Zoom Phone — After-Hours Setup
How to forward after-hours calls to PupPilot on Zoom Phone.
How Zoom Phone Works
Zoom Phone is a general-purpose UCaaS extension of the Zoom platform. Call routing is managed through the Zoom web portal. Key concepts: Auto Receptionist (IVR with time-based routing), Call Queues, Business Hours schedules, and Holiday Hours.
Call Flow
Open Hours
Caller
Main Number
Auto Receptionist
Desk phones ring
After Hours
Caller
Main Number
Auto Receptionist
Forward
PupPilot answers
Setup Steps
1
Log in to Zoom web portal
Go to admin.zoom.us and sign in with admin credentials.
2
Navigate to Auto Receptionists
Go to
Phone System Management → Auto Receptionists. Select the auto receptionist assigned to your main clinic number.3
Set Business Hours
Under the auto receptionist's settings, locate the Business Hours section. Click Edit to define your clinic's operating hours. Once defined, the Closed Hours section will become configurable for after-hours routing options.
4
Configure Closed Hours Routing
In the Closed Hours section, click Edit next to the current routing option. Select External Phone Number as the routing destination. Enter your PupPilot phone number. Important: Ensure the option "Require to press 1 before connecting the call" is turned OFF.
5
Save and Test
Click Save. Call your main number after hours to verify PupPilot answers.
Important Notes
- Zoom Phone supports separate Holiday Hours routing. You can set specific dates to use the closed-hours flow even during normally-open times.
- The Auto Receptionist supports IVR menus — you can optionally add a greeting before forwarding.
Troubleshooting
| Issue | Fix |
|---|---|
| Calls don't reach PupPilot | Check the Auto Receptionist settings and verify the forwarding number. Make sure business hours are configured correctly. |
| Auto Receptionist plays menu but doesn't forward | Verify the closed hours routing is set to forward, not play a message and disconnect. Check the IVR menu options. |
| Call Queue doesn't ring desk phones | Verify the call queue has members and a DID assigned. Check at Phone System Management → Call Queues. |
| Calls loop between PupPilot and your system | The call queue's overflow routing is forwarding to PupPilot. Change it to voicemail. |