Customizing audio greetings and prompts in zoom App

Zoom Phone has an audio library that you can select from. Audio greetings and prompts can be customized by recording or uploading custom audio. In most cases, these prompts are played prior to routed calls.

The purpose of this article is to explain how you can customize the audio in your account for the extensions in which you are a user. Detailed instructions are provided by the links embedded in this article.

Notes:

• The default audio for extensions can also be customized.
• A greeting set for an auto receptionist, a call queue, or an IVR will override the greeting set for an extension’s voicemail when routing to that extension. You can follow the user’s voicemail greeting instead of selecting a replacement if you’re routing to the user’s voicemail.

Prerequisites for Customizing audio greetings and prompts

• There are four types of accounts: Pro, Business, Enterprise, and Education
• You can own an account or be an administrator
• For a ZOOM Phone account

Auto receptionists

• Greeting prompt:
• When the auto receptionist routes calls before opening or closing hours.
• Voicemail Greeting:
• Streams before routing to an extension or an auto receptionist’s voice mailbox.
• Message:
• The call is hung up after the custom message has been played.

Find out how to set up your auto receptionist.

IVRs

• Audio prompt:
• Immediately following the auto receptionist’s greeting prompt, the IVR’s audio prompt plays. Callers should hear the IVR menu in the audio prompt.
  Note:
• You can disable audio prompts if your IVR system has multiple levels in order to avoid playing them to callers repeatedly.
• Voicemail Greeting:
• This greeting plays before an extension’s voicemail is routed.

Discover how IVR settings work.

Call queues

• Greeting Prompt:
• The greeting plays prior to the call being routed based on the method of distribution.
  Note:
• For a comparison of call routing methods, please see our sections on greeting prompts and notes on call queues.
• Audio While Connecting:
• Plays for the inbound caller awaiting a response from a member who is available to receive the call.
• Music on Hold:
• A recording is played for the inbound caller when they are put on hold by someone in the call queue.
• Voicemail Greeting or any option that begins with Greeting & Menu:
• This option plays before it routes to an extension’s voicemail box.
• Leave voicemail instruction:
• This option plays before it routes to an extension’s voicemail box. Leaving a voicemail should be possible after the voicemail instruction. A sample greeting can be heard here.
• Recording disclaimer prompt (Play a prompt to call participants when the recording has started):
• Informs participants of the call that the call will be recorded (ad hoc or automatically).

Find out how to configure call queues.

Shared line groups

• Voicemail Greeting or any option that begins with Greeting & Menu:
• It plays before the call is routed to the extension’s voicemail inbox.
• Leave voicemail instruction:
• When the initial message is played, you will hear a message with instructions. Included in this message should be information about how to leave a voicemail. Here is a screenshot of a typical greeting you can use as an example.

Discover how to set up shared line groups.

Phone users

• The same settings available to phone users are available to admins for voicemail greetings and hold music.
• Recording disclaimer prompt (Play a prompt to call participants when the recording has started):
• Notifies participants that the call will be recorded (as a result of a pre-arranged recording or through automatic recording).

Account-level audio

Account-based customization is an option that allows you to set the default audio prompts and greetings for your account.