ZOOM PHONE: Call Handling

Phone users can customize call handling settings to determine how calls are routed during business, closed, or holiday hours. For example, you can customize settings so that during business hours, you receive calls on the Zoom desktop client and mobile app, but during closed hours, all calls go straight to your voicemail.

Phone user

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone.
3. Click the Settings tab.
4. In the Business Hours or Closed Hours section, click Edit next to Call Handling.
   
   NOTE: To edit call handling settings for Holiday Hours, click Manage next to Holiday List & Call Handling, select a holiday, then click Edit next to Call Handling.

How to customize call handling settings

You can customize how calls are routed during business, closed, and holiday hours.

• Call Handling: Click Edit to customize how calls are routed during the specified hours.
  Note: When call handling is set as Simultaneously on an iPhone and call handling redirects calls back to the same iPhone, inbound call failures may occur, leading to call termination or redirection to voicemail. Users are advised to change their ring mode to another option or disable General > Use Call Kit to receive calls when not on Zoom from the Zoom app.
  • Zoom Applications toggle:
    • Turn on the appropriate toggle according to where you want to receive your phone calls.
    • Move the toggle to rearrange the order of the apps and devices where your calls are received.
    • Turn off the appropriate toggle if you don't want to receive calls on the Zoom desktop client, mobile app, or another device type.
      • Require to press 1 before connecting the call: This is checked by default and cannot be changed for call queues, however, can be turned off for non-call queue calls. 
  • Select the Call Handling Ring Mode:
    Note:
    • If you selected Simultaneously, in the Max Wait Time box, click the arrow to select the desired maximum wait time. The maximum wait time before the call is handled as specified in the setting below (When a call is not answered).
    • If you selected Sequential, in the Ringing Duration for Each Device box, click the arrow to select the desired ringing duration.
  • When I'm busy on another call: Select how calls are handled when you are busy in another call.
    • Call waiting: Receive the call even if you are busy on another call. You can answer by holding/declining the first call or sending the waiting call to voicemail.
    • Forward to voicemail/videomail: Route calls to your voicemail or videomail.
    • Play a message, then disconnect: Plays a custom message for the caller then hangs up the call. Click Audio Library to customize audio.
    • Play a busy signal: Plays a busy signal to let the caller know you are busy.
    • Forward to another extension: Route calls to another extension in your organization.  NOTE: The Virginia Tech Zoom policies do not allow forwarding to external (i.e. mobile) numbers. 
  • When a call is not answered: Select how unanswered calls are handled during business or closed hours.
    • Forward to voicemail/videomail: Route calls to your voicemail or videomail.
      • Greeting & Menu: Use the Default greeting or click Edit to add an audio greeting.
      • (Select a greeting from the drop-down menu or click Audio Library to customize audio. See the article about audio greetings for more information.)
    • Play a message, then disconnect: Plays a custom message for the caller then hangs up the call. Click Audio Library to customize audio.
    • Disconnect: Disables voicemail during the specified hours. The call will be disconnected without playing the voicemail greeting or routing to voicemail.