Note:

• This feature is different than viewing the internal contacts directory on desk phones. For more information, see the list of desk phone features.
• Phone users can't access the shared directory on provisioned desk phones. See the limitations for more information.

Account owners and admins can create a shared directory of external contacts. The shared directory is accessible by phone users using the Zoom desktop client or mobile app. External contacts are displayed in the contact group Imported Contacts under the All Contacts section in the Contacts tab.

When creating a directory, you can specify a third-party PBX provider so that Zoom Phone users can communicate with the external contacts.

This feature can be useful in these scenarios:

• When migrating a large number of users to Zoom Phone, you can migrate a portion of your users, then import the contacts that are waiting to be migrated. 
• Your organization requires phone contacts who use a third-party phone service. For example, if your organization has a third-party call center, you can import contacts so that your employees can easily reach the third-party agents.

This article covers:

• Limitations
• Creating SIP groups (optional)
• Adding a contact
• Adding contacts using a CSV file
  
  • Creating a CSV file
  • Importing a CSV file
• Contact fields
• Using the shared directory
  • Admins
  • Phone users

Prerequisites for creating a shared directory of external contacts

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

Limitations for creating a shared directory of external contacts

Before creating a shared directory, take note of these limitations:

• Contact's names (as specified in the CSV file) are not displayed in call history or voicemail logs if your account does not use BYOP. The contact names will display if your account uses BYOP.
• Phone users can call contacts by using the search field above the dial pad in the Phone tab (desktop client or mobile app).
• Contacts can be viewed by all phone users in the account. You can't create a shared directory at the site level.

How to create SIP groups (optional)

Note: To create SIP groups, you need to contact Zoom to enable SIP groups and set up SIP trunks for your account. 

You can configure a third-party provider by creating SIP groups. This allows Zoom Phone users to call imported contacts using the third-party provider.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Click Account Settings at the top of the page.
4. Scroll down to the Routing section.
5. Under SIP Groups, click Manage.
6. Click Add and enter the following information:
   • Name: Enter a display name for the SIP group.
   • SIP Trunk: Select a SIP trunk to use for outgoing calls.
   • Description (Optional): Enter a brief description to help you identify the group.
7. Click Save.

How to add a contact

Follow these steps to add contacts one at a time.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Click Account Settings at the top of the page.
4. Click the External Contacts tab.
5. Click Add.
6. Specify the contact fields.

How to add contacts using a CSV file 

You can create several contacts at once by importing a CSV file.

How to create a CSV file

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Click Account Settings at the top of the page.
4. Click the External Contacts tab.
5. Click Import.
6. Click CSV Sample to view the fields.
7. Click Download.
8. Open the CSV sample using spreadsheet software like Microsoft Excel.
9. Fill out the CSV sample using the contact fields.

How to import a CSV file

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Click Account Settings at the top of the page.
4. Click the External Contacts tab.
5. Click Import.
6. Click Upload CSV and select the completed CSV file.

Contact fields definition

You can specify the following information when creating contacts for the shared directory:

• ID: A unique identifier for the contact.
  • If you don't have SIP groups, leave this field blank. Zoom will automatically assign sequential numbers as IDs.
  • If you have SIP groups, use the primary key from the original phone system.
• Name (Required): The contact's display name. This is displayed to other phone users.
• Email: The contact's email address. This is displayed to other phone users.
• Extension Number (required if there isn't a phone number): The contact's extension number in the original phone system. Make sure the extension number is not duplicated with an existing extension number in the account. You must have SIP groups so that phone users can reach this contact using the extension number.
• Phone Number (required if there isn't an extension number): The contact's phone number in E.164 format. Separate multiple phone numbers with commas. E.164 format contains the following (you don't need to use spaces or dashes):
  
  1. Country code
  2. Area code
  3. Phone number
• Description: A brief description to help you identify the contact. The description is not displayed to other phone users.
• Routing Path: The route for outbound calls to contacts in the global directory.
  Note: If you don't specify a routing path, Zoom will use your routing rules.
  • If you don't have SIP groups, enter or select PSTN.
  • If you have SIP groups, enter the SIP group name to route outbound calls using the associated SIP trunk. You can assign or modify each contact's SIP group after importing the CSV file.
• Auto Call Recorded: Identify your external contacts that have their calls automatically recorded outside of Zoom.
  Note:

How to use the shared directory

Admins and phone users can use these features that take advantage of the shared directory of external contacts:

Admins

• Customize phone user's call handling settings to forward inbound calls to external contacts
• Customize auto receptionist, call queue, or shared line groups settings to forward inbound calls to external contacts

Phone users

• Call external contacts in the shared directory by searching for the contact's name, extension number, or direct number in the Phone tab (Zoom desktop client or mobile app) or from a supported desk phone
• Transfer a call to a contact in the shared directory
• Customize their call handling settings to forward inbound calls to external contacts