Using Number Management for managing phone numbers

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

Additionally, account owners and admins can provision and assign phone numbers for their account to be used for SMS in Meetings, as well as other Zoom products like Phone and Contact Center. They can enable local or international SMS where available, and control access to SMS use in Meetings with this common account-based phone number.

Requirements for using the Number Management feature

• Account owner or admin privileges
• A license for the product you want to manage in Number Management:
  • Zoom Contact Center license
  • Zoom Phone license: Zoom Phone Pro, a Zoom Phone calling plan, or Zoom Workplace bundles containing Zoom Phone
  • Zoom Meetings paid license with Audio Conferencing add-on

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.
   You will see a list of 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, Zoom Phone, or Zoom Meetings.
• 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.
  Note: If you are not an admin related to the product, you will not see it listed.
  
  • Dash icon – : The number has not been assigned to any specific product.
  • Contact Center icon : The number is allocated to Zoom Contact Center.
  • Phone icon : The number is allocated to Zoom Phone.
  • Meetings icon : The number is allocated to Zoom Meetings.
• 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 third-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.
• Site: Displays the associated site for the phone number.
  Note: Sites only apply to Zoom Phone.
• Emergency Address: Displays the phone number's emergency address.

How to assign a phone number

Assign a Zoom Contact Center phone number

After obtaining a phone number, you can assign it or add it 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.

Assign the number

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. To the right of the Zoom Contact Center phone number you want to assign, click the ellipsis , then click Assign.
   A pop-up window will display populated information based on which product the number is allocated to.
4. In the window, click the dropdown menu and select where you want to assign the number.
5. (Optional) Select the Voice Flow checkbox, then click the dropdown menu and select the voice flow you want to assign the phone number to.
6. Click Save.

Assign an SMS campaign

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. To the left of the Zoom Contact Center phone number you want to assign, select the checkbox.
4. At the top of the page, click SMS Campaigns, then click Assign.
   A pop-up window will appear and display populated information based on which product the number is allocated to.
5. Under Contact Center Campaigns, click the dropdown menu and select the campaign you want to assign the number to.
   Note: You can also select Create SMS Campaign to create a new SMS campaign.
6. Click Submit.
   Your request will be submitted.
   Note: Allow one business day for SMS/MMS activation. This phone number supports only SMS, and may not be used for audio calling. The ability to add SMS for Meetings and send SMS to international numbers is available in limited regions.

Assign a phone number for Zoom Phone

After obtaining a phone number, you can assign it or add it as an entry for SMS. Messaging is inactive until you activate it by creating a 10DLC campaign, get it approved, and assign that phone number to the campaign.

Assign the number

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. To the right of the Zoom Phone phone number you want to assign, click the ellipsis , then click Assign.
   A pop-up window will display populated information based on which product the number is allocated to.
4. In the window, click the dropdown menu and select where you want to assign the number.
5. Search by name or extension.
6. Click Save.

Assign an SMS campaign

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. To the left of the Zoom Phone phone number you want to assign, select the checkbox.
4. At the top of the page, click SMS Campaigns, then click Assign.
   A pop-up window will appear and display populated information based on which product the number is allocated to.
5. Under Zoom Phone Campaigns, click the dropdown menu and select the campaign you want to assign the number to.
   Note: You can also select Create SMS Campaign to create a new SMS campaign.
6. Click Submit.
   Your request will be submitted.
   Note: Allow one business day for SMS/MMS activation. This phone number supports only SMS, and may not be used for audio calling. The ability to add SMS for Meetings and send SMS to international numbers is available in limited regions.

Assign a Zoom Meetings phone number

After obtaining a phone number, you can assign or add it as an entry for SMS. Messaging is inactive until you activate it by creating a 10DLC campaign and assigning that campaign to the phone number.

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. To the left of the Zoom Meetings phone number you want to assign, select the checkbox.
4. At the top of the page, click SMS Campaigns, then click Assign.
   A pop-up window will appear and display populated information based on which product the number is allocated to.
5. Under Meetings Campaign, click the dropdown menu and select the campaign you want to assign the number to.
6. Click Submit.
   Your request will be submitted.
   Note: Allow one business day for SMS/MMS activation. This phone number supports only SMS, and may not be used for audio calling. The ability to add SMS for Meetings and send SMS to international numbers is available in limited regions.

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. On the top-left corner, 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 third-party carrier.

How to delete a phone number

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. To the right of the Zoom Contact Center number you want to delete, click the ellipsis , then click Delete.

How to import 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. On the top-left corner, click Import then select from the following options:
   • Zoom Phone phone number assignment:
   • 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.
   • Zoom Phone BYOC emergency address:
   • Zoom Phone BYOC emergency address change notification:

How to export 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. On the top-left corner, 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 as an admin with the privilege to edit account settings.
2. In the navigation menu, click Number Management then Phone Numbers.
3. On the top-left corner, click Related Features to view all number management-related features that are frequently used.
   • Plan details: Displays SKUs and licenses associated with the customer account.
   • Main Company Number (Zoom Phone): Select the main company number.
   • Port History: Displays a list of all Port-In orders raised through self-serve for US/CAN. Orders raised via ticket don’t reflect in this list.
   • Port-out Verification: Set port-out code for webhook verification.
   • Business Address & Documents: Manage your business address and upload necessary documents for ordering numbers.

How to manage multiple 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. To the left of the phone number(s) you want to manage, select the checkbox(es).
4. At the top of the page, click the following actions:
   • Delete: Delete the selected phone numbers.
   • Caller ID Name: Set the caller ID name for the selected number. When an outbound call is placed using a number as the Caller ID, the Caller ID Name, along with the number, will be displayed to the calling party.
     Note: The caller ID name is supported only in the US and Canada. It does not apply to toll-free numbers. Phone service providers publish caller IDs at different times and may not immediately show your caller ID name to recipients. Zoom reserves the right to decline publishing caller ID names that are inappropriate or misrepresent your business identity.
   • SMS Campaigns: Assign an SMS campaign to the selected numbers.
   • Site: Move selected unassigned numbers to another target site.
     Note: This only supports Zoom Phone unassigned numbers.
   • Confirm BYOC Address: Confirm the BYOC address for the selected phone numbers.
     Note: This only supports Zoom Phone BYOC-Premises numbers that require confirmation.