Zoom Phone
Route Calls via Auto Receptionists
Written By Maruf Ansari
Last updated 19 days ago
Zoom Phone routing sends incoming business phone calls to a Kickcall AI agent through your Zoom Auto Receptionists. This is a supporting guide to the Zoom Integration overview, complete the app installation and copy your agent's phone number there first, then return here to configure routing.
Prerequisites
An active Kickcall account with an AI agent configured and ready to receive inbound calls, along with its phone number copied.
Zoom Phone license with Auto Receptionists enabled on your account.
Route calls via Auto Receptionists
In the Zoom admin portal, go to Phone System Management → Auto Receptionists. For each number you want Kickcall to handle:
Open the Auto Receptionist assigned to that number.
Decide whether Kickcall should answer Business Hours, Closed Hours, or both — many teams start with Closed Hours only. Click Edit next to that routing line.
Business Hours / Closed Hours routing. For Kickcall, edit the Route to Phone Number line - ignore. Route to Call Queue, that's for routing between Zoom's own queues In the Routing Option, set Route to to Phone Number — not Auto Receptionist, which routes between Zoom's own receptionists instead. Ignore Route to Call Queue as well; that's for routing between Zoom's own queues.
Select Phone Number, then enter your Kickcall agent number. Enter your Kickcall agent number, acknowledge that forwarded calls are billed by usage, and save.
Repeat for any other numbers or schedules you want Kickcall to cover.
Place a test call to confirm it reaches the intended Kickcall agent.
Recommended setup: Start with a dedicated test number, or an after-hours/overflow rule. Once the call path is verified, expand routing to your production number.
Frequently Asked Questions
Should I route Business Hours, Closed Hours, or both?
Should I route Business Hours, Closed Hours, or both?
That's up to your staffing. Many teams start with Closed Hours only so Kickcall answers when staff are unavailable, then expand to Business Hours or overflow once they're confident in the call path.
Why shouldn't I use "Route to Call Queue"?
Why shouldn't I use "Route to Call Queue"?
That option routes between Zoom's own call queues. To reach Kickcall you must select Phone Number and enter your Kickcall agent number.
Do forwarded calls cost anything?
Do forwarded calls cost anything?
Yes, Zoom bills forwarded calls by usage, and Zoom asks you to acknowledge this when you save the routing rule.
Can I route multiple numbers to the same Kickcall agent?
Can I route multiple numbers to the same Kickcall agent?
Yes. Repeat the routing steps on each Auto Receptionist or schedule you want Kickcall to cover — they can all point to the same agent number.
How do I verify routing works?
How do I verify routing works?
Place a test call to the Zoom number and confirm it reaches the intended Kickcall agent. Start with a test number or after-hours rule before moving your production line.
Still need help? Ask the team