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Assigning numbers to extensions - one metered and one basic (US/Canada)

Forum|Forum|2 months ago
November 21, 2025
3 replies
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I have two numbers and two plans. One plan is metered and the other is an add-on basic plan.

I want each number to go to a different extension number but can't figure out how to set this up.

I created a second user account but can't assign the second number to it as it says I need another metered plan to do this.

How do I set up the numbers to go to separate extensions?

Can I use the same user and assign more than one extension?

Can each extension have a different greeting?

Call handling and routing

Best answer by Eliot

hi @Percentage

As Ray suggests, you will need two auto receptionists.

Main Site (default) Auto Receptionist, and

Second Auto Receptionist.

Assign one of your telephone numbers to your main site auto receptionist and the second number to your second auto receptionist.

Each auto receptionist provides routing options such as route to a user extension, route to an interactive voice response (IVR), route to a call queue, etc.

The main auto receptionist and the second auto receptionist usually have different greetings.

The main auto receptionist and the second auto receptionist can route calls to the same or different user (extension).

These Zoom support articles and video provide more detail.

Managing auto receptionists

Changing auto receptionist settings

Creating an interactive voice response system

Configure an Auto Receptionist

When calls come in, the user is notified about the caller id number and name (if available). The user is also notified where the call was routed from, i.e. main site auto receptionist or second auto receptionist. You can use whatever name you want for each auto receptionist, i.e. Ace Imports, Worldwide Consulting, etc.

Viewing inbound call notifications for the Zoom app and Zoom Web App

To make outgoing calls, the user (extension) needs a calling plan.

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks, eliot

Ray_Harwood

Community Super Champion | Customer

Welcome to the Zoom Community, @Percentage.

Numbers (and extension) are usually assigned to people. But they can be unassigned to Call Queues, and Auto Receptionists. It sounds like you don’t want this number to ring anywhere or tag a human. What do you want to happen with calls made to it?

I’m guessing assigning it as an Auto Receptionist is what you want. Go to Admin > Number Management and assign it to an Auto Receptionist – this will route calls there, and you can program what Tour m you want the Auto Receptionist to do with the call… though it can be a little tricky.

Give it a go, and let me know if you need more help.

P

PercentageAuthor

Newcomer

Yes, I want both lines to be answered by an attendant and not "ring" a person. I would like different messages. Also, I think I would like the numbers to be assigned to different extensions so that when I get an email regarding a message I can tell which number was answered. I'll fool around an see what I can figure out.

E

EliotAnswer

Community Super Champion | Partner

hi @Percentage

As Ray suggests, you will need two auto receptionists.

Main Site (default) Auto Receptionist, and

Second Auto Receptionist.

Assign one of your telephone numbers to your main site auto receptionist and the second number to your second auto receptionist.

Each auto receptionist provides routing options such as route to a user extension, route to an interactive voice response (IVR), route to a call queue, etc.

The main auto receptionist and the second auto receptionist usually have different greetings.

The main auto receptionist and the second auto receptionist can route calls to the same or different user (extension).

These Zoom support articles and video provide more detail.

Managing auto receptionists

Changing auto receptionist settings

Creating an interactive voice response system

Configure an Auto Receptionist

When calls come in, the user is notified about the caller id number and name (if available). The user is also notified where the call was routed from, i.e. main site auto receptionist or second auto receptionist. You can use whatever name you want for each auto receptionist, i.e. Ace Imports, Worldwide Consulting, etc.

Viewing inbound call notifications for the Zoom app and Zoom Web App

To make outgoing calls, the user (extension) needs a calling plan.

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks, eliot

S

sophee99

Newcomer

great answer.

P

PercentageAuthor

Newcomer

Thanks. It took a little bit to find all the menu links but it seems to have worked.

It also took a while to find out how to route to voicemail instead of the attendant.

The issue was that the menu pop-ups don't show the entire list of options and it is not obvious that you can scroll through them.

E

Eliot

Community Super Champion | Partner

hi @Percentage

thanks for the feedback. i had the same issue with some drop down menus requiring scrolling to see all the options.

eliot

Ray_Harwood

Community Super Champion | Customer

@Eliot and @Percentage – all this time I just thought I was an idiot for not seeing the scroll- ability of phone setup menus! Can we get some scroll bars please?!

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