Business phone system Checked September 2026
How to forward calls on Zoom Phone
Set Zoom Phone forwarding in Zoom Phone > Settings > Call Handling. Add an external number and choose routing for business hours or closed hours.
- Separate rules by hours
- Admin policies may apply
Set this up in your Zoom Phone account:
- Sign in to the Zoom web portal and open Zoom Phone > Settings.
- Under Business Hours or Closed Hours, click Edit next to Call Handling.
- Choose Add Phone Number, select the destination country or region and enter the external number, then save.
- Review the call handling order, ring mode and duration. If the receiver cannot press 1, turn off Require to press 1 before connecting the call where available, save and test.
Forwarding options and limits
- External forwarding requires a direct phone number (DID) assigned to the user; an extension alone is not enough.
- The press-1 acceptance prompt is on by default. It can be disabled for non-queue calls, but not for call queues.
What to know about call divert on Zoom Phone
Each set of hours has its own rules
Business, closed, break and holiday hours can use different call handling. Updating business hours does not automatically change the others.
Administrator restrictions
Your administrator can restrict call handling options. A Zoom Phone calling plan or a Workplace licence that includes Phone is required.
Forwarding to an automated answering service
An external destination normally has to press 1 to accept the call. Turn that check off for non-queue calls if your answering service cannot respond to it; Zoom does not allow the check to be disabled for call queues.
Zoom Phone call divert questions
Can Zoom Phone forward outside business hours?
Yes. Edit Call Handling in Closed Hours.
Why can't I change Zoom Phone forwarding?
Check your Phone licence and ask your administrator whether a policy restricts the setting.
Can a Zoom administrator edit my routing?
Yes. Administrators can select the phone user in Users & Rooms and change User Settings.
Why will Zoom Phone not forward to an external number?
The user needs an assigned direct phone number, not only an extension. Also check admin policies and whether the external receiver can respond to the press-1 acceptance prompt.
Sources
Checked in September 2026 against the official pages below. Networks change codes and prices, so if something here stops working, their page is the final word.
