Manage Call Handling and Voicemail Settings for Zoom Phone

Question

How do I customize how incoming calls to my university phone number (Zoom Phones) will be handled, customize my voicemail greetings and settings, set my voicemail PIN Code and block unwanted calls. How can I manage forwarding and transferring calls? 

Overview

Employees can customize how incoming calls will be handled and delivered to their Yealink desk telephone or Zoom app. Many of these options are changed in the same Zoom settings web page as options for Zoom Meetings and other Zoom apps (https://minnstate.zoom.us/).

Instructions

1. Select Sign In - configure your account from the Minnesota State Zoom web portal (https://minnstate.zoom.us/) using your employee StarID and password.

2. On the left-side navigation menu, select Phone. 

3. On the top navigation bar, select Settings. 

4. Follow the applicable set of instructions below for managing your business hours and settings, call handling preferences, and voicemail greetings and settings. 

Jump to Voicemail Greeting

Managing Business/Holiday Hours and Settings 

By default, business hours (the hours during which your Zoom Phone will ring) are set to 7:30AM to 5:00PM Monday - Friday. You can set custom hours for when you want your phone to ring and customize how you want calls handled during your closed hours.

• Set or change custom business hours: 
  • Navigate to Business Hours and Select Edit
  • Select Custom Hours then OK
  • Enter the business hours during which you want your phone to ring then select OK 
• Manage how calls are handled during business hours:
  • You can choose to have all Zoom phones to ring simultaneously, or to roll over in a particular order.
  • Choose what happens when a call is not answered.
  • NOTE: Allow callers to check voicemail will allow you to remotely call your university phone number from a different phone and use your PIN Code to listen to voicemail messages. If unchecked, you can check voicemail messages only from your Zoom app or Yealink desk phone.
• Manage how calls are handled during your closed hours: 
  • Navigate to Closed Hours 
  • Click Edit next to Call Handling and enable devices to choose how the call will be handled.
    NOTE: if you do not enable any devices for call handling, Zoom phones will not ring during closed hours and callers will be forwarded to your voicemail.
  • Choose how you want calls to be managed when you are not working and the call is not answered. Some examples are to forward to voicemail, play a message and disconnect, or forward the call to another phone number. If you want your Zoom Phone to ring on any devices during your closed hours, select "Edit" and then use the toggle on the left of each option to indicate whether or not you'd like it to ring when you receive a call.
  • You may also record a greeting and instructions if you would like.

Managing Call Handling Preferences

There are several call handling settings you can customize to your own preferences, including which device(s) will ring when someone calls you, how long someone should wait on the phone before being sent to voicemail and more! To customize these settings, navigate to the Call Handling section and select your preferences for each setting you'd like to customize. 

• Call Handling: Allows you to select which device(s) will ring when you receive a call and the order of which you'd like your devices to ring if you do not want them to ring at the same time when you receive a call. To modify call handling settings: 
  • Select Edit 
  • Use the toggle on the left of each option to indicate whether or not you'd like it to ring when you receive a call 
    • Zoom Desktop Apps = This is likely the primary option for most employees and includes the Zoom desktop application on your work computer or any persona devices you have chosen to download the Zoom application onto and are signed into with your StarID and password 
    • Zoom Mobile Apps = Mobile Apps would include any mobile devices you have chosen to download the Zoom application onto and are signed into with your StarID and password 
    • Zoom Appliance Apps = This would include special third-party device connections such as Alexa or Google Home; we do not recommend anyone utilize these services for Minnesota State Zoom service and recommend that all employees toggle this setting off 
  • If you would like to add a phone number to receive calls to, select Add Phone Number, enter the applicable information in, and follow the prompts to save your selections
  • Select Save to save your selections 
• Call Handling Ring Mode 
  • Simultaneous = All selected devices for Call Handling will ring when you receive a call 
  • Sequential = Selected devices for Call Handling will ring in the order established 
  • Select your preference and save your choices 
• Other Call Handling Settings 
  • There are a variety of other call handling settings available in this section that you can choose to customize if you wish by following the prompts and selecting your preferences

Managing Voicemail Greetings 

• Add a new voicemail greeting:
  • Under the Call Handling section, navigate to Greeting & Leave voicemail instruction and select Edit
  • Select Add Audio
  • You can select how you'd like to record your greeting including Text to Speech, Upload or Record By Computer (the Record by Computer option will be the most similar to the previous phone system where you record a greeting)
  • Follow the prompts to record your new greeting and select Add
  • Your newly recording greeting should automatically become your new voicemail greeting, however, if that doesn't happen, select Edit then Choose from Asset Library then select your preferred voicemail greeting 
  • Be sure to save your selection 
• Change your voicemail greeting: 
  • Under the Call Handling section, navigate to Greeting & Leave voicemail instruction and select Edit
  • Select Choose from Asset Library then select your preferred voicemail greeting 
  • Be sure to save your selection