Managing phones and devices Follow

Overview

Note: Before adding a desk phone to the Zoom web portal, see an overview of the provisioning process.

Phone users can make and receive calls using the Zoom Desktop Client or Mobile App. As the account owner or admin, you can provision and assign devices to users that require a phone or device. Each user can be assigned up to 3 phones or devices. You can also add a common area phone that is shared by several users in your organization.

This article covers:

Prerequisites

  • Pro, Business, or Education account
  • Account owner or admin privileges
  • Zoom Phone license 
  • Supported device

Adding a desk phone

Follow these steps to add a supported desk phone, assign it to a user, and provision it.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. Click Add.
  4. Enter the following information:
    • Assigned To: Enter the username or email of the phone user to assign the phone to. If you have multiple sites, the phone will belong to the same site as the phone user.
    • Display Name: Enter a display name to identify the phone.
    • MAC Address: Enter the 12-digit MAC address of the phone. 
      Note: If you're using a wireless phone, enter the wired MAC address, not the wireless MAC address.
    • Device Type: Select the brand and model number using the drop-down menus.
    • Provision Template (Optional): Select a provision template to apply custom settings to the phone.
  5. Click Save.
  6. Complete the provisioning process.

Adding a paging or intercom device

Follow these steps to add a supported paging/intercom device, assign it to a user, and provision it.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. Click Add.
  4. Enter the following information:

    • Assigned To: Enter the username or email of the phone user to assign the device to. If you have multiple sites, the device will belong to the same site as the phone user.
    • Display Name: Enter a display name to identify the device.
    • MAC Address: Enter the 12-digit MAC address of a supported device
    • Device Type: Select Algo/Cyberdata and Paging&Intercom.
  5. Click Save.
  6. Complete the provisioning process by following the guides from Algo or Cyberdata.

Batch adding unassigned phones or devices

You add several devices at once using a CSV file. Added devices will need to be provisioned.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. Click the Unassigned tab.
  4. Click Import at the top of the page.
  5. If you created multiple sites, select the target site you want the users to belong to.

  6. Click CSV Sample. You can download a sample CSV file and view the required fields.
    Note: Click Supported Manufacturers and Models to view a list of acceptable entries. Fill in the Manufacturer and Model columns using this list for the CSV file to import correctly.
  7. Click Download
  8. Fill out the fields in the CSV sample using spreadsheet software like Microsoft Excel.

    Note:
    • Do not delete the first row with the field names. Make sure the manufacturers and models are correctly filled in.
    • If you have multiple sites, but haven't enabled site codes, leave the Site Code column blank. The phone will import to the target site you selected.
  9. 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.
  10. Click Close if the batch process is successful.
  11. Complete the provisioning process for desk phones or paging/intercom devices.

Editing a phone or device

Follow these steps if you want to edit an existing device you've added. You can re-assigned the device or unbind it so that it isn't assigned to anyone.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. Click the Assigned or Unassigned tab.
  4. Click the display name of the phone or device you want to edit.
  5. You can view or edit the following:
  • Display name: Click Edit next to the display name to change it.
  • Site (only visible if you have multiple sites): Displays the site that the device belongs to. This is automatically populated with the associated phone user's site. To change the site, you need to move the associated phone user to another site.
  • Assigned To: Displays the phone user the device is assigned to (if applicable). To reassign the device, click Edit and select another user. Click Unbind to remove the device from the user and make it available to assign. If the phone isn't assigned, click Choose to assign it.
  • Device Type: Displays the device's brand and model.
  • MAC Address: Displays the 12-digit MAC address of the device. If you haven't provisioned the phone, click Edit to change the MAC address.
    Note: If you're using a wireless phone, make sure to enter the wired MAC address, not the wireless MAC address.
  • IP Address: Displays the local IP address of the device.
  • Provision Template: Displays the provision template if you assigned one to the supported phone.
    • Bind (only visible if you don't have a template assigned): Assign a provision template to the phone.
    • Edit: Assign a different template to the phone.
    • Unbind: Remove the template from the phone. The template will still be available to assign.
  • Status: Displays the provisioning status of the device. If you provisioned the phone and it's currently functioning, you will see an Online status.
  • Provision: Display instructions for provisioning. You can also follow our provisioning guide.
  • Delete: Remove the device from Zoom Phone.

Note: Make sure to re-sync the device after making changes. If you need to provision, follow the guides for desk phones or paging/intercom devices.

Assigning a phone or device

Follow these steps if you need to view unassigned device you have added and assign one to a phone user.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. Click the Unassigned tab.
  4. Find the device you want to assign.
    Note: If the device was previously assigned to phone user, but you unbinded it, the device's display name will revert the to default name Desk Phone.
  5. Click Assign to in the last column.
  6. Select a phone user to assign the device to.
  7. Click OK.

Changing account-level desk phone settings

You can globally set common configurations for desk phones provisioned in your account. 

Note: Some settings will not work for all supported desk phones. After changing settings, you may need to re-sync the phone for the changes to take effect.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Company Info.
  3. Click Account Settings.
  4. In the Desk Phone section, you can change the following settings:
  • Background Image: Enter an image URL to add a background image to the display of desk phones.
  • Time Format: Choose a 12 or 24 hour time format.
  • NTP Server: Enter a Network Time Protocol (NTP) server URL to automatically update the time displayed on desk phones.
  • Administrator Password: Enter an admin password used to access the phone's web interface and advanced settings.
  • Web Interface: Enable or disable the phone's web interface (disabled by default).
    Note: Enable this setting if you need to access the phone's web interface to reset to factory default or upgrade the firmware to re-provision a phone.
  • Provision Template: Configure provision templates to configure additional settings for provisioned desk phones.

Learn more about other global settings.

Re-syncing desk phones

You need to re-sync desk phones to pass settings from the Zoom web portal to desk phones. Re-sync desk phones after making these changes in the web portal:

Re-syncing all desk phones and common area phones in the organization or site

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. Click Resync Devices located in the top-right area.
  4. In the Target Device drop-down menu, select one of these options:
    • Account: Re-sync all phones in the account.
    • Site: Re-sync all phones in the site. Use the site drop-down menu to select a site.
  5. Click Resync.
    The desk phones will reboot.

Re-syncing a desk phone or common area phone

  1. Sign in to the Zoom web portal.
  2. Navigate to user phones or common area phones:
    • User desk phones: Click Phone System Management then Phones & Devices.
    • Common area phones:  Click Phone System Management then Users & Rooms. Click the Common Area Phones tab.
  3. Click the display name of the phone you want to re-sync.
  4. Next to Status, click Resync, then click Yes to confirm.
    The desk phone will reboot.
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