Changing Zoom Phone policy settings

Overview

Admins can use Zoom Phone policy settings to enable or disable certain Zoom Phone features. Policy settings can be applied to the entire account or specific phone users, common area phones, Zoom Rooms with a Zoom Phone license, or call queues.

Note: Policy settings for extensions will override the account setting. For example, you could disable international calling for the entire account, while allowing specific phone users to place international calls.

This article covers:

• Accessing policy settings
  
  • Account
  • Site
  • Extension (phone user, common area phone, Zoom Room, or call queue)
• Available policy settings
• Customizing settings for ad hoc or automatic call recordings
• Changing allowed countries/regions for outbound calling

Prerequisites

• Pro, Business, or Education account
• Account owner or admin privileges
• Zoom Phone license

Accessing policy settings

Account

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Zoom Phone tab.
4. Click the toggles to enable or disable policy settings. See the table below for available settings.

Note: If you set a different setting for a specific phone user, common area phone, or Zoom Room, click View to see extensions that are exempt from the policy set for the entire account.

Site

Note: This section only applies if you have multiple sites.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Click the name of the site you want to edit.
4. Click the Policy tab.
5. Click the toggles to enable or disable policy settings. See the table below for available settings.

Extension (phone user, common area phone, Zoom Room, or call queue)

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management and go to one of these pages:
   • Users & Rooms (Users, Zoom Rooms, or Common Area Phone tab)
   • Call Queues
3. Click the Policy tab.
4. Click the toggles to enable or disable policy settings. See the table below for available settings.

Removing extensions from being exempt

If you set a different policy setting for a specific extension, you can remove this exemption so that the account-level policy setting is applied.

Note: This only applies to the policy settings for ad hoc call recording, automatic call recording, and international calling.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Zoom Phone tab.
4. Click View under a policy setting to view all extensions that have a different policy setting than the account-level settings.
   Note: For the Automatic Call Recording policy settings, click Privileged Extensions to see all users that have it enabled.
5. Click the check boxes to select extensions.
6. Click Remove.

Available policy settings

You can enable or disable the policy settings for the following extensions:

Note:

• For policy settings only available at the site level, these policies can be changed in the account-level policy settings if you don't enable multiple sites.
• If an account or site policy is also available at the extension level, the policy setting at the extension level will override the account or site policy.

Policy setting	Entire account	Site	Phone user	Common area phone	Zoom Room	Call queue
Ad Hoc Call Recording: The extension can record calls using in-call controls. If disabled, they can still access existing call recordings. Note: If enabled, phone users can play, download, or delete their own ad hoc recordings. You can control the level of access that phone users have.	✔		✔
Ad Hoc Call Recording Transcription: Enable transcription for ad hoc call recordings. Phone users can view transcriptions in the desktop client or mobile app.		✔
Auto Delete Data After Retention Duration: Configure rules for what data is retained, the duration of the retention period, and how to delete data after the retention duration.	✔	✔
Automatic Call Recording: Zoom Phone calls are automatically recorded. Before the call is connected, both parties will hear an audio prompt notifying them that the call will be recorded.		✔	✔			✔
Automatic Call Recording Transcription: Enable transcription for automatic call recordings. Phone users can view transcriptions if they have access to automatic recordings.		✔
Call Forwarding to External Numbers: Allow phone users to forward to external phone numbers using their call handling settings.			✔
Emergency Address Management: The phone user can change their emergency address.			✔
Emergency Calls to Public Safety Answering Point (PSAP): The phone user can place emergency calls to a PSAP. Emergency calls are routed based on emergency call routing settings.			✔
Forward shared voicemails to emails: Allow voicemails from call queues, auto receptionists, and shared line groups to be forwarded to internal or external emails.		✔
Hot Desking: Allow device to use hot desking.				✔
International Calling: The extension can make international calls. If disabled, they will hear an audio prompt informing them that the call cannot be completed. You can also specify countries/regions that users can call.	✔	✔	✔	✔	✔
Nomadic Emergency Services: Nomadic emergency services provides the ability to dynamically detect and report a users location for emergency calling.		✔
Personal Audio Library: Allow phone users to change their voicemail greeting, message greeting, and hold music. If this setting is disable, the default audio settings will be applied and phone users can't change it.		✔
Recording Disclaimer Prompt: Play a prompt to call participants when the recording has started. You can apply this policy setting to ad hoc or automatic recordings.		✔
Selecting Outbound Caller ID: The extension can select their outbound caller ID number before placing a call. If disabled, they can only use their default outbound caller ID number.		✔	✔	✔	✔
SMS: Allow phone users to send and receive SMS messages. Note: Click Company Info then Account Settings to enable at account level to see site and user level policy settings.	✔	✔	✔
Soft Delete Users: Allows you to soft delete phone users by clicking the option to Move to Trash. Soft-deleted user can be restored within 30 days. After that, the phone user will be permanently deleted from the account. This setting doesn't apply to Zoom Rooms with a phone license or common area phones.	✔
Voicemail: Phone users can receive, access, and share voicemails.		✔	✔
Voicemail Transcription: Phone users can access voicemail transcriptions in the Zoom desktop client or voicemail notification emails. Note: This policy setting is also available for auto receptionists.		✔	✔			✔

 

Customizing settings for ad hoc or automatic call recording

If you enable Automatic Call Recording or Ad Hoc Call Recording, you can customize these settings:

• Recording calls of (only available if enabling automatic call recording for phone users or call queues): Specify to record inbound calls, outbound calls, or both.
• Allow call recording transcription: Allow Zoom to transcribe the call recording. You can view transcription when playing back recordings.
• Play a prompt to call participants when the recording has started: Play a disclaimer prompt warning call participants that the call will be recorded. Select the default prompt, or click Audio Library to select, record, or upload custom audio.
  Note: The prompt is played when the call recording starts. If a call participant joins the call after this prompt is played, they will not hear the prompt. For example, if you add a person to the call, or another phone user monitors the call after the prompt has played, they will not hear the prompt.

Note:

• By default, phone users can access, download, and delete their own ad hoc recordings. You can change their level of access.
• By default, automatic recordings for phone users are only accessible by admins. Automatic recordings for call queues are accessible by admins or a role with the associated privileges.
• Share recordings to allow phone users to access, download, or delete automatic recordings.
• Some scenarios can affect the active ad hoc or automatic call recording.

Changing allowed countries/regions for outbound calling

After changing the policy setting for international calling, you can change the countries/regions phone users can call.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management then Billing.
3. Scroll down to the Zoom Phone row.
4. Click View/Edit Countries/Regions.
5. Click the check boxes to specify countries/regions that phone users can call.
6. Click Save.