Customize audio greetings and music on hold in the Zoom app

The Zoom Phone audio library can be used to customize Zoom Phone audio if you have Zoom Phone enabled in your account. A feature known as a voicemail greeting lets you customize the message that plays before a call is sent to voicemail.

Here’s a list of the call handling settings these greetings are associated with so you can see more details about them.

Requirements for customizing audio greetings and music on hold

  • The license for Zoom Phone can be found here

How to Customize Audio Greetings and Hold Music

  1. Sign in to the Zoom web portal by entering your email address and password.
  2. From the navigation menu, click the Phone option.
  3. Click the Settings tab at the top of the page.
  4. The following settings can be accessed by navigating to one of the following locations:
    • The Call Handling section provides the following information: Your call handling preferences determine which of these settings you see, based on what you have selected. For more information on the audio greetings used for call handling, see the table below.
      • Leave greeting and voicemail instructions
      • Welcome & menu
      • Message greeting:
      • Leave voicemail instructions
    • Other section
      • Music on Hold: This is the music that plays when you put the call on hold for the other party. It doesn’t matter if you use the mobile app, the desktop client or the desk phone provided by your admin, this applies to all three.
      • Note: This setting does not apply to parked calls. The caller on hold will hear the zoom hold music while on hold as parked calls are on hold. As of now, parked calls cannot be customized with custom music on hold.
  5. Please click on the Audio Library link.
  6. You can select an existing audio file from your audio library to listen to. You can also upload your own audio file or record your own audio files using the steps in this article.

Audio greeting for call handling

Note: Zoom will play a tone once the voicemail greeting ends so voicemail recording can begin. Additionally, it is not common for an audio prompt to be played after a tone to indicate that “a voicemail will be left”. Your voicemail greeting gives you the option to speak these instructions if you wish.

Routing settings for when a call is not answered Resulting audio setting
  • Forward to Voicemail
  • Disable these two options:
    • Allow callers to reach an operator
    • Allow the caller to retrieve voicemail
Leave Greeting and Voicemail Instruction: A recording will play before your voicemail is delivered to your inbox. It’s also important to include instructions for leaving a voicemail in this greeting.
  • Forward to Voicemail
  • Activate at least one of these options:
    • Allow callers to reach an operator
    • Allow the caller to retrieve voicemail.
Greeting & Menu: The caller has the option to connect to an operator and/or leave a voicemail before the option to speak to the operator is played. IVR menus should be explained in this greeting so that the call agent can better understand the menu.

Depending on what options you have enabled for that option, you may see one of these labels:

    • Greeting & Menu: Connect to operator or leave voicemail
    • Welcome & Menu: Connect to operator, leave or retrieve voicemail
    • Welcome & Menu: Leave or retrieve voicemail

Leave Voicemail Instruction:

In this example, after the initial voicemail greeting, the caller presses 1 to leave a voicemail and the caller hears that message. This greeting should include instructions on how to leave a voicemail.

Play a message and then disconnect

Message Greeting: It plays a custom message for the caller and hangs up the phone after it finishes playing.

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frequently asked Questions

How do you set up a voicemail greeting on Zoom?

This article explains how to change your voicemail greeting

  1. Visit the Zoom web portal and sign in with your Zoom account information.

  2. You can access Settings by clicking Phone in the navigation menu.

  3. You can find the Audio Library in the Call Handling section.

  4. To add an audio file, click the Add Audio button.

  5. Upload a file to your account or record one new Greeting.

Where is the Audio Library in Zoom?

You can access the Zoom web portal by logging into your Zoom account. Click the Contact Center Management tab and then click Asset Library to open the Asset Library. After clicking Add, you need to click Audio.

How do I add music to a Zoom recording?

If you want to share your screen as usual, navigate to Share your screen and click the Advanced tab at the top of the window to get you started. There is now a button that allows you to only listen to music or computer sounds. The audio playing on your computer will divided when you click this button. I don’t care what music you listen to – whether it’s on Spotify, Apple Music or even YouTube – whatever you choose, the play is entirely up to you.

Can you add audio to a Zoom recording?

The Zoom Phone application provides users with access to an audio asset library where they can select, record or upload their own audio files.

Does Zoom phones have Auto Companion?

An automated receptionist will be on call at all times to answer all calls made to the main company number. If you have multiple locations, Zoom Phone will automatically create an automated receptionist for each of them, eliminating the need to create additional automated receptionists.


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