Changing auto receptionist settings in Zoom App

Once you have created auto receptionists, you will be able to set the settings for each one individually. For more information, please refer to the article about auto receptionists.


  • The Zoom Phone role management system allows you to give a phone user the permission to access and manage the settings of an auto receptionist.
  • There are some features that can be controlled by changing the policy settings.
  • To apply certain settings in bulk, you can use a template.

The following topics will be covered in this article:

  • Changing auto receptionist settings
  • Customizing business, closed, and holiday hours
  • Routing options

Prerequisites for changing auto receptionist settings

  • There are three types of accounts available: Professional, Business, and Education
  • Ownership of an account or admin privileges on the account
  • License for Zoom Phone is required

Changing auto receptionist settings

Note: The Zoom Phone role management feature allows a phone user to access or manage the settings of an auto receptionist through the Zoom Phone interface. There are also some features that can be controlled by changing the policy settings.

  1. Log in to the Zoom web portal by clicking here,
  2. Click on Phone System Management from the navigation menu, then click on Auto Receptionists from the menu.
  3. By clicking on an auto receptionist’s name, you will be able to see their profile.
    Among the options and information that you will see on the Zoom room display. If the video is off, this will show or hide your name or Profile tab, you will find the following:
  • Display Name: Enter a new name for the auto receptionist by clicking Edit beside the name of the auto receptionist.
  • Site (only visible if you have multiple sites): The auto receptionist’s site is displayed in the context of the auto receptionist’s site.
  • Extension Number: Changing the extension number for the auto receptionist can be done by clicking the Edit button.
  • Number(s): The main auto receptionist can be assigned direct phone numbers by clicking the Add button. Direct phone numbers are those assigned directly to the main auto receptionist and they are written in blue text.
  • Note: You will notice that when you are editing the main auto receptionist, the number you have loaded in the drop-down menu represents the number of the company primary branch. Click the drop-down menu at the top of the page, and then select another direct number that is assigned to the main auto receptionist in order to change the primary company number. In the case where your company has more than one location, the main company number of each site will be assigned to the main auto receptionist at the first location.
  • Time Zone: The Time Zone options below will allow you to change the time zone used when you select the Business Hours option.
  • Business Hours / Closed Hours / Holiday Hours: When inbound calls are made during business hours, close hours, or holidays, you can choose how you want them to be routed.
  • Voicemail: The voicemail box of the auto receptionist can be shared with others.
  • Note: Change the Business Hours or Closed Hours setting in order to allow callers to leave a message on the auto receptionist’s voicemail. This will route the call to the extension’s voicemail as long as the extension is open.
  • Communications Content Storage Location: You will be able to manage the location where the Communications Content is stored.


Read it also –

Using Sms With Call Queues Or Auto Receptionists In Zoom App
Managing Auto Receptionists In Zoom App

Customizing business, closed, and holiday hours

If you wish, you can customize the times at which the auto receptionist will be available to handle calls on your behalf.

  1. After logging into the Zoom web portal, you will be able to access the following:
  2. You can access the Auto Receptionists by clicking Phone System Management in the navigation menu.
  3. You can select an auto receptionist by clicking on his or her name.
  4. Here are some settings that can be customized:
  • Business Hours: When you click Edit, you will be able to change the times that the automatic receptionist will answer your calls. If you want to extend the business hours beyond 11:30 PM, you can do that. It would be useful if the auto receptionist was able to route calls to users who work night shifts or members of the call queue who work night shifts. There is also the option to manually enter a time, for example, 11:10 PM, when you want to set your business hours in increments of 10 minutes.
  • Closed Hours: Customize routing for calls outside business hours if you have set up business hours for your company. Changing the routing options for closed hours can be done by clicking Edit in the routing options box.
  • Holiday Hours: You can modify the routing options for holidays by clicking on Manage to select certain days and hours that you wish to designate as holidays and mark them as holidays. In order to tell callers that the office is on vacation, you could play a message or directly route them to voicemail or direct them to voicemail.

Routing options

You can also customize how inbound calls are routed during business, close, or holiday hours:

  • Greeting Prompt: Using the drop-down menu, you can select one of the greeting prompts or you can click Audio Library to select, record, or upload your own greeting. As soon as the greeting is played, the caller will be routed to the right department. The greeting prompt can also be disabled by selecting the Disable option.
  • Note: There are some routing options that come with an additional audio prompt as part of the process. IVRs, for instance, will start with a greeting prompt then play the audio prompt of the IVR if you route the call to them.
  • The route should be routed to: Once the greeting prompt is played by the auto receptionist, you will be able to select where the auto receptionist should route to next. When a call goes to the auto receptionist, it is routed to the inbox dedicated to the auto receptionist’s voicemail.
  • Select a routing option from the Route to drop-down menu, then enter a route in the text box that follows the route in the drop-down menu:
    • Voicemail
      • Leave voicemail to: The caller should be routed to one of these extensions’ voicemail in order to be able to leave a message there.
      • Voicemail Greeting: t is possible to select, record, or upload custom audio files by clicking the Audio Library link. Before the call is routed, the greeting plays on the phone.
      • Note: A voicemail greeting set for one extension will override a voicemail greeting set for another extension if, in the case of routing, another extension’s voicemail is used.
      • It is possible to use the phone user’s greeting in the drop-down menu instead of selecting a replacement if you are routing to a user’s voicemail if you select Follow User Voicemail Greeting in the drop-down menu.
    • Message: If you have created or uploaded an audio file that you would like to play after the initial greeting prompt, click Customize.
    • User
    • Zoom Room
    • Common Area Phone
    • Auto Receptionist:
    • The auto receptionist will be routed to another one.
    • Call Queue
    • Shared Line Group
    • Interactive Voice Response (IVR)
    • Contact Center
    • External Contact: You can route calls to an external user if there is a directory of external users for the account.
    • Phone Number: The number will be routed to an external phone number.
    • Note:
      • In order to enable this option, you will need to assign the auto receptionist a direct number in order to enable this option.
      • A call made to a phone number that is external to the plan will be charged at the plan’s rate when routed to that number.
      • Ensure the country/region that you are selecting in the drop-down menu is the right one so that the external phone number can be added. As you can see, in the drop-down menu, other countries have their own country codes along with their separate entries.


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