Default voicemail greeting for company-level holiday hours

[josh_swr]

In the company overview account settings, I am able to set the default voicemail greeting for most things, however it seems I can't do it for holiday hours. 

I've got standard holidays programmed in for the whole company which apply to all extensions. As far as I can tell it only lets me change the voicemail greeting per holiday, per auto receptionist/call queue/user, which is just way too much manual work for the number of destinations we have.  

Am I missing something, or is there truly no way to do this?

[Vinnie]

Hello @josh_swr , you should be able to define the following Defaults at the Zoom Phone location level according to what I can see in my Zoom settings (It is an Enterprise account but I assume it should be the same for any account):
Default Business Hours: Set the default business hours for all users, Zoom Rooms and common areas for the site.

Default Overflow for Business Hours: Set the default overflow for business hours for users, call queues and shared line groups.
Default Overflow for Closed Hours: Set the default overflow for closed hours for users, call queues and shared line groups.

Default holiday hours & force majeure events: Set the default holiday hours & force majeure events for all users, Zoom Rooms, common areas, auto receptionists, call queues and shared line groups for the site.

Default overflow for holiday hours & force majeure events: Set the default overflow for holiday hours & force majeure events for users, call queues and shared line groups.
Go to your Zoom Portal:  ADMIN > Phone System Management > Company Info. In my case I need to select the specific location as I have it setup for Multisite, and there there are the "Hours" defaults I described before. Other Defaults and Templates can be defined there.

Let me know how it goes and if this helped, please don't forget to mark this post as a solution.

Vinnie

[SkylarC]

I am having a similar issue to Josh. I have set all my holidays (manually for each holiday) and created a greeting prompt & IVR but when I call the main line today (Presidents Day), it goes to some default greeting prompt. I have changed it to the holiday greeting everywhere I could find the option but it's still the same default prompt when I call. (And I'm frustrated because I can see in the logs that other people are calling & getting this default greeting.)

I'm missing a step but nothing in the kb articles is matching what I'm seeing or providing the detail I need. 

I guess I have until Memorial Day to sort this out. 

(fwiw, we're Business not Enterprise level but it should be the same)

[Vinnie]

Hello @SkylarC 
I have been using Zoom Phone for over 4 years and I know it works as I described to @josh_swr on my previous comments; even more, I've just tested it adding Holidays adding it to in the "Zoom Phone Location" configuration and it actually updates all the Users/Call Queues and Auto Receptionists for that location.

❓Do you mind providing more details about your setup and what steps are you doing to configure the Holiday(s)? I would like to understand what is it that is not working in your case

[SkylarC]

I'm sure it works but I am clearly missing a configuration setting. 

Under Phone System Management>Company Info>Hours I have set Business Hours & Default Holidays & force majeure events.

Under Auto Receptionists>Main Auto Receptionist>Holiday List & Call Handling, under Greeting Prompt for each holiday, I added a holiday greeting recording. 
As I'm going through menus, it appears that I may need to put that Holiday greeting under Call Queues instead (or in addition to?)
Call Queues>Main Line>Holiday List & Call Handling
I am really a novice at this (but generally pretty tech savvy). The specifics are probably obvious to someone familiar with phone systems but not well documented for those of us who are not. 

[Vinnie]

To change the "Default Prompts" it is also done in Zoom Phone Account Settings, but on the left submenu, look for "Audio Prompt" and you will see "Default Audio Prompt - Manage" (Manage greetings, audio while connecting, and hold music for all Users, Zoom Rooms, Common Areas, and Cisco/Polycom Rooms under this site.)

Consider this will change those default prompts for everything under that particular location that is using Default Prompts:

"Greeting & Leave voicemail instruction" (independently for "business Hours", "Closed Hours", "Holiday Hours" )

"Greeting & Menu: Leave or check voicemail" (independently for "business Hours", "Closed Hours", "Holiday Hours" )

"Greeting & Menu: Connect to operator or leave voicemail" (independently for "business Hours", "Closed Hours", "Holiday Hours" )

"Greeting & Menu: Connect to operator, leave or check voicemail" (independently for "business Hours", "Closed Hours", "Holiday Hours" )

"Leave voicemail instruction" (independently for "business Hours", "Closed Hours", "Holiday Hours" )

"Message Greeting" (independently for "business Hours", "Closed Hours", "Holiday Hours" )

"Audio While Connecting" (independently for "business Hours", "Closed Hours", "Holiday Hours" )

"Hold Music / Music on Park" (independently for "business Hours", "Closed Hours", "Holiday Hours" )"Leave voicemail instruction" (independently for "business Hours", "Closed Hours", "Holiday Hours" )

[SkylarC]

I don't think that's it. I had found that yesterday and changed all the holidays to the holiday greeting but it still played a default greeting. (Interestingly, business & closed hours are all "default" for these but the correct main greeting plays for both.)

[Vinnie]

I got curios and started doing all the configuration myself and I think you and @josh_swr are correct. From what I can see, changing the "Default Audio Prompts", only should affect  User & Zoom Room & Common Area", so no ZCQ or ZAR are mentioned. I tested it with a user and although it inserts the Holiday correctly, it won't change the Default Prompt/Greeting. I wonder if this is really working as designed or a Bug now; I will keep looking into this, but must likely we need a Zoom Phone Product Owner to chip into the conversation.

[SkylarC]

I really appreciate you playing around with this! I will also try to contact support but had wanted to start with the community forum in case I was missing something obvious