Which kind of forwarding to use
Always
Every call goes to FrontDesk Talk and your phone never rings. Use it when you want the AI to answer everything, or at night and on weekends.
No answer
Your phone rings first. If you don’t pick up, the call moves to FrontDesk Talk. This is the setup most owners start with.
Busy
If you’re already on a call or you decline one, the caller goes to FrontDesk Talk instead of voicemail.
Unreachable
If your phone is off, out of battery, or has no signal, calls still get answered.
Our advice for Zoom Phone: For your main number, have your Zoom admin route the call queue’s overflow and your closed hours to Phone Number, pointed at your FrontDesk Talk number. Your team rings first, and FrontDesk Talk takes the rest.
Step by step
Check that it’s allowed
Your Zoom admin turns on the Call Forwarding to External Numbers policy. Zoom also says forwarding outside the account needs a direct number, not just an extension.
Open call handling
In the Zoom web portal, open Profile, then Zoom Phone, then the Settings tab. Under Business Hours or Closed Hours, click Edit next to Call Handling.
Add your FrontDesk Talk number
Click Add Phone Number, choose United States, enter your FrontDesk Talk number, and add a description like FrontDesk Talk.
Leave press 1 off and save
Leave “Require to press 1 before connecting the call” unchecked, then save. FrontDesk Talk won’t press 1, so that option would stop the call.
Good to know
- For your main number, an admin opens Admin Center, Product configuration, Phone system, Auto Receptionists, and sets Business Hours or Closed Hours to route to Phone Number. Zoom says the auto receptionist needs its own direct number.
- Call queues can route Overflow and Closed Hours to Phone Number too.
- Zoom says calls routed to an outside number are billed at your plan rate.
- If your admin set call overflow to a low, medium, or high restriction, Zoom blocks forwarding to outside numbers. Only no restriction allows it.
- Zoom’s troubleshooting help says calls forwarded to an outside number can show the forwarding number instead of the caller’s. Make a test call and check that your Talk Note shows the caller’s number.
- In the Zoom Workplace app, forwarding to an external contact has a toggle that makes whoever answers press 1. Leave it off.
- Menus and settings can change. If a step doesn’t match, contact the provider.
Menus and settings can vary by plan. If one doesn’t work, call your carrier.
Test it
- Call your business number from a different phone, like your cell.
- You should hear your FrontDesk Talk greeting instead of a ring or voicemail.
- Hang up and watch for the Talk Note by text and email.
Turn it off
Go back to Call Handling in the Zoom web portal, delete the FrontDesk Talk number, and save. For an auto receptionist or call queue, set Route to back to what it was.
Before you cancel FrontDesk Talk, turn off forwarding so calls go back to your phone.
Questions
Can I send calls to FrontDesk Talk only after hours?
Yes. Add the number under Closed Hours call handling, or have your admin set the auto receptionist’s Closed Hours to route to Phone Number.
What if my Talk Note shows my own Zoom number?
Zoom says forwarded calls can show the forwarding number instead of the original caller. If you see that, ask Zoom support which caller ID your account sends on forwarded calls.
Will my callers know the call was forwarded?
No. They dial your usual number and hear your receptionist. Nothing sounds different on their end.
Would porting my number be better?
Forwarding is quickest. Porting moves your number to us so you can drop the old line. Read the porting guide.
Sources, checked October 2026: Zoom: Changing personal Zoom Phone settings in the web portal; Zoom: Changing Zoom Phone voicemail and forwarding settings in the app; Zoom: Changing auto receptionist settings; Zoom: Changing call queue settings; Zoom: Changing Zoom Phone policy settings; Zoom: Enabling or disabling call overflow and transfer; Zoom: Caller ID and routing issues.
Other phone companies
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