Changing phone settings (web portal) in Zoom

Having Zoom Phone activated on your account gives you the ability to view the phone numbers that are assigned to your account, as well as configure settings like business hours, voicemail, and call privileges.

This article covers:

• How to change your phone settings

• How to update the time zone

  • Update the time zone during initial setup

  • Update the time zone in your profile

• How to forward to an external phone number

Prerequisites for changing phone settings in the web portal

• Zoom Phone license

How to change your phone settings

1. Zoom’s web portal can be accessed by signing in.

2. To make a phone call, click here.

3. For more information and options, please click the Settings tab on the left-hand side of the page:
   

     Note: In the section below, settings marked with an asterisk are only visible if they are applicable to you. For instance, if you have assigned a desk phone to your account, you will only be able to view the Desk Phone(s).

• Site: The site you belong to will be displayed here (if your administrator has allowed multiple sites to be created for your organization).

• Package: Provides you with a summary of your current calling plan for outgoing calls.

• Number(s): Provides you with a list of the direct phone numbers assigned to your account.

• Company Number: Contains the number of your main company as well as the extension number you have selected.

• Emergency Addresses?: Whenever you contact a number for an emergency, you should ensure that your emergency address is provided to the first responders.

• Outbound Caller ID? (only visible if you were assigned a calling package): If you are making a call using the Zoom desktop client or Zoom mobile app, you can select the caller ID number that should be used as the default. Before you make a call, you can change the number displayed on the outgoing caller ID before you dial it.
  

  Note:

  • By default, the caller ID will be hidden when you select Hide Caller ID from the drop-down menu.

  • Desk phones are not affected by this setting. The outgoing caller ID on desk phones can be set by changing the line key settings.

  • Check out your outbound caller identification number’s features and limitations before you start using it. 

Call Handling

The routing of inbound calls during custom hours can be customized once you have set up custom hours.

• Business Hours: When you click Edit, you have the option of changing the times at which you can answer calls. The business hours can be set to extend past 11:30 PM if you wish. In the case of working night shifts, this could be a very useful feature. The business hours can also be set manually in increments of 10 minutes; for example, 11:10 PM.

• Closed Hours: You can also set closed hours if you have customized your business hours.

• Holiday Hours: You can designate specific days of the year as holidays by clicking Manage.

Membership

• Call Queues: Shows the call queues you are a member of as well as any call queues you have created.

  • Receive Call Queue Calls:

  • You can configure whether or not you would like to receive call notifications for inbound calls routed from call queues. The setting affects the desktop client, the mobile app, and the desk phones that are connected to the system. As with the desktop client settings, the mobile app settings sync with the identical settings found in the desktop client. You may choose to follow one of these options:

    • Click the Receive Call Queued Calls toggle to enable/disable all calls from the call queue.
      

        Note: If you turn on this toggle and you had previously set toggles to off for specific call queues, your previous settings will take effect if you turn this toggle on.

    • Click View or Edit to view/disable calls from a specific call queue. There are two options available: Enable/Disable. It is possible to enable or disable the call notifications for specific call queues by selecting the toggles.

    • It may be necessary for you to select a reason for opting out of the call queue if your admin has enabled it for you.

• Monitoring: You can monitor calls at any time if you have privileges to do so. Click View to see which users, call queues, and shared line groups you can monitor at any time.

• Monitored: If other phone users may monitor you, you will be able to see the relevant extensions that have this privilege by clicking View.

• Shared Line Groups: You will be able to see which shared line group you are a member of by using this feature. There is a limit to how many shared line groups you can belong to.

  • Receive calls from shared line group: Inbound calls routed from your shared line group can be enabled or disabled based on whether you want to receive call notifications. The setting will be applied to the desktop client, the mobile app, as well as to the desk phone application. In order to make use of this setting, you must have a desktop client, a mobile app, or a desk phone. All platforms are compatible with this setting as well.

Delegation & Assistant

Make sure that someone else is making and receiving calls on your behalf so that you do not have to worry about it.

Intercom

Set up audio intercom.

Desk Phone

• Keys & Positions: In the Keys & Positions window, you can change the settings for the line keys in order to set the outbound caller ID for your desk phone and customize the line key appearance.

• Desk Phone(s):

• Your account will display a list of any devices that have been added to it. The Zoom Phone admin is responsible for turning on and provisioning any phones with an Online status.

  • Allow Hot Desking: This feature allows other phone users to sign in or out of your phone using the desk phone that you have enabled hot desking on.

  • Phone screen lock:

  • A softkey can be enabled that can be used to lock the phone’s screen when it is in use. To unlock your phone, you will need to enter your PIN number. Some devices are not capable of supporting this feature.

• PIN Code:

• The PIN can be entered by clicking Show or Edit in the PIN field. You need to enter the PIN on your desk phone if you want to check the voicemail, use hotdesking, or lock the screen. Depending on the Zoom Phone admin settings, you can set a length and complexity requirement for voicemail PINs. For more information, please contact your administrator.

Others

• Voicemail:

• If you wish to share the contents of your voicemail with other users of your phone, click Add. The Zoom web portal is the only way for phone users to access their shared voicemail inboxes. Adding more phone users to your account will not revoke the access to a given phone number.
  Note: It is also possible to customize the voicemail greeting that you leave for your customers.

• Blocked List

  • Block Calls without Caller ID: When the caller ID of incoming callers is hidden, block them from making any calls.

  • If you wish to view or edit the list of blocked numbers and prefixes, click View or Edit on the appropriate link. There are a number of numbers and prefixes that will be blocked by your organization’s admin and those numbers and prefixes will apply to all users in your organization. It is possible to add prefixes, numbers, or extensions to the blocked list by clicking Add under any of the following sections.

    • Blocked phone number prefixes: These are numbers that are blocked when they have a specific country code and area code.
      Note: When you enter 1905, for example, numbers with a country code of 1 and an area code of 905 will be blocked.

    • Blocked numbers or extensions: This allows you to block a specific phone number or internal extension number within your organization.
      Note:

    • Before entering the phone number, you will need to enter the country code. For example, entering 19051231234, blocks number +1 (905) 123-1234.

  • Block External Calls:

  • Set rules to block calls from external numbers during business hours, holidays, and when the office is closed. Using this setting, you will only be able to make inbound calls to external numbers. The ability to call external numbers will still remain available to you.

• Hold Music:

• As soon as you place the call on hold, the other party will hear the hold music that has been chosen for them. It is possible to customize the audio through the drop-down menu or by clicking the Audio Library link. It is possible to disable the playback of any hold music by selecting the Disable option.

• Audio Prompt Language:

• It is possible to select the default language for automated audio prompts using the drop-down menu. Inbound callers are provided with these prompts in order to provide them with additional information. It is possible, for example, for the caller to be routed to your voicemail, during which the voicemail greeting will play, followed by a prompt that instructs the caller to record their message after the tone. Press any key or stop talking to end the recording.

• User Status:

• The Zoom Phone account status is displayed on this screen. You may be unable to make or receive calls if you have had your account deactivated by your admin, but you can still access your call history/recordings and voicemails even if you have your account deactivated.

How to update the time zone

You must make sure that your time zone is set correctly. In addition to your business hours setting and any desk phones assigned by your Zoom Phone administrator, this will affect a number of Zoom Phone features.

Update the time zone during initial setup

Your Zoom Phone admin will notify you by email if your Zoom Phone license has been assigned to you, and you will receive a link in the email to enable Zoom Phone on your computer.

1. In the email notification you received from Zoom Phone, there is a link that you can click. Sign in to the Zoom web portal if you did not receive an email from Zoom. Click the Phone button once you are logged in.

2. By using the drop-down menu, you can choose the correct time zone for your location.

3. Then click the Setup button.

Update the time zone in your profile

It is possible to update the time zone in your profile if you have already completed the initial setup of your Zoom Phone account.

1. Zoom’s web portal can be accessed by signing in.

2. Then click on the Profile link in the navigation menu.

3. Click the Time Zone drop-down menu in the Date and Time section of the page to make changes to it.
   The date and time formats can also be changed to match the time zone of your region. Find out more about the profile settings by clicking the link below.

How to forward to an external phone number

If you would like to forward your call to an external phone number that is not part of your Zoom account in order to customize your call handling settings, follow these steps.

1. Zoom’s web portal can be accessed by signing in.

2. To make a phone call, click here.

3. Go to the Settings tab and click on it.

4. Click on the Edit button next to the Call Handling section under the Business Hours or Closed Hours section.
   Note: It is possible to edit the call handling settings for Holiday Hours by clicking Manage next to Holiday List & Call Handling, selecting a holiday, and then clicking Edit next to Call Handling to make the changes.

5. The Add Phone Number option allows you to forward a call to an external number that is not part of Zoom Phone, such as a personal number that is not part of Zoom Phone. Additionally, you will be able to edit or delete any external phone numbers that you already have.

   • Country/Region:

   •   In order to add the external phone number, you will need to make sure that the country/region is selected from the drop-down menu. While some countries have the same country code, they appear as separate entries in the drop-down menu, even though they have the same country code.

   • Phone Number:

   • Please enter the external number’s area code and number as well as the phone number.

   • Description: Describe the external number in a way that makes it easier for you to identify it.

6. Then click on the Save button.

7. In order to require callers to press 1 before connecting to an external phone number that you have added above, select the check box, Require callers to press 1 before connecting the call.

All content and images credit goes to https://support.zoom.us