Changing Zoom Phone policy settings

Certain Zoom Phone features can be enabled or disabled using Zoom Phone policy settings. Zoom Phone licenses can be applied to Zoom Rooms with a Zoom Phone license, or call queues can be assigned to specific users, common area phones, or Zoom Phone licenses across the entire account. Certain policy settings can be bulk applied using a template.

Note: Account settings will override policy settings for extensions. The account could be configured to disable international calling for all users, while allowing certain phone numbers to make international calls.

Prerequisites for changing Zoom Phone policy settings

• Account types: Professional, Business, or Education
• Administrator or owner privileges
• License for Zoom Phone

How to access policy settings

Account (account management)

Note:

As of this writing, the following policies are applied only at the account level, namely, Automatically call from 3rd party apps, Monitoring, Soft Delete Users.

1. Log in to the Zoom web portal by using your email address and password.
2. Click Account Management in the navigation bar, followed by Account Settings.
3. From the Account Settings page, select the Zoom Phone option.
4. If you wish to enable or disable policy settings, you can toggle the toggles. A list of available settings can be found below.

Account (company info)

1. Log in to Zoom.
2. Select Company Info from the navigation menu.
3. On the Account Settings page, click Edit.
4. Scroll down and click Policies.
5. Toggle whether policies are enabled or disabled. Various options are listed below.

Site

Note:

You need to read this section only if you have more than one site.

1. Zoom’s web portal can be accessed by logging in.
2. To do so, click Phone System Management, and then Company Info on the left side of the screen.
3. Select the website you wish to edit.
4. Under Policies, click Change.
5. You can enable or disable policy settings using the toggles. The settings are listed below.

Extension (phone user, common area phone, Zoom Room, or call queue)

1. Join the Zoom web portal by logging in.
2. Select Phone System Management from the left navigation menu and then select one of the following pages:
   • Zoom Rooms, Users, or Common Area Phones (under Users or Zoom Rooms)
   • Queues for calls
3. Go to the Policies tab.
4. Turn on or off the policy settings using the toggles. Please refer to the table below for details.

How to remove extensions from being exempt

You can remove an exemption for a specific extension if you set a different policy setting for it. This will enable the account-level policy setting to take effect.

Note:

The setting only applies to the recording of ad hoc calls, automatic recordings, and international calls.

1. Zoom’s web portal is accessible by signing in.
2. Select Account Management from the menu, then click Account Settings.
3. Select Zoom Phone from the list.
4. View all extensions with different policy settings than account-level settings by clicking View under the policy setting.
   Note:
5. Click Privileged Extensions for a list of all users whose Automatic Call Recording policy is enabled.
6. Select extensions by checking the boxes.
7. Delete them.

Available policy settings

The following extensions can have their policy settings enabled or disabled:

Notes:

• Settings marked with an asterisk (*):
• The policy settings can only be changed at the site level if you have more than one site. It is only possible to disable multiple sites at the account level.
• Higher-level policies override lower-level policies. If, for example, a certain phone user is enabled but the site level is disabled, the phone user selection takes effect.

Policy setting	Account	Site	Phone user	Common area phone	Zoom Room	Call queue	Auto receptionist
Ad Hoc Call Recording		✔*	✔
Allow member Ad Hoc Call Recording for Queue Calls						✔
Auto Delete Data After Retention Duration: Configure rules for what data is retained, the duration of the retention period, and how to delete data after the retention duration.		✔*
Automatic Call Recording		✔	✔			✔
Automatically Call From 3rd Party Apps: Allow third-party apps to place a Zoom Phone call. Note: This feature needs to be enabled by Zoom.	✔
Call Forwarding to External Numbers: Allow phone users to forward to external phone numbers using their call handling settings.			✔
Call Overflow or Call Transferring	✔	✔	✔
Call Queue Opt-out Reason	✔	✔				✔
Call Queue Pickup Code						✔
Check voicemails over phone		✔*
Delegation	✔	✔	✔
Desktop Power User			✔
Elevate a Call to a Meeting	✔	✔	✔
Emergency Address Management		✔*	✔
Emergency Calls to Public Safety Answering Point (PSAP): The phone user can place emergency calls to a PSAP. Emergency calls are routed based on emergency call routing settings.			✔
Forward shared voicemails to emails: Allow voicemails from call queues, auto receptionists, and shared line groups to be forwarded to internal or external emails.		✔*
Hand Off to Room	✔	✔	✔
Hot Desking				✔
International Calling		✔	✔	✔	✔
Mobile Switch to Carrier	✔	✔	✔
Monitoring	✔
Nomadic Emergency Services		✔*
Personal Audio Library: Allow phone users to change their voicemail greeting, message greeting, and hold music. If disabled, default audio settings will be applied and phone users can’t change it.		✔*
Selecting Outbound Caller ID: The extension can select their outbound caller ID number before placing a call. If disabled, they can only use their default outbound caller ID number.		✔*	✔	✔	✔
Set caller ID viewing preferences for redirected calls		✔*
SMS: Allow phone users or call queue / auto receptionist members to send and receive SMS messages	✔	✔	✔			✔	✔
Soft Delete Users: Allows you to soft delete phone users by clicking the option to Move to Trash. Soft-deleted user can be restored within 30 days. After that, the phone user will be permanently deleted from the account. This setting doesn’t apply to Zoom Rooms with a phone license or common area phones.	✔
Soft Delete History, Voicemail and Recordings: Allows phone users to soft delete call history, voicemail, and recordings. Users can restore their soft-deleted items within 30 days. After that, it will be permanently deleted. To correctly see recovered items in the client, phone users must have client version 5.6.0 or higher. This feature needs to be enabled by Zoom.	✔
Voicemail & Videomail		✔*	✔
Voicemail Transcription: Phone users can access voicemail transcriptions in the Zoom desktop client or voicemail notification emails. Note: This policy setting is also available for auto receptionists.		✔*	✔			✔	✔
Zoom Phone on Mobile		✔*