Managing Your Settings and Voicemail

When you first receive a Zoom phone account, it is important to go to your phone settings on the web portal and adjust them according to your needs, so that there is no disruption in receiving phone calls once your extension is forwarded or ported.

The first time you visit this page, it will ask you to confirm your area code and time zone. After you confirm this you will see your full settings. These are the most important settings to take note of:

Emergency Address

Due to Federal regulations, it is important to set your actual physical address for 911 call handling.

Outbound Caller ID

You may select your default Caller ID (the number that shows up when you call someone). Please avoid using the "Main Company Number" as people will have a hard time reaching you when returning a call from that number. If you are a member of one or more Call Queues or Trees you will see them here. You may also select your Outbound Caller ID when making a call from the dialing page on the Zoom app.

Setting Business Hours

Initially your personal business hours are set to 24/7. This means that your Zoom application will ring whenever you receive a phone call. You can change your business hours to Custom, where calls will ring on your Zoom applications during your business hours and be sent to voicemail during your closed hours.

Call Handling

Here you can control where you receive phone calls. By default both your desktop computer and mobile phone app are enabled. You can choose to only receive phone calls on your computer like you would with a desk phone. If you prefer to use your cell phone, please note that the Zoom mobile app uses your wi-fi connection. If you are going to be walking around campus or other areas where you might lose wi-fi, you can disable "Zoom Mobile Apps" and add your cell phone number. This will essentially forward phone calls to your cell phone (like forwarding your desk phone) and you can pick the call up on either your phone or computer.

Greeting & Leave Voicemail Instruction

For both business and closed hours you can set your Voicemail Greeting (you can have a separate voicemail greeting for closed hours letting them know they've reached you outside of work hours, for example). To record a new greeting, click on Edit then Add Audio and follow the instructions to record or upload your greeting, or use Zoom's text to speech option (I recommend "Matthew" or "Joanna").

Holiday Hours

Here you can add holiday and vacation days, and how to handle incoming calls. The most common option is to leave call handling off, so all calls go to voicemail and you can record a vacation-specific voicemail greeting. You can also set it to forward calls to another Zoom phone user or phone number during this time.

Managing Voicemails

You may see and playback all your voicemails in the Zoom application, as well as in the Zoom web portal. You will also receive an email for each voicemail with a transcription and attached audio file. If you are on a team with a shared voicemail inbox (call queue or auto-receptionist), playing a voicemail in the Zoom app will show it as played for everyone, and deleting it will delete it for everyone. If keeping a record of voicemails is important, it is recommended to use some sort of ticketing system or spreadsheet to keep track of them. All voicemails will remain available as emails, however.