Set up overflow only for external calls.

[JoseSmithC]

We currently use an answering service to take calls whenever our main reception is unable to answer.

At the moment, we are having the issue where internal calls to reception that don't get answered are then being forwarded to this answering service, which is then charging us for these calls.

Is there any way to setup different overflow handling for internal vs external calls, so that say any internal calls go to voicemail or disconnect when not answered, and external calls can overflow to the answering service?

[Eliot · Accepted solution]

Hi JoseSmithC,

one possible solution:

External calls are routed by the auto receptionist to main receptionist call queue.  the receptionist is a member of the call queue.  if more than  X specified calls are in the call queue, then the calls go to the answering service.

External incoming calls -> auto receptionist -> main receptionist call queue -> receptionist member of call queue ->overflow->answering service

please see

Managing auto receptionists

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061421

Managing call queues

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064844

internal callers dial the receptionist's extension.  if receptionist is busy, internal calls go to voice mail.

Internal calls to receptionist -> receptionist extension->overflow to voice mail.

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

thanks,  eliot

[JoseSmithC]

Hi Eliot,

Thanks for this. After looking around a bit, our team came to the same conclusion.

Seems like Zoom Phone unfortunately doesn't have as much granular control over call handling and call routing as typical SIP systems have.

Would be a very useful feature to have on the Admin side, as it could allow for some pretty neat routing setups.

[Eliot]

hi josesmithc,

thanks for your reply.

first, i would encourage you to check with your zoom account executive, customer success manager, reseller or other zoom contacts as to the best solution.  zoom has some extremely large accounts where almost everything you can think of has been implemented.  some of these features are custom and some features exist but need to be enabled by zoom support.  in addiion, zoom has a top notch professional services group.

i would also encourage you to submit feedback to zoom in terms of any enhancement requests.  in your enhancement request you should ask for what you need and equally important describe the benefits in terms staff effifiency, your customer satisfaction, cost reductions, etc.

Sending feedback to Zoom

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0068808

thanks,  eliot