Managing Number Management master and sub accounts
Once this feature is enabled for a partner master account by Zoom, the master account administrator can sign in to the Zoom admin web portal and use web-based features to perform number management functions. The master account admin can import phone numbers by importing a CSV file or manually insert numbers one by one.
Requirements for managing Number Management master and sub accounts
- Must have a master account
- Account owner or admin with the privilege to manage sub accounts
- Pro, Business, or Education account
- Account owner or admin privileges
- Zoom Contact Center license
- Zoom Phone license
- Zoom Phone toll-free license to obtain a toll-free phone number
- User assigned a calling package to be assigned a phone number
How to access Number Management sub accounts in the Provider Portal
- Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
- In the navigation menu, click Number Management then Provider Portal.
- Click the Sub Account tab.
How to add numbers to a sub account
The Add Numbers button allows the admin to add one number at a time and can be used when they need to provision just a few numbers.
Note: This should not be used when adding a large number of DIDs as this can be quite time-consuming.
Add a number to the free number pool
we will add a number to the Provider’s free number pool but not assign it to a sub account directly at that time. We will then show you how to add that number into the sub account from the free number pool.
- Access sub accounts in the Provider Portal.
- In the top-right corner, click Add Numbers.
A pop-up window will appear. - In the window, enter the number information.
- Click the Product dropdown and select the product to which you want to allocate this number (Zoom Phone or Zoom Contact Center). You can also leave the unallocated number to be allocated to either of the products by the customer admin.
Note: Once a number is allocated to a product by the partner, it cannot be changed or switched to another product by the customer. The partner must remove the number and re-upload if the customer wants to use this number for another product. - In the Phone Number field, add a phone number.
Note: This number must be added without the +, but it must contain the full E.164 number including the country code. - Click the Number Status dropdown and select an option.
- Click the SIP Trunk Name dropdown and select an option.
- (Optional) In the Sub Account (Optional) field, enter or select a sub account name to directly assign a number into a sub account.
Note: You can assign the number later. - (Optional) In the Billing Reference ID field, enter details if you require it.
- (Optional) In the Service Info field, enter details if you require it.
- Click Save.
The number will be added on the Sub Account tab and listed as Free under the Number Pool Status column. This indicates that the number is not bound to a sub account and can be assigned to any sub account under that master account. - Assign the number to a sub account or delete the number from the free number pool.
Use the CSV Import Feature
Alternatively, you can import up to 200 numbers at a time using a CSV or XLS file to import the numbers in bulk.
- Access sub accounts in the Provider Portal.
- In the top-right corner, select the Import button.
A pop-up window will appear. - In the window, click CSV Sample to download a template file.
- Click Download.
- Enter the following information in the file:
- Product: The product this number will be used for. You can only select Zoom Phone or Zoom Contact Center. Additionally, the file defaults to Unallocated if the product is not specified.
- Phone Number: The number must be inserted in full e.164 format with the leading + as well. For example, +12125551212 or +525512345678, etc.
- Sub Account Number: The number of the Zoom sub account where the numbers will be provisioned.
- Number status: This can be specified as either Normal or Pending. The pending status allows providers to pre-load numbers before migration to allow them to be assigned to a user during the staging phase of the rollout. Numbers assigned in pending status cannot be used to make outbound calls until after the number’s status has been changed to normal by the provider.
Note: the customer cannot change the state of the number from Pending to Normal; this can only be done by the provider. Also, the number status cannot be changed back from Normal to Pending without deleting the number and re-adding it. - SIP Trunk Name: This is provided by Zoom to the provider and is significant internally to Zoom only. This is the route that Zoom will take back to that provider on an outbound call from those numbers. Zoom will provision trunk names based on the region that a provider is offering service from. For example, if a provider is offering services in the US, EMEA and APAC, Zoom will provide separate SIP trunk names for each region and providers should provision numbers to use the in-region trunk name for the number in question. For example, US numbers should use the Zoom US SIP trunks, EMEA numbers the Zoom EMEA SIP trunks, etc.
- Billing Reference ID (Optional): This is what Zoom will insert in the X-header field (X-TO-CARRIER-ACCOUNT) on outbound calls back to the provider. The provider can use this to determine the correct way to route the call or bill for services on that call. This is a free-form text field that the provider can use to populate customer identifying information such as a name or account number, etc. The provider is not required to use this field at all if they can support alternate mechanisms for routing or billing the calls correctly. The billing reference ID field is limited to 36 characters.
- Service Information (Optional): This is a descriptive field that will show up in the customer’s account in the Phone Numbers/Cloud Peering section. This will also show up under the individual number for that user. The provider is not required to use this field. The service information field is limited to 255 characters.
- Enter the required information in the file.
- Ensure to save the file to a location you can easily find.
- Return to the Import screen and click Upload CSV.
After you import the CSV, the tool will automatically import the numbers, and they will appear in the number list in the Sub Account tab.
Note: Once a number is assigned to a sub account, the sub account administrator must release the number from their account back into the free number pool before you can remove it. You cannot delete a number that is assigned to a sub account.
How to assign a free number to a sub account
If you added a number to the free number pool but didn't assign it to a sub account, you can assign the number later.
- Add a number to the free number pool.
- In the Sub Account tab, to the right of a number you want to assign, click the ellipsis
, then click Assign.
A pop-up window will appear. - In the window, to the right of Assign To, click the dropdown and select the sub account to assign the number to.
- To the right of SIP Trunk Name, click the dropdown and select the SIP trunk name.
- (Optional) In the Billing Reference ID field, enter details if you require it.
- (Optional) In the Service Info field, enter details if you require it.
Note: This field is a descriptive field shown in the sub account under that number and has no bearing on number routing at all.
Note: Once a number is assigned to a sub account, the sub account administrator must release the number from their account back into the free number pool before you can remove it. You cannot delete a number that is assigned to a sub account. At that point, the sub account administrator must manage and assign the number to an end user.
How to return numbers to the provider’s master account
When a sub account no longer needs a phone number or would like a number removed, they must first release the number from their sub account. They can only do so if the number is not assigned to a user.
Unassign phone numbers as a sub account owner/admin
- Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
- In the navigation menu, click Number Management then Phone Numbers.
The customer admin will see all of the numbers provisioned into their account by the master account in the Phone Numbers tab. The Assigned to column will display numbers that are assigned to a user or free (unused). The numbers provided by cloud peering partners will appear as BYOC - Cloud with the carrier name listed under it in the Source column. - Click the number that you want to manage.
You will be directed to the phone number settings. - On the phone number settings page, next to the Assigned To field, click Unbind.
A confirmation window will appear. - In the window, click Unbind.
Note: This action will affect the delegation associated with the number.
In the Phone Number tab, the Assigned to column will be blank. This number will move from the Assigned state to an Unassigned state.
Delete phone numbers
- Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
- In the navigation menu, click Number Management then Phone Numbers.
The customer admin will see all of the numbers provisioned into their account by the master account in the Phone Numbers tab. The Assigned to column will display numbers that are assigned to a user or free (unused). The numbers provided by cloud peering partners will appear as BYOC - Cloud with the carrier name listed under it in the Source column. - To the right of a number you want to delete, click the ellipsis
, then click Delete.
A confirmation window will appear. - In the window, click Delete to release that number.
The number will disappear from the phone number page of this sub account.
How to unbind a number from the sub account
After you return numbers to the provider’s master account, you can unbind that number from the sub account to delete or reassign it to another account.
- Access sub accounts in the Provider Portal.
- View the number that was returned to the provider.
Note: Under the Number Post Status column, the status will display as Returned. - To the right of the returned number, click the ellipsis
, then click Unbind.
A confirmation window will appear. - In the window, click Unbind.
The number will be returned to the free number pool. At this point, the provider can opt to assign the number to a sub account or delete the number from the platform altogether by using the options in the ellipsis menu
.