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Managing phone numbers

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Overview

As an account owner or admin, you can obtain phone numbers and assign them to phone users. When you assign a Zoom Phone license to a user, they're automatically assigned an extension number. Follow this article to assign a direct phone number to a user, in addition to their extension.

Note:

This article covers:

Prerequisites

  • Pro, Business, or Education account
  • Account owner or admin privileges
  • Zoom Phone license

Porting phone numbers

If you have existing phone numbers that you want to port to Zoom Phone from another service, see the articles about porting numbers.

Viewing ported phone numbers

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phone Numbers.
  3. Click the Ported tab.
    Note: You can only see the porting status of numbers in US and Canada.

Viewing reserved phone numbers

If you ported phone numbers using the reserved numbers feature, you can view your reserved phone numbers and an overview of the charges for holding the reserved numbers.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phone Numbers.
  3. Click the Reserved tab.
    You will see an overview of the reserved numbers by country/region and the charges incurred for the specified month and year.

Obtaining phone numbers

You must obtain phone numbers before assigning them to users.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phone Numbers.
  3. Click Add.
  4. Enter the required information:
    • Target Site (only visible if you have multiple sites): Select the site you want to obtain phone numbers for.
    • Emergency Addresses (only visible if you don't have multiple sites): Select an emergency address to apply to the phone numbers, or click Add to add a new address. The emergency address associated with the site will be applied to the phone numbers.
    • Country/Region: Select the country or region to search for available phone numbers.
    • Select the type of phone number you want to obtain: Toll or Toll-free.
      Note: You need the toll-free license to obtain toll-free numbers.
    • Select Reserved Numbers Only if you've ported reserved numbers and only want to search your reserved numbers.
    • State/Province/Territory: Select the state, province, or territory from the drop-down menu to view associated area codes.
    • Area Code - City: Enter an area code or city to search area codes or cities in the selected state/province/territory. Alternatively, select an area code or city using the drop-down menu.
  5. (Optional) Click Advanced to use the following advanced search features:
    • Check Sequential to sort available numbers sequentially.
    • Use the text box beside the area code to search available numbers by prefix. The prefix contains numbers after the area code. You can also enter letters to search for a vanity phone number that spells out a brand, word, or phrase. For example, if you search for the letters YKI, it will search for numbers with the prefix 954.
  6. Click Search Numbers.
    Note: If there are no numbers available for the area, click Create Ticket to submit a request to obtain numbers. You can also request a vanity toll-free number.
  7. Select the phone numbers you want to obtain, or click the Select All check box to select all phone numbers in the search results.
  8. Click Confirm .

Assigning a phone number

After obtaining a phone number, you can assign it, allowing callers to directly dial a number to reach a phone user, call queue, auto receptionist, common area phone, or Zoom Room.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phone Numbers.
  3. Click the Unassigned tab.
  4. Click Assign To next to the number you want to assign.
  5. Select an extensions to assign the number to:
  6. Use the text box to search extensions.
  7. Click OK.

Batch exporting unassigned phone numbers

After obtaining phone numbers, you can batch export unassigned phone numbers as a CSV file. This is useful when you want to batch assign phone numbers to users.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phone Numbers.
  3. Click the Unassigned tab.
  4. Click Export at the top of the table and save the CSV file.
    Tip: You can copy the list of unassigned numbers when you batch assign phone numbers.

Batch assigning phone numbers

After obtaining phone numbers, you can batch assign them to any extension using a CSV file.

Note: You can follow these steps to re-assign phone numbers between extensions or assign your unassigned phone numbers to extensions. If you're performing the later, batch export unassigned phone numbers then copy and paste the numbers to the CSV sample file.

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Phone Numbers.
  3. Click Import.
  4. Click CSV Sample to download a sample CSV file and view the required fields.
  5. Fill out the CSV sample using spreadsheet software like Microsoft Excel.
    Note: Do not delete the first row with the field names.
    • Phone Number: Enter the assigned or unassigned phone number. If the phone number is already assigned to a user, it will be reassigned to the user you specify.
    • Extension Number: The associated extension number of the phone user you want to assign the phone number to. Leave this blank if you don't want to assign the associated phone number.
  6. Go back to the Zoom web portal and click Upload CSV. Select your completed CSV file to start the batch process.
  7. Note: If there's an error in one or more fields, the batch process will not complete. You will have these options:
    • Click Details to see a description of fields that were not filled in correctly.
    • (If applicable) Click Ignore Issues and Upload Others to continue the batch process. Any rows in the CSV with errors will not be imported. You won't see this option if all rows have errors.
    • If all rows in the CSV have errors, the batch process will not complete. Click Reupload after you fix the CSV file.
    • Click Close to cancel the batch import process.
  8. Click Close if the batch process is successful. 

Unbinding or deleting a phone number

After assigning a phone number, you can remove it if you don't want it to be assigned to anyone. You can re-assign the phone number to move it from one extension to another.

Note: Deleting a phone number will free up a phone number license, allowing you to obtain a new phone number.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phone Numbers.
  3. Click the Assigned tab.
  4. Click the number you want to remove from a phone user, call queue, or auto receptionist, common area phone, or Zoom Room.
  5. Click Unbind to remove the selected phone number from the phone user, call queue, or auto receptionist it's been assigned to.
  6. Click Unbind to confirm.
    The number will appear the Unassigned tab.
  7. (Optional) If you want to delete the number and free up a phone number license, go to the Unassigned tab and click Delete next the unassigned phone number.

Re-assigning a phone number

After assigning a phone number, you can re-assign it to another extension.

Note: You can also batch re-assign phone numbers.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phone Numbers.
  3. Click the Assigned tab.
  4. Click the number you want to re-assign.
  5. Next to Assigned To, click Edit.
  6. Select an extensions to assign the number to:
  7. Use the text box to search extensions.
  8. Click OK.

Changing phone number settings

Account owners and admins can set phone numbers to only allow outgoing or incoming calling. Setting a number to incoming only can be useful if you want to block all incoming calls to that number; for example, if you assigned the number to a Zoom Room that is receiving a lot of spam calls.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phone Numbers.
  3. Click the Assigned or Unassigned tab.
  4. Click the number you want to edit.
  5. You can change these settings:
  • Display Name: Click Set Display Name or Edit to customize the internal-only display name for the phone. You can use the display name to help phone users identify the number when changing their outbound caller ID.
    Note: The display name does not affect the outbound caller ID seen by the receiving party.
  • Capability: Click the check boxes to enable outgoing or incoming calling for the number. After changing this setting, numbers will be labelled as Outgoing or Incoming in the desktop client and web portal.
    • If only Outgoing is checked: The number can only be used to make calls and can’t receive calls.
    • If only Incoming is checked: The number can only be used for receiving calls and can’t make calls. Emergency calling will not be available for the number.
      Note: Phone users will be able to select incoming numbers as their caller ID but can't make calls using these numbers.

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