Forwarding a Zoom Phone number

Route your Zoom Phone calls to your 365 Agents number. Watch for the \"Press 1\" setting — it's the #1 pitfall.

Written By Catherine Weir

Last updated About 3 hours ago

Zoom Phone routes calls based on "Call Handling" rules you set for yourself in the Zoom web portal. Here's exactly how to forward your Zoom Phone number to your 365 Agents agent.

Watch out for this one pitfall before you start

Zoom offers a checkbox called Require to press 1 before connecting the call. That option exists for personal cell phones so you don't accidentally accept spam calls on your personal line. You must turn this OFF for forwarding to 365 Agents. If you leave it on, your AI agent will hear the "press 1" prompt instead of the caller, and no calls will ever connect.

We'll flag it again in the right step below. Just don't miss it.

Step-by-step

  • Sign in to the Zoom web portal.

  • In the left nav, click Phone.

  • Click Settings.

  • Scroll to Call Handling. If you want forwarding to apply 24/7, set your Business Hours to the default (24 hours/day, 7 days/week). Otherwise, configure business hours and you can forward only during closed hours.

  • Next to Call Handling, click Edit.

  • Click Add Phone Number and enter the 365 Agents number we assigned you.

  • Make sure the toggle next to your new number is on.

  • Uncheck "Require to press 1 before connecting the call." Do not skip this step.

  • Check the box that says "I acknowledge that calls forwarded to the PSTN may be billed based on usage, per the terms of my calling plan." This is Zoom warning you that forwarded calls may consume your Zoom Phone minutes.

  • Click Save.

If you want to ring your Zoom app first, then forward

After you add the 365 Agents number, keep your other Zoom devices toggled on too. Then switch Call Handling Ring Mode to Sequential and use the arrows to put your Zoom devices first, the 365 Agents number last. Calls will ring your Zoom app first, and only roll to the AI agent if you don't pick up.

Forwarding only outside business hours

Zoom has separate Call Handling settings for Business Hours, Closed Hours, and Holiday Hours. Set your business schedule, then configure the 365 Agents forwarding rule only under Closed Hours. Calls will ring your team during the workday and roll to the agent nights and weekends.

To turn forwarding off

Go back to Call Handling → Edit, and either toggle off the 365 Agents number or remove it with the trash icon.

Your forwarding destination

Your forwarding destination is the 365 Agents number we assigned you during setup. You'll find it in your dashboard under Numbers.