Controlling whether or not calls show up as spam | Community
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Explorer
LafZach
Explorer
May 27, 2026
Solved

Controlling whether or not calls show up as spam

  • May 27, 2026
  • 2 replies
  • 143 views

Hi, 

I have a support ticket open regarding this but I figured I’d ask here as well.

I have an elevator phone that’s using a cell line to call a hard phone in my Zoom tenant. The caller ID is showing up as “Potential Risk”. I understand that this is often due to it being marked as spam in the various spam databases queried by carriers, including Zoom, and there’s not much I can do since I don’t own the calling number. I’m working with the party that owns it but it’s a slow process. 

I’m curious if there’s anything I can do within my Zoom tenant to ignore these calls being marked as spam? Instead of showing up as “Potential Risk” I would like them to show up either as their caller ID or a contact name. I’ve tried making a contact on the called phone and it didn’t seem to help. I’m not even entirely sure where these calls are getting marked, I can’t find any mention of “Potential Risk” in Zoom’s knowledge base so it may be another carrier overwriting the caller ID.

Thanks

    Best answer by Annie warner

    Hi,

    From what I understand, there isn’t currently a tenant-level setting in Zoom Phone that allows administrators to bypass or override the "Potential Risk" labeling on incoming calls.

    That label is typically applied based on spam/reputation data from upstream carriers or third-party call analytics services, and Zoom generally displays the information it receives rather than replacing it with local contact information. Even if you create a contact for the number, the spam warning may still take precedence in the call notification.

    A few things you could check:

    • Verify whether the caller ID appears correctly in Zoom Phone call logs, even when the incoming call toast shows "Potential Risk."

    • Test the same call to another carrier or phone system to determine whether the label originates before the call reaches Zoom.

    • Continue working with the owner of the calling number to have it reviewed and removed from any spam databases, as that is usually the long-term fix.

    I'd be interested to hear what Zoom Support says on your ticket, as this is a fairly common issue with elevator, alarm, and other automated calling systems that use cellular lines.

    Good luck, and please update the thread if you find a solution.

    2 replies

    E
    Community Super Champion | Partner
    Eliot
    Community Super Champion | Partner
    May 31, 2026

    hi ​@LafZach 

    1.  Your tenant can enable an optional feature that controls whether calls from company contact will be exempted from being marked as spam.

     

     (Optional) Select the Exclude user and company contacts from Spam Protection, calls will reach users as normal checkbox to enable it. Deselect the checkbox to disable it.

     

    Admin guide for Zoom Phone Spam

     

    User guide for Zoom Phone Spam

     

    1.  Your tenant that uses Zoom Phone should set up a synched contact with the elevator phone number and a contact name such as Elevator Phone.

     

    Note: If the external phone number is in your synced contacts, Zoom Phone displays the display name of the synced contact instead of the caller ID name. See our article about incoming call notifications for more information.

    Frequently asked questions about caller ID

     

    Creating or editing synced contacts

     

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

     

    Thanks, eliot

    Annie warner
    Newcomer
    Annie warnerAnswer
    Newcomer
    May 31, 2026

    Hi,

    From what I understand, there isn’t currently a tenant-level setting in Zoom Phone that allows administrators to bypass or override the "Potential Risk" labeling on incoming calls.

    That label is typically applied based on spam/reputation data from upstream carriers or third-party call analytics services, and Zoom generally displays the information it receives rather than replacing it with local contact information. Even if you create a contact for the number, the spam warning may still take precedence in the call notification.

    A few things you could check:

    • Verify whether the caller ID appears correctly in Zoom Phone call logs, even when the incoming call toast shows "Potential Risk."

    • Test the same call to another carrier or phone system to determine whether the label originates before the call reaches Zoom.

    • Continue working with the owner of the calling number to have it reviewed and removed from any spam databases, as that is usually the long-term fix.

    I'd be interested to hear what Zoom Support says on your ticket, as this is a fairly common issue with elevator, alarm, and other automated calling systems that use cellular lines.

    Good luck, and please update the thread if you find a solution.

      L
      Explorer
      LafZachAuthor
      Explorer
      June 5, 2026

      I’m going to mark this as the best answer as I think you’ve neatly summed up the issue.

      Zoom support told me the same thing that the other commenter mentioned but the idea of adding elevator and emergency phone numbers to our searchable company contacts didn’t sit right with my higher ups. Additionally, my Zoom call logs are showing the call coming in as “Potential Risk” so it’s definitely getting marked by an upstream carrier. Sometimes the call comes in as spam on my cell phone, which is T-Mobile, but other times it doesn’t so I’m not sure where its reputation is being checked. It’s frustrating to have so little insight into this as a non-service provider.

      So, since there is no way to ignore these spam markings and since they seem to take president over user/hard phone contacts there’s not much I can do. The solution, like you said, is to work with my carrier to make sure these numbers get registered as legitimate. 

      Thanks Annie, I appreciate the help.

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