Managing Common Areas (New Common Area Experience)

Zoom Phone is introducing an updated workflow for managing Common Area phones, analog telephone adapters (ATAs), and Zoom Phone Appliances in the web portal. Learn more about the New Common Area Experience. 

If you have this experience enabled on your account, follow this article to learn how to define Common Area, assign devices, and configure settings like the extension number.

A Common Area can be any area in an office that is available for use by more than one employee. For example, if your organization has a hybrid office space, you can define each hoteling station as a Common Area, and then assign phones to this area so that employees can use them.

Requirements for managing Common Areas (New Common Area Experience)

• New Common Area Experience enabled on your account
• Pro, Business, Education, or Enterprise account
• Account owner or admin privileges
• Common area license to add a common area and use minimal features
• Zoom Phone Pro or higher license to use auto receptionist, call queue
• Certified device added and provisioned

How to add a Common Area and assign devices

Note: You can also batch add several Common Area phones at once.

Add a Common Area

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then Phone system followed by Users & Rooms.
4. Click the Common Areas tab.
5. Click Add and enter the following information:
   • Site (only visible if you have multiple sites): Select the site you want the Common Area phone to belong to.
   • Display Name: Enter a display name to identify the Common Area phone.
   • Extension Number: Enter an extension number to assign.
   • Package: Assign an outbound calling package.
   • Country/Region: Select the country/region of the phone's emergency address. The country determines the reserved extension numbers that you can't use for the phone.
   • Time Zone: Select a time zone to set the time displayed on the assigned devices.
   • Language: Configure the language on desk phones.
     Note: Some languages listed may not be supported. If the language is not supported, the default language will be used.
   • Specify a template to be assigned to the Common Area: Select this checkbox to specify and assign a template to the common area phone.
6. Click Save.

Assign devices

Add a desk phone

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then Phone system followed by Users & Rooms.
4. Click the Common Areas tab.
5. Click the name of the common area you want to manage.
6. Click the Settings tab.
7. Under Desk Phone, in the Desk Phone(s) section, click Add.
   A pop-up window will appear.
8. In the window, select the provisioned device to add to the Common Area.
9. Select the following settings for the selected device:
   
   • Viewable to: Define which users and common areas are viewable on common area devices. Specify directory visibility settings for Shared Mobile Experience, hardware-based IP phones, and Zoom Phone Appliances.
   • Searchable by: Define which users and common areas are searchable on common area devices. Specify directory visibility settings for Shared Mobile Experience, hardware-based IP phones, and Zoom Phone Appliances.
10. Click Confirm.
    The device will appear in the Desk Phone(s) section on the Zoom web portal.
11. In the Desk Phone(s) section, under the added devices, configure the device's workflow:
    • On the device you want to manage, select the following options that you want:
      • Allow Hot Desking
      • Allow Call Control From Client
    • Click Edit to edit the Viewable to or Searchable by settings.
    • Click the following toggles to enable or disable them:
      • Phone Screen Lock: Enable a softkey that can lock the phone's screen. The phone user has to enter their PIN to unlock their phone. This feature is not supported on some devices.
      • Allowed being searched as a contact: Specify if this Common Area phone can appear in Contacts and is searchable.
        Note: Admins can control whether common area phones appear in contacts or are searchable on a per-device basis. For example, they can make conference room devices searchable while keeping lobby phones hidden from the directory.

Learn more about configuring Common Area visibility in contacts.

Add a Zoom Phone Appliance

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then Phone system followed by Users & Rooms.
4. Click the Common Areas tab.
5. Click the name of the common area you want to manage.
6. Click the Settings tab.
7. Under Desk Phone, in the Zoom Phone Appliance section, click Assign.
8. Select the Zoom Phone Appliance to add to the Common Area.

How to change Common Areas 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 as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then Phone system followed by Users & Rooms.
4. Click the Common Areas tab.
5. Click the display name of the Common Area you want to edit.
   You will see the following information and options:

Profile tab

• Display name: Click Edit next to the display name 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.
• Package: Click Assign to assign an outbound calling package. Click × next to an assigned package to remove it.
• Extension Number: Click Edit to change the extension number assigned to the phone.
  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. This setting is only visible if you assign a package.
• Outbound Caller ID (only visible if you assign a package): Select the outbound caller ID when the phone calls out. You can choose from phone numbers assigned to the main auto receptionist.
• Country/Region (only visible if you assign a package): 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 (only visible if you assign a package): Displays the default area code for outbound dialing. Click Edit to change it, or Set if you haven't added the area code.
• 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.
• Time Zone: Select a time zone to set the time displayed on the Common Area phone.
• Language: Configure the language on desk phones.
  Note: Some languages listed may not be supported. If the language is not supported, the default language will be used.
• Department / Cost Center: Assign a department or cost center.
• Data & storage: Select the country for your data storage. Recordings include phone recordings, voicemails, voicemail transcripts, and custom greeting prompts. Learn more about storage locations.
• Operation Data Storage Location: Click the Copy Zoom Phone call logs to another location toggle to enable or disable it. When enabled, determine where a copy of the newly generated logs will be stored.
  Notes:
  • Original logs are stored in the United States.
  • The copies will be auto-deleted in 12 months.

Policy tab

Policy settings allow you to enable or disable certain Zoom Phone features.

Note: Common Areas have access to the same policy settings as Common Area phones, except for hot desking. You can enable or disable hot desking for specific devices by using the Settings tab.

Settings tab

Call handling settings

Note: After setting custom hours, you can customize how inbound calls are routed during these hours.

• Business Hours: Click Edit to change the times when the user can answer calls. You can set business hours to span past 11:30 PM. You can also set business hours in increments of 10 mins by manually entering a time; for example, 11:10 PM.
• Closed Hours: If you customized business hours, you can also set closed hours.
• Holiday Hours: Click Manage to designate certain days are holidays.

Business, closed, and holiday hour settings

• Ring the Device: Click the toggle to enable or disable the ring for inbound calls.
• Ring Duration: If you enabled Ring the Device, set the maximum ring duration before the call is handled as specified in the setting below (When a call is not answered).
• When a call is not answered: Click the dropdown and select how unanswered calls are handled during the specified hours:
  
  • Forward to voicemail: Forwards the call to voicemail.
  • Play a message, then disconnect: Plays a custom message for the caller then hangs up the call. Click Audio Library to select, record, or upload custom audio.
  • Disconnect: The call will be disconnected without playing a message.
  • Forward to another extension: Route calls to another extension in the account.
  • Forward to External Contact: If the account has a directory of external users, you can route calls to an external contact.
  • (Optional) Select one or both of the following checkboxes:
    • Allow callers to reach an operator: When selected, the IVR Menu will have the options of 0 Forward to an operator and 1 Leave voicemail to: Current Extension.
      1. Under Connect to Operator, click the dropdown and select an option.
      2. Search for the name or extension number, then select the option that you want.
      3. (Optional) Select the Play callee's voicemail greeting when caller reaches end of forwarding sequence checkbox.
      4. Click Save.
         Note: The change you made may override the previous customized greeting. You may need to record a new greeting audio.
    • Allow callers to check voicemail: When selected, the IVR Menu will have the options of 1 Leave voicemail to: Current Extension and 2 Check voicemail by PIN Code.
      • 2 Check voicemail by PIN Code: This option allows users to dial into the voicemail system by pressing the voicemail button or dialing *86 on common area phones. Users can select option 2 from the telephony user interface (TUI) to record or update the voicemail greeting. This allows users to manage voicemail greetings without requiring administrator assistance. The user's customized voicemail greeting uploaded through the IVR menu will be the voicemail greeting for only business hours (not for closed hours and holidays).
    • When both checkboxes are selected, the IVR Menu will have the options of 0 Forward to an operator, 1 Leave voicemail to: Current Extension, and 2 Check voicemail by PIN Code.
• Greeting & Leave voicemail instruction:
  • Choose from Asset Library: Select the desired audio file, then click Save.
  • Add Audio: Manually add your audio file for call handling.

Delegation & Assistant

• Delegation: Configure delegation settings for common area phones through expanded policy controls. When enabled, common area phones can be delegated to another user or common area phone.
  Note: This feature requires common area phones to have Pro licenses.

Intercom

• Intercom: Set up an intercom connection. Once an intercom connection is created, the phone will beep to notify the receiver when receiving an intercom call. The call will be automatically answered on the receiver's phone.

Desk Phone

• General Settings: Use the account or custom settings for general configurations of desk phones assigned to your common areas. These general configurations of the desk phones in your account can be set globally, but some settings may not work for individual models. You need to manually reboot the desk phones to apply these changes.
• Keys & Positions: Change line key settings.
• Desk Phone(s): Add desk phones or ATAs to the Common Area.
• PIN Code: Use to access voicemail, hot desking, unlock desk phones, and call authorization-required destinations.
• Zoom Phone Appliance: Add Zoom Phone Appliances to the Common Area
  • Calendar (optional): Add a calendar resource.
  • Location (optional): Assign the appliance to a Workspace.

Others

• Call Screening: Click the toggle to enable or disable it. Incoming direct external callers will be prompted to respond to a button to reach users, callers who don't respond will be disconnected. Devices will not be able to receive any third-party faxes.
• Blocked List: Manage the block list for inbound calls and messaging. This allows users and administrators to block inbound calls and SMS/MMS from phone numbers or prefixes.
• Blocked Rules: Set rules for blocking external calls or calls without caller ID.

How to add 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 as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then Phone system followed by Call Queues.
4. Click the name of the call queue you want to add the phone to.
5. In the Member(s) section, click View or Edit.
6. Click Add.
7. Click the Common Areas tab.
8. Select the Common Area phone and click OK.

How to add a Common Area 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 as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then Phone system followed by Auto Receptionists.
4. Click the name of the auto receptionist you want to add the phone to.
5. In the Business Hours or Closed Hours section, click Edit next to Route to.
6. Select Common Areas, enter the Common Area's name, then select the Common Area.
7. Click OK.

How to add a Common Area to an IVR

If you have an IVR system, you can provide an IVR menu option for callers to route to a Common Area.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then Phone system followed by Auto Receptionists.
4. 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 doesn't have one.
5. In the Business Hours or Closed Hours section, click Edit under Interactive Voice Response (IVR).
6. Click Edit next to one of the keys.
7. Select Forward to Common Area, enter the Common Area's name, then select the Common Area.
8. Click Save.

How to add Common Areas in batch

You add several Common Areas at once using a CSV file.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then Phone system followed by Users & Rooms.
4. Click the Common Areas tab.
5. Click Import at the top of the page.
6. If you have multiple sites, select the target site you want the users to belong to.
7. Click CSV Sample. You can download a sample CSV file and view the required fields.
   Note: Click Zoom Phone Certified Hardware to view a list of acceptable entries. Fill in the Manufacturer and Model columns using this list for the CSV file to import correctly.
8. Click Download.
9. Fill out the fields in the CSV sample using spreadsheet software like Microsoft Excel.
   Note:
   • Do not delete the first row with the field names. Make sure the manufacturers and models are correctly filled in.
   • If you have multiple sites, but haven't enabled site codes, leave the Site Code column blank. The phone will be imported to the target site you selected.
10. Click Upload CSV and select your completed CSV file to start the batch process.
    Note: If there's an error in one or more fields, the batch process will not complete. You will have these options:
    • Click Details to see a description of fields that were not filled in correctly.
    • (If applicable) Click Ignore Issues and Upload Others to continue the batch process. Any rows in the CSV with errors will not be imported. You won't see this option if all rows have errors.
    • If all rows in the CSV have errors, the batch process will not complete. Click Reupload after you fix the CSV file.
    • Click Close to cancel the batch import process.
11. Click Close if the batch process is successful.

How to export a list of Common Areas

You can also export a CSV file containing a list of all Common Areas for your own records.

Note: The Zoom web portal doesn't support batch updating Common Areas using a CSV file. You cannot edit the exported CSV then import it.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then Phone system followed by Users & Rooms.
4. Click the Common Areas tab.
5. (Optional) Use the search bar and drop-down menus to filter Common Areas.
6. Click Export to download a CSV file of the current list of Common Areas in the web portal.