Managing Common Area Phones Follow

Overview

As the Zoom account owner or admin, you can provision a common area phone that can be used by anyone. For example, if your office has shared desks that don't belong to a specific employees, you could add a common area phone so that any person can use it.

Note: After following this article to add a common area phone to the Zoom web portal, you have to complete provisioning using one of these methods.

  • Zero touch provisioning: If your phone supports zero touch provisioning, it will automatically reboot and provision itself. Your phone may reboot several times to complete provisioning. If you're having issues, reset the device to factory default and install the latest firmware (follow the steps for Polycom or Yealink devices).
  • Assisted provisioning: If you are having issues or your phone doesn't support zero touch provisioning, click Assisted Provisioning after adding the phone to the Zoom web portal and follow the on-screen instructions. Alternatively, you can follow the support article about provisioning Polycom or Yealink devices.

Note: Provisioned phones will automatically update their firmware to the latest supported version.

This article covers:

Prerequisites

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

Adding a Common Area Desk Phone

Follow these steps if want to add a desk phone that can be used by anyone.

Note: The common area desk phone will have its own extension number. You can also assign a direct number after you provision it.

  1. Sign in to the Zoom web portal.
  2. Click Phone System ManagementUsers & Rooms.
  3. Click the Common Area Phones tab.
  4. Click Add and enter the following information:
    • Site (only visible if you have multiple sites): Select the site you want the desk phone to belong to.
    • Display Name: Enter a display name to identify the desk phone.
    • Description (Optional): Enter a description to help you identify the location of the desk phone.
    • Extension Number: Enter an extension number to assign it to the desk phone.
    • MAC Address: Enter the 12-digit MAC address of the desk phone.
    • Device Type: Select the brand and model number using the drop-down menus.
    • Emergency Address (only visible if you don't have multiple sites): Select an emergency address to assign to the desk phone. If you selected a site for the common area phone, the site's emergency address will be applied to the phone.
  5. Click Save. Follow one of these options to complete provisioning:
    • Zero touch provisioning: If your phone supports zero touch provisioning, it will automatically reboot and provision itself. Your phone may reboot several times to complete provisioning. If you're having issues, reset the device to factory default and install the latest firmware (follow the steps for Polycom or Yealink devices).
    • Assisted provisioning: If you are having issues or your phone doesn't support zero touch provisioning, click Assisted Provisioning after adding the phone to the Zoom web portal and follow the on-screen instructions. Alternatively, you can follow the support article about provisioning Polycom or Yealink devices.
  6. (Optional) Follow the steps to assign a direct number to the common area phone.

Note: Make sure you don't have another provisioning server communicating with the device when you try to complete provisioning. Provisioned phones will automatically update their firmware to the latest supported version.

Convert an Unassigned Desk Phone to a Common Area Phone

You a convert a provisioned, unassigned desk phone to a common area phone without having to re-provision it.

Note: If the desk phone is currently assigned, edit its settings to unbind it from the phone user.

  1. Sign in to the Zoom web portal.
  2. Click Phone System ManagementUsers & Rooms.
  3. Click the Unassigned tab.
  4. Click the display name of the phone you want to convert.
  5. Click Set up as Common Area Phone.
  6. (Optional) Change the following information for the common area phone:

    • Change the display name and description of the common area phone to help you identify it.
    • Change the extension number of the common area phone.
    • Note: If you have multiple sites, you can move the common area phone to another site after you complete the conversion.
  7. Click Save. The phone will appear in the Common Area Phones tab.

Change Common Area Phone Settings

Follow these steps if you want to edit the settings of a common area phone you have added.

  1. Sign in to the Zoom web portal.
  2. Click Phone System ManagementUsers & Rooms.
  3. Click the Common Area Phones tab.
  4. Click the display name of the common area phone you want to edit.
  5. You can view or edit the following:
  • Display name: Click Edit next to the display name to change it.
  • Description: Click Edit next to the description to change it.
  • 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 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 or assign a calling plan. to the common area phone. Click × next to an assigned calling plan to remove it from the common area phone.
  • Emergency Address: Click Manage to edit the emergency address assigned to the common area. If you have multiple sites, you can select any address assigned to the site or the site's default address.
  • Outbound Caller ID: Select the outbound caller ID when the phone calls out. You can choose from phone numbers assigned to the main auto receptionist.
  • Area Code: Displays the default area code for outbound dialing. Click Edit to change it, or Set if you haven't added the area code.
  • Device Type: Displays the device's brand and model.
  • MAC Address: Displays the 12-digit MAC address of the desk phone.
  • Status: Displays the provisioning status of the phone. If you provisioned the phone and it's currently functioning, you will see an Online status. Click Resync to resync the phone with the provisioning server.

Adding a Common Area Phone to a Call Queue

You can add a common area phone to be a member of a call queue.

  1. Sign in to the Zoom web portal.
  2. Click Phone System ManagementCall Queues.
  3. Click the name of the call queue you want to add the phone to.
  4. In the Member(s) section, click View or Edit.
  5. Click Add Members.
  6. Click the Common Area Phone tab.
  7. Select the common area phone and click OK.

Adding a Common Area Phone to an Auto Receptionist

You can route to a common area phone during an auto receptionist's business or closed hours.

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Auto Receptionists.
  3. Click the name of the auto receptionist you want to add the phone to.
  4. In the Business Hours or Closed Hours section, click Edit next to Route to.
  5. Select Route to Common Area Phone, enter the phone's name, then select the common area phone.
  6. Click OK.

Adding a Common Area Phone to an IVR

If you have an auto receptionist with IVR, you can provide an IVR menu option for callers to route to a common area phone.

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Auto Receptionists.
  3. Click the name of the auto receptionist with an IVR you want to add the phone to.
    Note: Set up an IVR if the auto receptionist if it doesn't have one.
  4. In the Business Hours or Closed Hours section, click Edit next to Interactive Voice Response (IVR).
  5. Select Forward to Common Area Phone in any of the drop-down menus to add it to the IVR.
  6. Click OK.
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