Zoom Phone
Zoom Phone has no direct connection to Reception.ai, so you connect it with call forwarding. Your receptionist answers on its own Reception.ai number, and Zoom Phone forwards calls to it. Callers keep dialing your Zoom Phone number.
First, go to Receptionists, select the Phone tile, and get a number. See Phone numbers.
Before you start
- Zoom Phone forwards to outside numbers only from a user, call queue, or auto receptionist that has a direct number (DID). A user with only an extension can’t forward calls externally.
- Your admin may lock forwarding settings (shown with a lock icon). If you can’t change a setting below, ask your Zoom admin.
- Calls forwarded to outside numbers can be billed by usage, depending on your Zoom Phone plan.
Then pick one of the setups below.
Forward a user’s calls
Open call handling
In the Zoom web portal, open Zoom Phone → Settings. Admins can go to Admin Center → Product configuration → Phone system → Users & Rooms, select the user, and open User Settings. Under Business Hours, select Edit next to Call Handling.
Choose when the receptionist answers
Set When a call is not answered to Forward to External Contacts and add your receptionist’s number with Add Phone Number. Choose the right country or region, since some countries share a country code. The user’s Zoom apps ring first, and unanswered calls go to the receptionist.
Users can also set Forward to External Contacts in the Zoom Workplace app under Settings → Phone → Voicemail and forwarding. In the app, this option has to be enabled by Zoom Support first.
Forward the main number
An auto receptionist can route closed-hours calls, or any routing step, to an outside number. Routing to a raw Phone Number requires a direct number on the auto receptionist. If your account has a directory of external contacts, you can add the receptionist as an external contact and route to it instead.
What to know
- Caller ID: Zoom doesn’t document which number the receptionist sees on forwarded calls. Check it in your test call. If the receptionist sees your Zoom number instead of the caller’s, every call looks like it comes from the same number, and your receptionist can’t recognize returning callers by their number.
- Call queues: The press 1 requirement can’t be turned off for call queue calls, so don’t forward a call queue to the receptionist.
Test it
Call your Zoom Phone number from another phone at a time when the routing you set applies. Check that your receptionist answers, then open Inbox and confirm which caller number the conversation shows. See Testing.