Enabling PSTN number to redirect voice engagements

• Inbound call notifications are sent to both the agent’s PSTN device and Zoom desktop app, but the agent can only answer the call on one device.
• Inbound calls can be redirected to the agent’s PSTN number.
• Outbound calls can be placed using the configured PSTN number.
• If the agent answers on the PSTN device, they can still use the Zoom app (desktop, PWA, or CTI client) to manage in-call controls such as transfer, conference, hold/unhold, and ad hoc recording.

Requirements for PSTN number redirect

Admin

• Pro, Business, or Education account
• Account owner or admin privileges
• Account switched to the voice internationalization environment

Agent

• Zoom Contact Center Essentials, Premium, or Elite licenses
• Zoom desktop app for Windows or macOS: Global minimum version or higher
• Zoom Web App
• CTI connector

Limitations for PSTN number redirect

• Redirect to PSTN is not supported when the agent is in Not Ready status.
• Redirect is not supported for inbound SMS.
• Redirect is not supported for outbound preview and progressive dialer campaigns.
• The following queue distributions are not supported: Simultaneous and Do Not Distribute.
• Warm transfer and warm conference are not supported in companion mode. Companion mode is when a call is redirected to the PSTN, and the Zoom desktop app is used to manage active call controls.
• This feature is not intended for agents that are only on mobile devices.

How to enable PSTN number to redirect voice engagements

1. Sign in to the Zoom web portal as an admin.
2. In the navigation menu, click Contact Center Management then Users.
3. Click the display name of a user.
4. Click the Policy tab.
5. Click the External redirect phone number toggle to allow users to an external number to redirect voice engagements.
   Note: Require verification process when adding a phone number is enabled by default.
6. Under User-level control, check the Allow user to edit preferences in their personal Contact Center settings checkbox to let users manage these settings on their own:
   • Redirect to an external phone number for inbound calls: Click the toggle to enable this setting.
     • Click + Add Phone Number and enter the number type, country/region, and other phone number where inbound calls should be redirected.
       • Enable Require pressing “1” before connecting to the call.
         Note: It is recommended to enable this feature to prevent unintended routing to external voicemail.
       • Review the billing notice, then check the acknowledgment box.
   • Redirect to an external phone number for outbound calls (Call Me On): Click the toggle to enable this setting.
     • Click + Add Phone Number and enter the number you want to use for outbound calls.
       • Enable Require pressing “1” before connecting to the call.
       • Review the billing notice, then check the acknowledgment box.

Agent experience

• Agents are notified on both the Zoom desktop app and PSTN device for inbound calls but can answer on only one.
• If the call is answered on the Zoom desktop app, the PSTN call is canceled.
• If the call is answered on the PSTN, the Zoom desktop app can be used for in-call controls, engagement tracking, and wrap-up, but audio cannot be switched to the Zoom desktop app.
• In-call controls such as transfer, conference, hold/unhold, and ad hoc recording must be performed through the Zoom App, PWA, or CTI client not the PSTN device.
• The PSTN device can only be used to end the call.
• Agent status is set to Occupied while on a PSTN call and cannot be changed to ready until the engagement ends.
• Engagement events indicate when a call is handled on a PSTN number.
• Wrap-up and disposition are automatically closed when handled from PSTN, unless manually completed on the client.
• If the PSTN call fails (e.g., invalid number, busy, out of range), the system follows normal queue distribution rules. Enabling Require pressing “1” before connecting to the call helps prevent unintended routing to external voicemail and ensures proper call handling.