How to forward Zoom Phone calls to an AI agent

Set it up

1. In the Zoom web portal, go to Zoom Phone → Settings, then Business Hours or Closed Hours, and click Edit next to Call Handling. (Admins: Admin Center → Phone System → Users & Rooms → the user → User Settings.)
2. Click Add Phone Number and enter your AI agent's number, with the right country.
3. Turn off “Require to press 1 before connecting the call” — your AI agent can't press 1.
4. Choose Simultaneously (it rings along with your devices, up to a maximum wait time) or Sequential (one after another, each for a set ringing time).
5. For calls you miss or when you're busy: set When a call is not answered, or When I'm busy on another call, to forward to the external number.
6. To stop, switch off that number in Call Handling or remove it.

Good to know

• Your AI agent's number is on your Phonefront dashboard.
• The user forwarding must have a direct number (DID): extension-only users can't forward outside Zoom.
• The “press 1” setting can't be turned off for call queues, so forward from a user or the auto receptionist, not a call queue.
• Admins can lock forwarding, or limit it to approved external contacts — check with yours if Add Phone Number is greyed out.
• Forwarded calls may be metered, depending on your Zoom calling plan.
• After setting it up, call your business number from another phone to check it reaches your AI agent.

From Zoom Phone's own support pages, checked November 2026 — menus and options can differ by plan, so confirm with your provider if one doesn't work: Zoom: customizing call handling settings · Zoom Phone configuration guide

Other guides: RingCentral · Mango Voice · Weave · Ooma Office · Vonage · Nextiva · Microsoft Teams · 8x8 · Other phone systems · Bell · Rogers · Telus · Mobile phones · All forwarding options