Changing Zoom Phone voicemail and forwarding settings in the Zoom Workplace app

Users can manage their call handling settings and voicemail greetings directly within the Zoom Workplace app without accessing the web portal. The feature allows users to set call handling hours and configure settings for when calls are busy or not answered during business and closed hours.

Users can record, upload, or use text-to-speech for voicemail greetings, with separate configurations available for different call scenarios. This feature focuses specifically on personal voicemail boxes and excludes shared extensions, holiday hours, and shared voicemail access. This enhancement streamlines the voicemail setup process by providing a centralized location for personal voicemail management within the primary application interface.

Requirements for changing voicemail and forwarding settings in the Zoom Workplace app

• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan
• Zoom desktop app for Windows, macOS, or Linux: Global minimum version or higher
• Zoom mobile app for Android or iOS: Global minimum version or higher
• Policy setting for voicemail and videomail enabled at the account/site and user level by your admin
  Note: The videomail option is disabled by default. This needs to be enabled for users to record a video greeting, or leave videomail for other phone users in the account.

Limitations for changing voicemail and forwarding settings in the Zoom Workplace app

Voicemail and forwarding settings in the Zoom Workplace app have the following limitations:

• This feature must be enabled by Zoom. This feature will be rolled out to accounts over time.

How to access voicemail and forwarding settings in the Zoom Workplace app

1. Sign in to the Zoom Workplace app.
2. Click your profile picture, then click Settings.
3. Click Phone .
4. Locate the Voicemail and forwarding section to change settings.

How to change Voicemail and forwarding settings

Business hours tab

1. Access Voicemail and forwarding settings in the Zoom Workplace app.
2. Click the Business hours tab.
3. Manage the following settings:
   • When I'm busy on another call: Click the dropdown menu and set the voicemail and forwarding settings.
   • When a call goes unanswered: Click the dropdown and set the voicemail and forwarding settings.

Closed hours tab

1. Access Voicemail and forwarding settings in the Zoom Workplace app.
2. Click the Closed hours tab.
3. Manage the following settings:
   • When I'm busy on another call: Click the dropdown menu and set the voicemail and forwarding settings.
   • When a call goes unanswered: Click the dropdown and set the voicemail and forwarding settings.

Voicemail and forwarding settings

When you change Voicemail and forwarding settings in the Zoom Workplace app, you can select from the following options:

• Call waiting: Receive the call even if you are busy on another call. You can answer by holding/declining the first call or sending the waiting call to voicemail.
• Forward to voicemail: Route calls to your voicemail.
• Play a message, then disconnect: Plays a custom message for the caller, then hangs up the call.
  • Disconnect greeting: Click the dropdown and choose one of the following options:
    • Default: Use the default audio.
    • Add new greeting: Add disconnect audio greeting. You can select the language and add an audio greeting by using text-to-speech, uploading a file, or recording by computer.
      Notes:
      • Text-to-speech audio messages have a limit of 3000 characters.
      • Uploaded files must be in MP3 and WAV formats, up to 10 MB.
      • You can record messages up to 4 minutes.
• Play a busy signal: Plays a busy signal to let the caller know you are busy.
• Forward to another extension: Route calls to another extension in the account.
  • To the right of Forward to, click Manage to select the extension you want to forward your calls to.
  • (Optional) Select the Send unanswered calls to my voicemail checkbox.
    Unanswered calls will be transferred to your voicemail at the end of the forwarding sequence. Disable this option to allow callers to reach the voicemail of your forwarding contact.
    1. If you selected this checkbox, set up the following:
       • Configure the Voicemail greeting by clicking the dropdown and choosing one of the following options:
         • Default: Use the default audio.
         • Add new greeting: Add disconnect audio greeting. You can select the language and add an audio greeting by using text-to-speech, uploading a file, or recording by computer.
           Notes:
           • Text-to-speech audio messages have a limit of 3000 characters.
           • Uploaded files must be in MP3 and WAV formats, up to 10 MB.
           • You can record messages up to 4 minutes.
       • Configure the Menu options by clicking Manage and choosing the IVR menu options:
         • Allow callers to reach an operator: Do not select if you don't want your user to forward or route calls to an operator. View the IVR Menu, configure the Connect to Operator settings, and then click Save. Allow callers to press 0 to reach the operator, or press 1 to leave a voicemail message. The operator can be set to any phone user, call queue, auto receptionist, or shared line group.
         • Allow callers to check voicemail: Do not select if you don't want your user to check voicemails. View the IVR menu, then click Save. Allow callers to press 2 to check voicemail by PIN.
• Forward to External Contacts: If the account has a directory of external users, you can route calls to an external contact.
  Note: In order for a user to successfully forward calls to an external number, the user must have a Direct Inward Dial (DID) number assigned. Currently, users with only an extension and no DID cannot forward calls externally.
  • To the right of Forward to, click Manage to select a forwarding contact.
  • (Optional) Select the Send unanswered calls to my voicemail toggle.
    Enable this option to require your forwarding contact to press 1 before connecting the call. Unanswered calls will be transferred to your voicemail at the end of the forwarding sequence. Disable this option to allow callers to reach the voicemail of your forwarding contact.

How to customize videomail greetings

Phone users can record a video greeting that is played for missed inbound calls from other Zoom Phone users in the same account. These users can then leave a videomail message that can be played back.

1. Access Voicemail and forwarding settings in the Zoom Workplace app.
2. Record a video greeting or videomail.

How to use voicemail prioritization with AI Companion

When Voicemail Prioritization with AI Companion is enabled, it can help Zoom Phone users prioritize their voicemails. Users can define a topic or intent that the system will use to organize their incoming voicemails in order of priority. Learn more about other Zoom AI Companion features and how Zoom AI Companion features handle your data. For language availability, review the supported languages for Zoom AI Companion features.

1. Access Voicemail and forwarding settings in the Zoom Workplace app.
2. Set up Voicemail Prioritization with AI Companion.