Issue:
I want to understand how to adjust how incoming calls are handled while my phone line is set to Closed hours and Holiday hours.
Solution:
There are some differences between how Closed hours and Holiday hours are handled depending on the phone line type.
Below is guidance for managing Call handling for:
You can learn more in this Zoom support article: Customizing call handling settings
Users
You can access your Zoom Phone settings via the Zoom web portal: Phone Settings
Business hours can be adjusted there, the defaults are 8am-5pm Monday-Friday.
Closed Hours
If you do not set any Call Handling than all incoming calls will go directly to voicemail during Closed hours (anything outside of the set Business hours).
If you still want incoming calls to ring to your line so you have a chance to answer them during Closed Hours you will need to edit the Call Handling settings in the Closed hours section.
Holiday Hours
You will need to select the Manage link to be able to adjust your Holiday hours Call Handling.
If you do not set any Call Handling than all incoming calls will go directly to voicemail during Holiday hours.
If you still want incoming calls to ring to your line so you have a chance to answer them during Holiday Hours you will need to edit the Call Handling settings.
- You can also block external calls as detailed in this guide: Managing Incoming Calls and Settings
Common Area Phones
By default the Business hours for Common Area Phones are 24/7 so unless those are changed to custom hours there won't be an option to change the Closed hours settings since it is never "closed".
Also something to be aware of is that the default option for when a call is not answered is to Disconnect, not to go to voicemail, for Business, Closed, and Holiday hours.
Closed Hours
If the Business hours are set to something other than 24/7 then there will be an option to adjust Closed Hours. The default is set to not ring the device and to disconnect the call. This means that if someone calls the Common Area Phone during Closed hours it simply hangs up the call without notifying the caller of the reason.
If you enable Ring the Device than you specify the ring duration and either way you can let the call forward to voicemail or play a message, then disconnect if not answered.
Holiday Hours
You will need to select the Manage link to be able to adjust your Holiday hours Call Handling.
The default is set to not ring the device and to disconnect the call. This means that if someone calls the Common Area Phone during Holiday hours it simply hangs up the call without notifying the caller of the reason.
If you enable Ring the Device than you specify the ring duration and either way you can forward to voicemail or play a message, then disconnect if not answered.
Auto Receptionists
By default the Business hours for Auto Receptionists are 24/7 so unless those are changed to custom hours there won't be an option to change the Closed hours settings since it is never "closed".
Closed Hours
If the Business hours are set to something other than 24/7 then there will be an option to adjust Closed Hours. The default is to go directly to the voicemail of the current extension (the auto receptionist's voicemail box).
You can change the Routing option to send the call to a specified phone line like a User or a Call Queue, etc. There is also an option to use an IVR which can be customized to be different than the one used during Business hours.
Holiday Hours
You will need to select the Manage link to be able to adjust your Holiday hours Call Handling.
By default all incoming calls will go directly to voicemail during Holiday hours.
You can change the Routing option to send the call to a specified phone line like a User or a Call Queue, etc. There is also an option to use an IVR which can be customized to be the same as the one used during Business hours.
Call Queues and Shared Line Groups
By default the Business hours for Call Queues and Shared Line Groups are 24/7 so unless those are changed to custom hours there won't be an option to change the Closed hours settings since it is never "closed".
Call Queues have the option to allow members of the queue to have their Business hours override the Call Queues, which is enabled by default.
Closed Hours
If the Business hours are set to something other than 24/7 then there will be an option to adjust Closed Hours. There is no option to have the Call Queue or Shared Line Group ring the members if it is during Closed hours, instead it is always considered to be an Overflow call. The default is to go directly to the voicemail of the current extension (the CQ's or SGL's voicemail box).
There are options to route the call to a User, Auto Receptionist, etc. So if there is a manager that might want to still get calls during closed hours instead of having the call go to voicemail you can set the call to route to that user.
Holiday Hours
You will need to select the Manage link to be able to adjust your Holiday hours Call Handling.
There is no option to have the Call Queue or Shared Line Group ring the members if it is during Holiday hours. The default is to go directly to the voicemail of the current extension (the CQ's or SGL's voicemail box).
There are options to route the call to a User, Auto Receptionist, etc. So if there is an Auto Receptionist built to handle holiday calls you can set the call to route to that AR.
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