Managing call routing for unassigned numbers

Account owners and admins can configure a default route for unassigned phone numbers at both the account and site levels. When configuring this feature, admins can select from three options: disconnect calls (default behavior), play a custom message before disconnecting, or forward calls to another extension type, including users, rooms, auto receptionists, call queues, or shared line groups. This enhancement makes sure that calls to unassigned numbers will no longer route to the PSTN. Calls will stay within the account and follow the configured unassigned number routing policy.

This feature includes call log enhancements with a dedicated filter to view calls to unassigned numbers, and reason codes that indicate when calls were handled by the unassigned number routing policy.

Requirements for managing call routing for unassigned numbers

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

How to enable or disable the Manage call routing for unassigned numbers setting

This setting allows calls to numbers not assigned to an extension to be handled according to the configured settings. This applies to calls originating both inside and outside the account.

Account

To enable or disable Manage call routing for unassigned numbers 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 Manage call routing for unassigned numbers toggle to enable or disable it.
5. If a verification dialog appears, click Enable or Disable to verify the change.
6. Under Incoming calls to unassigned numbers, click the dropdown and select from the following options:
   • Disconnect: Disconnect the call.
   • Play a message, then disconnect: The system will play a pre-configured message to the caller before disconnecting the call.
     1. Under Routing rules for unassigned numbers, select the default prompt, or click Edit to choose from the asset library or add audio.
   • Forward to another extension: Route calls to another extension in the account.
     1. Under Forward to, click the dropdown and select the extension type.
     2. Search by name, email, or extension.
7. Click Save.
8. (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

To enable or disable Manage call routing for unassigned numbers for a site:

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 Company Info.
3. Click the applicable site name from the list.
4. Click the Policy tab.
5. Under General, click the Manage call routing for unassigned numbers 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. Under Incoming calls to unassigned numbers, click the dropdown and select from the following options:
   • Disconnect: Disconnect the call.
   • Play a message, then disconnect: The system will play a pre-configured message to the caller before disconnecting the call.
     1. Under Routing rules for unassigned numbers, select the default prompt, or click Edit to choose from the asset library or add audio.
   • Forward to another extension: Route calls to another extension in the account.
     1. Under Forward to, click the dropdown and select the extension type.
     2. Search by name, email, or extension.
8. Click Save.
9. (Optional) To prevent all users in the site from changing this setting, click the lock icon , and then click Lock to confirm the setting.