Zoom Phone — Day Agent Setup
How to set up PupPilot as your full-time AI receptionist on Zoom Phone with live transfer.
How Zoom Phone Works
Zoom Phone is a general-purpose UCaaS extension of the Zoom platform. Call routing is managed through the Zoom Admin Portal at admin.zoom.us. Key concepts: Auto Receptionist (IVR with time-based routing), Call Queues, Business Hours schedules, and Holiday Hours.
Call Flow
Inbound
Caller
Main Number
Forward
PupPilot answers
Transfer-back
PupPilot
Dials Internal Number
Call Queue phones ring
Staff answers
Two numbers: the public number (always routes to PupPilot) and the Call Queue DID (PupPilot's way to reach your staff).
Part A — Forward Your Public Number to PupPilot
1
Log in to Zoom Admin Portal
Go to admin.zoom.us and sign in.
2
Set All Calls to Forward
Navigate to your Auto Receptionist. Set both business hours and closed hours routing to Forward to External Number → PupPilot phone number.
3
Save and Test
Call your main number. PupPilot should answer immediately and your desk phones should remain silent.
Part B — Set Up Your Internal Number
PupPilot needs a second number to transfer callers back to your staff. In Zoom Phone, create a Call Queue with its own DID.
Prevent Call Loops
The Call Queue's overflow/no-answer routing must go to voicemail, not back to PupPilot. Otherwise calls will loop infinitely.
1
Create a Call Queue
In Zoom Admin, go to
Phone System Management → Call Queues. Create a new queue (e.g., "Front Desk") and add the extensions you want to ring.2
Assign a DID
Assign an available phone number (DID) to this call queue. If no spare numbers are available, add one through Zoom Phone's number management.
3
Set Overflow to Voicemail
In the call queue settings, set the overflow/no-answer action to voicemail. Set the ring timeout to ~25 seconds. Do NOT forward to PupPilot.
4
Share the DID with PupPilot
Provide the call queue's phone number to your PupPilot contact for call transfers.
5
Test the Internal Number
Call the call queue DID. Your desk phones should ring. Don't answer — should go to voicemail, not PupPilot.
Test the Full Flow
1
Call your public number
PupPilot should answer. Your desk phones should NOT ring.
2
Call your internal number
Your call queue phones should ring. Pick up — the call connects.
3
Call your internal number and don't answer
Should go to voicemail, NOT back to PupPilot.
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. |