Changing phone user settings in Zoom App

This post was most recently updated on July 28th, 2022

You can change the settings of phone users after adding them to Zoom Phone.

Notes:

  • A policy setting enables or disables certain phone features at the account level, as well as account-level settings that can be applied to all phone users in the account.
  • Certain settings can be applied in bulk using a template.

This article covers:

  • How to access a phone user’s settings
    • Profile tab
    • Policy tab
    • History tab
    • User Settings tab

Prerequisites for changing phone user settings

  • Accounts for Professionals, Businesses, or Education
  • Ownership or admin rights on the account
  • License to use Zoom Phones

How to access a phone user’s settings

  1. Zoom’s web portal can be accessed by logging in.
  2. From the navigation menu, click Users & Rooms and then Phone System Management.
  3. You can adjust settings for a specific phone user by clicking the name of the user.

Customizing phone user settings

The following settings can be customized:

Profile tab

  • Site (only visible if you have multiple sites): User’s site is displayed. You can move the user to another site by selecting another site from the drop-down menu.
  • Package: A package for outbound calling can be assigned by clicking Assign. A package can be removed by clicking the * next to it.
  • Extension Number: To edit a phone user’s extension number, click Edit.
  • Note:
    • It is not possible to use certain extension numbers because they are special service numbers.
    • Three to six digits can be used for extension numbers. In case you need a longer extension number, please contact Zoom.
    • Extension numbers and site codes for multiple sites must not exceed the maximum extension length if the sites have enabled site codes.
    • If you try to change the extension to one that’s already in use, the error message will show the display name associated with the extension.
  • Number(s): The phone user can be assigned direct phone numbers by clicking Assign. When a package is assigned, this setting is visible.
  • Emergency Address: When an emergency number is dialed, the emergency address will be displayed. If the phone user wants to change or add a personal location, click Manage.
  • Note: Changing the emergency address can be controlled via the Policy tab.
  • Personal Emergency Address: As part of the nomadic emergency service feature, you can view or add personal emergency addresses.
  • Outbound Caller ID (only visible if the phone user has a calling package): Making a call with Zoom desktop or mobile app will display the default caller ID number. Caller ID numbers can be changed before the user makes a call.
  • Note:
    • By default, the phone user’s caller ID will be hidden when Hide Caller ID is selected.
    • Outbound caller ID features and limitations should be reviewed.
    • Desk phones are not affected by this setting. Desk phones can be configured to use the default caller ID setting by changing the line key settings.
    • In order to prevent an outgoing caller ID from being changed, you can use a policy setting.
  • Country (only visible if you assign a package): Outbound dialing country codes can be selected here.
  • Area Code (only visible if you assign a package): Outbound calling area codes can be changed by clicking on Set or Edit. Zoom Phone will use this area code when dialing a number without an area code.
  • Time Zone: In the phone user’s profile, the time zone is set.

Policy tab

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

History tab

Select a user to view their call history.

User Settings tab

Note:

An asterisk (*) indicates that the setting only applies to the user of the handset. Unless the phone user has assigned desk phones, you won’t see Desk Phone(s).

Call Handling

Note:

Check that the time zone has been set correctly in the phone’s profile by the user.

The way inbound calls are routed during custom hours can be customized after you have set up custom hours.

  • Business Hours: The user can modify when he or she is able to pick up calls by clicking Edit. The business hours can be extended past 11:30 PM if you wish. The following example could be used by someone who works night shifts. If you prefer, you can also manually enter a time in increments of 10 minutes, for example, 11:10 PM, in order to set business hours in increments of 10 minutes.
  • Closed Hours: You can also set closed hours if you have customized your business hours.
  • Holiday Hours: You can designate certain days as holidays by clicking on Manage when you are ready to do so.

Membership

  • Call Queues: The user’s call queues are displayed.
    • Receive Call Queue Calls: Inbound calls routed from call queues can be notified when they arrive by enabling or disabling call notifications.
    • Receive Call Queue Calls: For inbound call queues, you can enable or disable call notifications. The desktop client, mobile app, and desk phone all support this setting. In addition, the setting syncs with the same settings in the desktop client and the mobile app. You can choose from the following options:
      • To enable/disable all calls from call queues:
      • You can receive calls from call queues by clicking the Receive Call Queues Calls toggle.
        Note:
      • By enabling this toggle, you will be able to see all queues that you previously turned off.
      • View or edit a specific queue to enable/disable calls. Call notifications from specific call queues can be enabled or disabled by clicking the toggles.
      • Opting out of the call queue does not require you to select a reason if the feature is enabled. You must select a reason in the Zoom web portal, desktop client or mobile app when you turn off the Receive Queue Call feature.
  • Monitoring: Click View to see who can monitor phone calls, call queues, or shared line groups if the phone user has been granted monitoring privileges.
  • Monitored: You can view which extensions have the privilege of monitoring this user by clicking View.
  • Shared Line Groups: A list of shared line groups that the phone user is part of is displayed on the screen. It is only possible for them to belong to one shared line group at a time.
    • Receive calls from shared line group: Inbound call notifications from shared line groups can be enabled or disabled. Desk phones, mobile apps, and desktop clients all use this setting.

Delegation & Assistant

In this situation, another user can be assigned to receive and make calls on behalf of the current user.

Intercom

Intercom setup should be done as soon as possible.

Desk Phone

  • Keys & Positions: Change the settings for the line key.
  • Desk Phone(s): In this section, you can see the phone or device that the user has provisioned for him. Here is a quick guide on how to add and provision user phones.
    • Allow Hot Desking: The desk phone can be configured to allow hot desking so that other phone users can sign in and out of their phones as needed.
    • Phone screen lock: If you would like to lock the screen of the phone, you can enable a softkey that can do that. Unlocking the phone requires entering the user’s PIN. Some devices are not compatible with this feature.
  • PIN Code: Enter the PIN for the phone user by clicking Show or Edit. Desk phones have a PIN for checking voice mails, hot desking, and locking the screen. Additionally, you can create a template to assign randomly generated PINs to phone users, or set a minimum length for voicemail PINs.

Voicemail & Call Recording

  • Voicemail: The phone user can share his/her voicemail inbox or control who can listen to his/her own voicemail. Voicemail inboxes can only be accessed via the Zoom web portal by phone users. Added phone users can be revoked by clicking *.
  • Automatic Call Recording: Recordings made by the phone user can be shared with others. Users can also control how much access they have to their own recordings.
  • Ad Hoc Call Recording: Call recordings started using in-call controls can be shared by the phone user. You can also change the level of access the phone user has to their own ad hoc recordings.

Others

  • Blocked List: The phone user can manage their blocked list.
  • Hold Music: When a phone user places a call on hold, hold music plays for the other party. To customize audio, click Audio Library or drop-down menu. You can disable hold music by selecting Disable.
  • Audio Prompt Language: Default languages for automated audio prompts can be selected using the drop-down menu. An additional set of instructions is played for inbound callers. The caller, for example, may reach your voicemail box if they are directed to it by calling your answering machine, where the voicemail greeting plays followed by the automated prompt: “Please record your message after the tone. Press any key or stop talking to end the recording”.
  • User Status: The Zoom Phone license status is displayed. Disabling a user will prevent them from making or receiving calls, but they will still appear in Users & Rooms. When reactivating an account, you will be able to retrieve user information such as call history and voicemail messages.