Zoom Phone for Microsoft Teams


Zoom Phone for Microsoft Teams enables customers to utilize Zoom Phone numbers seamlessly within the Microsoft Teams client. This integration empowers your users to effortlessly make and receive calls through the native Microsoft Teams client, without requiring any extra add-ons or plugins. this integration uses Microsoft's Direct Routing capabilities which allows Zoom Phone numbers to be made available on a native Microsoft Teams client.

Note: The Zoom app is not required to be embedded into Microsoft Teams as mentioned in this article.

This article covers:

Prerequisite for integrating Zoom Phone for Microsoft Teams

How to configure the Microsoft Teams integration for your account

You must enable the Microsoft Teams Integration and complete the account setup as described below before any users can be configured for Microsoft Teams direct routing. You can also configure emergency calls and apply the emergency policy to your users during the setup process.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Account Management, then Account Settings.
  3. Click the Zoom Phone tab.
  4. To the right of Microsoft Teams Integration, click the toggle to enable or disable it.
    Note: Once enabled, additional configuration options are displayed relating to the setup.
  5. In the additional options do the following:
    • (Optional) Select Allow Emergency Calling with Location information from Microsoft Teams if emergency calling integration is required.
    • (Optional) To the right of Synced users will answer calls in, note Teams is selected by default for calls to be routed to the Teams endpoint.
      Note: You can change this setting to route to Zoom for business continuity in the event Microsoft Teams services become unavailable.
    • Under Choose the regions, select the region(s) where your Microsoft Teams users are located.
  6. Click Enable.
    The Microsoft Office 365 signing page will display for you to sign in.
  7. Sign in to your Microsoft Office 365 account with your admin credentials.
  8. Click Accept to grant Zoom permission to configure the Office 365 account.
    You’ll be redirected to the Zoom Phone account settings page in the Zoom web portal.
  9. Under Microsoft Teams Integration, view the account setup in progress in real-time.
    Note: The setup may take up to 15 minutes to complete and will display Enabled Microsoft Teams successfully if completed successfully.
  10. Once completed, verify the Allow Microsoft Teams Calling setting toggle is on  .
  11. (Optional) To the right of Allow Microsoft Teams Calling, click the toggle to disable it as desired.

How to provision a user for Zoom Phone for Microsoft Teams

After provisioning a user, you must make sure that any changes to the user are performed via the Zoom web portal as manual modifications to the Microsoft Teams users via PowerShell are not supported and may break the integration.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management, then Phone Numbers.
  3. Click the Unassigned tab.
  4. To the far right of the desired phone number, click Assign to, to allocate the phone number to your user.
  5. In the dialog box, select your user, then click OK.

Configure a user for Zoom Phone for Microsoft Teams

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management, then Users & Rooms.
  3. To the far right of the user you desire to enable the integration, click the more icon (  ).
  4. Click Sync with Teams.
    The Review Microsoft Teams Enablement dialog box will display.
  5. Under Routing Policy, wait for the routing policy to be automatically selected based on the user’s location.
  6. Click Sync.
    Once completed, the user setup completion will display.
  7. (Optional) At the top of the page, click View Status, to view the provisioning progress.

How to verify the setup in Teams

As part of the enrollment process, Zoom will add the following configuration into the Microsoft Tenant.

  1. Sign in to your Microsoft Teams admin portal.
  2. On the left of the Microsoft Teams admin center, click Voice, then Voice routing policies from the menu options.
    • In the Voice routing policies page, confirm the policies have been added via Zoom’s automated provisioning.
  3. On the left of the Microsoft Teams admin center, click Voice, then Direct Routing from the menu options.
  4. In the Direct Routing page, click the Voice routes tab to see a list of provisioned routes.
  5. Next to one of the route, click the SBCs enrolled icon to see a list of the associated SBC routes (SIP Trunks).
  6. On the left of the Microsoft Teams admin center, click Users, then Manage Users from the menu options.
  7. Select the user that was enabled from the list of users.
  8. Verify that the Zoom Phone number has been successfully synchronized with Microsoft Teams and that the phone number type is Direct Routing.

How to test a call on the Microsoft Teams desktop, mobile, or web client

Occasionally, Microsoft can take up to 24 hours to activate the dial pad within the Teams client.

  1. Sign in to the Microsoft Teams desktop client using your Microsoft Office 365 credentials.
  2. Press the Calls icon.
  3. Place an outbound call to a phone number of your choice.
  4. (Optional) If the Call tab is missing, on the top search bar, enter /call +1 209-888-1309 to initiate a call.
  5. (Optional) While on the call, click the more icon to access the following call features:
    • Call Park / Retrieve
    • Hold
    • Live Caption
    • Consult / Blind Transfer

Example of Emergency calling configuration for the integration

This is an example of how Microsoft Teams can be configured for emergency calls. Follow this Microsoft article for additional information.

  1. Sign in to your Microsoft Teams admin portal.
  2. On the left of the Microsoft Teams admin center, click Voice, then Emergency policies.
  3. Click the Calling policies tab, then click Add, to create a new policy.
  4. Enter an appropriate name for the policy, then under External location lookup mode, click the toggle to enable the feature.
  5. Click Apply.
  6. On the left of the Microsoft Teams admin center, click Voice, then Emergency policies.
  7. Click the Call routing policies tab, then click Add to create a new policy.
  8. Enter an appropriate name for the policy, then under Dynamic emergency calling, click the toggle to enable the feature.
  9. Assign the required emergency phone numbers (911, 999, etc) and select the appropriate PSTN usage record based on the Emergency location.
  10. Click Save.

Assign emergency calling policy to users

  1. On the left of the Microsoft Teams admin center, click Users, then Manage users.
  2. Select the users you wish to configure from the list, then click Edit settings.
  3. Scroll through the list, then change the values of the settings you created as follows:
    • Emergency calling policy: select the name of the policy you created.
    • Emergency call routing: select the name of the policy you created.
  4. Click Apply.
    A warning message dialog box will appear.
  5. In the dialog box, click Confirm to acknowledge the settings may take some time to take effect.

How to provide Business Continuity with Zoom Phone

In case the Microsoft Teams service is unavailable, Zoom Phone can be utilized to access and resume calling services.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Account Management, then Account Settings.
  3. Click the Zoom Phone tab.
  4. Under Microsoft Teams Integration, to the right of Synced user will answer calls in, select Zoom
  5. Click Save.
    All users synced to Teams will now have access to Zoom Phone to access and resume calling services using the same phone number.
  6. Sign in to the Zoom desktop, mobile, or web client using your Zoom credentials.
  7. Click the Phone tab.
  8. Place an outbound call to a phone number of your choice.
    Note: Once the Microsoft Teams service has been restored, simply modify Synced user will answer calls in to Teams, then click Save.