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.

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 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 Phone Users page.

Note: To assign more than 100 licenses at once, see Batch Assigning Licenses to Existing Users.

  1. Log in to the Zoom web portal and navigate to the Phone Users page.
  2. Click Add.
  3. If you created multiple sites, select the site you want the users to belong to.
  4. Beside Users, click Choose.
  5. 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.
  6. Click Confirm.
  7. Click Save to assign licenses to the selected users.
    Each user will receive an email notification with their extension number and a link to change their extension.

Assigning License to a New User

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

  1. Log in to the Zoom web portal and navigate to the Users page.
  2. Click Add User.
  3. Enter the required information to add a user.
  4. Under Feature, select Zoom Phone.
  5. 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 the Phone Users page. The user will also receive an email notification with their extension number and a link to change their extension.

Removing Licenses from Users

After assigning licenses to users, you can remove licenses to revoke access to Zoom Phone. After deleting a user, their number and license will be available to reassign to another user.

  1. Log in to the Zoom web portal and navigate to the Phone Users page to see a list of users with a Zoom Phone license.
  2. Click the checkbox beside each user you want to remove a license from.
  3. Click Remove at the top of the user list.
  4. Click Delete to confirm.
    To remove users individually, click the more icon (...) then click Remove.

Managing Phone User Settings

  1. Log in to the Zoom web portal and navigate to the Phone Users page.
  2. Click the name of the user you want adjust settings for. You'll 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: 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 Add 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: Click Assign or Edit to change the user's calling plan.
    • Phone(s): Displays phones or devices provisioned for the user. By default, Zoom Applications is added to this section. See Provisioning Phones and Devices if you want to add a desk phone.
    • Call Queue Membership: Displays a list of call queues the user belongs to.
    • Auto Receptionist Operator: 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 Phone Users but won't have access to Zoom Phone.
  3. Click User Settings for more options:
    • Number(s): Displays the user's direct phone numbers. Click Address to change the emergency address assigned to the number.
    • Outbound Caller ID: Select the default caller ID when the user calls out. The user can change the caller ID before making a call.
    • Business Hours: Check Edit to change the times when the user can answer calls. By default, inbound calls outside of business hours will be immediately forwarded to the user's voicemail.
      • Ring Mode: Select the method to distribute calls during business hours. Select Simultaneously to ring the Zoom application and all devices at the same time. Select Sequentially to ring the Zoom application and devices one at a time. After selecting an option, can make sure to edit the Incoming call forwarding list option below.
      • Call Handling & Forwarding: Click Edit to specify the Zoom application and devices call are routed to during business hours. If you set the Ring Mode to Sequentially, use the arrow icons or click and drag to rearrange the order.
      • Voicemail Greeting: Select a voicemail greeting from the drop-down menu or click Upload to add a custom audio file.
        Note: Click the ? icon to view requirements for the audio file. If your audio file doesn't meet the requirements, it can still be uploaded and played in the web portal but won't play when someone calls in.
    • Closed Hours: Select where calls are routed outside of business hours.
      • Voice Mail: Select a voicemail greeting from the drop-down menu or click Upload to add a custom audio file.
        Note: Click the ? icon to view requirements for the audio file. If your audio file doesn't meet the requirements, it can still be uploaded and played in the web portal but won't play when someone calls in.
      • Message: Click Upload Message Greeting and select an audio file.
      • Forward: Click Incoming call forward list to create a list of devices to call.
    • 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.
    • Blocked List: Click View or Edit to see a list of numbers and prefixes that are blocked. Click Add to block prefixes or numbers for the user. See Managing the Blocked List for more information.
    • PIN Code: Click Show or Edit to enter a 1 to 6 digit voicemail PIN. The default PIN is 000000.

Note: To prevent overlap from emergency codes and international prefixes, the following extensions are not able to be used.

  • 0, 0X, 0XX,
  • 10X, 11X, 120, 122, 13X, 13XXXX, 155, 155X, 155XX, 155XXX, 176, 180, 183, 186, 186X, 186XX, 186XXX, 19X
  • 211
  • 311
  • 411
  • 511
  • 611
  • 711
  • 811
  • 911, 933, 99X

Batch Assigning Licenses to Existing Users

Follow these steps if you need to assign more than 20 Zoom Phone licenses to existing users.

  1. Log in to the Zoom web portal and navigate to the Phone Users page.
  2. Click Import.
  3. If you created multiple sites, select the target site you want the users to belong to.
  4. If you want to copy user settings from another user, enter their email or extension number in the Copy basic settings to the preconfigure users field.
  5. Click CSV Sample to download a sample CSV file and view the required fields.
  6. Fill out the fields using the CSV sample.
    Note: Do not delete the first row with the field names.
  7. Click Upload CSV and select your completed CSV file to start the batch process.
    Note: If the user already has a Zoom Phone license or their assigned extension or phone number is already in use, the batch process will not complete.
  8. Click Close when the batch process has completed.

Batch Updating Existing Phone 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. Log in to the Zoom web portal and navigate to the Phone Users page.
  2. Click Import.
  3. Click the Update Phone Users tab.
  4. If you created multiple sites, select the target site you want the users to belong to.
  5. If you want to copy user settings from another user, enter their email or extension number in the Copy basic settings to the preconfigure users field.
  6. Click CSV Sample to download a sample CSV file and view the fields you can change.
    Note:
    • Select CSV sample with existing data if you want to populate the CSV sample file with all your existing phone users.
    • Do not delete the first row with the field names.
  7. Click Upload CSV and select your completed CSV file to start the batch process.
  8. Click Close when the batch process has completed.
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