Configuration

This section discusses core processes and features involved in configuring Zoom Phone's PBX for your account, including Sites, call routing tools, business hours, common area devices, SMS, and more. For information on configuring users, IP phones, and other elements of Zoom Phone, refer to the Admin Experience section.

Setting Up an Account

Once an account is provisioned with Zoom Phone licenses, an account admin must complete an initial setup before using the service. This process involves choosing a Main Company Number, a starting extension, and defining an emergency address. This process effectively creates the first Site for an account, and any configured information can be updated at a later time if necessary.

Refer to Zoom's support center for more information on getting started with Zoom Phone, which includes instructions for the initial setup process.

Sites

A Site is a specific term used within Zoom Phone that groups users with shared characteristics—like a common access code, physical address, building, SIP Zone, department, or policies—into a single, manageable group within the Zoom web portal. For some customers, a single Site may represent all users within their business and can span multiple buildings within a campus or location; for others, multiple Sites may be required depending on your business needs, granularity of control, global presence, etc.

Refer to Zoom's support center for more information on Site management.

Main Company Number

Within Zoom Phone, the Main Company Number is the phone number assigned to each Site's Main Auto Receptionist, which is automatically assigned to the Site upon creation. If your account uses multiple Sites, you will have multiple Main Auto Receptionists, each with a unique Main Company number specific to each Site.

Site Policies, Settings, and Emergency Services

Within each Site, the following Policies, Settings, and Emergency Services are available for configuration. As the Zoom Phone team continually innovates, feature availability may change, and additional unlisted features may also be available. If a feature important to your organization is not listed, please contact your account team for more information.

Zoom Phone Site Policies

Zoom Phone Site Settings:

Zoom Phone Site Emergency Services:

Call Routing and Distribution Tools

The following sections outline various call routing tools available within the Zoom Phone PBX.

Auto Receptionists

An Auto Receptionist is a call routing feature designed to simplify call handling within the Zoom Phone system. Because an Auto Receptionist is automatically created and associated with every new Site, Auto Receptionists are commonly used as a first point of contact for most inbound callers and act as a virtual receptionist, performing roles like greeting callers with customizable, recorded messages, and providing them with options to reach their intended contact or department.

When configuring the Main Auto Receptionist associated with a Site (or a secondary Auto Receptionist), the admin should configure it with the features and routing logic best suited for their needs. For some customers, this may include connecting their Auto Receptionist with other call routing features (discussed in the following sections) like an Interactive Voice Response (IVR) menu or a Call Queue. For others, it may simply route to users or a voicemail inbox. Overall, there are many different ways to configure an Auto Receptionist, but which configuration is best for you will depend on your call routing goals and business needs.

Settings available for an Auto Receptionist include:

Refer to Zoom's support center for more information on managing or changing Auto Receptionist settings.

Interactive Voice Response Systems (IVRs)

An Interactive Voice Response (IVR) system is a powerful call routing tool that routes callers through a menu of options using their keypad or voice commands. When paired with other call routing features like Auto Receptionists and Call Queues, an IVR can drastically simplify call routing for your business.

Once fully configured, an IVR offers a menu of options for callers to choose from, connecting them to the appropriate department, individual, Call Queue, shared line group, or Auto Receptionist, etc. based on their selection. This enhances efficiency by quickly connecting users to the right resource based on their response, and simultaneously reduces the need for manual call handling by a human agent.

However, for an IVR to work effectively, customers must provide a recording that instructs the user which dialpad key they must press to reach their intended destination, such as "Press 0 to reach the operator. Press 1 to reach sales."

To provide a functional perspective of IVRs, if an Auto Receptionist is the most common first point of contact for an inbound caller, an IVR is most likely the second most-common contact point, as it provides the underlying logic that routes a user to their intended destination. For your convenience, we've provided a functional example of how to pair an IVR with an Auto Receptionist further within this document.

Settings available for an IVR include:

• Customizable IVR Greeting Audio Prompt

• Timeout Options

Refer to Zoom's support center for more information on creating an IVR.

Call Queues

A Call Queue is a call routing feature that efficiently manages incoming call volume by placing callers in a virtual waiting line until an agent can assist. Once the caller is in-queue, they can be instantly greeted with customizable messages and/or music until the next agent answers their call. For most businesses, Call Queues are a call routing destination and are used to connect callers to a specific department or group of users with a speciality, like sales, IT support, or customer service. Call Queues are typically not intended to forward calls to another call routing service, like an IVR or Auto Receptionist, except in circumstances of overflow or no pickup response.

Administrators can set up multiple queues for different departments or purposes, and assign agents to specific queues based on their expertise. Additionally, Call Queues support multiple options for ring order, including sequential, simultaneous, rotating, and more, offering organizations flexibility for handling inbound calls.

With the Power Pack add-on, Call Queues can also provide real-time and historical information for monitoring and reporting, allowing supervisors and agents to track call volume, wait times, and queue performance. With this data, organizations can optimize their customer service operations, reduce call abandonment rates, and promptly and effectively handle incoming calls.

Settings available for a Call Queue include:

Refer to Zoom's support center for more information on managing a Call Queue or changing its settings.

Shared Line Groups

Shared Line Groups (SLGs) are a call routing feature that allow up to 10 users to collaboratively answer and manage incoming calls for up to 10 different phone numbers. These groups are ideal for teams, departments, or work groups that need to handle incoming calls collectively, without the additional layers of infrastructure, settings, or management associated with a Call Queue.

In an SLG, ringing is always simultaneous for all members, and any time an associated phone number is dialed, each group member's phone will ring. For instance, if an SLG has 10 associated phone numbers, any time any of the numbers are dialed, all active SLG user's phones will ring until the call is answered, overflowed, or disconnected.

Like a Call Queue, an SLG is often used as a call routing destination and is not intended to forward calls to another call routing service like an IVR or Auto Receptionist, except in circumstances of overflow or no pickup response.

Refer to Zoom's support center for more information on setting up or using shared line groups.

Group Call Pickup

Group Call Pickup is a call distribution tool similar to a Shared Line Group (SLG). However, instead of ringing all users within a group immediately like an SLG, users will only receive a prompt to pick up the call if the dialed user does not answer the call within a specified amount of time.

For instance, if a user and member of a Group Call Pickup queue does not answer a direct call within 10 seconds, all other group members will receive a notification to accept or dismiss the call, helping prevent missed contact opportunities or call abandonment.

Refer to Zoom's support center for more information on setting up and using Group Call Pickup.

Additional Call Routing Considerations

Call Routing Tools Comparison Table

Auto Receptionists, Call Queues, and Shared Line Groups provide a range of call routing functionalities for diverse environments, and knowing which call routing tool to use could hold significance for your organization. To help clarify these tools and their limitations, readers are encouraged to refer to Zoom's support center for a consolidated and simplified comparison of these three call routing methods.

Shared Line Groups and Call Queues Use Cases (Example)

Shared Line Groups and Call Queues share many similarities, and knowing which to use, or when to use one over the other, can be confusing at times. Put simply, a Shared Line Group is a simplified version of a Call Queue, but in an effort to help clarify the practical uses of each, the following table outlines some of the biggest key differences between the two, followed by an example use case:

Tips on Building Call Routing Designs (An Example)

With a variety of call routing tools available, crafting a logical and efficient call routing design can be a challenging task for those new to the process. To help with this experience, consider the following tips as you plan and design call routing configurations for your business. As a bonus, we've also provided an example and reference diagram for a common Main Auto Receptionist that is used by many businesses, and is easily expanded upon:

1. Auto Receptionists are an excellent starting point. If you are new to designing call routes for a business, an Auto Receptionist is almost always a safe place to start. Each Site automatically receives an Auto Receptionist, making it the ideal starting place; it also supports customized greetings, and it can naturally flow into an IVR, connecting users to their next or final destination.

2. Interactive Voice Response Menus (IVRs) are your friend. An IVR offers users up to 12 different input options to connect to another call routing destination; this means users can probably get to their intended destination or department in a single button press. However, in some cases, it might make sense to use an IVR to route to another IVR, too. For instance, pressing 1 to route to customer support and then connecting to another IVR that can connect them to different kinds of technical support. Don't be afraid to use them to connect users to the right place.

3. Draw it out in pencil or on a Zoom Whiteboard. Before you commit to actually building your Zoom Phone call routing flows, it can help to try and draw it out so you can see what you're building. This can also later serve as a guide to confirm that you're building your call routing flows correctly. Look at the following diagram that illustrates how a main Auto Receptionist can connect to an IVR, and use it as a beginning reference point for how you might want to build yours.

Business Hours

Business Hours is a call management feature that lets admins and users set specific hours and days of the week for calls to adhere to "standard" handling procedures or follow alternate handling protocols, such as when the business is closed. Business hours are applicable to many features, including Call Queues, Shared Line Groups, Auto Receptionists, and Sites, and can also be defined on a user-specific level.

During a user's or tool's designated business hours, calls will be routed according to the defined rules, such as forwarding to available agents or playing custom messages. Outside of business hours, organizations can choose to route calls differently, such as sending them to voicemail, a Call Queue, an Auto Receptionist, or forwarding to an external number.

Refer to Zoom's support center for more information on configuring business hours for a Site; however, to edit Business Hours for a specific call routing feature, like a Call Queue or Auto Receptionist, locate and edit the specific call routing tool within the Zoom web portal.

Holiday Hours

Holiday Hours is a complementary feature to Business Hours that is designed to manage incoming calls during holidays or special occasions when business operations may be different from regular hours. Organizations can set up specific holiday schedules in advance, indicating when they will be closed or have limited availability. During these designated holiday hours, calls will be routed according to defined rules specific to the Holiday Hours configuration, such as forwarding to voicemail, playing custom messages, or routing to an external contact.

Short Messaging Service (SMS)

Zoom Phone supports Short Message Service (SMS) (i.e., text messages) and Multimedia Messaging Service (MMS) (i.e., photo messages) with the Zoom Phone Native service and BYOC plans for users with the necessary entitlements.

By default, all users on the same Zoom Phone account can send SMS/MMS messages to each other; however, to send an SMS to a phone number outside the Zoom Phone account (i.e., an external number), the business must meet 10 Digit Long Code (10DLC) compliance requirements. For more information on this process, refer to the 10DLC FAQ.

Refer to Zoom's support center for more information on configuring SMS for your account, how to use SMS, or activating BYOC numbers for SMS.

Common Area Phones

Common Area Phones are dedicated devices intended for shared use in common areas within an organization, such as lobbies, break rooms, or conference rooms. These phones provide basic calling capabilities for employees or visitors without personal calling plans or entitlements, and are typically configured with essential features like dialing and receiving calls, making them ideal for general use by anyone within the organization.

Refer to Zoom's support center for more information on managing Common Area Phones or changing Common Area Phone settings.

Zoom Phone for Zoom Rooms or Conference Rooms

Using Zoom Phone with Zoom Rooms or a supported third-party conference room system allows users to seamlessly transition between voice calls and video conferencing within the conference room environment. With this feature, Zoom Rooms and third-party conference rooms can reduce the amount of hardware devices required by making use of the microphones and speakers that are already present within the room.

Refer to Zoom's support center for more information on assigning a Zoom Phone license to a Zoom Room or third-party conference room, making a Zoom Phone call from a Zoom Room, or using Zoom Phone from third-party conference room devices.

Emergency Calling & Enhanced 911

Zoom Phone's 911 service operates differently from traditional emergency calling setups. With traditional emergency calling, a phone provider routes calls to a local emergency responder or Public Safety Answering Point (PSAP) based on the caller's telephone number. Alternatively, with Zoom Phone's enhanced 911 (E911) service, we take it a step further. With Zoom Phone, when a user calls 911, the service will automatically send the user's address (if they've provided it) and telephone number to the appropriate PSAP based on their current location, connecting users to emergency resources with the best available information.

Further, because Zoom Phone allows customers and their users to utilize the service wherever there's internet access and to acquire numbers not necessarily tied to their current location, Zoom Phone provides two extra features suited for modern workplaces: Nomadic Emergency Services and Emergency Call Routing. Each of these features are described in the following sections.

Nomadic Emergency Services

In today's hybrid working world, Nomadic Emergency Services provide the ability to dynamically detect and report a Zoom Phone user's location when making an emergency call.

Under normal circumstances, such as when a user makes an emergency call from within the office, the corresponding emergency address for the user's assigned Site or location (configured by an admin in the web portal) is sent to emergency responders. However, with Nomadic Emergency Services, whenever a user is identified at a location outside their office, they can define a new emergency address specific to their current location. Consequently, if a user makes an emergency call while working nomadically, like at home, a hotel, or coffee shop, Zoom Phone will automatically transmit the nomadic emergency address to emergency responders.

Refer to Zoom's support center for more information on setting up Nomadic Emergency Services and the Nomadic Emergency Services identification process.

Emergency Call Routing

With Emergency Call Routing customization, businesses can choose to route emergency calls to a public-safety answering point (PSAP) and/or an internal safety response team that handles emergencies. For companies spanning large geographical areas, like multi-building campuses, this capability aids on-site teams in swiftly addressing emergencies within their facilities, or collaborating with emergency responders to rapidly pinpoint the emergency location.

Alternatively, businesses can also disable emergency calling for phone users, which can be useful when phone users are not within the country associated with their phone number due to travel or are permanently located in another country.

Refer to Zoom's support center for more information on configuring routing for emergency calls.

Emergency Number Pools

For businesses that do not require assigning every user a dedicated phone number or calling plan, Emergency Number Pools maintain a list of dedicated emergency phone numbers available for their users.

With an Emergency Number Pool, when a Zoom Phone user without a dedicated phone number (i.e., extension-only) places an emergency call, a number from the pool will be chosen as the extension's temporary caller ID. This allows emergency responders to contact the user back, as they otherwise would not have access to the user's extension and would be unable to reach them. Consequently, for the next two hours, any additional incoming calls made to that caller ID will be directed to the original extension that made the emergency call.

Dedicated Numbers

Dedicated numbers enable extension-only users to make outbound emergency calls using a direct phone number belonging to a Call Queue or Auto Receptionist. Unlike Emergency Number Pools, dedicated numbers must be associated with a Call Queue or Auto Receptionist and cannot be waiting on standby.

With dedicated numbers, when an extension-only dials emergency services, the Call Queue or Auto Receptionist's phone number will be presented as the caller ID to the PSAP. Consequently, any returned calls from emergency services will be routed to the associated Call Queue or Auto Receptionist, and must route back to the user organically.

Emergency Calling with ZPLS

Maintaining emergency services connectivity during an internet outage or service-impacting event is critical for many businesses. To proactively address these scenarios, customers can maintain survivability connectivity with the Zoom Phone Local Survivability (ZPLS) service module, which leverages the platform and OS provided by Zoom Node to provide backup PSTN connectivity through an on-premises SBC with an integrated carrier.

For more information, refer to the section on Zoom Phone Local Survivability available later in this document.

Paging

Zoom Phone supports cloud paging with select supported devices, allowing authorized users to broadcast one-way announcements or alerts to supported devices across multiple locations. This feature is notably useful in environments like warehouses, schools, hospitals, retail stores, or large office buildings where instant communication and emergency notifications are essential to standard business operations.

Refer to Zoom's support center for more information on setting up cloud paging for your account.

Provisioning Templates

Provisioning Templates simplify the process of setting up and configuring IP desk phones within the Zoom Phone system. With Provisioning Templates, Zoom Phone admins can create custom settings for IP phones that can be applied to users from multiple levels, ranging from the entire account to individual or multiple Sites, a group of desk phones, or a single desk phone.

Refer to Zoom's support center for more information on configuring provisioning templates.