Zoom Phone gives more power to you when it comes to how you want your calls to be handled, giving you more flexible options to you to set it up your way. You can use call handling settings to determine how calls are routed during business, closed, break, or holiday (out-of-office) hours. A great example of this is you can customize the settings to allow you to be reached at your Zoom desktop app and mobile app during business hours, but after hours, you can have calls be sent straight to voicemail.
Getting Started
Setting Business Hours in Zoom
Business Hours are hours you can define for when you want to receive calls.
1. Navigate to the Zoom web portal via the link - https://colby.zoom.us/profile
2. In the left menu, click on Phone, then click on the Settings tab.
3. Scroll down to the Call Handling section.
4. Next to Business Hours, click on the Edit button.
5. Set the days and hours that you are available to receive calls, then click OK to apply these settings
6. (Optional) You can set the devices you would like calls to ring on during these business hours, such as the desktop app, the mobile app, or the desk phone. By default, all of your Zoom Apps will ring during the set business hours.
Choosing What Happens to Calls When You're Busy on a Current Call
1. Navigate to the Zoom web portal via the link - https://colby.zoom.us/profile
2. In the left menu, click on Phone, then click on the Settings tab.
3. Scroll down to the Call Handling section.
4. Click on the drop-down menu underneath When I'm busy on another call.
5. Select what you would like to do with the incoming call:
- Call Waiting: Receive the call even if you are busy on another call. You can answer by holding/declining the first call or sending the waiting call to voicemail.
- Forward to voicemail / videomail: Forward incoming calls to your voicemail or videomail*.
- Play a message, then disconnect: Plays a custom message for the caller then hangs up the call.
- Play a busy signal: Plays a busy signal to let the incoming caller know you are busy.
- Forward to another extension: Forward calls to another extension at Colby. Click here to learn more about this setting.
- Always check the box for "Play callee's voicemail greeting when caller reaches end of forwarding sequence." This will sent the caller to your voicemail box instead of the forwarded extensions voicemail.
6. Click on the Save button when finished configuring these settings.
*Please note that Colby has not configured Videomail for use at this time. For more information, please contact Telephone Services at support@colby.edu.
Choosing What Happens to Calls When You Don't Answer Them
1. Navigate to the Zoom web portal via the link - https://colby.zoom.us/profile
2. In the left menu, click on Phone, then click on the Settings tab.
3. Scroll down to the Call Handling section.
4. Click on the drop-down menu underneath When a call is not answered.
5. Select what you would like to do with the unanswered call:
- Forward to voicemail / videomail: Forward incoming calls to your voicemail or videomail*.
- Play a message, then disconnect: Plays a custom message for the caller then hangs up the call.
- Disconnect: Disables voicemail during the specified hours. The call will be disconnected without playing a voicemail greeting or routing to voicemail.
- Forward to another extension: Forward calls to another extension at Colby. Click here to learn more about this setting.
- Always check the box for "Play callee's voicemail greeting when caller reaches end of forwarding sequence." This will sent the caller to your voicemail box instead of the forwarded extensions voicemail.
6. Click on the Save button when finished configuring these settings.
*Please note that Colby has not configured Videomail for use at this time. For more information, please contact Telephone Services at support@colby.edu
Forwarding Calls to Another Extension versus Forwarding Calls to an Operator: Which Do I Use?
When you have selected forward unanswered calls to another extension in Zoom, it will always forward to the desired extension. It will not give the caller an option to directly leave you a voicemail without being forwarded first.
When you have selected to forward unanswered calls to your voicemail, you have the choice to allow callers to reach an operator (another extension). This feature allows you to set up an IVR menu for your phone number, so that when a call is not answered, you are able to give the incoming caller a choice of forwarding to the operator (another extension) or leaving you a voicemail.
If you would like to caller to reach another person first before going to your voicemail, select the option Forward to another extension, and make sure to check the box for Play callee's voicemail greeting when caller reaches end of forwarding sequence. This optional setting makes sure that at the end of the calling sequence (if the forwarded extension declines the call or doesn't answer), the caller will be able to reach your voicemail. With the box unchecked, at the end of the calling sequence, the caller will be able to leave a voicemail to the forwarded extension's voicemail. Click here to learn how to set this up.
If you would like the caller to be able to send you a voicemail directly without being forwarded to another extension and then be forwarded to an extension, select the option Forward to voicemail / videomail, then check the box for Allow callers to reach an operator. Click here to learn how to set this up.
Forwarding Calls to Another Extension
When you have selected forward unanswered calls to another extension in Zoom, it will always forward to the desired extension. It will not give the caller an option to directly leave you a voicemail without being forwarded first. Please note that if you select this option, you will have to set up a new voicemail greeting.
What's the difference between forwarding to an operator and this?
- Foward to another extension: Forward calls to another extension at Colby
- Always check the box for "Play callee's voicemail greeting when caller reaches end of forwarding sequence." This will send the caller to your voicemail box instead of the forwarded extensions voicemail.
1. Navigate to the Zoom web portal via the link - https://colby.zoom.us/profile
2. In the left menu, click on Phone, then click on the Settings tab.
3. Scroll down to the Call Handling section.
4. Click on the drop-down menu underneath When a call is not answered.
5. Select Forward to another extension.
6. Underneath Forward to, search the person you want to forward the call to, by name, email, or extension number.
7. Check the box for Play callee's voicemail greeting when caller reaches end of forwarding sequence.
8. Click Save when you are finished.
You now have the option to customize the Greeting & Menu audio and the Leave voicemail instruction audio.
Allowing Incoming Callers to Reach an Operator When a Call is Not Answered
When you have selected to forward unanswered calls to your voicemail, you have the choice to allow callers to reach an operator. This feature allows you to set up an IVR menu for your phone number, so that when a call is not answered, you are able to give the incoming caller a choice of forwarding to the operator (another extension) or leaving you a voicemail. Please note that if you select this option, you will have to set up a new voicemail greeting.
What's the difference between forwarding to an extension and this?
- Allow callers to reach an operator: Allow callers to press 0 to reach the operator, or press 1 to leave a voicemail. After you enable this option, you can then customize the voicemail greeting.
- IVR Menu: Displays the IVR menu for callers, which shows the keys that callers can press to reach the operator or voicemail. This IVR menu can't be customized.
- Connect to Operator: Set the operator to any phone user you want the call forwarded to.
1. Navigate to the Zoom web portal via the link - https://colby.zoom.us/profile
2. In the left menu, click on Phone, then click on the Settings tab.
3. Scroll down to the Call Handling section.
4. Click on the drop-down menu underneath When a call is not answered.
5. Select Forward to voicemail / video mail.
6. Underneath the drop box, check the box for Allow callers to reach an operator.
7. Underneath Connect to Operator, select the extension you would like to forward the call to.
8. Click Save when you are finished.
You now have the option to customize the Greeting & Menu audio and the Leave voicemail instruction audio.
Greeting & Menu
1. Click Edit underneath Greeting & Menu: Connect to operator or leave voicemail.
2. From the dropdown menu, select Add Audio.
3. Select the type of Audio you would like to use.
Text-To-Speech
1. Click the Text to Speech tab.
2. You will then be prompted to enter or select an Asset Name (e.g., Bob Park's Voicemail), Category (e.g., Voicemail Greeting), Language (e.g., American English), and Voice (e.g., Kevin-Male).
3. In the Message to Play text box, type the desired message for your voicemail greeting (e.g., "Hi, this is Bob Park. Please leave a message").
4. To preview your voicemail message, click the Play link in the lower left of the Message to Play section.
5. When you are satisfied with your recording, click the Add button to save your recording to the system.
Record by Computer
1. Click the Record by Computer tab.
2. You will then be prompted to enter or select an Asset Name (e.g., Joe Bruin's Voicemail), Category (e.g., Voicemail Greeting), and Language (e.g., American English).
3. Under the Record Audio section, click on the Record button to begin recording your voicemail.
Leave Voicemail Instruction
1. Click Edit underneath Leave voicemail instruction.
2. From the dropdown menu, select Add Audio.
3. Select the type of Audio you would like to use.
Text-To-Speech
1. Click the Text to Speech tab.
2. You will then be prompted to enter or select an Asset Name (e.g., Bob Park's Voicemail), Category (e.g., Voicemail Greeting), Language (e.g., American English), and Voice (e.g., Kevin-Male).
3. In the Message to Play text box, type the desired message for your voicemail greeting (e.g., "Hi, this is Bob Park. Please leave a message").
4. To preview your voicemail message, click the Play link in the lower left of the Message to Play section.
5. When you are satisfied with your recording, click the Add button to save your recording to the system.
Record by Computer
1. Click the Record by Computer tab.
2. You will then be prompted to enter or select an Asset Name (e.g., Joe Bruin's Voicemail), Category (e.g., Voicemail Greeting), and Language (e.g., American English).
3. Under the Record Audio section, click on the Record button to begin recording your voicemail.
4. To stop recording, click the Stop button.
5. To listen to the recording, click the Play button.
To re-record a voicemail, click the Record Again link.
6. Once satisfied with your recording, click the Add button to save your voicemail recording.