Managing Phone Users Follow

Overview

As the Zoom account owner or admin, you can assign or remove Zoom Phone licenses. Assigning a Zoom Phone license to a user will automatically assign an extension number.

If you want to add direct phone numbers to users, see Managing Phone Numbers. You can also assign Zoom Phone licenses to Zoom Rooms to enable outbound and inbound calling.

This article covers:

Prerequisites

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

Assigning Licenses to Existing Users

You can assign Zoom Phone licenses to your existing Zoom users (up to 100 licenses at a time), allowing them to make and receive phone calls. Users will automatically be assigned an extension number and appear in the Users & Rooms page.

Note: To assign more than 100 licenses at once, see the section to batch assign licenses.

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Users & Rooms.
  3. Click Add.
  4. If you created multiple sites, select the site you want the users to belong to.
  5. Beside Users, click Choose.
  6. Search for the user you want to assign a license to, and click the checkbox beside their first name. You can select up to 100 users at a time.
  7. Click Confirm.
  8. Click Save to assign licenses to the selected users.
    Zoom Phone automatically assigns an extension number to each user. Users will also receive an email notification with their extension and a link to change their settings.
    Note: To edit a user's extension number, you have to change user settings.

Assigning a Calling Plan to a Phone User

After assigning a license, you can assign a calling a calling plan if you want to enable outbound calling for phone users.

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Users & Rooms.
  3. Locate a phone user and click Assign Calling Plan in the last column.
  4. Select a calling plan and click Confirm and Assign Numbers.
  5. If you want to assign a direct phone number to the Zoom, select a phone number and click Confirm. Otherwise, click Skip.

Assigning a License to a New User

You can also create a new user and assign them a Zoom Phone license.

  1. Sign in to the Zoom web portal.
  2. Click User Management > Users.
  3. Click Add User.
  4. Enter the required information to add a user.
  5. Under Feature, select Zoom Phone.
  6. Click Add to create the user with a Zoom Phone license.
    After confirming their account, the user will be assigned an extension number and appear in Phone System Management > Users & Rooms. The user will also receive an email notification with their extension number and a link to change their extension.
  7. Follow the steps to assign a calling plan if you want to enable outbound calling.

Removing Licenses or Calling Plans from Phone Users

After assigning licenses to users, you can remove licenses to revoke access to Zoom Phone. After removing a license, the license and associated number will be available to reassign. You can also remove calling plans from users if you do not want them to make outbound calls.

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Users & Rooms.
  3. Click the checkbox beside each user you want to remove a license or calling plan from.
  4. Click Remove at the top of the table and click one of these options:

    • Remove Users: Remove Zoom Phone licenses from selected users. Click Delete to confirm.
    • Remove All Calling Plans: Remove calling plans from selected users. Click Remove to confirm.
      Note: Removing a calling plan will also remove any direct phone numbers assigned.
  5. To remove users individually, click the more icon (...) then click Remove to remove the license or click Remove All Calling Plans.

Changing Phone User Settings

Note: There are also global settings that can be applied to all phone users in the account.

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Users & Rooms.
  3. Click the name of the phone user you want adjust settings for.
    You will see the following information and options:
  • Site: Displays the site that the phone user belongs to. See Managing Multiple Sites if you want to move a user to another site.
  • Extension Number: Click Edit to change the extension number assigned to the phone user.
    Note: Some extension numbers are reserved and cannot be used. Extension numbers can be up to 6 digits. If you have multiple sites and enabled site codes, extension numbers can be 2 to 5 digits and site codes can be 1 to 2 digits.
  • Number(s): Click Assign to assign direct phone numbers to the phone user. If you don't see this setting, you need to change the user's calling plan (see below).
  • Calling Plan(s): Click Assign to add a calling plan. Click × to remove a calling plan from the user.
  • Emergency Address: Set the phone user's emergency address using the following options.
    • Click Add to assign an emergency address if the user doesn't have one.
    • Click Manage to edit the emergency address assigned to the user. You can select the default address or click New Emergency Address to add a new address. If you have multiple sites, you can select addresses assigned to the site or the site's default address.
    • Click the Allow user to manage emergency address checkbox to allow the phone user to change their emergency address.
  • Phone(s): Displays phones or devices assigned to the user. By default, Zoom Applications is added to this section. Learn more about adding and provisioning user phones and devices.
  • Call Queue Membership (if applicable): Displays a list of call queues the user belongs to. If the user was assigned as the call queue manager, you will see (Manager) beside their name.
  • Auto Receptionist Operator (if applicable): Displays a list of auto receptionists the user is a operator for.
  • User Status: Click the toggle to enable or disable the phone user, then click Save. If you disable the user, they will still appear in Users & Rooms but can't make or receive calls. User information like call history and voicemail messages will be retained in case you decide to reactivate their account.

Click User Settings for more options:

  • Outbound Caller ID: Select the default caller ID when the user calls out. The user can change their caller ID before making a call.
  • Area Code: Click Set or Edit to change the default area code for outbound calling.
  • Desk Phone(s) (if applicable): Displays phones or devices provisioned for the user. Learn more about adding and provisioning user phones and devices.
  • Business Hours: Check Edit to change the times when the user can answer calls. By default, inbound calls outside of business hours will be forwarded to the user's voicemail. You can also set business hours to span past 11:30 PM. This could be used for phone users that work night shifts.

    Note: Make sure the phone user has set the correct timezone in your Profile.
    • Ring Mode: Select the method to distribute calls during business hours.
      • Select Simultaneously to ring the Zoom app and specified devices at the same time. After selecting this option, edit the Call Handling & Forwarding option below to specify the routes.
      • Select Sequentially to ring the Zoom app and devices one at a time.
        After selecting this option, edit the Call Handling & Forwarding option below to specify the sequence.
    • Call Handling & Forwarding: Click Edit to specify how calls are routed during business hours.
      Note: Zoom Applications refers to both the Zoom desktop client and mobile app.
      • If you set the Ring Mode to Simultaneously, use the toggles to enable or disable each option. Click Add Forward Number to add a custom phone to forward to; for example, you can add your personal phone number.
      • If you set the Ring Mode to Sequentially, use the arrow icons or click and drag to rearrange the order. Click Add Forward Number to add a custom phone to forward to; for example, you can add your personal phone number.
    • When not answered, calls will be: Select how unanswered calls are handled during business hours.
      • Answered by voicemail: Route calls to the phone user's voicemail. Select a greeting from the drop-down menu or click Customize to record a greeting or upload a supported audio file.
      • Disconnected: Disables voicemail during business hours. The call will be disconnected without playing the voicemail greeting or routing to voicemail.
  • Closed Hours: In the Calls will be drop-down menu, select how incoming calls are handled outside of business hours.
    Note: Make sure the phone user has set the correct timezone in your Profile.
    • Answered by voicemail: Route calls to the phone user's voicemail. Select a greeting from the drop-down menu or click Customize to record a greeting or upload a supported audio file.
    • Answered with a message, then disconnect: Plays a custom message for the caller then hangs up the call. Click Upload Message Greeting to upload the custom message.
      Note: Currently, the Zoom web portal does not support recording a custom message. As a workaround, click Customize next to Voicemail Greeting to record and download a custom message, then upload the audio file to this setting.
    • Disconnected: Disables voicemail during business hours. The call will be disconnected without playing the voicemail greeting or routing to voicemail.
    • Forwarded: Forwards calls to custom phone numbers. Click Call Handling & Forwarding to specify where calls are forwarded. Click Add Forward Number to add a custom phone to forward to.
  • Delegation: Click Add to assign another phone user to answer your calls during business hours. If another user has assigned you to answer their calls, you will see their name and extension below I can assist for. If you don't want to answer calls for another user, click × beside their extension.
  • Hold Music: The hold music plays for the other party when a phone user places the call on hold. Select audio from the drop-down menu or click Customize to record a greeting or upload a supported audio file. Select Disable to not play any hold music.
  • Blocked List: Click View or Edit to see a list of numbers and prefixes that are blocked for the selected user. Click Add to block prefixes or numbers for the user. Learn more about managing the blocked list.
  • PIN Code: Click Show or Edit to enter a 1 to 6 digit voicemail PIN. The default PIN is 000000.
  • Audio Prompt Language: Use the drop-down menu to select the default language for automated audio prompts. These prompts play for inbound callers to give them additional instructions. For example, if the caller is routed to your voicemail, your voicemail greeting will play followed by the automated prompt: "Please record your message after the tone. Press any key or stop talking to end the recording".

Batch Assigning Licenses and Calling Plans to Existing Users

Follow these steps if you need to assign more than 100 Zoom Phone licenses to existing users.

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Users & Rooms.
  3. Click Import at the top of the user table.
  4. If you created multiple sites, select the target site you want the users to belong to.
  5. If you want to copy phone user settings from another phone user, search for their username or extension number in the Copy basic settings to the preconfigure users field.
    Zoom Phone will display the settings you are copying from that user.
  6. Click CSV Sample to download a sample CSV file and view the required fields.
  7. Fill out the CSV sample using spreadsheet software like Microsoft Excel.
    Note: Do not delete the first row with the field names.
  8. Click Upload CSV and select your completed CSV file to start the batch process.
    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.
  9. Click Close if the batch process is successful.

Batch Updating Existing Users

You can batch update existing phone users if you want to update users' extension, direct number, calling plan, or desk phone provisioning details.

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Users & Rooms.
  3. Click Export at the top of the user table to export a CSV file of existing phone users.
  4. Use the exported CSV file to review user settings and change them as needed. Alternatively, you can delete any user entries that do not need to be updated, then select an option to copy settings from another user during the batch update process below.
  5. Click Import.
  6. Click the Update Users tab.
  7. If you created multiple sites, select the target site you want the users to belong to.
  8. If you want to copy phone user settings from another phone user, search for their username or extension number in the Copy basic settings to the preconfigure users field.
    Zoom Phone will display the settings you are copying from that user.
  9. Click CSV Sample to download a sample CSV file and view the required fields.
  10. Fill out the CSV sample using spreadsheet software like Microsoft Excel.
    Note: Do not delete the first row with the field names.
  11. Click Upload CSV and select your completed CSV file to start the batch process.
    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.
  12. Click Close if the batch process is successful.

 

Deactivating a Phone User

You can deactivate a phone user's Zoom Phone account without deleting any of the user's phone information like call history and voicemail. Deactivated users can access their call history/recordings and voicemail, but won't be able to make or receive calls. They will see the following message in the desktop client and mobile when attempting to use Zoom Phone: "Zoom Phone Account Disabled. Please contact your admin."

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Users & Rooms.
  3. Click the name of the user you want to deactivate.
  4. Click the User Status toggle, then click Save.
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