Company Info¶
Account-wide company settings: sites, routing, desk phone behaviour, hours, and caller ID. As with the account settings, each entry carries RX3's recommended position and the reasoning behind it.
Multiple Sites¶
Lets one tenant operate what are effectively multiple semi-standalone Zoom Phone PBX instances. Once enabled, the current site becomes the Main Site.
RX3 recommends: OFF unless site-by-site customization is needed
Enabling adds real complexity - site codes and inter-site routing have to be designed, documented and supported. Enabling later is the easy direction; unwinding it once sites and numbers exist is the hard one.
Routing Rules¶
Regular expressions that route outgoing calls. Tested after a number fails to match a Zoom Phone user and an External Contact; unmatched calls go to PSTN.
RX3 recommends: Configure only where there is a use case
Covers short-code dialing (e.g. extension 1234 forwarded to an external number) and connectivity to another system or organization. Without a use case, leaving it unset keeps the dial plan predictable.
Notifications (activation and number assignment)¶
Emails users when Zoom Phone is activated and when new numbers or extensions are assigned.
RX3 recommends: Both OFF
During migration with temporary numbers, users receive an extension and number that don't match their final assignment, creating confusion and help desk volume. Phone communications are handled by the project team instead, once and correct.
Desk Phone: Web Interface / Admin Password¶
Turns the desk phones' web interface on or off and sets the admin password.
RX3 recommends: Customer's decision - either is acceptable
All-or-nothing global toggle across the fleet, with a shared admin password. Note the web interface is not reachable from the public internet - only from someone with direct access to the phone's IP address.
Desk Phone: Display, Time & Firmware¶
Background image, time format, NTP servers, provision templates, and firmware update rules.
RX3 recommends: Leave at default - let Zoom manage
Zoom keeps the fleet current with no admin effort. The main reason to deviate is needing tight control over when a phone reboots. Changes here require a manual desk phone reboot to apply.
Desk Phone: Customize * and # Codes¶
Star/pound feature codes.
RX3 recommends: Do NOT change - communicate them to users
Keeping Zoom standard keeps codes aligned with documentation, training and support expectations. Make sure users and support staff who need them know what they are. Reference: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0067453
Hours: Default Business Hours¶
Default business hours for all users, Zoom Rooms and common areas.
RX3 recommends: LEAVE AT 24x7 - most important setting on this tab
Setting real hours at account level means every object in the system then needs business hours AND closed-hours call routing configured, which increases the administrative burden across the whole build. Configure business / closed / break / holiday differentiation on the objects that need it - auto receptionists, call queues, shared line groups - and override there.
Hours: Default Holiday Groups¶
Groups of holidays with shared call handling. Group settings supersede regular business and non-business hours.
RX3 recommends: Define the groups, but do NOT set as a default
Applying a group as an account default forces holiday handling onto every object whether it needs it or not. Define under Manage, then apply only to the objects that need holiday coverage. Capture the organization's holidays on the Holiday Settings tab.
Security: PIN Code Requirement¶
Sets length and complexity requirements for PINs.
RX3 recommends: DISABLE
With 'Check voicemails over phone' off there is no dial-in path left for a PIN to protect. If it must be enabled: turn on all four complexity rules (not the extension number, no repeated digits, no ascending/descending sequences, not viewable by admins) and consider raising minimum length from 4 to 6.
Outbound Caller ID: Additional Caller ID¶
Makes Call Queue, Auto Receptionist and Shared Line Group numbers selectable as outbound caller ID.
RX3 recommends: Leave at default
Lets users present a queue or main number rather than their DID where that's the desired outward identity. Where a specific number is needed, add it under Customize Numbers, which makes it available to all users on the account.
Directory: Dial by Name Directory¶
Lets callers search for an extension by first or last name. Keypad search currently set to First Name.
RX3 recommends: Enable and manage where dial-by-name is required
Callers reach staff without knowing an extension. Everyone becomes discoverable unless excluded - Manage Directory controls inclusion, and Private Directory holds users who can't be searched by name. English only.
Block List¶
Global number blocking for the tenant.
RX3 recommends: USED - the single place for account-wide blocking
Blocks a number for the whole tenant rather than asking each user to block it individually, and catches persistent nuisance callers that spam filtering misses. An overly broad entry silently blocks legitimate callers.
External Contacts¶
Predefines external phone numbers so internal callers can reach them. They appear in the directory as click-to-dial entries.
RX3 recommends: Available; not managed by RX3 unless the customer asks
Common examples are the organization's healthcare provider or 401(k) provider. Customer-owned content that has to be kept current. Two mechanics: an External Contact entry takes precedence over a routing rule for the same number; and at the recommended Low forwarding restriction a defined External Contact is still a permitted forwarding destination - Medium is the first tier that blocks them.
Emergency Servuces¶
Route Emergency Calls to PSAP¶
Routes emergency calls to the Public Safety Answering Point.
RX3 recommends: ON - always
Default and non-negotiable. Everything else on this tab builds on it.
For an extension without a local phone number¶
Controls what happens when an extension with no local number places an emergency call.
RX3 recommends: CHANGE from default - route via the local emergency pool
Ships set to not route to PSAP. An extension with no public caller ID that dials 911 and then disconnects leaves responders with no callback path. Preferred method is the local emergency pool over a dedicated number: the client selects one or two DIDs that become the PSAP callback number and are not assigned elsewhere.
Target Carrier for BYOC emergency calls¶
Sets which carrier handles emergency calls placed by BYOC numbers.
Zoom always routes 911 calls in US/Canada, even with BYOC
All emergency traffic for the US and Canada egresses via Zoom regardless of whether the number is BYOC or Zoom-provided - there is no per-number branching in the domestic emergency path. Non-US/Canada BYOC numbers remain on the BYOC carrier.
Route to Internal Safety Response Team¶
Presents the emergency call to an internal safety response team.
RX3 recommends: ON where the client has a response team
NOT either/or - the call presents to the PSAP and the internal team at the same time, so the team can monitor or join and meet responders on arrival. It never diverts away from the PSAP.
Nomadic Emergency Services¶
Dynamically detects and reports a user's location for emergency calling.
RX3 recommends: ON
Lets users dial 911 from wherever they are and have the correct address reported. The toggle alone does nothing - it needs admin-defined locations carrying addresses and network data, plus client devices configured to share location. Note 911 dialed from the Zoom app on a cell phone leaves via the local carrier, not the Zoom network, so this effectively governs soft clients and desk phones. Feature Testing allows a pilot with named members first.
Emergency Address > Manage¶
Where company emergency addresses are defined. The address associated with a caller is what gets reported.
RX3 recommends: DEFINE FIRST - step 1 of the build order
ORDER OF OPERATIONS: (1) define addresses under Emergency Address > Manage, (2) reference them under Nomadic > Manage Locations. Locations > Manage and Nomadic > Manage Locations are two entry points to the same list.
Emergency address user management¶
'Allow user to manage own emergency address' and 'Prompt user to set or confirm a default address'.
RX3 recommends: Both ON
Work-from-home users register their own residence so 911 reports the right address, and the prompt keeps it current as they move. Together these are what make nomadic work for remote staff without an admin owning every address. Zoom calls this Personal Locations and recommends allowing it.
Locations > Manage¶
Defines physical locations and sub-locations, by street address and by network IP ranges and/or wireless AP identifiers.
RX3 recommends: Build the hierarchy to match internet egress
Needs street address plus public IPs and potentially private subnets. PATTERN A - distributed sites each with their own internet (e.g. a grocery chain): define each site's public IP individually. PATTERN B - a campus sharing internet pipes: a top-level container holding the public IPs, then sub-locations per subnet mapped to addresses. BSSIDs and switch port data give floor or suite granularity where subnetting won't distinguish.
GPS Coordinates > Manage¶
GPS coordinates that locations can use, for users at a location with no street address.
RX3 recommends: Use only where there is no street address
Attached device by device. Fairly uncommon and not widely deployed - not part of a standard build.
Emergency Services Alerts¶
Alerting on emergency calls.
RX3 recommends: Configure elsewhere
Has moved out of Company Info - configure under Account Management > Alerts & Notifications.
FYI: Emergency Notification app (not settings-based)¶
Zoom app that notifies staff of emergency events and lets them respond.
Related tool: Emergency Notification app
Extends emergency awareness beyond the internal safety response team call leg to broader staff notification and structured response. Reference: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065295