Managing phones and devices

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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 for managing phones and devices

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

How to add a device

Follow these steps to add a certified device, assign it to a user, and provision it. You can also import several devices at once using a CSV file.

  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:
    • MAC Address: Enter the 12-digit MAC address of the device. 
      Note: If you're using a wireless DECT phone, enter the wired MAC address, not the wireless MAC address.
    • Device Type: Select the brand and model number using the drop-down menus.
    • 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.
      Note: If the device supports multiple phone users, you can assign more than one phone user.
    • Display Name: Enter a display name to identify the phone.
    • Description (Optional): Enter a description as desired.
      Note: This field can be used for any purpose and is searchable. Example of use, tagging your device for attribution.
    • Provision Template (Optional): Only visible if you select a device that supports provision templates. Select a provision template to apply custom settings to the phone.
  5. Click Save.
  6. Complete the provisioning process.

How to add 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.
    • Description (Optional): Enter a description as desired.
      Note: This field can be used for any purpose and is searchable. Example of use, tagging your device for attribution.
    • MAC Address: Enter the 12-digit MAC address of a supported device
    • Device Type: Select Algo/Cyberdata and Paging&Intercom.
    • Select Model: Select the model-sip-based-device.
  5. Click Save.
  6. Complete the provisioning process by following the guides from Algo or Cyberdata.

How to assign multiple extensions to an analog telephone adapter (ATA)

After you add a certified ATA and provision it, you can assign multiple phone users or common area phones to the ATA.

  1. Follow the instructions to add a device.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. Click the display name of the ATA you want to edit.
  4. Click the Assigned Extensions tab.
  5. Click Add then Common Area Phones or Phone Users.
    Note: If you signed up for a new Zoom account after May 21, 2022; or the New Common Area Experience is enabled on your account, common area phones have migrated to the new Common Area tab in the Users & Rooms page. As a result, click Common Areas for this step.
  6. Specify or select the common area phone or phone, then click Save.

How to assign a phone or device

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

Note: If you provisioned a CyberData device that supports Night Ringer, you can assign the device to up to 2 users. Make sure to assign the users to the device to be able to map keys and positions.

  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.

How to access one or more devices for management

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. On the left of the name of the device(s) click the check box, then on the top left select the following:
    • Provision Template: Only visible if you select a device that supports provision templates. Select a provision template to apply custom settings to the device(s).
    • Resync: More information on the re-sync process.
    • Reboot: To restart the phone(s). This process is equivalent to a power cycle.
      Note: A message will be displayed if a function cannot be performed due to incompatible device(s) or device status.

How to access the hyperlink of a phone for quick troubleshooting

Follow these steps to access the hyperlink of a phone.

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