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Enabling or disabling call overflow and transfer in zoom

ByCorporate Guider Zoom, Home

The Zoom Phone policy settings can be used by administrators to enable or disable the ability for phone users to change certain settings related to call overflow and handling as well as to transfer their calls using the in-call controls in Zoom Phone.

  Note: To configure these policies, you will need to go to the account settings, the site settings (if multiple sites are available) or the phone user settings. There are certain policy settings at a lower level which override those at a higher level. For example, if a specific phone user is enabled, but the site level setting is disabled, then the settings of the specific phone user will take effect.

Prerequisites for enabling or disabling call overflow and transfer

  • Pro, Business, or Education account

  • Account owner or admin privileges

  • Zoom Phone license

How to enable or disable call overflow and transfer for phone users

  1. At the account, site, or phone user level, you are able to access policy settings for your account, site, or phone.

  2. It can be enabled or disabled by clicking on the following toggles for the account, site, or phone user that is associated with the toggle.

    • Call Overflow: Users can choose whether or not to enable or disable the option of changing certain call overflow/handling settings on the phone. It should be noted that, if these options are disabled, they will no longer be available for the user, site, or account: Forward to External Contacts, Forward to Internal Extensions, and Allow Callers to Reach an Operator. The settings of users who do not comply will be set to Forward to Voicemail for users with non-compliant settings. Disconnect is the default setting for voicemail if it has been disabled. It is recommended that you visit the article for call handling settings for more information on these options.

    • Call Transferring: Enable or disable the operation of allowing or disabling the transfer of a call using the features installed on your phone.

      Note: The following information only applies to Zoom’s desktop client and the Zoom mobile app. It is not possible to support provisioned desk phones. 

  3. In order to gain more granular control over each setting, you may select one of these options under each toggle if you have enabled at least one of the toggles:

    • Call Overflow

      • Can forward to internal extensions and to external contacts

      • Can forward only to internal extensions

      • Can forward only to internal extensions that require inbound Automatic Call Recording

    • Call Transferring

      • Can blind, warm or voicemail transfer to internal extensions and warm or blind transfer to external numbers

      • Can blind, warm or voicemail transfer only to internal extensions

      • Can blind or warm transfer only to internal extensions that require inbound Automatic Call Recording and can voicemail transfer to all internal extensions

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

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