Configuring Zoom Phone routing override mode

Account owners and admins can configure a routing override mode policy that allows call queue (CQ) and shared line group (SLG) members to redirect group calls temporarily. When enabled, routing override mode settings will appear on the call queue and shared line group profile page for detailed configurations. With appropriate configurations, routing override mode allows call queue and shared line group members and admins to override the call routing for the entire group from their endpoint. Admins can set up routing options through the web portal, including destinations like voicemail, other call queues, auto receptionists, or external numbers. The feature provides visual indicators on the admin portal and user endpoints to show when override mode is active. 

Members can modify routing destinations during activation through an IVR menu. When activated, ongoing calls continue while new incoming calls are redirected to the pre-configured destination, such as voicemail, another extension, or an external number. Members can activate or deactivate this mode using DTMF codes from any endpoint, including desk phones and the desktop/mobile app.

Note: Once the Routing override mode policy is deactivated for the entire call queue/shared line group, all new incoming calls to the CQ/SLG (whether it is directly dialed or internally forwarded/transferred/overflowed) will return to the normal call handling settings based on the corresponding hours.

Requirements for configuring Zoom Phone routing override mode

• Pro, Business, or Education account
• Account owner or admin privileges
• Zoom Phone license
• Initial Zoom Phone setup to create and manage call queues and shared line groups
• User or common area phone must have a Zoom Phone Metered, Unlimited, or Pro plan to be a shared line group member

How to enable or disable routing override mode

Account

To enable or disable Routing override mode 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 navigation menu, click Account Management then Account Settings.
3. Click the Zoom Phone tab.
4. Under General, click the Routing override mode toggle to enable or disable it.
5. If a verification dialog appears, click Enable or Disable to verify the change.
6. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Site

Note: Site-level phone policies are not applied to users who are members of one or more user groups with activated Zoom Phone policies.

To enable or disable Routing override mode for a site:

1. Sign in to the Zoom web portal as an admin with the privilege to edit sites.
2. In the navigation menu, click Phone System Management then Company Info.
3. Click the applicable site name from the list.
4. Click the Policy tab.
5. Under General, click the Routing override mode toggle to enable or disable it.
6. 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.
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.

Call Queue

To enable or disable Routing override mode 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 navigation menu, click Phone System Management then Call Queues.
3. Click the applicable call queue name from the list.
4. Click the Profile tab.
5. In the Routing override mode, click the Routing override mode toggle to enable or disable it.
6. 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.
7. Configure the routing override mode.

Shared Line Group

To enable or disable Routing override mode for a shared line group:

1. Sign in to the Zoom web portal as an admin with the privilege to edit groups.
2. In the navigation menu, click Phone System Management then Shared Lines.
3. Click the Shared Line Group tab.
4. Click the applicable shared line group name from the list.
5. Click the Profile tab.
6. In the Routing override mode, click the Routing override mode 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 routing override mode.

How to configure the routing override mode for call queues and shared line groups

Call Queue

1. Enable Routing override mode for the call queue.
2. In the Routing option section, to the right of Leave voicemail to current extension, click Edit.
   A pop-up window will appear.
   1. In the window, click the dropdown and select from the following options:
      Note: After selecting your option, search for and select the extension you want to use.
      
      • Voicemail
      • User
      • Call Queue
      • Auto Receptionist
      • Common Area
      • Phone Number
        Note: You must select the I acknowledge that by checking the box, forwarded calls will be billed based on usage. checkbox.
      • Shared Line Group
   2. Click Save.
3. (Optional) Select the Allow end users to route to an external phone number checkbox.

Shared Line Group

1. Enable Routing override mode for the shared line group.
2. In the Routing option section, to the right of Leave voicemail to current extension, click Edit.
   A pop-up window will appear.
   1. In the window, click the dropdown and select from the following options:
      Note: After selecting your option, search for and select the extension you want to use.
      
      • Voicemail
      • User
      • Call Queue
      • Auto Receptionist
      • Common Area
      • Phone Number
        Note: You must select the I acknowledge that by checking the box, forwarded calls will be billed based on usage. checkbox.
      • Shared Line Group
   2. Click Save.
3. (Optional) Select the Allow end users to route to an external phone number checkbox.

End users must dial the DTMF *88 code from their IP phone or the Zoom app to start the Routing Override Mode feature.