Admins can manage telephone numbers for Zoom Contact Center through the new Number Management section located in the left navigation menu of the Zoom web portal. This feature provides admins with a unified experience across Zoom applications, ensuring consistent control over access and roles.

This article covers:

• How to view phone numbers
  • Information in the phone number table
• How to assign a phone number
  • Zoom Contact Center
• How to obtain phone numbers
• How to delete a phone number
• How to import phone numbers
• How to export phone numbers
• How to view related features

Prerequisites for using the new Number Management feature

• Account owner or admin privileges
• Zoom Contact Center license

How to view phone numbers

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Number Management then Phone Numbers.
   You will see a list of Zoom Contact phone numbers and their details.
3. (Optional) Use the search field to enter a phone number to search.

Information in the phone number table

• Number: The area code and phone number. Admins can use customizable fields to reference this number.
  • Caller ID Name: The caller ID name used in Zoom Contact Center.
• Status: Indicates the current state of the number.
  • Normal: This status means the number is active.
  • Pending: This status means the number is not active and awaiting completion of other transactions. Hover over the question mark icon for details on why it's pending.
• Product: Specifies which Zoom product the number is allocated to.
  • Dash icon – : The number has not been assigned to any specific product.
  • Contact Center icon : The number is allocated to Zoom Contact Center.
• Assigned to: This shows where the number is currently used within a product. For Zoom Contact Center, the number can be assigned to queues or flows.
• Source: This indicates the origin of the number.
  • Zoom: The original number within Zoom's system.
  • Zoom - Ported: The number that was ported into Zoom via a Port-In Order.
  • BYOC - Premises: The number owned by the customer through a 3rd party carrier and uploaded to the customer Zoom account by the customer.
  • BYOC - Cloud: The number provided to the customer via certified Zoom partner and uploaded to the customer Zoom account by the partner.
• Area: The associated area for the phone number's area code.
• Type: Indicates the type of the number, which includes Toll, Toll-free, Virtual Service, and Mobile.
• Capability: Displays the inherent capabilities of the number and its current configuration.
  • Incoming call icon: The color-coded status reflects the current call status:
    • Black solid icon : This means the number is properly configured to receive incoming calls.
    • White icon with black outline : This means the number is capable but not configured or admin disabled in phone details to receive calls.
  • Outgoing call icon: The color-coded status reflects the current call status:
    
    • Black solid icon : This means the number is properly configured to make outgoing or receive incoming calls.
    • White icon with black outline  : This means the number is capable but not configured or admin disabled to make or receive calls.
  • Messaging icon: Indicates that the number supports messaging.
    • The color-coded status reflects the current messaging status:
      • Red messaging icon : Indicates there is pending activity that the admin needs to complete before they can start messaging.
      • Yellow messaging icon : Indicates the number is allowed to send a message, but with restrictions.
      • Black messaging icon: Indicates the number is active with no limitations, or restrictions.
        Note: No icon indicates the number is not capable of supporting messaging.
  • PCIPal icon : Indicates the number is configured for PCIPal.

How to assign a phone number

Zoom Contact Center

After obtaining a phone number, you can assign or 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.
2. In the navigation menu, click Number Management then Phone Numbers.
3. To the right of the Zoom Contact Center phone number you want to assign to, click the Assign button.
   A dialog box will display with populated information based on which product the number is allocated to.
4. Click the drop-down menu and select where you want to assign the number.
5. Click Save.

How to obtain phone numbers

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Number Management then Phone Numbers.
3. On the top left, click Add Number then select from the following options:
   • Get Number: To buy a new number from Zoom.
   • Port Number: To place a Port-In order and port numbers to Zoom.
   • BYOC Number: To upload a customer owned number provided by a 3rd party carrier.

How to delete a phone number

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Number Management then Phone Numbers.
3. To the right of the Zoom Contact Center number you want to delete, click the Delete button.

How to import phone numbers

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Number Management then Phone Numbers.
3. On the top left, click Import then select from the following options:
   • SMS Campaign assignment: Upload a CSV file to assign numbers to SMS campaigns.
   • BYOC Numbers: Upload a CSV file to add BYOC numbers to customer Zoom account.

How to export phone numbers

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Number Management then Phone Numbers.
3. On the top left, click Export to export all the numbers in your account with relevant details into a CSV file.

How to view related features

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Number Management then Phone Numbers.
3. On the top left, click Related Features to view all number management related features which are frequently used. 
   • Plan details: Displays SKUs and licenses associated with the customer account .
   • Port History: Displays list of all Port-In orders raised through self serve for US/CAN. Orders raised via ticket don’t reflect in this list.
   • Business Address & Documents: Manage your business address and upload necessary documents for ordering numbers.