Important Notice: Please begin updating all your Zoom applications to version 5.0 or higher. After May 30, 2020, all Zoom applications on older versions will receive a forced upgrade when trying to join meetings as GCM Encryption will be fully enabled across the Zoom platform. Learn more on how to update your Zoom application or update now.

Note: As our world comes together to slow the spread of COVID-19 pandemic, the Zoom Support Center has continued to operate 24x7 globally to support you. Please see the updated Support Guidelines during these unprecedented times.



Managing common area phones Follow

Overview

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

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.

This article covers:

Prerequisites

  • Pro, Business, or Education account
  • Account owner or admin privileges
  • 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.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Users & 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
  6. Follow the Quick Start Guide for Provisioning Desk Phones to complete the provisioning process.
  7. (Optional) Follow the steps to assign a direct number to the common area phone.

Converting 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. In the navigation menu, click Phone System Management then Users & 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.
    Note: If the common area phone is offline, reboot the phone to bring it back online.

Changing common area phone settings

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

Note: There are also global phone settings, 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 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 in the Profile tab:
  • 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. Select another site using the drop-down menu to move the phone 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 common area phone. 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 phone. 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.
  • Country: Displays the country of the phone's emergency address. The country determines the reserved extension numbers that you can't use for the phone.
  • 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.
  • Timezone: Select a timezone to set the time displayed on the common area phone.
  • Line Keys: If the desk phone supports multiple line keys, you can change line keys settings
  • Device Type: Displays the device's brand and model.
  • MAC Address: Displays the 12-digit MAC address of the desk phone.
  • IP Address: Displays the local IP address of the device.
  • Provision Template (optional): Select a provision template to apply custom settings to the 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. 
  • Provision: Display instructions for provisioning. You can also follow our provisioning guide.
  • Delete: Remove the common area phone from Zoom Phone.

Note: Click Resync after changing common area phone settings. This will re-sync your phone with the provisioning server and apply your changes.

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. In the navigation menu, click Phone System Management then Call 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. In the navigation, click Phone System Management then 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 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 a IVR system, 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. In the navigation, click Phone System Management then 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.