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Question

Default voicemail greeting for company-level holiday hours

Forum|Forum|1 year ago
January 17, 2025
2 replies
3 views

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

Community Champion | Customer

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

S

SkylarC

Newcomer

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

Community Champion | Customer

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

S

SkylarC

Newcomer

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

Community Champion | Customer

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" )

S

SkylarC

Newcomer

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.)

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