Enabling or disabling Zoom Phone voicemail/videomail transcription

Account owners and admins can enable or disable voicemail/videomail transcription. When this setting is enabled, voicemail and videomail transcriptions will be created and remain accessible even if the setting is later disabled. If the setting is disabled, new voicemail and videomail transcriptions will not be generated.

Account owners and admins can enable automatic masking of personally identifiable information (PII) in voicemails at the account, group, user, and site levels. The feature supports masking predefined PII types and custom regular expressions. Users and admins receive notifications through the web portal and Zoom Workplace desktop app when PII data has been masked, including details about the type of information that was protected. Learn more about managing the Personal and Sensitive Data Group settings.

Requirements for enabling or disabling Zoom Phone voicemail/videomail transcription

• 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 voicemail/videomail transcription

Account

To enable or disable Voicemail/videomail Transcription 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 Voicemail/videomail Transcription 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.
7. Configure personal and sensitive data settings.

Group

To enable or disable Voicemail/videomail Transcription 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 navigation menu, click User Management then Groups.
3. Click the applicable group name from the list.
4. Click the Zoom Phone tab.
5. Under General, click the Voicemail/videomail Transcription 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.
8. Configure personal and sensitive data settings.

Site

To enable or disable Voicemail/videomail Transcription 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 Voicemail/videomail Transcription 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 site from changing this setting, click the lock icon , and then click Lock to confirm the setting.
8. Configure personal and sensitive data settings.

Call queue

To enable or disable Voicemail Transcription 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 Policy tab.
5. Under General, click the Voicemail Transcription 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 site level and needs to be changed at that level.
7. Configure personal and sensitive data settings.

Auto receptionist

To enable or disable Voicemail Transcription 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 navigation menu, click Phone System Management then Auto Receptionists.
3. Click either the Classic or Virtual Agent tab .
4. Click the applicable auto receptionist name from the list.
5. Click the Policy tab.
6. Under General, click the Voicemail Transcription 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 site level and needs to be changed at that level.
8. Configure personal and sensitive data settings.

Shared line group

To enable or disable Voicemail Transcription 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 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 Policy tab.
6. Under General, click the Voicemail Transcription 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 site level and needs to be changed at that level.
8. Configure personal and sensitive data settings.

Common area

To enable or disable Voicemail Transcription 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 navigation menu, click Phone System Management then Users & Rooms.
3. Click the Common Areas tab.
4. Click the applicable common area name from the list.
5. Click the Policy tab.
6. Under General, click the Voicemail Transcription 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 site level and needs to be changed at that level.
8. Configure personal and sensitive data settings.

Phone user

To enable or disable Voicemail/videomail Transcription for a phone user:

1. Sign in to the Zoom web portal as an admin with the privilege to edit phone users.
2. In the navigation menu, click Phone System Management then Users & Rooms.
3. Click the Users tab.
4. Click the applicable phone user name from the list.
5. Click the Policy tab.
6. Under General, click the Voicemail/videomail Transcription 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 site level and needs to be changed at that level.
8. Configure personal and sensitive data settings.

How to configure personal and sensitive data settings

Note: This setting applies only to content generated in English.

1. Enable the Voicemail/videomail Transcription setting at the level that you want.
2. Select the Redact personal and sensitive data checkbox.
   A pop-up window will appear.
3. In the window, select a Personal and Sensitive Data Group that will be applied to recordings, then click Save.
4. (Optional) On the web portal, to the right of the Personal and Sensitive Data Group, click Edit to select another group that will be applied to recordings.
5. Click Save.