Changing phone user settings in zoom App

The Zoom Phone user settings can be changed after adding users.

Notes:

• Additionally, a phone account can be configured to apply settings to all phone users in the account, and a policy setting can enable or disable certain features on the phone.
• Create templates to apply settings in bulk.

Prerequisites for changing phone user settings

• Accounts for Professionals, Businesses, or Schools
• With administrator privileges
• Zoom Phone

How to access a phone user’s settings

1. Zoom’s web portal requires logging in.
2. Click Users & Rooms from the navigation menu.
3. Select the phone user whose settings you want to change.

Customizing phone user settings

The following settings can be customized:

Profile tab

• Site (only visible if you have multiple sites):
• Indicates the site to which the phone user is logged in. You can move the user from one site to another by selecting it from the drop-down menu.
• Package:
• Choose a package for outbound calls. If you want to remove a package, click * next to it.
• Extension Number:
• The phone user’s extension number can be changed by clicking Edit.
  Note:
  • There are several numbers that are reserved for special services.
  • These numbers can range from three to six digits. Please contact Zoom if you require a longer extension number.
  • You must have less or the same number of sites if you have multiple sites with enabled site codes.
  • The error message will show the display name associated with the extension if you try to switch to an extension already in use.
• Number(s):
• You can assign direct phone numbers by clicking Assign. Only packages can be assigned.
• Emergency Address:
• When an emergency number is called, the address of the emergency is displayed. You can edit a phone user’s emergency address or add a location by clicking Manage.
  Note:
• To control whether or not phone users are able to edit their emergency addresses, click on the Policy tab.
• Personal Emergency Address:
• The Nomadic emergency services feature allows you to view or add personal emergency addresses when you click on Manage.
• Outbound Caller ID (only visible if the phone user has a calling package):
• When making a call using Zoom’s desktop or mobile apps, you can select the number that will appear as the default caller ID. When making a call using Zoom, the user can change the number that appears as the caller ID.
  Note:
  • You can hide the caller ID by default by selecting Hide Caller ID.
  • Learn more about outbound caller ID features and limitations.
  • Desk phones do not have this setting. For desk phones, you can change the line key settings to set the outgoing caller ID as the default.
  • In the event that you choose to prevent the phone user from changing their outgoing caller ID, a policy setting can be used.
• Country (only visible if you assign a package):
• The country code for outgoing calls can be selected here.
• Area Code (only visible if you assign a package):
• In order to change the default area code for outbound calls, you will need to click Set or Edit. The Zoom Phone will automatically use this area code when a user dials a number without an area code.
• Time Zone:
• When the user sets their profile, this is their time zone.

Policy tab

Certain Zoom Phone features can be enabled or disabled through policy settings.

History tab

You can see a user’s call history by selecting them.

User Settings tab

Note:

All settings marked with a star (*) will only be visible if the user has access to them. If a phone user has assigned a desk phone to him or her, you will only see Desk Phone(s).

Call Handling

Note:

In the phone user’s profile, make sure the time zone is set correctly.

As soon as you set up custom hours, you can choose how inbound calls during the hours you’ve set will be routed.

• Business Hours:
• Users can change their availability to answer calls by clicking Edit. After 11:30 PM, business hours can be extended. If you work nights, you can take advantage of this. Alternatively, you can manually enter a time in 10 minute increments, such as 11:10 PM.
• Closed Hours:
• This feature is available if you have customized business hours.
• Holiday Hours:
• Choose which days are holidays by clicking Manage.

Membership

• Call Queues:
• Shows the user’s call queues.
  • Receive Call Queue Calls:
  • Inbound call notifications for queued calls can be enabled or disabled.
  • Receive Call Queue Calls:
  • For inbound calls routed from call queues, you can enable or disable call notifications. Desk phones, mobile apps, and desktop clients can all be configured to receive these notifications. In addition to synchronizing this setting with the desktop client and mobile app, it syncs with the mobile app setting as well. There are several options to choose from:
    • Using the Receive Call Queues Calls toggle, you can enable and disable all calls coming from call queues.
      Note:
    • The previous configuration will take effect if you turn on this toggle but turn off toggles for specific call queues.
    • The View or Edit buttons allow you to enable/disable call queues. You can toggle on or off your call notifications by clicking on the toggles.
    • You will not need to choose a reason for opting out of the call queue if the call queue opt-out reasons feature is enabled. In the Zoom web portal or desktop client / mobile app, only members can select a reason to turn off the Receive Queue Call feature.
• Monitoring:
• You can view phone users, call queues, or shared line groups a phone user can monitor if they have monitoring privileges.
• Monitored:
• Click View to see which extensions allow other users to monitor this user.
• Shared Line Groups:
• Indicates whether this user belongs to a shared line group. Only one shared line group can be assigned to one user.
  • Receive calls from shared line group:
  • If you want to disable, enable, or enable call notifications from shared line groups for inbound calls, you must do so here. You can disable, enable, or enable call notifications on desktop, mobile, and desk phones.

Delegation & Assistant

Make and receive phone calls on behalf of your current phone user by assigning another phone user to do so.

Desk Phone

• Keys & Positions:
• Customize the key positions.
• Desk Phone(s):
• Displays the phone or device assigned to the user. Find out how to add or provision user phones.
  • Allow Hot Desking:
  • Make it possible for other phone users to sign in or out of the desk phone by enabling hot desking.
  • Phone screen lock:
  • Make it possible to lock the screen of the phone using an app. After entering the PIN, the phone will be unlocked. Some devices do not support this feature.
• PIN Code:
• The PIN of the phone is found by clicking either Show or Edit. A PIN is used to check voicemail, hotdesk, and lock the screen of a desk phone for protection against unauthorized access. Besides setting a minimum required length for voicemail PINs, you can also create a template which will randomly assign a PIN to phone users.

Voicemail & Call Recording

• Voicemail:
• Access the voicemail inbox of the phone user or restrict their own voicemail. Shared voicemail can only be accessed through Zoom’s web portal by phone users. You can revoke the access of an added phone user by clicking *.
• Automatic Call Recording:
• Calls are automatically recorded.
• A phone user can also regulate how much access he or she has to their own automatic recordings.
• Ad Hoc Call Recording:
• You can share the ad hoc recordings of the phone user (the call recording starts when the call is started). A phone user’s level of access to their own ad hoc recordings can also be changed.

Others

• Blocked List:
• Maintain the phone user’s blocked list.
• Hold Music:
• When a caller places the call on hold, a hold song plays for the other party. You can customize the audio by selecting from the drop-down list or by clicking on Audio Library. You can disable hold music by selecting Disable.
• Audio Prompt Language:
• Set the default language for the automated audio prompts using the drop-down menu. Callers will hear these prompts to provide them with more information. To end the recording, you can press any key or stop talking to end the recording if the caller is routed to your voicemail. Your voicemail greeting plays followed by the automated prompt: “If you would like to leave a message, please record it after the tone.”
• User Status:
• Indicates whether or not the user has a Zoom Phone license. Users who are disabled from making or receiving calls will still appear in users & rooms, but they are not able to make or receive calls. There is no need to worry about losing user information, such as call history and voicemail messages, in the event that you decide to reactivate the user’s account.