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.

After assigning a license, you can assign direct 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. In the navigation menu, click Phone System Management then 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 basic phone settings.
    Note: To edit a user's extension number, you have to change user settings.

Re-sending the welcome email

After assigning a Zoom Phone license to a user, they receive an email notification with their extension and a link to change basic phone settings. If the user hasn't set up their account, you can re-send this email.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the name of the phone user.
  4. Click the more icon (...) in the last column.
  5. Click Resend Invite.

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. In the navigation menu, click Phone System Management then 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. In the navigation menu, click User Management then 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. In the navigation menu, click Phone System Management then 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, and policy settings that enable or disable certain phone features.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the name of the phone user you want adjust settings for.
    You will see the following information and options:

Profile

  • Site (only visible if you have multiple sites): Displays the site that the phone user belongs to. Select another site using the drop-down menu to move the 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 3 digits. If you require longer extension numbers that are up to 15 digits, contact Zoom.
  • 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.

      Note: Click the Policy tab to control if phone users can 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.
  • Outbound Caller ID: Select the default caller ID number when using the Zoom Desktop Client or Mobile App to make a call. The user can change their caller ID number before making a call.
    Note:
  • Area Code: Click Set or Edit to change the default area code for outbound calling. When the phone user dials a number without an area code, Zoom Phone will use this area code.
  • 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. The manager can access call queue settings.
  • Auto Receptionist Operator (if applicable): Displays a list of auto receptionists the user is an operator for. The operator can access auto receptionist settings.

Policy

Policy settings allow you to enable or disable certain Zoom Phone features.

History

View the call logs for the selected user.

User settings

  • Desk Phone(s) (if applicable): Displays phones or devices provisioned for the user. Learn more about adding and provisioning user phones.
  • Call Queue Membership (if applicable): Click the toggle specify if the user is able to receive calls from call queues. Phone users can change this settings in the web portal, desktop client or mobile app.
  • Business Hours / Closed Hours / Holiday Hours: Customize how inbound calls are routed during business, close, or holiday hours.
  • Delegation: Click Add to assign another phone user to make and receive calls on the current user's behalf.
  • Line Keys: Change line key settings to set your default outbound caller ID for desk phones and customize the appearance of line keys.
  • 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 Audio Library to select, record, or upload custom audio. 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.
  • Voicemail: Share the phone user's voicemail inbox or change their voicemail PIN.

  • 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".
  • User Status: Displays the status of the user's Zoom Phone license. 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.

Customizing business, closed, and holiday hours

You can customize times that the user is available to answer calls.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the name of the phone user you want adjust settings for.
  4. Customize these settings:
    Note: Make sure the phone user set the correct timezone in their profile
  • Business Hours: Click Edit to change the times when the user can answer calls (business hours). You can also set business hours to span past 11:30 PM. This could be used if you work night shifts. 
  • Closed Hours: If you customized business hours, you can also customize how inbound calls are routed during closed hours. By default, inbound calls during closed hours will be forwarded to voicemail.
  • Holiday Hours: Click Set or Edit to designate certain days are holidays. You can customize how calls are routed during holidays. For example, you could directly route calls to the phone user's voicemail or play a custom message to tell callers that the user is away on holiday.

Call routing settings

You can customize how calls are routed during business, closed, and holiday hours.

  • Call Handling: Click Edit to customize how calls are routed during the specified hours.
    Note: Turn off the Zoom Applications toggle if you don't want to receive calls on the Zoom Desktop Client and Mobile App.
    • If you set the Call Handling Ring Mode to Simultaneous, use the toggles to enable or disable each option.
    • If you set the Call Handling Ring Mode to Sequential, use the arrow icons or click and drag to rearrange the order. 
    • Click Add Personal Phone Number to forward to a custom phone number; for example, a personal phone number not part of Zoom Phone. Click the check box if you want to require callers to press 1 before connecting to the custom phone number.
      Note: Make sure to select the correct country/region in the drop-down menu so you can add the external phone number. Some countries share the same country code, but appear has separate entries in the drop-down menu.
  • Call Handling Ring Mode: Select the method to distribute calls during business, closed, and holiday hours. You can only have one call handling ring mode for all hours specified.
  • Note: Zoom applications refers to both the Zoom desktop client and mobile app.
    • Select Simultaneously to ring the Zoom app and specified devices at the same time. After selecting this option, edit the Call Handling setting 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 setting to specify the sequence.
  • Max Wait Time: The maximum wait time before the call is handled as specified in the setting below (When a call is not answered).
  • When a call is not answered: Select how unanswered calls are handled during the specified hours.
    • Forward to voicemail: Route calls to your voicemail. Select a greeting from the drop-down menu or click Audio Library to select, record, or upload custom audio.
    • Play a message, then disconnect: Plays a custom message for the caller then hangs up the call. Click Audio Library to select, record, or upload custom audio.
    • Disconnect: Disables voicemail during the specified hours. The call will be disconnected without playing the voicemail greeting or routing to voicemail.
    • Forward to another extension: Route calls to another extension in the account.

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. In the navigation menu, click Phone System Management then 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 phone users

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

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then 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.
Was this article helpful?