# Setting up Zoom Phone auto receptionists and call queues

For Zoom Phone account owners or admins configuring inbound call handling for the first time or rebuilding it.

Canonical: https://warmtransfer.net/guides/zoom-phone-auto-receptionist-setup

Last verified: 2026-09-30

Zoom Phone routes inbound organization calls through auto receptionists and call queues to connect callers with departments or groups of users[^7][^15]. Auto receptionists answer and redirect calls, while call queues manage call distribution and overflow across multiple members[^43].

## Before you start

Managing Zoom Phone auto receptionists requires either a Zoom Workplace license with Phone included or a standalone Zoom Phone calling plan, as well as account owner or admin privileges[^33]. Call queue administration additionally requires a Pro, Business, or Education account and completed initial Zoom Phone setup[^55].

## What changes by situation

- What should a caller to the main company number reach first? A menu: callers press a key to choose a department; A call queue: callers go straight to a group of people after the greeting.
- How should a queue call be offered to the queue's members? Ring everyone available at once; Ring available members one at a time; Ring members in a changing order so calls spread evenly; Ring one custom group at once, then the next group; Ring whoever has been idle longest.
- Where should a caller go when the queue's wait limit or size limit is exceeded? The queue's own voicemail inbox; Another call queue; Play a message, then disconnect.
- Is the multiple sites feature enabled on the account? Yes, the account has multiple sites; No, the account is a single site.

## Step 1: Access the Auto Receptionists interface

### Do
Log in to the Zoom web portal and navigate to Admin Center > Product configuration > Phone system > Auto Receptionists[^6]. 

### Verify
Confirm that the Classic tab lists classic auto receptionists, including the entry named Main Auto Receptionist, and that a separate ZVA Receptionist tab is available for virtual receptionists[^6].

## Step 2: Confirm the Main Auto Receptionist and main company number

### Do
On the Classic tab, open the auto receptionist named Main Auto Receptionist, which initial setup created and assigned to the main company number[^6][^36]. If multiple sites are enabled, select the specific main auto receptionist created for the site being configured[^38]. To change the main company number, go to Number Management > Phone Numbers > Related Features > Main Company Number (Zoom Phone), and select either an unassigned number or a number already assigned to the main auto receptionist[^39].

### Verify
Confirm that the main company number displayed allows external callers to dial a user's extension after calling and acts as the outbound caller ID for users[^40].

### Rollback
Change the number back under Number Management > Phone Numbers > Related Features > Main Company Number (Zoom Phone)[^39]. A main auto receptionist cannot be deleted or duplicated[^37].

## Step 3: Prepare audio greetings and prompts

### Do
Produce the required greetings or menu prompts by adding audio manually as text-to-speech, recording from a computer microphone, uploading an audio file, or selecting an existing prompt from the asset library[^12].

### Verify
Suggested check: Open the audio selection menu on the target auto receptionist and verify that the intended prompt is visible and selectable.

## Step 4: Create the call queue and add members

### Do
Navigate to Admin Center > Product configuration > Phone system > Call Queues, click Add, and enter a name and extension number[^48]. Add members up to the queue maximum of 50 members, selecting phone users or common area phones[^48][^51][^52]. If direct external dialing to the queue is required, assign a direct phone number using Add in the queue's Number(s) setting[^53].

### Verify
Click View or Edit under Members in the call queue's profile settings to confirm the assigned phone users and common area phones[^52].

### Rollback
Toggle Active Status to off; an inactive call queue retains its configuration but cannot be reached by callers[^47].

## Step 5: Configure the call distribution method

**Ring everyone available at once**

### Do
Under Call Distribution, select Simultaneous to ring all available members at the same time[^20].

### Verify
Suggested check: Place a call to the queue and verify that all available signed-in members ring at the same time.

### Rollback
Select a different option among the 5 call distribution options[^15].

**Ring available members one at a time**

### Do
Under Call Distribution, select Sequential to ring available members one at a time[^19]. Configure Ring duration for each member to define how long each member rings[^58]. Choose whether to select Skip offline devices and phone numbers when ringing to skip members who are not signed into the Zoom desktop client, mobile app, or a desk phone[^59].

### Verify
Suggested check: Place a call to the queue and verify that available members ring one after another according to the ring duration setting.

### Rollback
Select a different option among the 5 call distribution options[^15].

**Ring members in a changing order so calls spread evenly**

### Do
Under Call Distribution, select Rotating to ring available queue members in a regularly changing order to distribute calls evenly[^18]. Configure the Ring duration for each member[^58].

### Verify
Suggested check: Place consecutive calls to the queue and verify that the first member to ring rotates across available members.

### Rollback
Select a different option among the 5 call distribution options[^15].

**Ring one custom group at once, then the next group**

### Do
Click Add to create at least 1 group and assign at least 1 member to it, then select Group rotating (custom groups) under Call Distribution to ring member subsets simultaneously before moving to the next group[^16].

### Verify
Suggested check: Place a call to the queue and verify that members of the first configured group ring simultaneously followed by the next group.

### Rollback
Select a different option among the 5 call distribution options[^15].

**Ring whoever has been idle longest**

### Do
Under Call Distribution, select Longest idle to route calls to the member idle for the longest duration, followed by the next-longest idle member if unanswered[^17]. Set the Ring duration for each member[^58].

### Verify
Suggested check: Have one member answer a call, then place another call and verify the system rings the member with the longest idle period.

### Rollback
Select a different option among the 5 call distribution options[^15].

## Step 6: Configure wait limits and queue overflow

**The queue's own voicemail inbox**

### Do
Set Max Wait Time to limit total wait time and Max Call in Queue to limit the number of waiting callers before Overflow routing engages[^42][^41]. Keep Overflow routed to the default destination, which is the call queue's dedicated voicemail inbox[^44][^56].

### Verify
Suggested check: Place a test call that exceeds the maximum wait duration or queue capacity and verify that the call transfers to the queue's voicemail inbox.

### Rollback
Suggested rollback: Re-edit the wait time or queue limit parameters to their prior configurations.

**Another call queue**

### Do
Set Max Wait Time and Max Call in Queue to determine when Overflow routing takes effect[^42][^41]. Click Edit beside Overflow and select another call queue as the destination to handle overflow callers or route to more than 50 total phone users[^45][^54].

### Verify
Suggested check: Place a call that exceeds the queue capacity or wait duration and verify that the call is redirected to the second call queue.

### Rollback
Click Edit beside Overflow and re-select the call queue's own voicemail inbox[^44][^45].

**Play a message, then disconnect**

### Do
Set Max Wait Time and Max Call in Queue to trigger Overflow when exceeded[^42][^41]. Click Edit beside Overflow and choose Play a message, then disconnect[^45]. Voicemail messages will not be accepted because queue voicemail requires Overflow to point to the extension's voicemail[^56].

### Verify
Suggested check: Place a call that exceeds the queue limit and confirm that the configured audio message plays and the call disconnects immediately.

### Rollback
Click Edit beside Overflow and select the queue's voicemail inbox[^44][^45].

## Step 7: Configure business hours and holiday groups

**Yes, the account has multiple sites**

### Do
In the holiday group, use the Holiday tab to define dates and the Target tab to apply the group to the relevant sites, auto receptionists, and call queue extensions[^24]. Holiday group call settings supersede standard business and non-business hours[^23]. When holidays conflict, the holiday with the most immediate time takes precedence[^22]. Break hours take place during business hours and do not override closed hours handling[^13].

### Verify
Confirm on the Target tab of the holiday group that the site, auto receptionist, and call queue extensions are listed[^24].

**No, the account is a single site**

### Do
Navigate to Admin Center > Product configuration > Phone system > Company Info > Account Settings > Settings tab to manage default holiday group settings[^24]. Use the Holiday tab to define holiday dates and use the Target tab to add the account, auto receptionists, and call queue extensions[^24]. Holiday settings supersede business and non-business hours[^23]. If configured holidays overlap, the holiday with the most immediate time takes precedence[^22]. Break hours occur during business hours and do not override closed hours handling[^13].

### Verify
Confirm on the Target tab that the account, auto receptionist, and call queue are listed as targets[^24].

## Step 8: Set auto receptionist hours and closed-hours routing

### Do
On the Main Auto Receptionist, select the Time Zone dropdown, which defines the time zone used to evaluate Business Hours[^9]. Click Edit under Business Hours to specify the operating hours during which calls are answered[^1]. Use the Holiday Hours setting via Manage to set holiday schedules and specific routing[^5]. Set routing options for Closed Hours to direct callers outside regular hours[^2]. Any calls routed to an external phone number are billed at plan rates[^21].

### Verify
Confirm that the Closed Hours routing section appears and displays the customized routing once Business Hours are saved[^2].

### Rollback
Click Edit on Business Hours to restore original schedules, or click Manage on Holiday Hours to adjust assigned holiday schedules[^1][^5].

## Step 9: Configure Main Auto Receptionist call routing

**A menu: callers press a key to choose a department**

### Do
On the Main Auto Receptionist, click Edit next to Route to, choose Interactive Voice Response (IVR), click OK, and click Edit in the IVR Menu section[^31]. For each key, click Edit to assign actions including Leave Voicemail to (current extension, user, auto receptionist, call queue, or shared line group), Forward to (user, common area, auto receptionist, call queue, shared line group, external contacts, or phone number), or route to the dial-by-name directory[^27]. Select the Allow dial by extension toggle if callers should reach extensions directly[^26]. When configuring sub-menus, create any child auto receptionist first using Add with a Name and optional Description, and set the IVR key action to Forward to Auto Receptionist[^3][^28]. If routing a key to leave voicemail for an extension, select Follow User Voicemail Greeting if that extension's own greeting should play[^32]. Auto receptionist operator privileges allow delegated users to perform this setup[^30].

### Verify
Suggested check: Place a call to the main company number, press each assigned key, and verify that the call connects to the configured target extension or action.

### Rollback
Click Edit next to Route to and select a different routing target[^8]. Non-main auto receptionists created for sub-menus can be deleted from the ellipsis menu beside their name, leaving assigned phone numbers unassigned[^4].

**A call queue: callers go straight to a group of people after the greeting**

### Do
On the Main Auto Receptionist, click Edit next to Route to and select Call Queue[^7]. The auto receptionist forwards calls after playing its greeting[^8].

### Verify
Suggested check: Call the main company number and verify that after the greeting finishes, the call routes to the call queue and rings members according to the configured distribution rules.

### Rollback
Click Edit next to Route to and change the destination[^8].

## Step 10: Configure voicemail sharing and PIN access

### Do
In the Main Auto Receptionist settings, configure Voicemail to grant access to phone users who need to view and listen to messages, and configure a PIN Code for voicemail access[^10]. In the call queue settings, open Voicemail to share the queue's inbox with designated phone users[^56].

### Verify
Suggested check: Leave a test voicemail on the queue or auto receptionist and verify that authorized phone users can access and listen to the recording.

## Step 11: Test inbound paths and review call history logs

### Do
Verify that the call queue's Active Status toggle is on[^47]. If an assigned user is not receiving queue calls, inspect the Receive Queue Calls toggle under Membership in that user's settings (Phone system > Users & Rooms > Users tab), which can also be toggled directly by the user[^57].

### Verify
Suggested check: Place test calls for business hours, non-business hours, holidays, and overflow states.

Navigate to Admin Center > Product configuration > Phone system > Logs > Calls tab, and filter by extension type using Auto Receptionist or Call Queue[^35]. Open individual call path entries to inspect extensions, actions, event timing, and final results[^34].

## Applicability

Applies to: Zoom Phone. Deployments: multi-tenant. Sources checked 2026-09-30.

## What remains uncertain

The allowed configuration value ranges for Max Wait Time, Max Call in Queue, and Ring duration for each member are not covered by the sources below. In addition, whether the main company number can be assigned directly to a call queue without routing through an auto receptionist is not covered by the sources below. The complete hierarchical precedence order among business hours, closed hours, break hours, and holiday hours beyond the stated rules is not covered by the sources below. Whether the prompt greeting rule for queues over 10 members takes precedence over a custom greeting setting is not covered by the sources below.

## Sources

[^1]: An auto receptionist's Business Hours setting, changed with Edit, sets the times when the auto receptionist answers calls. Source: [Changing auto receptionist settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062100), Business Hours entry. Checked 2026-09-30.
[^2]: Once business hours are set on an auto receptionist, its Closed Hours section holds the separately customisable routing applied to calls outside business hours. Source: [Changing auto receptionist settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062100), Closed Hours entry. Checked 2026-09-30.
[^3]: A new classic auto receptionist is created from the Auto Receptionists page by clicking Add and entering a Name and an optional Description, after which its settings are configured. Source: [Managing auto receptionists](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061421), How to create a new auto receptionist. Checked 2026-09-30.
[^4]: A non-main auto receptionist is deleted from the ellipsis menu beside its name, and deleting it leaves the phone numbers that were assigned to it unassigned. Source: [Managing auto receptionists](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061421), How to delete or duplicate an auto receptionist. Checked 2026-09-30.
[^5]: An auto receptionist's Holiday Hours setting, opened with Manage, designates certain days and hours as holidays with their own routing. Source: [Changing auto receptionist settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062100), Holiday Hours entry. Checked 2026-09-30.
[^6]: Auto receptionists are managed in the Zoom web portal under Admin Center > Product configuration > Phone system > Auto Receptionists, where the Classic tab lists classic auto receptionists including the one labelled Main Auto Receptionist and a separate ZVA Receptionist tab lists virtual receptionists. Source: [Managing auto receptionists](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061421), How to customize the main auto receptionist, steps. Checked 2026-09-30.
[^7]: The destinations an auto receptionist can route to include voicemail, play a message then disconnect, a user, a Zoom Room, a common area phone, another classic auto receptionist, a call queue, a shared line group, an Interactive Voice Response (IVR) menu, external contacts, and a phone number. Source: [Changing auto receptionist settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062100), Routing options list. Checked 2026-09-30.
[^8]: An auto receptionist's Route to setting, changed with Edit, selects where the auto receptionist routes the call after playing its greeting. Source: [Changing auto receptionist settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062100), Business Hours settings, Route to entry. Checked 2026-09-30.
[^9]: An auto receptionist's Time Zone dropdown sets the time zone used to evaluate its Business Hours. Source: [Changing auto receptionist settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062100), Profile settings, Time Zone entry. Checked 2026-09-30.
[^10]: An auto receptionist has its own voicemail inbox that its Voicemail setting shares with phone users, and a PIN Code setting used to access that voicemail. Source: [Changing auto receptionist settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062100), Profile settings, Voicemail and PIN Code entries. Checked 2026-09-30.
[^11]: Manually uploaded Zoom Phone audio assets must be MP3 or WAV files smaller than 10MB, and a personal audio library holds up to 100 recordings or files. Source: [Using the audio library to customize audio greetings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069545), Limitations of the audio library. Checked 2026-09-30.
[^12]: An audio asset for a greeting or prompt can be chosen from the asset library or added manually as text-to-speech, as an uploaded file, or as a recording made from the computer's microphone. Source: [Using the audio library to customize audio greetings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069545), How to add your audio asset manually. Checked 2026-09-30.
[^13]: Break hours occur during business hours and do not override closed hours call handling. Source: [Changing business hours, holiday hours, and overflow settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069616), How to change default business hours and overflow, Note on break hours. Checked 2026-09-30.
[^14]: Zoom Phone has a call queue Callback setting that lets a caller request a callback while keeping their queue position, and its initial callback offer time must be less than the queue's max wait time to be effective. Source: [Enabling call queue callback for Zoom Phone](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0081661), How to enable call queue callback, Initial callback offer note. Checked 2026-09-30.
[^15]: A Zoom Phone call queue offers five call distribution options: Simultaneous, Sequential, Rotating, Group rotating (custom groups), and Longest idle. Source: [Managing Zoom Phone call queues](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064844), Call distribution options list. Checked 2026-09-30.
[^16]: Group rotating (custom groups) distribution rings a subset of queue members simultaneously and then rings the next subset, and it can be enabled only after at least one group with at least one member has been created with Add. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business Hours settings, Call Distribution entry, Group rotating (custom groups). Checked 2026-09-30.
[^17]: Longest idle distribution routes the call to the member who has been idle for the longest time, and if that member does not answer it moves to the member with the next-longest idle time. Source: [Managing Zoom Phone call queues](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064844), Call distribution options list, Longest idle. Checked 2026-09-30.
[^18]: Rotating distribution rings available call queue members in a regularly changing order so that calls are distributed evenly. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business Hours settings, Call Distribution entry. Checked 2026-09-30.
[^19]: Sequential distribution rings available call queue members one at a time. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business Hours settings, Call Distribution entry. Checked 2026-09-30.
[^20]: Simultaneous distribution rings all available call queue members at the same time. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business Hours settings, Call Distribution entry. Checked 2026-09-30.
[^21]: Calls that a Zoom Phone routing option sends to an external phone number are billed at the plan rate. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Routing options, Phone Number entry. Checked 2026-09-30.
[^22]: When selected holidays conflict with existing holidays, the holiday with the most immediate time is given precedence in call handling settings. Source: [Changing business hours, holiday hours, and overflow settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069616), Manage the Holiday tab, Note. Checked 2026-09-30.
[^23]: Holiday group call settings supersede regular business and non-business hours and are applied to sites, users, Zoom Rooms, common areas, auto receptionists, call queues, and shared line groups. Source: [Changing business hours, holiday hours, and overflow settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069616), Introduction. Checked 2026-09-30.
[^24]: The default holiday group and default call handling settings are managed under Admin Center > Product configuration > Phone system > Company Info > Account Settings > Settings tab, where a holiday group has Holiday, Target and Call Handling tabs and the Target tab adds sites (or the account) and individual extensions such as call queues and auto receptionists. Source: [Changing business hours, holiday hours, and overflow settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069616), How to manage the default holiday group at the account level. Checked 2026-09-30.
[^25]: Default business hours, holiday and overflow settings can be changed only at the site level when multiple sites are enabled, and only at the account level when multiple sites are disabled. Source: [Changing business hours, holiday hours, and overflow settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069616), How to change default business hours and overflow, Notes. Checked 2026-09-30.
[^26]: The IVR menu has an Allow dial by extension toggle that lets callers dial the extension of a user, common area, call queue, auto receptionist or group, and an Allow callers to navigate IVR by voice toggle that enables speech recognition. Source: [Creating an interactive voice response system](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0063150), How to create a single-level IVR menu, toggle settings. Checked 2026-09-30.
[^27]: Each IVR key is customised with Edit beside the key, and the available actions are Leave Voicemail to (current extension, user, auto receptionist, call queue, shared line group), Forward to (including user, common area, auto receptionist, call queue, shared line group, external contacts, phone number), and routing to the dial-by-name directory. Source: [Creating an interactive voice response system](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0063150), IVR routing options. Checked 2026-09-30.
[^28]: A multi-level IVR is built by creating the lowest-level auto receptionists and routing options first, then giving a key in the higher-level IVR menu the action Forward to Auto Receptionist with the lower-level auto receptionist as the Target. Source: [Creating an interactive voice response system](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0063150), How to create a multi-level interactive voice response (IVR) system. Checked 2026-09-30.
[^29]: The IVR timeout options set how many times the prompt repeats before the call is routed to a chosen action: 1 to 3 repeats when voice navigation is disabled, and 1 to 5 repeats plus a seconds-until-timeout value when voice navigation is enabled. Source: [Creating an interactive voice response system](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0063150), How to create a single-level IVR menu, Timeout options. Checked 2026-09-30.
[^30]: An IVR system on an auto receptionist can be created by an account owner, an admin, or a user holding auto receptionist operator privileges. Source: [Creating an interactive voice response system](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0063150), Requirements for creating an interactive voice response system. Checked 2026-09-30.
[^31]: An auto receptionist is turned into an IVR menu by clicking Edit beside Route to, selecting Interactive Voice Response (IVR), clicking OK, and then clicking Edit in the IVR Menu section to customise the menu. Source: [Creating an interactive voice response system](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0063150), How to create a single-level IVR menu, steps 6-8. Checked 2026-09-30.
[^32]: When an IVR key leaves voicemail to another extension, the voicemail greeting set on the key overrides that extension's own greeting unless Follow User Voicemail Greeting is selected. Source: [Creating an interactive voice response system](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0063150), IVR routing options, Leave voicemail to, Voicemail Greeting note. Checked 2026-09-30.
[^33]: Managing Zoom Phone auto receptionists requires either a Zoom Workplace license with Phone included or a standalone Zoom Phone calling plan, and account owner or admin privileges. Source: [Managing auto receptionists](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061421), Requirements for managing auto receptionists. Checked 2026-09-30.
[^34]: A call history log entry's call path shows the exact path the call took, including caller and callee names and extensions, event timing, actions and result. Source: [Viewing Zoom Phone call history logs (New View)](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0057865), Call path details. Checked 2026-09-30.
[^35]: Account owners and admins view Zoom Phone call history under Admin Center > Product configuration > Phone system > Logs > Calls tab, where entries can be filtered by extension type including Auto Receptionist and Call Queue and by call result. Source: [Viewing Zoom Phone call history logs (New View)](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0057865), How to view call history logs; filters list. Checked 2026-09-30.
[^36]: Completing the initial setup of Zoom Phone creates an auto receptionist named Main Auto Receptionist and assigns it to the main company number. Source: [Managing auto receptionists](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061421), Introduction, paragraph before Requirements. Checked 2026-09-30.
[^37]: A main auto receptionist cannot be duplicated or deleted. Source: [Managing auto receptionists](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061421), How to delete or duplicate an auto receptionist, Note. Checked 2026-09-30.
[^38]: When multiple sites are enabled, Zoom Phone creates a separate main auto receptionist for each site. Source: [Managing auto receptionists](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061421), How to customize the main auto receptionist, note on multiple sites. Checked 2026-09-30.
[^39]: The main company number is changed under Number Management > Phone Numbers > Related Features > Main Company Number (Zoom Phone), by choosing either a number already assigned to the main auto receptionist or an unassigned number. Source: [Managing the main company number and caller ID](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064090), How to change the main company number. Checked 2026-09-30.
[^40]: The main company number lets external callers reach a phone user by dialing the main company number and then the user's extension, and it also serves as outbound caller ID for phone users. Source: [Managing the main company number and caller ID](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064090), Introduction. Checked 2026-09-30.
[^41]: A call queue's Max Call in Queue, changed with Edit, is the maximum number of calls allowed in the queue, and when it is exceeded callers are routed according to the Overflow option. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business Hours settings, Max Call in Queue entry. Checked 2026-09-30.
[^42]: A call queue's Max Wait Time is the total maximum wait allowed in the queue, and when it is exceeded callers are routed according to the Overflow option. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business Hours settings, Max Wait Time entry. Checked 2026-09-30.
[^43]: In Zoom's comparison of routing methods, auto receptionists have no members and can route to a custom audio message, call queues have members and multiple call distribution methods, and shared line groups are limited to 10 members and simultaneous distribution only. Source: [Comparison of call routing methods](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060035), Comparison table, rows Maximum membership, Multiple call distribution methods, Route to custom audio message. Checked 2026-09-30.
[^44]: By default a call queue's Overflow routes calls to the call queue's own dedicated voicemail inbox when Max Wait Time or Max Call in Queue is exceeded. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business Hours settings, Overflow entry. Checked 2026-09-30.
[^45]: A call queue's routing destinations, used for Overflow and for closed and holiday hours, include voicemail, play a message then disconnect, a user, a common area, an auto receptionist, another call queue, a shared line group, external contacts, a phone number, and Disconnect. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Routing options (Route to dropdown). Checked 2026-09-30.
[^46]: Routing override mode, which lets members temporarily redirect all incoming calls of a call queue, shared line group or auto receptionist from their endpoint, is a feature that Zoom Support must be contacted to enable. Source: [Configuring Zoom Phone routing override mode](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0080496), Requirements and Notes. Checked 2026-09-30.
[^47]: A call queue's Active Status toggle enables or disables the queue; an inactive call queue cannot be called but retains its settings. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Profile settings, Active Status entry. Checked 2026-09-30.
[^48]: A call queue is created under Admin Center > Product configuration > Phone system > Call Queues by clicking Add and supplying a name, an extension number, and members chosen from phone users or common area phones. Source: [Managing Zoom Phone call queues](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064844), How to create a call queue. Checked 2026-09-30.
[^49]: Because the main company number is assigned to the Main Auto Receptionist and an auto receptionist can route to a call queue, callers to the main number can be sent straight to a call queue by setting the Main Auto Receptionist's Route to destination to that call queue instead of an IVR menu (inferred). Source: [Changing auto receptionist settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062100), Routing options list, Call Queue entry (combined with KB0061421 introduction). Checked 2026-09-30.
[^50]: In a call queue with fewer than 11 members or with a customised greeting prompt, the greeting plays before the call is routed and its length is not counted in the waiting time; with more than 10 members or no customised greeting, the default greeting plays at the same time as routing. Source: [Comparison of call routing methods](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060035), Notes, Note A. Checked 2026-09-30.
[^51]: Each Zoom Phone call queue has a maximum of 50 members. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Profile settings, Members entry. Checked 2026-09-30.
[^52]: Call queue members are phone users or common area phones, added or reviewed through View or Edit in the queue's Members setting. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Profile settings, Members entry. Checked 2026-09-30.
[^53]: A direct phone number is assigned to a call queue with Add in the queue's Number(s) setting, and direct numbers are assigned to an auto receptionist the same way in its Number(s) setting. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Profile settings, Number(s) entry. Checked 2026-09-30.
[^54]: Zoom's documented way to route to more than 50 phone users is to overflow one call queue to another call queue. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Profile settings, Members entry. Checked 2026-09-30.
[^55]: Managing Zoom Phone call queues requires a Pro, Business, or Education account, account owner or admin privileges, a Zoom Workplace license with Phone included or a standalone Zoom Phone calling plan, and completed initial Zoom Phone setup. Source: [Managing Zoom Phone call queues](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064844), Requirements section. Checked 2026-09-30.
[^56]: For a call queue to take voicemail messages, its Overflow setting must route to the current extension's voicemail inbox; the queue's Voicemail setting then shares that inbox with phone users. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Profile settings, Voicemail entry. Checked 2026-09-30.
[^57]: An admin can stop or resume queue calls for a member with the Receive Queue Calls toggle under Membership in that user's settings (Phone system > Users & Rooms > Users tab), the setting syncs across the desktop app, mobile app and desk phones, and the member can still change it themselves. Source: [Changing whether queue members receive queue calls](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0059655), Via phone user settings. Checked 2026-09-30.
[^58]: A call queue's Ring duration for each member setting selects how long the queue rings each member. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business Hours settings, Ring duration for each member entry. Checked 2026-09-30.
[^59]: A call queue's Skip offline devices and phone numbers when ringing option skips offline members and immediately rings the next available member, where offline means not signed in to the Zoom desktop client, mobile app, or a provisioned desk phone. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business Hours settings, Skip offline devices and phone numbers when ringing entry. Checked 2026-09-30.