Reaching Front Desk Operator by Dialing "0" (2025 Solution)

[CEREVITY]

Hello everyone,

I'm having trouble setting up my phone number in the Zoom Phone system. When someone calls the number, they hear the message: "Please press 0 to speak to the operator." However, when "0" is pressed, the caller hears: "There’s nobody at that extension."

I’ve tried configuring this in my Zoom account settings but haven’t been able to figure out where or how to fix this. I’m looking for help with the following:

• How to correctly set up the "Press 0 for operator" functionality so it routes to the correct person or extension.
• Where in the Zoom admin settings I can configure this behavior.
• Any specific settings I need to review or adjust to make this work as intended.

I would appreciate detailed guidance or any steps I can follow to troubleshoot and resolve this issue.

Thank you in advance for your help!

[sparrow]

In your user settings, check the box, allow callers to reach an operator, you have to select who or what is the operator. A box under the IVR Menu appears with Connect to Operator with a searchable option to select a user, AR, SLG, common area and so forth.

[CEREVITY]

Is there any way you can include links to this fix? I just spent an hour playing with the settings and still no dice. Thank you

[Eliot]

For users to be able to allow their callers to reach your front desk operator, you must configure some settings.

For any user such as the front desk operator, in admin->phone system management->user settings, turn on “allow callers to reach an operator”.  You must also select who or what you want to act as an operator.  There is a drop down.  You could select whatever user you want to act as an operator, but this limits this operator to only one user.  You could create and select a call queue with several members so that more than one person can act as the operator.

You can also set up an option in your auto receptionist ivr to connect to an operator with the same options, i.e. a user, a call queue, etc.

I am not sure if you are asking a more basic question – how should your incoming calls be routed.  If someone calls your number, you may want the calls to routed to your extension but there are many options depending on your requirements.

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot