Create auto receptionists to greet callers with professional messages and route calls using interactive voice menus (IVR) based on caller selections.
⏱️ Estimated Time: 20-30 minutes
👤 Who's This For
Zoom Phone administrators configuring automated call answering and routing for their organization.
💼 Use Case
Use this guide to set up professional call handling for your main company number or departmental lines. Auto receptionists provide 24/7 coverage, reduce receptionist workload, and route callers efficiently to the right destination.
✔️ Prerequisites
Admin access to Zoom web portal with privilege to edit account settings
Extension number available for the auto receptionist
Audio greetings prepared or text for text-to-speech (optional)
Understanding of desired call routing flow
Direct phone numbers assigned (optional)
Understanding Auto Receptionists
Auto receptionists answer calls automatically with pre-recorded or text-to-speech greetings, then route callers based on:
Direct routing: Immediately route to a destination after playing greeting
Interactive Voice Response (IVR): Present menu options (press 1 for sales, 2 for support)
Time-based routing: Different routing for business hours, closed hours, and holidays
Multi-level IVR: Create hierarchical menus for complex organizations
Main Auto Receptionist: Zoom automatically creates a main auto receptionist for each site. This is assigned to your main company number and cannot be deleted.
Creating an Auto Receptionist
1
Access Auto Receptionists
Sign in to Zoom web portal as an admin
Navigate to Phone System Management > Auto Receptionists
Click Add
2
Configure Basic Information
Site: Select site if using multiple sites
Name: Enter descriptive name (e.g., "Main Company Auto Receptionist")
Specify a template: Check to create a template from this auto receptionist for future use
3
Save Initial Setup
Click Save
Portal redirects to auto receptionist settings
🎮 Click-Through Demo
▶️ Watch: Creating an Auto Receptionist
See how to navigate to Auto Receptionists, create a new receptionist, and access settings.
Configuring Profile Settings
1
Access Profile Tab
Navigate to your auto receptionist
Click the Profile tab
2
Set Basic Details
Display Name: Click Rename to change name
Extension Number: Click Edit to change extension
Time Zone: Select appropriate time zone for business hours
Department: Enter department name for organization
Cost Center: Enter cost center for billing/reporting
3
Assign Phone Numbers
Click Add next to Number(s) to assign direct phone numbers
For main auto receptionist: Use dropdown to select main company number
Blue text indicates currently assigned direct numbers
4
Configure Additional Settings
Audio Prompt Language: Set language for system prompts
Default Transcription Language: Set language for voicemail transcription
PIN Code: Set PIN for voicemail access
Voicemail: Toggle to share voicemail inbox with multiple users
Setting Up Business Hours Routing
1
Define Business Hours
Click Edit next to Business Hours
Set days and times when auto receptionist actively routes calls
Can span past 11:30 PM for night operations
Use 10-minute increments by manually entering times (e.g., 11:10 PM)
2
Configure Greeting
Greeting Prompt: Select default or click Audio Library for custom audio
Greeting plays before routing caller
Select Disable to skip greeting and route immediately
3
Set Routing Destination
Click Edit next to Route to
Choose from routing options:
Voicemail: Route to auto receptionist's voicemail or another extension's voicemail
Phone User: Route to specific user
Call Queue: Send to call queue
Shared Line Group: Route to shared line
Auto Receptionist: Chain to another auto receptionist
Interactive Voice Response (IVR): Present menu options (see below)
External Phone Number: Route outside system (requires direct number assigned)
Partner Contact Center: Route to third-party contact center integration
🎮 Click-Through Demo
▶️ Watch: Configuring Business Hours and Simple Routing
See how to set up business hours, add a greeting prompt, and configure direct routing to an extension.
Creating an IVR Menu
Interactive Voice Response (IVR) menus let callers choose their destination by pressing keys.
1
Enable IVR Routing
In Business Hours routing, click Edit next to Route to
In dropdown, select Interactive Voice Response (IVR)
Click OK
2
Configure IVR Settings
Click Edit in the IVR Menu section
IVR Greeting Audio Prompt:
Click Default to use system greeting
Click Edit > Choose from Asset Library for custom audio
Audio explains menu options to callers (plays after auto receptionist greeting)
3
Set Timeout Options
Caller Takes No Action After: Set seconds before timeout (if voice navigation enabled)
Play audio prompt: Set how many times to repeat prompt (1-3 times)
And then: Choose routing when timeout occurs (disconnect or forward to destination)
4
Enable Voice Navigation (Optional)
Toggle Allow callers to navigate IVR by voice
Callers can speak commands instead of pressing keys
Voice Input Confidence Score: Set Low, Medium, or High confidence threshold
Only supports English language commands
5
Configure Menu Keys
For each key (0-9, *, #), click Edit to set routing destination
Common setup:
Key 1: Sales
Key 2: Support
Key 3: Billing
Key 0: Operator/receptionist
Key 9: Dial by name directory
6
Save Configuration
Click Save to apply IVR settings
🎮 Click-Through Demo
▶️ Watch: Building an IVR Menu
See how to set up an IVR with a custom greeting, configure menu keys for different departments, and set timeout behavior.
Creating Multi-Level IVR Systems
For complex organizations, create hierarchical IVR menus (e.g., language selection → department selection).
Planning Approach:
Diagram Your IVR Flow: Map out all levels and branches before building
Start at the Bottom: Create lowest-level auto receptionists first (those that don't route to other IVRs)
Work Your Way Up: Build parent IVR menus that route to child auto receptionists
Test Each Level: Verify routing before connecting to higher levels
Example Structure:
Implementation Steps:
Create department-level auto receptionists (Sales, Support) with IVR menus
Create language-level auto receptionists that route to department auto receptionists
Assign main company number to top-level (language) auto receptionist
Configuring Closed and Holiday Hours
1
Set Closed Hours Routing
Click Edit next to Closed Hours
Configure different greeting and routing for after-hours calls
Common approach: Play message, then route to voicemail or on-call user
2
Configure Break Hours (Optional)
Click Edit next to Break Hours
Set temporary routing during lunch breaks or meetings
Useful for small businesses with limited coverage
3
Set Holiday Hours
Click Manage next to Holiday Hours
Designate specific dates as holidays
Create special greetings informing callers of closures
Route to voicemail or emergency contact
Managing the Main Auto Receptionist
Changing Main Company Number:
Navigate to main auto receptionist (displays "Main Auto Receptionist" in name)
Click dropdown next to main company number
Select from assigned numbers or click Select an unassigned number
Previous main number remains assigned or becomes unassigned based on selection
Assigning Additional Numbers:
Main auto receptionist can have multiple direct numbers
All numbers route to same auto receptionist with same settings
Use IVR to route callers differently based on their selection
💡 Auto Receptionist Best Practices
See Details
Keep Menus Simple Limit IVR menus to 5-6 options maximum. Too many choices confuse callers and increase abandonment. If you need more options, use multi-level IVR.
Always Offer an Operator Option Include Key 0 to reach a live person in every IVR menu. Some callers prefer human interaction, and complex issues may require human judgment.
Test with Real Callers Before launching, have colleagues outside your tech team test the full call flow. They'll catch confusing wording or routing issues you might miss.
Update Greetings Regularly Keep holiday messages current. Nothing frustrates callers more than hearing "we're closed for Thanksgiving" in January.
Use Professional Audio Invest in professional voiceover or high-quality text-to-speech. Poor audio quality damages your brand and reduces caller confidence.
🚀 Quick Wins
See Details
Create After-Hours Routing Immediately Even if business hours are 24/7 initially, set up closed hours routing. When you need it (holidays, emergencies), it's already configured.
Enable Dial by Name Directory Add a directory option (usually Key 9) so callers who know their contact can dial them directly without navigating menus.
Use Text-to-Speech for Rapid Updates For temporary messages (weather closures, event announcements), use text-to-speech. Update the text instantly without recording new audio.
Layer IVR for Growth Start with simple direct routing. As your organization grows, add IVR menus without changing phone numbers or external documentation.
⚠️ Common Issues
See Details
Callers not hearing IVR menu options → Verify IVR greeting audio is uploaded and not set to "Disable." Check that IVR Menu section has keys configured with routing destinations.
Key presses not working in IVR → Ensure each key has routing configured by clicking Edit next to the key. Keys without routing won't respond to caller input.
Main company number routing to wrong auto receptionist → If using multiple sites, main company number routes to main auto receptionist of main site. Check Company Info page to verify main site assignment.
Multi-level IVR routing loops back to first menu → Verify child auto receptionists exist and have correct routing. Test each level independently before connecting to parent IVR.
Holiday greeting playing on wrong dates → Check time zone setting in auto receptionist profile. Holiday dates are based on auto receptionist's time zone, not admin's time zone.
