Hi New2ZoomPhone.
You can change the routing of the calls during your setup for business hours.
Admins and phone users can customize call handling settings to determine how calls are routed during the business, closed, or holiday hours. For example, you can customize settings so that you receive calls on the Zoom desktop client and mobile app during business hours, but during closed hours, all calls go straight to your voicemail.
How to access call handling settings
Admin
Note: Admins can also customize default call handling settings for the account or site.
- Sign in to the Zoom web portal.
- In the navigation menu, click Phone System Management, then Users & Rooms.
- Click the name of the phone user you want to adjust settings for.
- Click the User Settings tab.
- Click Edit next to Call Handling in the Business Hours or Closed Hours section.
Note: To edit call handling settings for Holiday Hours, click Manage next to Holiday List & Call Handling, select a holiday, then click Edit next to Call Handling.
Phone user
- Sign in to the Zoom web portal.
- In the navigation menu, click Phone.
- Click the Settings tab.
- Click Edit next to Call Handling in the Business Hours or Closed Hours section.
Note: To edit call handling settings for Holiday Hours, click Manage next to Holiday List & Call Handling, select a holiday, then click Edit next to Call Handling.
How to customize call handling settings
You can customize how calls are routed during the business, closed, and holiday hours.
Note: The lock icon (🔒) means a Zoom Phone admin can restrict access to the setting or its options. If you don't see one of these settings, contact your admin for access.
- Call Handling: Click Edit to customize how calls are routed during the specified hours.
Note:
- Zoom Applications toggle: Turn off the Zoom Applications toggle if you don't want to receive calls on the Zoom desktop client and mobile app.
- If you set the Call Handling Ring Mode to Simultaneously, use the toggles to enable or disable each option.
- If you set the Call Handling Ring Mode to Sequentially, use the arrow icons or click and drag to rearrange the order.
- 🔒Click Add Phone Number to forward to an external phone number; for example, a personal phone number not part of Zoom Phone. You can also edit or delete existing external phone numbers.
Note: Make sure to select the correct country/region in the drop-down menu to add the external phone number. Some countries share the same country code but appear as separate entries in the drop-down menu. - Require to press one before connecting the call: Click the check box if you want to require callers to press one before connecting to external phone numbers you've added above.
- Call Handling Ring Mode: Select the method to distribute calls during the business, closed, and holiday hours. You can only have one call handling ring mode for all hours specified.
Note: Zoom applications refer to the Zoom desktop client and mobile app.- Select Simultaneously to ring the Zoom app and specified devices simultaneously. After selecting this option, edit the Call Handling setting to specify the routes.
- Select Sequentially to ring the Zoom app and devices one at a time.
After selecting this option, edit the Call Handling setting to specify the sequence.
- Max Wait Time: The maximum wait time before the call is handled as specified in the setting below (When a call is not answered).
- Select how unanswered calls are handled during business or closed hours when a call is not answered.
- Forward to voicemail🔒: Route calls to your voicemail.
- Allow callers to reach an operator🔒: Allow callers to press 0 to get the operator or press 1 to leave a voicemail message. After enabling this option, you can customize the audio.
Note: This setting is also available in the default call handling settings for the account or site for admins.- IVR Menu: Displays the IVR menu for callers, which shows the keys that customers can press to reach the operator or leave a voicemail. This IVR menu can't be customized.
- Connect to Operator: Set the operator to any phone user, call queue, auto-receptionist, or shared line group.
- Allow the caller to check voicemail🔒: Allow callers to check voicemails over the phone.
- Greeting: Select a greeting from the drop-down menu or click Audio Library to customize audio. See the article about audio greetings for more information.
- Play a message, then disconnect🔒: Plays a custom message for the caller, then hangs up the call. Click Audio Library to customize audio.
- Disconnect: Disables voicemail during the specified hours. Without playing the voicemail greeting or routing to voicemail, the call will be disconnected.
- Forward to another extension🔒: Route calls to another extension in the account.
- Forward to External Contacts🔒: If the account has a directory of external users, you can route calls to an external contact.
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