Managing Zoom Contact Center phone numbers

Admins can obtain phone numbers and assign them as entry points for voice or SMS flows. You can assign the same phone number as the entry point to one voice flow and one SMS flow. This allows consumers to call or text the same phone number to reach either flow.

You can also assign phone numbers for dialing into a video engagement or making an outbound SMS.

Requirements for managing phone numbers

• Pro, Business, or Education account
• Account owner or admin privileges
• Zoom Contact Center license

How to view phone numbers

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Number Management then Phone Numbers.
3. Use the following options to search or filter phone numbers.
   • Search field: Enter a phone number to search.
     Note: The phone number you enter can be in any phone number format. You can include or exclude dashes, spaces, brackets, or the country code. For example, searching 18881231234 will display the number (888) 123-1234.
   • Assigned to drop-down menu: Select where the phone number was assigned to.
     • Dial-in to Video Engagements: Only display phone numbers assigned for third-parties to dial in to video engagements.
     • SMS Outbound Engagement: Only display phone numbers assigned for sending outbound SMS.
     • Default Caller ID: Only display phone numbers assigned as a default caller ID for one or more queues.
     • Note: After the above options, you will see a list of flows. Select a flow to only display numbers assigned to that flow. You can also enter the flow's display name to search flows.
   • Type drop-down menu: Select the phone number type.
   • Capability drop-down menu: Select the channel type to display numbers for, which includes Incoming Call, Outgoing Call, or Messaging. Only voice and SMS channels support phone numbers as entry points.

Information in the phone number table

You will see the following information for each Zoom Contact phone numbers:

• Number: The area code and phone number.
• Caller ID Name: The caller ID name if set.
• Product: The associated product Contact Center.
• Assigned to: The queues or flows the number is assigned to.
• Source: The source of the phone number.
• Area: The associated area for the phone number's area code.
• Type: The number type - Virtual Service Number or Toll-free Phone Number. Both types are supported in voice and SMS flows.
• Capability: The associated channel types of the queues or flows the number is assigned to, which includes Incoming Call, Outgoing Call, or Messaging if SMS is enabled for the number.

How to obtain phone numbers

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Number Management then Phone Numbers.
3. Click Add Number.
4. Enter the required information:
   • Product: Select Contact Center.
   • Country/Region: Select the country or region to search for available phone numbers.
   • Select the type of phone number you want to obtain.
     Note: You need the license to obtain numbers.
   • Select Reserved Numbers Only if you've ported reserved numbers and only want to search your reserved numbers.
   • State/Province/Territory: Select the state, province, or territory from the drop-down menu to view associated area codes.
   • Area Code - City: Enter an area code or city to search area codes or cities in the selected state/province/territory. Alternatively, select an area code or city using the drop-down menu.
5. Click Search.
   Note: If there are no available numbers in the selected location, click Create Ticket to obtain numbers.
6. Select the numbers to obtain.
7. If you see the Business Address Verification section, you are required to add documents to comply with local regulations. Click Add Address, fill out the address form, then click Add.
8. Click Done.
   The numbers will appear with empty Assigned To fields in the phone number table.

How to enable or disable SMS/MMS for a phone number

After obtaining a phone number, you can enable SMS for it to allow receiving and sending SMS. You can also disable SMS if you only want the number for voice engagements.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Number Management then Phone Numbers.
3. Select the phone numbers you want to disable to enable SMS for.
4. Under General Info, select the Messaging check box to enable or disable it.
   Note: Verification is required to enable messaging.
5. If enabling SMS, assign a campaign, then click Save.

How to assign a phone number as an entry point to a voice or SMS flow

After obtaining a phone number, you can assign/add as an entry for a voice or SMS flow. Alternatively, you can add a phone number as an entry point using the Flows page or flow editor.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Number Management then Phone Numbers.
3. Click the ellipses icon then Product next to the number you want to assign.
4. In the Product drop-down menu, select Contact Center, then click Save.
5. Click the ellipses icon then Assign.
6. Select the check boxes to Voice Flow or SMS Flow.
7. In the drop-down menu for the checked box, select the flow to assign the number to.
8. Click Save.

Admins with access to the Number Management tab in the Zoom web portal should refer to the Number Management guide.