Zoom will be performing data center maintenance in Hong Kong. Customers who had BYOC-Premises trunks terminated in Hong Kong did not have a backup configuration to a secondary Zoom data center. During the scheduled Hong Kong maintenance, calls from this BYOC-Premises configuration will fail.

Customers who would like BYOC-Premises calls to continue functioning during the maintenance window are required to build a backup trunk to Zoom’s Singapore Data center. This requires some manual work as summarized below.

• Customer will have to remove their current Route Group from the SIP Group
• Zoom will delete this Route Group and recreate it with termination to both Hong Kong and Singapore data centers
• Customer will add this new Route Group to the original SIP Group

Note: Zoom’s Singapore data center will be considered a backup data center for Hong Kong in the future. The configuration that is being done can be considered a permanent setup.

This article covers:

• How to remove the Route Group from the SIP Group
• How to notify Zoom to recreate the Route Group via existing Support Ticket
• How to assign a new Route Group to the SIP Group

How to remove the Route Group from the SIP Group

To ensure that the Route Groups can be updated with termination to both the Zoom data centers, the Route Groups will have to be deleted and recreated by Zoom. To limit the amount of work this involves, it is recommended to allocate a “temporary” Route Group to the SIP Group while the Route Group is being rebuilt.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Click Account Settings.
4. Under SIP Groups, click Manage.
5. Identify all the SIP Groups that may be affected by the deletion of the Route Groups
6. Edit the SIP Group and select another Route Group.
   Note: This is a temporary modification until the Route Group can be recreated however calls from the numbers assigned to this SIP group or calls destined to the Routing Rules with this SIP Group will be routed to the Route Group assigned and may not complete successfully.

How to notify Zoom to recreate the Route Group via existing Support Ticket

Once the Route Groups have been unassigned from the SIP Group, notify Zoom to recreate the Route Groups. At this point, Zoom will delete and recreate the Route Group. When the Route Group is recreated, it may have a new Display Name.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Click Account Settings.
4. Under Route Groups, click Manage.
5. To identify the correct Route Group, follow the data center Region assigned to the Route Group along with your customer SBC IP address. Note the Display Name of this new Route Group as this will be needed in the next step.

Note: Once Zoom has completed provisioning the new Route Group/SIP trunks, proceed to the next step to revert the configuration changes.

How to assign a new Route Group to the SIP Group

After the Route Group creation is completed by Zoom, navigate to the SIP Group section and assign the new Route Group to it.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Click Account Settings.
4. Under SIP Groups, click Manage.
5. Select the SIP Group that needs to be modified.
6. Click on Edit and select the Route Group that was created.
7. Click Save.

Note: Once the above steps are completed, test the new configuration to ensure functionality.