Caller can only reach me if they know the extension / how to remove extension? | Community
Skip to main content
O
Newcomer
OMF
Newcomer
September 16, 2021
Question

Caller can only reach me if they know the extension / how to remove extension?

  • September 16, 2021
  • 3 replies
  • 0 views

Hi there, 


I recently setup a Zoom account to enable VoIP phone calls. I assigned myself a number and when setting it up also had to choose an extension that is now registered as my business number. So when I know call the phone number I want to use for my business, it can only be connected if the caller knows the correct extension. Is there any way to get rid of this extension requirement? Is it possible for an external caller to just call the number and be put through without having to add an extension? I have a large group of elderly people who will access my business, and the requirement for extensions etc is very confusing for them. 

 

Thanks for any help you may be able to provide. 

 

Cheers, 


Oliver

      3 replies

      C
      Community Champion | Employee
      Creola
      Community Champion | Employee
      September 16, 2021

      Hi @OMF ,

       

      Not knowing what your configuration in your Zoom web portal is, it seems that the phone number is assigned to the main company number and you might need to re-assign that number to yourself.  You can follow this article to re-assign the number to yourself https://support.zoom.us/hc/en-us/articles/360020808292#h_c03a72a1-4363-4608-9915-37cc0c9816d3.

       

      Hope this help,

        M
        Newcomer
        mediatoronzoom
        Newcomer
        April 5, 2022

        I have this same question. We are a small business, with only one phone number. I ported our company's landline to Zoom phone (Zoom Phone US/Canada Unlimited Calling). I don't understand how to "re-assign the number" and that isn't really what we need, because we simply want people to be able to call our main number and NOT have to dial an extension. How do I set it up so someone can call our main number -- without an extension number -- and one of our on-duty receptionists can answer it on the Zoom phone app on any device? 

         

        Also, with our current plan, will we be charged for US/Canada calls forwarded to a US/Canada mobile device?

        FORE-Craig
        Specialist
        FORE-Craig
        Specialist
        April 6, 2022

        Hi,

         

        Do you have multiple users who would answer the calls at the same time? 

        M
        Newcomer
        mediatoronzoom
        Newcomer
        April 6, 2022

        I understand, the Getting Started documents in Support are rather generic in style. I work for a small business though with one main number, and multiple users who have come and go throughout the day. We have a Call Queue set up to ring all users during the company business hours, and anyone available answers the call.

         

        So, does each person have their own Zoom Phone User account set up?

         

        Have you thought about setting the Auto Attendant to automatically Route To a Call Queue with the three members in it during general Business Hours? In the Call Queue you would add all three of the Users as members and Call Distribution as Simultaneous. Each person would then set their own user-level Business Hours according to their schedule.  Note: you can set the Greeting Prompt to Disabled.

         

        When someone calls in, the app (desktop and/or mobile) would ring for those members are within their personal business hours.

         

         


        Right now, we have only one "user" account we all share and log in to use as needed. (yes, we are still that small...)

        G
        Newcomer
        GabriellaA
        Newcomer
        April 6, 2022

        I am also having the same issue. I tried to article linked above, but it hasn't allowed me to remove the extension from our number. As with @mediatoronzoom , we are using this phone number for a small business, and simply need one main phone number to call. The extensions are unnecessary and cumbersome for our needs. Our expectation was that just one receptionist could receive all calls going to this main number, no extensions.

         

        Does anyone have any suggestions/assistance?

        FORE-Craig
        Specialist
        FORE-Craig
        Specialist
        April 6, 2022

        Hi Gabriella,

         

        Were you able to reassign your Company Number to your Zoom User record?

         

        The extension is an integral part of the system, but you can just ignore it. If a person calls the number, and your Call Handling is set to Zoom Applications for the Business Hours that you set, whoever is signed into the desktop or mobile app with your Zoom User Account will get the phone calls directly.

        M
        Newcomer
        mediatoronzoom
        Newcomer
        April 6, 2022

        I know this question was directed to Gabriella, and I would love your help with this as well.

         

        I am unable to figure out how to reassign my company number to my zoom user record.

         

        Moreover, how do I set a direct number? (Is this the same thing? Is this necessary?)

         

        And even though I set it to simultaneously ring to my cell phone, it doesn't do that either.

         

        Please take a look at the screenshots. This has really been confusing, so I am grateful for any guidance you may be able to provide.

        Terms & ConditionsAccessibility statement
        Copyright © Zoom Communications, Inc. All rights reserved.