Enabling Zoom Phone voicemail drop

Account owners and admins can configure the voicemail drop policy through the admin portal for users with Customer Engagement Pack licenses. This feature is disabled by default but can be enabled at the account, group, site, and phone user levels. 

The voicemail drop functionality allows users to automatically leave a pre-recorded message in a recipient's voicemail box without waiting on the line. The system prioritizes the voicemail drop prompt above other audio notifications to ensure a seamless experience without prompt overlapping. This enhancement streamlines communication workflows and saves time when leaving standardized messages.

Learn more about using voicemail drop.

Requirements for enabling voicemail drop

• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan
• Account owner or admin privileges
• Customer Engagement Pack add-on

Limitations for enabling voicemail drop

Voicemail drop has the following limitations:

• Users without a Customer Engagement Pack license will not have access to this feature, as it requires the premium license tier.

How to enable or disable voicemail drop for Zoom Phone

Account

To enable or disable Voicemail drop 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 Voicemail drop 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.

Group

To enable or disable Voicemail drop 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 Edit product settings.
6. Click the Zoom Phone tab.
7. Under General, click the Voicemail drop 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. (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 Voicemail drop 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 Voicemail drop 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. (Optional) To prevent all users in the site from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Phone user

To enable or disable Voicemail drop for a specific user:

1. Sign in to the Zoom web portal as an admin with the privilege to edit 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 applicable phone user name from the list.
5. Click the Policy tab.
6. Under General, click the Voicemail drop 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.