Account Settings¶
RX3 works through these settings with you in a single review meeting. Each one carries our recommended position and the reasoning behind it. Settings marked Decision required genuinely need your input; the rest are sound defaults we set unless you ask otherwise.
Activate Zoom Phone users automatically¶
Toggle · General
Activates Zoom Phone for a user automatically once a calling plan is assigned.
RX3 recommends: ON
Phone provisions at the same time the account-level user is created, so onboarding is a single step. Turning it off means every user needs a second manual activation, doubling admin work.
Call Recording (Automatic and Ad Hoc)¶
Toggle · Recording · Decision required
Automatic records every inbound and outbound call. Ad Hoc lets the user start and stop recording on demand.
RX3 recommends: Automatic OFF / Ad Hoc ON
Ad hoc gives users the tool without blanket capture of every call. Storage is unlimited, so capacity is not the reason to leave automatic off - the review burden and the recording of incidental calls are. Turning automatic on also blocks affected users from Peer to Peer Media. Sub-settings to set: audio notification on start and stop, beep tone off, recording transcription on.
International Calling¶
Toggle · Calling · Decision required
Allows extensions to place international calls outside the calling plan.
RX3 recommends: OFF globally; enable per user
Contains toll-fraud exposure and unpredictable spend, and forces a deliberate per-user decision. Can also be allow-listed per country - e.g. permit Mexico and Puerto Rico, deny everything else. Leaving it on tenant-wide exposes every extension.
SMS¶
Toggle · Messaging · Decision required
Lets users send and receive text messages from their assigned number.
RX3 recommends: ON
Customers increasingly text business numbers and get no response if this is off. Can be disabled at group or user level if a subset shouldn't have it. PREREQUISITE: carriers classify Zoom as A2P, so an SMS Campaign must be registered before the toggle actually enables messaging.
Online Fax¶
Toggle · Messaging · Decision required
Lets users send and receive faxes through Zoom Phone.
RX3 recommends: ON
Removes the need for separate fax hardware or an analog line, with email notification on receipt and transmission reports outbound. Depends on Call Screening staying off, which blocks third-party fax reception.
Call Handling & Forwarding¶
Toggle · Call Handling · Decision required
Four-tier control over whether users can forward calls to other numbers.
RX3 recommends: Low restriction (external numbers not allowed)
Keeps calls inside the tenant so the organization retains control of numbers and call flow, and calls don't land in a personal voicemail box the org can't manage. Relaxing to No restriction lets users forward to a personal mobile and gives up that control. Call Overflow and Call Transferring use the same ladder and stay at the same posture.
Do Not Disturb (DND) Sync¶
Toggle · Call Handling
Synchronizes Do Not Disturb state between soft client and desk phone.
RX3 recommends: OFF
Endpoints behave independently and predictably. Turning it on means a DND left set in one place silences the other, producing unexpected missed calls. Worth enabling only for users who genuinely toggle DND across both.
Delegation¶
Toggle · Call Handling
Lets a user or common area delegate their line so someone else can place and answer calls for them.
RX3 recommends: ON
Users can hand off call pickup without an IT ticket, which covers executive/assistant patterns natively. Turning it off makes every delegation change a help desk request.
Call Screening¶
Toggle · Call Handling
Prompts external callers to press a button before the call rings through; non-responders are disconnected.
RX3 recommends: OFF - but make users aware it exists
Screens robocalls, but adds friction for legitimate callers and blocks third-party fax reception entirely, which conflicts with Online Fax being on.
Spam Protection¶
Toggle · Security
Zoom automatically identifies and filters unwanted or fraudulent calls.
RX3 recommends: ON with defaults; exclude known contacts
Defaults to retain: auto-mark spam for calls, Low Sensitivity, Mark without Block. Enable 'Exclude user and company contacts' so known contacts always come through - that is what makes raising the sensitivity safe if spam volume is high. Manage Number List holds manual entries.
Peer to Peer Media¶
Toggle · Media · Decision required
Lets clients and supported desk phones send media directly to each other instead of via the Zoom cloud.
RX3 recommends: OFF
Default keeps a consistent, predictable media path. Worth turning on where internal call traffic is heavy, but users with recording or monitoring enabled may not be able to use it, and it requires clients and desk phones to restart before taking effect - not a mid-day change.
Data retention (auto-delete users; soft delete)¶
Toggle · Data Lifecycle · Decision required
Auto-deletes inactive and soft-deleted users, and holds deleted history, voicemail, fax and recordings recoverable before permanent deletion.
RX3 recommends: Both ON (30-day windows)
Auto-delete purges the Zoom Phone component when an account-level user is deleted and the phone side isn't, so orphaned objects stop consuming licences and extensions. Soft delete gives a 30-day recovery window for accidental deletion. Both periods are configurable to the customer's preference.
Paging¶
Toggle · Voice Features · Decision required
Broadcasts an audio message to targeted users or groups.
RX3 recommends: OFF unless phone-based paging is in scope
Required for phone-based paging; otherwise it exposes a broadcast capability with no purpose.
Common area smartphones¶
Toggle · Devices · Decision required
Lets a Zoom client on a smartphone be provisioned as a common area device.
RX3 recommends: OFF unless there is a use case
Fits a shared handset passed person to person. Without that use case it just adds a device class to manage.
Manage call routing for unassigned numbers¶
Toggle · Call Routing
Routes calls to numbers not assigned to an extension, for calls originating inside and outside the account.
RX3 recommends: ON - route to the main auto receptionist
Acts as the tenant catchall so any unassigned DID lands somewhere known instead of failing. Cost is some misdial traffic reaching the receptionist.
Callback¶
Toggle · Call Queues
Lets queue callers request a callback without losing their position.
RX3 recommends: ON where basic call queues are in use
Reduces hold time and abandoned calls. Only meaningful where queues exist; enabled per queue after the account policy is on.
Voicemail/videomail Transcription¶
Toggle · Voicemail · Decision required
Generates transcriptions of voicemail and videomail.
RX3 recommends: ON
Users read voicemail rather than listen, the transcription rides along in the notification email, and the Phone AI features depend on it. Transcriptions already created stay accessible even if this is later disabled - only new ones stop. Sub-option 'Redact personal and sensitive data' is the organization's choice.
Check voicemails over phone¶
Toggle · Voicemail
Allows voicemail to be checked over the phone using a PIN code.
RX3 recommends: OFF - strongly recommended
The Workplace app on desktop and mobile covers retrieval, and email already delivers the voicemail with transcription and AI summary, so dial-in adds an attack vector with no offsetting benefit. With this off there is no dial-in path left to protect, which is why the PIN Code Requirement can also be disabled - don't unpick one without the other.
Phone AI (voicemail tasks, prioritization, call summary)¶
Toggle · Phone AI · Decision required
Extracts tasks from voicemail transcriptions, prioritizes urgent voicemail, and generates post-call summaries with real-time Q&A during the call.
RX3 recommends: All ON
Lets users leverage AI capability the licensing already covers. All three depend on Voicemail/videomail Transcription being on. For call summary: play the prompt to participants when summarization starts, and set access to client and web portal rather than email notification. 'Restrict call summary to view-only' is the organization's choice. Zoom does not use customer communications content to train AI models.
Allow Emergency Calls¶
Toggle · Emergency
Master switch for emergency calling, with separate sub-toggles for Zoom clients and for desk phones / Zoom Phone Appliances.
RX3 recommends: ALWAYS ON - both sub-toggles
Upstream of everything on the Emergency Services tab - if this is off, nothing else in the emergency configuration matters.