Getting started with Zoom Phone (admin)
The Zoom Phone quick start guide assists account owners and admins with the initial setup and introduces Zoom Phone features including multiple sites, phone users, direct phone numbers, and auto receptionists.
- Before setting up Zoom Phone, consider porting numbers from other services so you can use them in your Zoom Phone account.
- Zoom supports secure voice calls across all supported devices, desktop, and mobile clients. Learn more about Zoom Phone encryption.
This article covers:
- Initial setup
- Essential setup
- Advanced setup
- Additional features
Prerequisites for getting started with Zoom Phone as an administrator
- Pro, Business, or Enterprise account
- Account owner, admin, or Zoom Phone privileges
- Zoom Phone license
Follow these steps after you've activated your Zoom Phone license. Everything configured during the initial setup can be changed later on. You must be the account owner to complete the following steps.
- As the account owner, you will receive an email stating you've been provisioned for Zoom Phone. Click the link in the email for initial setup if you prefer.
- You can schedule a session with a Zoom Phone Enablement Specialist if you need assistance and you have less than 151 Zoom Phone licenses in your account.
- Sign in to the Zoom web portal.
- Click Phone System Management, then Begin Setup.
- Enter the required information to choose your main company number, which will be the primary number for your Zoom Phone service.
- (Optional) Select a Country, State and Area Code from the drop-down menus.
- Enter an extension number for the account owner (your personal account) and click Next.
- All subsequent user extensions will increment from the extension value you enter here.
- Extension numbers can be up to 6 digits. If you set up multiple sites and enable site codes, extension numbers can be 2 to 5 digits and site codes can be 1 to 3 digits. If you require longer extension numbers that are up to 15 digits, contact Zoom.
- The main company number can be changed after the initial setup.
- A default auto receptionist will be assigned to this number with you (the account owner) as the default operator.
- Click Next.
- Enter a default emergency address, which is used by first responders when you call an emergency number (e.g. 9-1-1).
Note: The SIP zone (used to improve call quality) will be automatically selected based on your address. If you set up multiple sites later on, the SIP Zone will be selected based on the each site's address.
- Click Done.
- (Optional) Click Cancel to return to the Welcome to Zoom Phone page.
After you complete the initial setup, Zoom Phone options are displayed under Phone System Management on the left panel of the web portal.
Follow the sections below to continue setting up Zoom Phone.
After completing the initial setup, start using Zoom Phone by adding phone users, purchasing direct numbers, and provisioning desk phones for users that require them.
Porting phone numbers
To use your existing phone numbers with Zoom Phone, you have to port the number to Zoom Phone. Zoom will work with your previous provider and port the number to your Zoom Phone account. Once the porting process is done, you can assign the ported numbers to users.
Adding phone users
You can assign Zoom Phone licenses and calling plans to users in the Zoom account. Assigning a Zoom Phone license to a user will assign an extension number. Users will also receive an email notifying that they have been added to Zoom Phone.
Purchasing and assigning phone numbers
After creating phone users, you can purchase direct phone numbers and assign them to users. Users that are assigned a direct phone number will still be able to use their assigned extension number. You can also port over phone numbers from another service or carrier and change the main company number.
Provisioning phones and devices
All Zoom Phone users can make and receive calls using the Zoom desktop client or mobile app. You can provision and assign devices to users who require a desk phone. Zoom Phone supports several devices.
Changing account-level settings
After setting up your users and numbers, you can configure account-level Zoom Phone settings like email notifications, audio while connecting, and default business hours. You can also change policy settings to enable or disable certain Zoom Phone features.
Customizing the main auto receptionist
During the initial setup, Zoom Phone creates a main auto receptionist for your main company number. The main auto receptionist answers calls using a personalized recording then routes calls. Get started by setting business hours and routing options for your main auto receptionist.
After setting up your phone users, direct phone numbers, and desk phones, you can set up these advanced features that organize your phone users and modify how calls are handled.
Auto receptionists and Interactive Voice Response (IVR)
Auto receptionists answer calls with a personalized recording and routes calls to a phone user, or call queue. You can set up an auto receptionist to route to an IVR system that provides callers with several routing options and allows them to search a directory of your phone users.
If you want to organize your phone users into groups, you should create multiple sites. For example, you could create multiple sites based on office location or department. You can also assign a site code to each site, allowing users to easily identify and dial phone extensions that belong to the same site.
Call queues allow you to manage incoming calls so that they are routed to a specific group of users. For example, you can route calls to people in your organization's billing, sales, or customer service departments.
You can change the default emergency address you set during the initial setup. If you have multiple sites, you can change the default address assigned to each site. You can also enable emergency calling for users that do not have a calling plan or direct phone number.
You can use these features that enhance your Zoom Phone service.
Once phone users start making and receiving calls, you can view a detailed record of all calls. You can filter data by date, call type (inbound or outbound), and site. You can also export logs and view the log of a specific user.
You can also block numbers for all users in the account or for specific users. Blocked numbers can be inbound (numbers will be blocked from calling in) and outbound (phone users in your account won't be able to dial those numbers).
Call quality and usage reports
The call quality dashboard allows you to see the overall quality of voice calls and filter data on a specific phone user. The usage report allows you to see phone usage data for a specific call queue or phone user.
Call delegation and shared line groups
Call delegation allows you to assign a phone user to make and receive calls on another user's behalf. Both users will be able to see the status of the shared lines.
Shared line groups allow you to share a phone number and extension with a group of phone users or common area phones.
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