Changing Zoom Phone policy settings

There are certain Zoom Phone features that can be enabled or disabled by Zoom Admin settings. Zoom Phones are provided with a Zoom Phone license and can be used with Zoom Rooms with a Zoom Phone license or call queues for the entire Zoom account or specific phone users. Policies can be bulk applied to select users by using a template.


In order to manage groups effectively, policy settings will be available from March 20, 2022. This article will explain how these changes affect the setting hierarchy and what they mean.

Prerequisites for changing Zoom Phone policy settings

  • License for Zoom Phone
  • For Zoom accounts that are paidNote:
  • Customers with standalone accounts (accounts with only one user) cannot use the group management feature.
  • Admin or account owner privileges are required.
  • Zoom Phone settings levels can only be accessed by administrators with the following privileges:
    • Group-level policy settings:
    • Group privileges
    • Site-level policy settings:
    • In this case, either the default role of site administrator or site super administrator or the privilege of managing phones
    • Account-level policy settings:
    • Managing settings for accounts


If you have the Phone Site Admin role, Zoom Phone admins do not have the ability to access group management in order to change group policies by default.

How to access policy settings

Account (using account management)


You can customize the following policy settings at the account-level only: Allow 3rd party apps to automatically call you, Monitoring, and Soft Delete users.

  1. You will need to sign up for a Zoom account.
  2. Simply click the Account Management button and then click on Account Settings.
  3. After that, click on the tab for Zoom Phones.
  4. On the right side, you will see a list of the policy settings you can tweak. For more information on the available settings, see the table below.
    Tip: If you’re having trouble finding settings, type a search term in the search box located above the Zoom Phone tab.
  5. Activate or deactivate a policy setting by clicking the toggle below.
  6. It is possible to lock the account so that all users can’t change the setting. To do so, click the lock icon and confirm that you want to lock the account.



Only if you manage multiple websites does this section apply.

  1. Zoom’s web portal can be accessed by signing in.
  2. To access it, click on Company Info then Phone System Management.
  3. From the list of sites, click the one you’d like to edit.
  4. Select Policies.
  5. The toggles will allow you to turn on and off settings based on your needs. If you wish to see the available settings, please refer to the table below.

Group (using group management)

  1. To sign into the Zoom website, click on the “Sign In” button.
  2. After that, click on the “User Management” link in the navigation panel.
  3. Navigate to “Zoom Phone” under “User Management”.
  4. Select the policy you wish to modify. Detailed settings are listed below.
    Tip: If you are looking for specific settings, you can type some keywords into the search box above the Zoom Phone tab.
  5. You can turn on or off the policy settings using the toggles.
    Note: The group level settings labeled with Using account settings means that you have not made any changes to the group level settings. The group level settings are currently using the account settings.
  6. In addition, you can optionally secure the setting to prevent other users from changing this setting, by clicking the Lock icon and then clicking the Lock button to verify your decision.
    Note: Group members that belong to more than one group have priority. For more information, refer to the priority table.

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

  1. Zoom can be accessed by logging in.
  2. Click on Phone System Management from the navigation panel and then choose one of the following pages:
    • The Users and Rooms tab (Users or Zoom Rooms) shows you users and rooms that are on the same device.
      Note: You can now find common area phones in the new Common Area tab in the Users & Rooms page, if you created a new Zoom account after May 21, 2022; or if you enabled the New Common Area Experience on your Zoom account.
    • The queue option is now available.
  3. Choose Policy from the Policy drop-down menu.
  4. You will be able to toggle whether or not policy settings should be enabled or disabled. You will find the available options in the table below.

How to remove extensions from being exempt

The exemption can be removed so that the account-level policy setting is applied, if a separate policy setting for a specific extension has been set.

Note: Only the call recording policies for ad hoc calls, automatic calls, and international calls are affected.

  1. Zoom can be accessed through the web portal.
  2. Choose Account Management and then Account Settings from the navigation menu.
  3. Hover over Zoom Phone and click the icon.
  4. To view any extensions with a different policy setting to the account-level setting, click View under the policy setting.
    Note: You can view all users who have Automatic Call Recording enabled by clicking Privileged Extensions under the Automatic Call Recording policy settings.
  5. You can select extensions by checking the boxes.
  6. Select Remove.

Available policy settings

Various kinds and levels of policy settings are listed in the following table. Discover how policy settings are ranked according to their priority.

Notes: Settings marked with an asterisk (*):

You can set these policies only at the site level if your organization has more than one site. You cannot change the disabled sites at the group or account level if you disabled multiple websites.

Policy setting Account Group Site Phone
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. ✔*
Audio Intercom ✔*
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.

Automatically delete Inactive and Soft Deleted users
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 ✔*
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.
Hand Off to Room
Hot Desking
International Calling
Mobile Switch to Carrier
Nomadic Emergency Services ✔*
Personal Audio Library: Allow phone users to change their voicemail greeting, message greeting, and/or 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 ✔*
Shared voicemail notification by email: Users will receive email notification when there is a new shared voicemail. ✔*
SMS: Allow phone users or call queue / auto receptionist members to send and receive SMS messages
Soft Delete Users
Soft Delete History, Voicemail and Recordings
Personal Voicemail & Videomail ✔*  ✔
Voicemail/videomail Transcription: Phone users can access voicemail transcriptions in the Zoom desktop client or voicemail/videomail notification emails.

Note: This policy setting is also available for auto receptionists, call queues and shared line group.

Voicemail notification by email
Zoom Phone on Mobile ✔*

Read it also –

Changing Zoom Contact Center Inbox Settings
Changing Zoom Contact Center Queue Settings
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Frequently Asked Questions


How do I change the zoom settings on my phone?

Go to Zoom’s web portal and sign in using your Zoom account information. Select Phone System Management (from the navigation menu) then select Users & Rooms (from the navigation menu). In order to adjust settings for a particular phone user, you will need to click on the name of that user.

How do you set zoom phone hours?

Here is how you can access the settings for call handling

  1. Zoom’s web portal can be accessed by logging in.

  2. You will find the link Phone System Management in the navigation menu on the left-hand side of the screen, then you will find the Users & Rooms link in the left-hand menu.

  3. You will be able to adjust the settings for a particular phone user by clicking on the name of that user.

  4. Click on the tab that says User Settings on the left side of the screen.

  5. When you’re on the Settings page, click the Edit button next to Call Handling under the Business Hours or Closed Hours section.

How do I allow phone participants in zoom?

In order to edit the account settings for your Zoom account, you need to sign in with your Zoom account credentials in the Zoom web portal as an owner or administrator. Select Account Management then Account Settings from the navigation menu on the left side of the screen. You can start a conference call by clicking the Audio Conference tab on the left hand side of the screen. You can enable it by clicking the icon next to the toggle button, or you can disable it by clicking it.

How do I change the extension number on Zoom Phone?

Reassigning a phone number can be done in a few different ways

  1. Using the navigation menu, select Phone System Management, followed by the drop-down menu choice of Phone Numbers in the left-hand menu.

  2. The Assigned tab will appear once you click on it.

  3. The number can be re-assigned by clicking on the number you wish to change, and then selecting the re-assignment option.

  4. Click on the Edit button next to the Assigned To field.

  5. You can assign the number to one of the following extensions: User. …

  6. To search for extensions, simply type the extension name into the text box.

  7. Then click on the OK button.

Where is phone system management in Zoom?

The Zoom web portal can be accessed by logging in with the information associated with your Zoom account. Click on Phone System Management on the left-hand side of the page, followed by Users & Rooms on the right-hand side.

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