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 web portal. 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 web portal
Go to admin.zoom.us and sign in.
2
Set All Calls to Forward
Navigate to your Auto Receptionist. For both the Business Hours and Closed Hours sections, click Edit next to the current routing option. Select External Phone Number as the routing destination and enter your PupPilot phone number. Important: For both settings, ensure the option "Require to press 1 before connecting the call" is turned OFF.
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, locate the Overflow section. Click Edit and set the overflow action to Voicemail. Configure the Max Wait Time to ~25–30 seconds so unanswered calls go to voicemail quickly. 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. |