Change auto attendant settings in the Zoom app

Once you have created automated receptionists, you can set the preferences for each one individually. See the article about car receptionists for more information.


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

The following topics are covered in this article:

  • Change auto attendant settings
  • Customize business, rest, and holiday hours
  • routing options

Prerequisites for changing auto attendant settings

  • There are three types of accounts available: Professional, Business, and Education
  • Account ownership or administrative rights to the account
  • A license for Zoom Phone is required

Change auto attendant settings

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

  1. Login to the Zoom web portal by clicking here
  2. Click Phone System Management in the navigation menu, and then click Automated Receptionists in the menu.
  3. By clicking on a car receptionist’s name, you can see their profile.
    Among the options and information you will see on the zoom room display. When the video is turned off, your name will be shown or hidden, or profile tab you will find the following:
  • Display name: Enter a new auto receptionist name by clicking Edit next to the auto receptionist name.
  • Website (only visible if you have multiple websites): The auto receptionist site is displayed in the context of the auto receptionist site.
  • extension number: You can change the auto attendant extension number by clicking the Edit button.
  • Number(s): Direct telephone numbers can be assigned to the main car reception by clicking on the “Add” button. Direct phone numbers are those assigned directly to the main car reception and are written in blue font.
  • Note: You’ll notice that the number you loaded in the drop-down menu represents the company’s main office number when you edit the main car reception. To change the primary company number, click the drop-down menu at the top of the page and then select a different extension number assigned to the main car receptionist. If your business has more than one location, each location’s main company number will be assigned to the main car receptionist at the first location.
  • time zone: The time zone options below allow you to change the time zone used when you select the Business Hours option.
  • Business Hours/Silent Hours/Holidays: If incoming calls are made during business hours, closed hours, or holidays, you can choose how they should be routed.
  • voicemail: The car call center voicemail box can be shared with others.
  • Note: Change the Business Hours or Quiet Hours setting to allow callers to leave a message on the auto attendant’s voicemail. This transfers the call to the extension’s voicemail as long as the extension is open.
  • Storage location for communication content: You can manage the location where the communication contents are saved.

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Customize business, rest, and holiday hours

If you’d like, you can customize the times that the automated receptionist is available to handle calls on your behalf.

  1. After logging in to the Zoom web portal, you can access the following:
  2. You can access the Automated Receptionists by clicking Phone System Management in the navigation menu.
  3. You can select a car receptionist by clicking on their name.
  4. Here are some settings that can be adjusted:
  • Opening hours: If you click Edit, you can change the times that the automatic receptionist answers your calls. If you would like to extend business hours beyond 11:30pm, you can do so. It would be useful if the auto receptionist was able to route calls to users who work night shifts or to call queue members who work night shifts. It is also possible to enter a time manually, e.g. B. 11:10 p.m., when you want to set your business hours in 10-minute increments.
  • Closed hours: Adjust the routing for after-hours calls if you’ve set up business hours for your company. You can change the routing options for closing times by clicking Edit in the Routing Options box.
  • Holiday periods: You can change the holiday routing options by clicking Manage to select specific days and hours that you want to set as holidays and mark them as holidays. To let callers know the office is on vacation, you can play a message or forward it directly to voicemail or forward it to voicemail.

routing options

You can also customize how incoming calls are routed during business, closing, or holiday hours:

  • Welcome Prompt: Use the drop down menu to select one of the greetings or click Audio Library to select, record or upload your own greeting. Once the greeting is played, the caller is routed to the correct department. The welcome 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. For example, IVRs start with a greeting and then play the IVR’s audio prompt when you transfer the call to them.
  • The route should be directed to: Once the auto attendant has played the greeting, you can choose where the auto attendant should direct you next. When a call goes to the auto receptionist, it goes to the inbox designated for the auto receptionist’s voicemail.
  • Select a routing option from the Route By 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 is to be directed to the voicemail of one of these extensions in order to be able to leave a message there.
      • Voicemail Greeting: It is possible to select, record or upload custom audio files by clicking the audio library link. Before the call is transferred, the greeting is played on the phone.
      • Note: A voicemail greeting group for one extension overrides a voicemail greeting group for another extension when routing using another extension’s voicemail.
      • It is possible to use the phone user’s greeting from the drop-down menu instead of selecting a fallback when transferring to a user’s voicemail if you select Follow user’s voicemail greeting from the drop-down menu.
    • News: If you created or uploaded an audio file that you want to play after the initial greeting, click Customize.
    • user
    • zoom room
    • Telephone in common area
    • Automatic receptionist:
    • The automatic receptionist will be transferred to another.
    • call queue
    • Shared line group
    • Interactive Voice Response (IVR)
    • contact center
    • External Contact: You can transfer calls to an external user if the account has an external user directory.
    • Telephone number: The number is routed to an external number.
    • Note:
      • To enable this option, you must assign an extension number to the auto receptionist to enable this option.
      • A call to an out-of-plan number will be charged at the plan’s rate if routed to that number.
      • Make sure the country/region you select from the drop-down menu is correct so that the external phone number can be added. As you can see other countries in the drop down menu have their own country codes along with their separate entries.

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