Blocking inbound calls

Zoom Phone provides comprehensive blocking capabilities to help administrators and users manage unwanted calls and messages. Account owners and administrators have centralized control over blocking settings, allowing them to configure call blocking policies at multiple levels, including account-wide, site-specific, group-based, and individual user settings. This flexibility enables organizations to implement blocking strategies that align with their security policies and communication needs. Inbound calls can be blocked in the following ways:

• Block incoming calls without a caller ID
• Block incoming calls from internal extensions
• Block all incoming calls from outside the Zoom account (external calls)
• Block List for Inbound Calls and Messaging
• Block incoming spam calls

Learn more about managing blocked outbound calls.

Phone users can also manage their own blocked list from the web portal or block a phone number directly from their Zoom Workplace app.

Requirements for blocking calls on Zoom Phone

• Account owner or admin privileges
• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan

Limitations of the blocked list

• Automatic Blocking and Block calls as threat features can only be enabled for the entire account.
• The ability to block calls using country code and Block List for Inbound Calls and Messaging is in the process of being rolled out to all accounts.

Effects of blocking calls

• Blocked calls will appear in the admin call log and associated phone user's call history.
• Blocked callers will hear a generic message stating that the person they are trying to reach is not available.
• If you blocked numbers at the user level, they can view or change your blocked numbers in their phone settings.
• If you blocked numbers at the account level, phone users can only view (not change) your blocked numbers in their phone settings.

How to block callers without a caller ID

Enable or disable Block Calls without Caller ID to block all incoming callers that hide their caller ID.

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 .
4. Click Zoom Phone.
5. Under Security & Privacy, click the Block Calls without Caller ID toggle to enable or disable it.
6. If a verification dialog displays, click Enable or Disable to verify the change.
7. Set rules for blocking callers without caller ID during the following hours:
   • Business hours: Select whether to apply the rule during the affected extension's business hours.
   • Closed Hours: Select whether to apply the rule during the affected extension's closed hours.
   • Holiday Hours: Select whether to apply the rule during the affected extension's holiday hours.
   • Break Hours: Select whether to apply the rule during the affected extension's break hours.
   • When a call is blocked: Route blocked calls to the affected extension's voicemail, or immediately disconnect the call.
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.

Group

1. Sign in to the Zoom web portal as an admin with the privilege to edit group settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Users .
4. Click Groups.
5. Click the group name you want to configure.
6. In the General configuration section, click Edit product settings.
7. Click Zoom Phone.
8. Under Security & Privacy, click the Block Calls without Caller ID toggle to enable it.
9. If a verification dialog displays, click Enable or Disable to verify the change.
10. Set rules for blocking callers without caller ID during the following hours:
    • Business hours: Select whether to apply the rule during the affected extension's business hours.
    • Closed Hours: Select whether to apply the rule during the affected extension's closed hours.
    • Holiday Hours: Select whether to apply the rule during the affected extension's holiday hours.
    • Break Hours: Select whether to apply the rule during the affected extension's break hours.
    • When a call is blocked: Route blocked calls to the affected extension's voicemail, or immediately disconnect the call.
11. (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

1. Sign in to the Zoom web portal as an admin with the privilege to edit site settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration.
4. Click Phone system, then click Company Info.
5. Click the name of the site you want to edit.
6. Click the Policy tab.
7. Under Security & Privacy, click the Block Calls without Caller ID toggle to enable or disable it.
8. If a verification dialog displays, click Enable or Disable to verify the change.
9. Set rules for blocking callers without caller ID during the following hours:
   • Business hours: Select whether to apply the rule during the affected extension's business hours.
   • Closed Hours: Select whether to apply the rule during the affected extension's closed hours.
   • Holiday Hours: Select whether to apply the rule during the affected extension's holiday hours.
   • Break Hours: Select whether to apply the rule during the affected extension's break hours.
   • When a call is blocked: Route blocked calls to the affected extension's voicemail, or immediately disconnect the call.
10. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Auto receptionist, call queue, or shared line group

1. Sign in to the Zoom web portal as an admin with the privilege to edit auto receptionist, call queue, or shared line group settings.
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.
4. Click one of the following depending on what you need to edit: Auto Receptionists, Call Queues, or Shared Lines.
5. Follow the steps depending on what you need to edit:
   • Auto Receptionists: Click the Classic tab, then click the name of the auto receptionist.
   • Call Queue: Click the name of the call queue.
   • Shared Lines: Click the Shared Line Group tab, then click the name of the shared line group.
6. Click the Policy tab.
7. Under Security & Privacy, click the Block Calls without Caller ID toggle to enable or disable it.
8. If a verification dialog displays, click Enable or Disable to verify the change.
9. Set rules for blocking callers without caller ID during the following hours:
   • Business hours: Select whether to apply the rule during the affected extension's business hours.
   • Closed Hours: Select whether to apply the rule during the affected extension's closed hours.
   • Holiday Hours: Select whether to apply the rule during the affected extension's holiday hours.
   • Break Hours: Select whether to apply the rule during the affected extension's break hours.
   • When a call is blocked: Route blocked calls to the affected extension's voicemail, or immediately disconnect the call.

Phone user

1. Sign in to the Zoom web portal as an admin with the privilege to edit user settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration.
4. Click Phone system, then click Users & Rooms.
5. Click the name of the user you want to block numbers for.
6. Click User Settings.
7. Under Others, in the Block Rules section, click the Block Calls without Caller ID toggle to enable or disable it.
8. If a verification dialog displays, click Enable or Disable to verify the change.
9. Set rules for blocking callers without caller ID during the following hours:
   • Business hours: Select whether to apply the rule during the affected extension's business hours.
   • Closed Hours: Select whether to apply the rule during the affected extension's closed hours.
   • Holiday Hours: Select whether to apply the rule during the affected extension's holiday hours.
   • Break Hours: Select whether to apply the rule during the affected extension's break hours.
   • When a call is blocked: Route blocked calls to the affected extension's voicemail, or immediately disconnect the call.

How to block external calls

You can also block all inbound external calls at the account, site, or extension (specific phone users, Zoom Rooms, common area phones) level. Blocking external calls only applies to inbound calls/SMS, meaning outbound calls/SMS to external phone numbers will still be allowed.

Notes: External calls include all calls from phone numbers that are:

• not direct Zoom Phone numbers in the same account
• not configured as part of BYOC
• not synchronized from Exchange or Active Directory
• not Zoom user's personal phone number
• Numbers that are configured as External contacts will be allowed

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 .
4. Click Zoom Phone.
5. Under Security & Privacy, click the Block External Calls toggle to enable or disable it.
6. If a verification dialog displays, click Enable or Disable to verify the change.
7. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.
8. Set rules for blocking external calls during the following hours:
   • Business hours: Select whether to apply the rule during the affected extension's business hours.
   • Closed Hours: Select whether to apply the rule during the affected extension's closed hours.
   • Holiday Hours: Select whether to apply the rule during the affected extension's holiday hours.
   • Break Hours: Select whether to apply the rule during the affected extension's break hours.
   • When a call is blocked: Route blocked calls to the affected extension's voicemail, or immediately disconnect the call.
9. Click Save.

Site

1. Sign in to the Zoom web portal as an admin with the privilege to edit site settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration.
4. Click Phone system, then click Company Info.
5. Click the name of the site you want to edit.
6. Click the Policy tab.
7. Under Security & Privacy, click the Block External Calls toggle to enable or disable it.
8. If a verification dialog displays, click Enable or Disable to verify the change.
9. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.
10. Set rules for blocking external calls during the following hours:
    • Business hours: Select whether to apply the rule during the affected extension's business hours.
    • Closed Hours: Select whether to apply the rule during the affected extension's closed hours.
    • Holiday Hours: Select whether to apply the rule during the affected extension's holiday hours.
    • Break Hours: Select whether to apply the rule during the affected extension's break hours.
    • When a call is blocked: Route blocked calls to the affected extension's voicemail, or immediately disconnect the call.
11. Click Save.

Phone user, Zoom Room, or common area phone

1. Sign in to the Zoom web portal as an admin with the privilege to edit user, Zoom Room, or common area phone settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration.
4. Click Phone system, then click Users & Rooms.
5. Click the Users, Zoom Rooms, or Common Area Phones tab depending on what extension you want to edit.
6. Click the name of the extension you want to edit.
7. Click the User Settings or Settings tab.
8. In the Block Rules section, click the Block external calls toggle to enable or disable it.
9. If a verification dialog displays, click Enable or Disable to verify the change.
10. Set rules for blocking external calls during the following hours:
    • Business hours: Select whether to apply the rule during the affected extension's business hours.
    • Closed Hours: Select whether to apply the rule during the affected extension's closed hours.
    • Holiday Hours: Select whether to apply the rule during the affected extension's holiday hours.
    • Break Hours: Select whether to apply the rule during the affected extension's break hours.
    • When a call is blocked: Route blocked calls to the affected extension's voicemail, or immediately disconnect the call.
11. Click Save.

How to enable Block List for Inbound Calls and Messaging

Admins can configure the Block List for Inbound Calls and Messaging at the account, group, site, or user level to block calls and SMS/MMS from specific phone numbers, prefixes, country codes, or SMS short codes.

Additionally, Automatic Blocking can be enabled at the account level to automatically block numbers that are repeatedly flagged by users, and Block calls as threat allows users to classify threatening calls and configure custom handling options for them at the account level.

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 .
4. Click Zoom Phone.
5. Under Security & Privacy, click the Block List for Inbound Calls and Messaging toggle to enable it.
6. If a verification dialog displays, click Enable to verify the change.
7. Under Block List for Inbound Calls and Messaging, click Manage Number List to configure blocked numbers.
8. Follow the steps below to manage blocked numbers for all or by extension:

Blocked for All tab

Use this tab to add, edit, or delete numbers that are blocked for all users.

1. Click the Blocked for All tab.
2. Click Add to add a new blocked number:
   • Select Match type: Prefix, Number, Country/region code, or SMS short codes
   • Select Type: Block for Other Reasons or Block as Threat
   • Enter a Comment (optional)
   • Set Status (enabled or disabled)
   • Click Save
3. Click Edit next to an existing entry to modify it (same options as Add).
4. Click Delete next to an entry to remove it:
   • A verification dialog will appear
   • Click Delete to confirm
5. View information for each entry:
   • Number: The blocked phone number, prefix, country code, or SMS short code
   • Match Type: How the number is matched (Prefix, Number, Country/region code, or SMS short codes)
   • Type: The blocking category (Block for Other Reasons or Block as Threat)
   • Comment: Optional notes or reasons for blocking the number
   • Status: Whether the block rule is currently enabled or disabled
   • Create Time: The date and time when the block rule was created

Blocked by Extension tab

Use this tab to view numbers blocked by individual extensions and optionally block them for all users.

1. Click the Blocked by Extension tab.
2. (Optional) Search for specific numbers using the search bar.
3. (Optional) Filter results using:
   • Match type dropdown: All, Prefix, Number, Country/region code, SMS short codes
   • Type dropdown: Type (All), Block for Other Reasons, Block as Threat
4. View information for each entry:
   • Number: The phone number, prefix, country code, or SMS short code blocked by the extension
   • Match type: How the number is matched (Prefix, Number, Country/region code, or SMS short codes)
   • Type: The blocking category (Block for Other Reasons or Block as Threat)
   • Block: The number of times this number has been blocked by users in the account
   • Threat: The number of times this number has been blocked as a threat by users in the account
   • Comment: Optional notes or reasons for blocking the number
5. (Optional) To the right of the number, click Block for All to block the number for all users. If a verification dialog will appear, click Block to confirm.
6. (Optional) To the right of the number, click Delete to remove the blocked number. If a verification dialog will appear, click Delete to confirm.

Group

1. Sign in to the Zoom web portal as an admin with the privilege to edit group settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Users .
4. Click Groups.
5. Click the group name you want to configure.
6. Click Edit product settings.
7. Click Zoom Phone.
8. Under Security & Privacy, click the Block List for Inbound Calls and Messaging toggle to enable it.

Site

1. Sign in to the Zoom web portal as an admin with the privilege to edit site settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration.
4. Click Phone settings, then click Company Info.
5. Click the site name you want to configure.
6. Click the Policy tab.
7. Under Security & Privacy, click the Block List for Inbound Calls and Messaging toggle to enable it.

Auto receptionist, call queue, or shared line group

1. Sign in to the Zoom web portal as an admin with the privilege to edit site settings.
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.
4. Click one of the following depending on what you need to edit: Auto Receptionists, Call Queues, or Shared Lines.
5. Follow the steps depending on what you need to edit:
   • Auto Receptionists: Click the Classic tab, then click the name of the auto receptionist.
   • Call Queue: Click the name of the call queue.
   • Shared Lines: Click the Shared Line Group tab, then click the name of the shared line group.
6. Click the Policy tab.
7. Under Security & Privacy, click the Block List for Inbound Calls and Messaging toggle to enable it.
8. Click Manage Number List to configure:
   • Blocked phone number prefixes: To the right of Blocked Prefixes, click Add to block all numbers with a specific country code and area code. Select an area code, enter a prefix, and click Save.
     For example, entering 1905 blocks numbers with country code 1 and area code 905.
   • Blocked numbers: To the right of Blocked Numbers, click Add. Select an area code, enter a phone number, and click Save.
     For example, entering 19051231234, blocks number +1 (905) 123-1234.
   • Blocked country codes: To the right of Blocked Country Codes, click Add. Select the country code and click Save.
   • Blocked SMS short codes: To the right of Blocked SMS short codes, click Add. Select an SMS short code number and click Save.
     For example, entering 5 or 6-digit phone number used to send mass text messages, such as 236-56, blocks SMS short code 23656.

Phone user

1. Sign in to the Zoom web portal as an admin with the privilege to edit user settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration.
4. Click Phone settings, then click Users & Rooms.
5. Click the username you want to configure.
6. Click the User Settings tab.
7. Under Others, click the Block List for Inbound Calls and Messaging toggle to enable it.
8. Click Manage Number List to configure:
   • Blocked phone number prefixes: To the right of Blocked Prefixes, click Add to block all numbers with a specific country code and area code. Select an area code, enter a prefix, and click Save.
     For example, entering 1905 blocks numbers with country code 1 and area code 905.
   • Blocked numbers: To the right of Blocked Numbers, click Add. Select an area code, enter a phone number, and click Save.
     For example, entering 19051231234, blocks number +1 (905) 123-1234.
   • Blocked country codes: To the right of Blocked Country Codes, click Add. Select the country code and click Save.
   • Blocked SMS short codes: To the right of Blocked SMS short codes, click Add. Select an SMS short code number and click Save.
     For example, entering 5 or 6-digit phone number used to send mass text messages, such as 236-56, blocks SMS short code 23656.

Enable Automatic Blocking

Automatic Blocking enables automatic call blocking when a phone number is repeatedly blocked by users within the account. This feature is only available at the account level.

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 .
4. Click Zoom Phone.
5. Under Security & Privacy, click the Automatic Blocking toggle to enable it.
   A pop-up window will appear.
6. In the pop-up window, enter a number in the field After a number is blocked ___ times, block for all users in the account.
7. Click Enable.

Enable Block calls as threat

The Block calls as threat feature allows users to block and classify calls as Threat. Inbound calls from these phone numbers can be configured with custom handling options. This feature is only available at the account level.

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 .
4. Click Zoom Phone.
5. Under Security & Privacy, click the Block Calls as Threat toggle to enable it.
   A pop-up window will appear.
6. In the pop-up window, enter a number in the field After a number is blocked as threat ___ time(s), block for all users in the account.
7. Click Enable.
8. Select from the Threat Call Handling dropdown:
   • Forward to destination voicemail/videomail
   • Disconnect
   • Forward to another extension