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: This feature is different from the Zoom for Microsoft Teams app and is not required to be embedded into Microsoft Teams.

This article covers:

Prerequisite for integrating Zoom Phone for Microsoft Teams

Limitations of the integration

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 and phone numbers 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 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 Microsoft Teams

As part of the enrollment process, Zoom will add the following configuration to 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 routes, 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 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

How to assign Zoom Phone numbers to Call Queues and Auto Attendants in Microsoft Teams Voice Apps

You can refer to Microsoft Plan for Teams Auto Attendants and Call Queue for more information on the configuration of Auto Attendants and Call Queues within the Microsoft Teams / Microsoft 365 admin center.

Before allocating a Zoom Phone number, the following tasks need to be completed within the Microsoft Teams / Microsoft 365 admin center:

Note: The Direct Routing phone number referenced in the Microsoft documentation will be provided by Zoom and allocated via the Zoom web portal.

  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, click the Manage Microsoft Teams Voice Apps option.
    You will be redirected to the Microsoft Teams Voice App Management configuration page. A dialog box will appear displaying the available Auto Attendants and Call Queues configured under Microsoft Teams.
  5. Select the Auto Attendant or Call Queue tab as required according to the type of Voice App being configured.
    Note: The page may take a couple of seconds to load as the content is dynamically populated based on a query via the Microsoft APIs.
  6. Select the Voice Apps you want to assign Zoom phone numbers to, then click OK.
    Note: If the Resource Account shows Unlicensed, you will need to assign a Microsoft Teams Phone Resource Account license via the Microsoft 365 admin center.
  7. Next to the Auto Attendant or Call Queue, click Edit to allocate a Zoom Phone number.
  8. Under the Profile tab click Assign Number.
  9. In the Assign Numbers dialog box, select an appropriate phone number, then click Confirm.
    Note: Only a single phone number can be assigned to a Resource Account.
    The Voice Routing Policy will be automatically populated based on the assigned phone number.
  10. Click Save to sync the configuration with Microsoft Teams.
    Note: A Backup Destination such as Zoom Call Queue, Auto Receptionist, or Shared Line Group, can be assigned to each Microsoft Teams Voice App. The backup destination is used to re-route calls to that destination as part of the Business Continuity process when enabled.

How to assign Zoom Phone numbers to Microsoft Teams Common Area Phones (CAP) Or Microsoft Teams Rooms (MTR)

Microsoft common area phones and Microsoft Teams users will be set up as Zoom users within the Zoom web admin portal. The email of the user assigned to a Microsoft CAP or MTR should match the email of the Zoom user that will be synced to Microsoft Teams. You can refer to Microsoft documentation to Set up common area phones for Microsoft Teams within the Microsoft Teams admin portal.

Once the Microsoft account for Microsoft CAP or MTR has been created and matched with a Zoom user, follow the steps under Configure a user for Zoom Phone for Microsoft Teams to enable the device for calling with Zoom Phone numbers.

How to enable extension dialing between Zoom and Microsoft Teams

Zoom Phone for Microsoft Teams allows customers to have a subset of users in Microsoft Teams and the remaining users in Zoom Phone. By default, Zoom and Microsoft Teams route calls between the two systems using full E164 numbers. In certain cases, customers might want to enable the ability to dial by extension between the two systems. When a user is synced to Microsoft Teams, extension dialing from a Zoom user to the synced Microsoft Teams user is handled automatically by Zoom. To ensure that users on Microsoft Teams can call a Zoom Phone basic user or a Common Area Phone, follow the steps outlined below.

  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. (Optional) Under Microsoft Teams Integration, enable the option Allow Zoom Extensions to be synced to Microsoft Teams. This will allow Zoom extensions configured for the user in Zoom to be synced to Microsoft Teams. This optional step allows customers to have a consistent extension dial plan between the two systems.
    Note: When this option is enabled, users that have been previously synced will need to be resynced to Microsoft Teams for the changes to take effect.

To allow extension dialing between users on Microsoft Teams, the extension and phone number will need to be populated in the Phone number field under the Contact information for the user in the Microsoft 365 Administration Console by a Microsoft admin.
The phone number should be in the format:

(+Country code)(phone number)(;ext= extn). Example +14085551212;ext=1212
This extension number should match what is assigned to the user in the Zoom admin portal for the best and most consistent experience.

To allow extension dialing from Microsoft Teams to Zoom, a Microsoft Dial Plan policy will need to be assigned to the Microsoft Teams users (this can also be a global policy). This policy will need to be created and assigned to users by a Microsoft Teams admin in the Microsoft Teams Admin Center by following the steps outlined in the Dial plan section. An example normalization rule is given below for reference:

Rule NameDescriptionNumber PatternTranslationExample
3-Digit-extensionExample rule^(\d{3})$$1Dialing extension 800 from Microsoft Teams gets sent as is without translation to Zoom

The number pattern defined in the normalization rule should match the extension length that is configured in Zoom.

Configure an Emergency calling policy for a user

Users with a US/CA phone number can make emergency calls when an emergency calling policy is assigned to them. When this option is enabled, Zoom creates an emergency calling policy within Microsoft Teams with External location lookup mode enabled. This will allow the Microsoft Teams client to send the location information of the user when the Microsoft Teams user makes an emergency call. Microsoft Teams users are required to confirm the location address within the Teams client to ensure that the call gets routed to the correct Public Safety Answering Point (PSAP). The criteria that will be used to route a call to the PSAP or screened for accuracy will be determined by the user selection as explained by Microsoft.

Notes:

  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. In the Microsoft Teams Integration section, select Allow Emergency Calling.
    Note: This ensures that a Zoom-specific emergency calling policy is created in Microsoft Teams to be assigned to users.
  5. In the navigation menu, click Phone System Management, then Users & Rooms, then do one of the following:
  6. If the user has already been synced to Microsoft Teams, select the user, then click Sync to Teams at the top of the table.
  7. If the user has not been synced to Microsoft Teams, on the far right of the user’s name, click the more icon ( ), then click Sync with Teams.

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, then under the Endpoint selection section, select Zoom.
  5. Click Save.
    Note: All users synced to Microsoft Teams will now have access to Zoom Phone to resume calling services using the same phone number. Users might be required to restart the Zoom clients for the changes to take effect. Calls to Microsoft Teams Voice Apps will also be redirected to their assigned backup destination if configured.
    Business Continuity is not available for Microsoft Teams Rooms and Shared devices.
  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 the Endpoint selection to Teams, then click Save.

How to disable Microsoft Teams integration for your Account

  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 disable the integration.