✔️Call Forwarding & Rules
Learn how to set up call forwarding, customize call handling rules, and control how incoming calls are routed during business hours, after hours, and when you're unavailable.
⏱️ Estimated Time: 15 minutes
👤 Who's This For
All Zoom Phone users who need to manage incoming calls across multiple devices, forward calls to external numbers, or customize how calls are handled based on availability.
💼 Use Case
Essential for professionals who work remotely, travel frequently, need calls routed to mobile devices, or want different call handling during business hours versus after-hours. Perfect for maintaining availability while managing work-life balance.
✅ Prerequisites
Active Zoom Phone license with assigned phone number
Access to Zoom web portal (zoom.us)
External phone numbers (if forwarding outside Zoom Phone)
Admin permissions may be required for certain advanced features
Understanding Call Handling
Admins and phone users can customize call handling settings to determine how calls are routed during different times and scenarios .
Call handling controls:
Which devices ring when you receive calls
Ring order (simultaneous or sequential)
What happens when you're on another call
What happens when calls go unanswered
Different behaviors for business hours vs. closed hours
Time-based scenarios:
Business Hours: When you're available to take calls
Closed Hours: Outside your normal working hours
Holiday Hours: Special days when you're unavailable
Accessing Call Forwarding Settings
🎮 Click-Through Demo
▶️ Watch: Setting Up Call Forwarding and Rules
See how to configure call handling across different scenarios and devices.
Customizing Ring Behavior
Simultaneous vs. Sequential Ringing
Simultaneous Ringing: All selected devices ring at the same time with a maximum wait time before the call is handled per your unanswered call settings .
Best for: Ensuring you catch every call quickly
Devices: Desktop app, mobile app, desk phone all ring together
Set max wait time (15, 30, 45, or 60 seconds)
Sequential Ringing: Devices ring one after another with a specified ringing duration for each device .
Best for: Prioritizing certain devices over others
Example: Desk phone rings first, then mobile after 20 seconds
Set ringing duration for each device (15-60 seconds)
Device Management
Enable/disable devices:
Toggle on/off for each device type:
Zoom Desktop App
Zoom Mobile App
Desk Phones
Zoom Phone Appliance Apps
Personal Zoom Room Apps
Reorder devices:
Drag and drop to change the ring sequence
Only applies to Sequential ring mode
Handling Busy and Unanswered Calls
When You're Busy on Another Call
Select how calls are handled when you are busy on another call :
Call Waiting (Default):
Receive the second call even while on a call
Choose to hold/decline the first call or send the waiting call to voicemail
Forward to Voicemail:
Automatically routes calls to voicemail when you're busy
Caller hears your voicemail greeting
Other Options:
Play a busy signal
Forward to another extension
Forward to external contact
Play a message, then disconnect
When Calls Go Unanswered
Select how unanswered calls are handled during business or closed hours :
Forward to Voicemail (Most Common):
Caller hears your greeting and can leave a message
Option to allow callers to press 0 for operator
Option to allow callers to check voicemail
Forward to Another Extension:
Route to a colleague's extension
Useful when covering for each other
Forward to External Contact:
Send to an external phone number
Requires a Direct Inward Dial (DID) number assigned
Other Options:
Play a message, then disconnect
Disconnect (no voicemail)
Setting Business Hours
Closed Hours automatically apply outside your business hours.
Managing Holiday Hours
Holiday Hours automatically apply outside your business hours.
💡 Pro Tips
See Details
Use sequential ringing strategically Ring your desk phone first (20 seconds), then mobile. This prevents personal phone interruptions when you're at your desk.
Set different rules for business vs. closed hours Forward to voicemail during business hours, but send to your mobile during closed hours for urgent matters.
Enable press-1 for external forwarding This prevents voicemail from answering calls meant for you and helps filter spam calls.
Use Personal Holidays for Vacation Add upcoming vacation time in advance so you're not scrambling to update settings at the last minute.
Test your call handling rules After making changes, call yourself from another number to verify everything works as expected.
⚠️ Common Issues
See Details
Calls not forwarding to external number? → Verify you have a Direct Inward Dial (DID) number assigned. Users with extension-only cannot forward externally.
External number rings but call disconnects when answered? → Enable "Require to press 1 before connecting" to prevent the call from going to your external voicemail.
Changes not taking effect? → Click Save after making changes. Refresh the page and verify settings were saved correctly.
Calls going straight to voicemail unexpectedly? → Check that your devices are toggled ON in call handling settings and you're signed into Zoom on those devices.
Can't add external phone number? → Ensure you selected the correct country/region first. Some countries share country codes but have separate dropdown entries.
🎯 What's Next
✨ Your call forwarding is now configured! You can:
Route calls to multiple devices simultaneously or sequentially
Forward calls to external numbers
Set different rules for business, closed, and holiday hours
Temporarily forward calls without changing permanent settings
Control how busy and unanswered calls are handled
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