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 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 User

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

Changing Phone User Settings

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

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Users & Rooms.
  3. Click the name of the 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: Click Assign 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. If the user was assigned as the call queue manager, you will see (Manager) beside their name.
  • 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 Users & Rooms but won't have access to Zoom Phone.

Click User Settings for more options:

  • Outbound Caller ID: Select the default caller ID when the user calls out. The user can change the caller ID before making a call.
  • Area Code: Displays the default area code for outbound dialing. Click Edit to change it.
  • Desk 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.
  • 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 Customize to record a greeting or upload an audio file.
    • Closed Hours: Select where calls are routed outside of business hours.
      • Voicemail: Select a voicemail greeting from the drop-down menu or click Customize to record a greeting or upload an audio file.
      • 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 for the selected user. Click Add to block prefixes or numbers for the user. See Managing the Blocked List to block numbers for all users.
  • PIN Code: Click Show or Edit to enter a 1 to 6 digit voicemail PIN. The default PIN is 000000.

Batch Assigning Licenses and Calling Plans to Existing Users

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

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Users & Rooms.
  3. Click the Users tab.
  4. Click Import.
  5. If you created multiple sites, select the target site you want the users to belong to.
  6. If you want to copy user settings from another 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.
  7. Click CSV Sample to download a sample CSV file and view the required fields.
  8. Fill out the fields using the CSV sample.
    Note: Do not delete the first row with the field names.
  9. 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.
  10. Click Close when the batch process has completed.

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 Import.
  4. Click the Update Users tab.
  5. If you created multiple sites, select the target site you want the users to belong to.
  6. If you want to copy user settings from another 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.
  7. Click CSV Sample to download a sample CSV file and view the fields you can change.
    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.
  9. Click Close when the batch process has completed.

Reserved Extension Numbers

To prevent overlap from emergency codes and international prefixes, the following extensions cannot be used.

  • 00, 000, 01, 011
  • 06X
  • 100, 101, 102
  • 111, 112, 113, 117
  • 155, 186
  • 211 311 411 511 611 711 811 911
  • 933, 99X

 

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