Managing phones and devices


Note: Before adding a desk phone to the Zoom web portal, see an overview of the provisioning process.

Phone users can make and receive calls using the Zoom desktop client or mobile app. As the account owner or admin, you can provision and assign devices to users that require a phone or device. Each user can be assigned up to 3 phones or devices. You can also add a common area phone that is shared by several users in your organization.

This article covers:

Prerequisites for managing phones and devices

How to add a device

You're restricted on the number of devices you can add to your account. The system will determine this limit based on a percentage ratio relative to the account's licensed capacity. If this device limit is reached, you will see a banner or dialog box indicating that your account exceeded the restriction. To request permission to add more devices than the account permits, submit a request to Zoom Support, providing a valid reason. Your request will then undergo a review process. 

Add a device and assign it to a user

Follow these steps to add a certified device, assign it to a user, and provision it. You can also import several devices at once using a CSV file.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. Click the Assigned tab.
  4. Click Add.
  5. Enter the following information:
    • Display Name: Enter a display name to identify the phone.
    • Description (Optional): Enter a description as desired.
      Note: This field can be used for any purpose and is searchable. Example of use, tagging your device for attribution.
    • MAC Address: Enter the 12-digit MAC address of the device. 
      Note: If you're using a wireless DECT phone, enter the wired MAC address, not the wireless MAC address.
    • Device Type: Select the brand and model number using the drop-down menus.
    • Assigned To:
      • Click Assign.
      • Select User or Common Area.
      • Enter the username or email of the phone user to assign the phone to. If you have multiple sites, the phone will belong to the same site as the phone user.
        Note: If the device supports multiple phone users, you can assign more than one phone user.
      • Click Add.
    • Provision Template (Optional): Only visible if you select a device that supports provision templates. Select a provision template to apply custom settings to the phone.
  6. Click Save.
  7. Complete the provisioning process.

Add a device without assigning it to a user

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. Click the Unassigned tab.
  4. Click Add.
  5. Enter the following information: 
    • Site: Select a site if your account has sites.
    • Display Name: Enter a display name to identify the phone.
    • Description (Optional): Enter a description as desired.
      Note: This field can be used for any purpose and is searchable. Example of use, tagging your device for attribution.
    • MAC Address: Enter the 12-digit MAC address of the device. 
      Note: If you're using a wireless DECT phone, enter the wired MAC address, not the wireless MAC address.
    • Device Type: Select the brand and model number using the drop-down menus.
  6. Click Save.

How to remove devices

Remove one device

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. Click the Assigned or Unassigned tab.
  4. Click on the name of your device.
  5. At the bottom of the page, click Remove.

Remove several devices

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. Click the Assigned or Unassigned tab.
  4. To the far left of your devices, click the checkbox of the devices you desire to remove.
  5. At the top, click Remove.

How to add a paging or intercom device

Follow these steps to add a supported paging/intercom device, assign it to a user, and provision it.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. Click Add.
  4. Enter the following information:
    • Assigned To: Enter the username or email of the phone user to assign the device to. If you have multiple sites, the device will belong to the same site as the phone user.
    • Display Name: Enter a display name to identify the device.
    • Description (Optional): Enter a description as desired.
      Note: This field can be used for any purpose and is searchable. Example of use, tagging your device for attribution.
    • MAC Address: Enter the 12-digit MAC address of a supported device
    • Device Type: Select Algo/Cyberdata and Paging&Intercom.
    • Select Model: Select the model-sip-based-device.
  5. Click Save.
  6. Complete the provisioning process by following the guides from Algo or Cyberdata.

How to assign multiple extensions to an analog telephone adapter (ATA)

After you add a certified ATA and provision it, you can assign multiple phone users or common area phones to the ATA.

  1. Follow the instructions to add a device.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. Click the display name of the ATA you want to edit.
  4. Click the Assigned Extensions tab.
  5. Click Add then Common Area Phones or Phone Users.
    Note: If you signed up for a new Zoom account after May 21, 2022; or the New Common Area Experience is enabled on your account, common area phones have migrated to the new Common Area tab in the Users & Rooms page. As a result, click Common Areas for this step.
  6. Specify or select the common area phone or phone, then click Save.

How to assign a phone or device

Follow these steps if you need to view the unassigned device you have added and assign one to a phone user.

Note: If you provisioned a CyberData device that supports Night Ringer, you can assign the device to up to 2 users. Make sure to assign the users to the device to be able to map keys and positions.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. Click the Unassigned tab.
  4. Find the device you want to assign.
    Note: If the device was previously assigned to a phone user, but you unbound it, the device's display name will revert the to default name Desk Phone.
  5. Click Assign to in the last column.
  6. Select a phone user to assign the device to.
  7. Click OK.

How to access one or more devices for management

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. On the left of the name of the device(s) click the check box, then on the top left select the following:
    • Provision Template: Only visible if you select a device that supports provision templates. Select a provision template to apply custom settings to the device(s).
    • Resync: More information on the re-sync process.
    • Reboot: To restart the phone(s). This process is equivalent to a power cycle.
      Note: A message will be displayed if a function cannot be performed due to incompatible device(s) or device status.

How to view your un-provisioned devices

You can view the list of devices that were not provisioned. Failure to successfully provision a device will result in a flag appearing in your web portal, and an email notification will be sent to you at the 60-day mark. If you take no action within this period, the devices will be automatically removed from your account at the 90-day mark from their initial addition.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Phones & Devices.
  3. Click the Assigned or Unassigned tab.
  4. On the top right, click the Provision Status drop-down, and select one of the following:
    • Provision Status (All): List all devices that were provisioned or not provisioned.
    • Not Provisioned for less than 60 days: List of devices that have not been provisioned in the last 60 days.
    • Not Provisioned for less than 90 days: List of devices that have not been provisioned in the last 90 days.
  5. Under Status, you can review the action required to provision your devices.
    Notes:
    • You can highlight the question mark icon to see the action that you need to perform to provision your device.
    • If available, you can click Provision to start the provisioning process of your device.

How to access the hyperlink of a phone for quick troubleshooting

Follow these steps to access the hyperlink of a phone.