Zoom phone having an additional AI voice response before our welcome AI | Community
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Emily Eades
New Member
February 24, 2026
Question

Zoom phone having an additional AI voice response before our welcome AI

  • February 24, 2026
  • 1 reply
  • 33 views

Recently our customers haven’t been getting through to our office, after investigations, it seems that our in-bound phone line has an additional new English ascent generated message saying ‘thanks for calling (company). Unfortunately, no one is available to take your call at the moment. please leave name and number’, immediate followed by our normal ‘Hi welcome to (company), Just one moment while I will see who is available to take your call’. After the first message our customer hang up & don’t get through to the normal response thus it doesn’t ring through to our office. 

 

Has anyone had this issue before? Our office hours have remained the same & no has changed setting for over 6 months. 

Can anyone help me as to what setting I need to adjust to turn off the currently activated first (new) AI voice message? 
 

Any help would be greatly appreciated. 

      1 reply

      E
      Community Super Champion | Partner
      Eliot
      Community Super Champion | Partner
      February 24, 2026

      hi ​@Emily Eades 

       

      Because you mention “additional AI voice response before our welcome AI”, are you using Zoom Virtual Agent?

      Managing Virtual Agents in Zoom Phone

       

      Please share a screen shot of the auto receptionist settings and a screen shot of whatever the auto receptionist routes to such as a call queue.  Please delete any confidential information on your screen shots.

       

       

      Check your auto receptionist business hours to be sure that they are correct.  I set business hours to be 24/7, but you probably have your custom business hours such as 9 to 6.

       

       

      Check your greeting prompt.  You can click the play button.  You have the option to disable this greeting.

       

       

       

       

      Check Route To.  In my test account, I have routed incoming calls to myself.  You may have incoming calls routed somewhere else such as call queue, shared line group, or interactive voice response.

       

       

       

       

      Check wherever you route calls.  For example, if you route incoming calls to a call queue, check its call queue business hours, its greeting prompt, and overflow.

       

       

       

       

      Here are a few support articles on auto receptionists, interactive voice response, and call queues.

       

      Managing auto receptionists

       

      Changing auto receptionist settings

       

      Creating an interactive voice response system

       

      Customizing audio greetings and prompts

       

      Managing Zoom Phone call queues

       

      Changing call queue settings

       

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