Restrict CAP to call only specific external numbers.

Forum|Forum|13 hours ago
June 10, 2026
2 replies
21 views

We have a CAP that a department wants to make available for customers to be able to call a specific set of support numbers. I have been unable to find how to create an outbound “whitelist” or way to restrict everything but these numbers. Has anyone encountered this scenario before?

E

Eliot

Community Super Champion | Partner

hi @JBlack

What is a CAP?

For customers to be be able to call a specific set of support numbers, you might consider call queues for Support A call queue, Support B call queue, Support C call queue. Each call queue can have its own direct number. If desired, you could have an auto receptionist for your company with the main company number. The auto receptionist could have an attached interactive voice response (IVR) allowing customers to select which support group they would be connected to.

Managing auto receptionists

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061421

Managing Zoom Phone call queues

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064844

If this is not what you want, please supply more details on your requirements.

thanks, eliot

J

JBlackAuthor

New Member

Thanks for the reply Eliot! A CAP is a common area phone, in our case they are physical phones that are not assigned to a Zoom Phone user but have Common Area licenses. In our specific case, the department in question wants a CAP available for use by visiting customers to be able to call out to an external support number for additional support not provided internally. To clarify, this means a non-staff person using our Zoom Phone to call an external number. The department wants to restrict that phone to be able to call only the support numbers and not for anyone to waltz in and make whatever calls they want.

E

Eliot

Community Super Champion | Partner

hi @JBlack

I have not tried this yet, but you might set up the common area phone with speed dials for each of your external support resources. The common area phone would not have a calling plan so it would be limited to internal calls. you would set up extensions for each external support resource with Zoom Phone calling plans. Each of these extensions would be set up to forward any calls to the selected external support resource direct inward dial number.

For example, if the common area phone speed dial was pushed to dial external support resource 1, the common area phone would dial extension 1000. Extension 1000 would be set up to automatically forward calls to the direct dial number for external support 1.

Comparing Common Area and Zoom Phone Pro features

Changing common area phone settings

Customizing call handling settings

thanks, eliot