Quick Start Guide for Zoom Phone Administrators Follow

Overview

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.

This article covers:

Prerequisites

Initial Setup

Follow these steps after you've activated your Zoom Phone license. Everything configured during the initial setup can be changed later on.

  1. As the Zoom account owner, you will receive an email stating you've been provisioned for Zoom Phone. Click the link in the email for initial setup or log in to the Zoom web portal and navigate to Phone System ManagementSetup.
  2. Enter the required information to choose your main company number, which will be the primary number for your Zoom Phone service.
    • Select a Country, State and Area Code from the drop-down menus.
    • Select a main company number in the Choose Number drop-down menu:
      Note:
    • Enter an extension number for the account owner (your personal account) and click Next.
      Note:
      • 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.
  3. Click Next.
  4. 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.

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.

Essential Setup

After completing the initial setup, start using Zoom Phone by adding phone users, purchasing direct numbers, and provisioning desk phones for users that required them.

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.

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.

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 models from Yealink, Polycom, Cisco, and AudioCodes.

Global Settings

After setting up your users and numbers, you can configure global 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 settings.

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.

Advanced Setup

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 to provide callers with several routing options.

Multiple Sites

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

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.

Learn more >

Emergency Calling

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.

Additional Features

You can set up and use these optional features that enhance your Zoom Phone service.

Call Logs

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 call logs and view the call log of a specific user.

Blocked List

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).

Zoom Rooms

You can assign Zoom Phone licenses to Zoom Rooms set up in your account. This allows users make and receive calls using Zoom Rooms.

Call Quality Data and Usage Report

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 Lines

Call delegation and shared lines allow 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 on the Zoom desktop client, mobile app, and supported desk phones.

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