enable or disable Call Screening for a group of users:

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 the applicable group name from the list.
5. Click the Zoom Phone tab.
6. Under General, click the Call Screening toggle to enable or disable it.
7. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
8. Configure the call screening greeting audio.
9. (Optional) To prevent all users in the group from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Site

To enable or disable Call Screening for a site:

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 applicable site name from the list.
5. Click the Policy tab.
6. Under General, click the Call Screening toggle to enable or disable it.
7. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
8. Configure the call screening greeting audio.
9. (Optional) To prevent all users in the group from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Auto receptionist

To enable or disable Call Screening for an auto receptionist:

1. Sign in to the Zoom web portal as an admin with the privilege to edit auto receptionists.
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 Auto Receptionists.
4. Click the applicable auto receptionist name from the list.
5. Click the Policy tab.
6. Under General, click the Call Screening toggle to enable or disable it.
7. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
8. Configure the call screening greeting audio.

Call queue

To enable or disable Call Screening for a call queue:

1. Sign in to the Zoom web portal as an admin with the privilege to edit call queues.
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 Call Queues.
4. Click the applicable call queue name from the list.
5. Click the Policy tab.
6. Under General, click the Call Screening toggle to enable or disable it.
7. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
8. Configure the call screening greeting audio.

Shared line group

To enable or disable Call Screening for a shared line group:

1. Sign in to the Zoom web portal as an admin with the privilege to edit auto receptionists.
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 Shared Lines.
4. Click the Shared Line Group tab.
5. Click the applicable shared line group name from the list.
6. Click the Policy tab.
7. Under General, click the Call Screening toggle to enable or disable it.
8. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
9. Configure the call screening greeting audio.

Phone user

To enable or disable Call Screening for a user:

1. Sign in to the Zoom web portal as an admin with the privilege to edit phone users.
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 Users & Rooms.
4. Click the Users tab.
5. Click the applicable phone user name from the list.
6. Click the User Settings tab.
7. Under Others, click the Call Screening toggle to enable or disable it.
8. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
9. Configure the call screening greeting audio.

Common area

To enable or disable Call Screening for a common area:

1. Sign in to the Zoom web portal as an admin with the privilege to edit common areas.
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 Users & Rooms.
4. Click the Common Area tab.
5. Click the applicable common area name from the list.
6. Click the Settings tab.
7. Under Other, click the Call Screening toggle to enable or disable it.
8. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
9. Configure the call screening greeting audio.

How to configure the call screening greeting audio

Admins and users can replace standard call screening messages with professional, customized greetings from their audio library to create a more polished caller experience. Users have access to the same greeting customization options available in call handling features, including personal library assets and the ability to upload new audio files when permitted by account policies.

Admins can manage call screening greetings through the dedicated Call screening greeting category in the asset library. The system maintains the requirement that all custom greetings include clear "press 1" instructions for caller navigation.

1. Enable the Call Screening setting at the desired level.
2. (Optional) Under Call Screening prompt, use the Default audio, or click Edit and then select one of the following:
   • Choose from asset library: Choose the call screening greeting audio if your account has an audio library set up.
   • Add Audio: Add a call screening greeting audio.
   • Reset to default media: Reset the call screening audio greeting to the default audio.
3. (Optional) Under Call Screening rules, select the Exclude user and company contacts from call screening, calls will reach users as normal checkbox to exclude contacts from screening. Deselect the checkbox to screen all inbound callers.
4. After making your selection, click Save.