Zoom Phone India KYC process

Why is KYC necessary in India?

Zoom India is a unified license holder. Zoom is offering basic telephony services coupled with the Zoom PBX application. The Department of Telecommunications in India mandates the licensed service provider to collect a set of information during customer acquisition. Gathering customer information and validating customer identity is mandatory before a licensed service provider offers numbers or any equivalent regulated service to the customers.

Customer qualification for the KYC process

Customers served with Zoom Phone India services (native and/or BYOC) from India data centers.

A. Customer KYC for native services

Customer KYC for native services is required for one customer address per circle. The Number Management team will play a key role in gathering, validating, and stitching all the customer information into CAF form.

Native_KYC initiation: The Customer KYC process is initiated with the creation of business address in the Number Management tab. The customer will be asked to submit various supporting documents for review during the business address creation journey. A ServiceNow ticket will be generated and assigned to Zoom’s operation team post business address creation. The address will be in a verification pending state, which eventually will be changed into Verified state once the KYC process is successfully completed.
Customer Application Form (CAF) preparation: The Zoom Phone Number Management team will put together all the customer information (including uploaded proofs) gathered through Online and Offline way and generate the CAF.
1. KYC Information collection and management: Information required to prepare the CAF will be gathered through Online and Offline way.
  1. Online through the business address creation page
    1. ID proof of authorized signatory
    2. Entity ID proof: Business registration certificate or company incorporation certificate awarded by the Ministry of Corporate Affairs (MCA). Learn more about how to get the Company/LLP master data from the MCA website.
    3. Authorization letter: If an authorized signatory is the director of the company, then the company/LLP master data from the MCA website can be considered as an authorization letter. Otherwise, the board resolution needs to be supported as an authorization letter.
    4. Address proof: Fixed line/leased line/broadband bill, and so on.
    5. Authorized signatory details: Name, email address, contact, and passport size photo.
  2. Offline through manual interaction between Zoom’s Number Management team, customer admin, and customer-authorized signatory.
    1. Customer’s registered entity: GST, PAN, TAN, and billed-to address.
  3. Physical address verification: Lat-long of customer address along with the date of physical verification.
  4. Account executive-specific information
2. CAF Signing by Customer authorized signatory:
  1. The Zoom Number Management team will trigger the email to the customer's authorized signatory with CAF as an attachment.
  2. The customer-authorized signatory will sign the CAF through their digital signature and send it back to the Zoom Number Management team.
  3. The CAF should only be signed with the customer's digital signature certificate (DSC). Class 1/2/ 3 DSC can be used for this signing.
    Learn more about details on DSC and FAQs associated with it.
3. CAF Signing by Zoom’s Nodal Officer:
  1. The Zoom Number Management team will share the customer-signed CAF with the nodal officer for further signing from the Zoom side.
4. CAF Storage for Department of Telecom (DoT) audit:
  1. Signed CAF and associated documents:
    - Will be stored within India for future audit requirements.
    - Will be maintained for all the active customers.
    - Will be kept for 3 years after a customer is deactivated or disconnected.

B. Customer KYC for BYOC services

Customer KYC for BYOC services is required for one customer address per SDCA and per BYOC SIP trunk. The Number Management team will play a key role in gathering, validating, and stitching all the customer information into the BYOC supplementary form.

BYOC_KYC initiation: The BYOC KYC process will kick start with an Asana ticket, which will be created by a Sales engineer for the BYOC trunk creation. The Asana ticket will have the following information:
Note: The Asana ticket workflow will have an approval task for the Number Management team.
- Customer SBC IP address
- Site address
- SDCA code
- A ServiceNow ticket created for emergency address verification
BYOC Supplementary Form (BSF) preparation: The Zoom Phone Number Management team will collect the telecommunication service providers' invoices who are offering BYOC numbers to the customer. The team will prepare the BSF and get it signed by customer-authorized signatories through a digital signature certificate, Steps 2, 3, and 4 of CAF preparation will be followed subsequently.

C. End-user KYC

Information for User Extension: Zoom needs to collect the following end-user information and validate it against the Govt database for all Zoom Phone India users.
- End User Name
- End User Email ID
- PoI type
  Note: Only the document type needs to be updated, such as the Aadhaar card, PAN card, driving license, and voter ID card.
- PoI number
  Note: Only the document number needs to be updated.
- User address
  Note: The user address can be anywhere from India.
Information management for non-user Extension (e.g., CAP, AR, and CQ): Customer legal entity name, company ID type, and number and site address will be automatically used for Zoom extensions that are not assigned to the users (e.g., common area phone, auto receptionist, call queue, and shared line group).
End user information collection and management: Information will be collected directly from the end user and validation will be done on a near real-time basis. Once users are assigned a Zoom Phone India license, they will get the KYC link on their Zoom page (under the Personal section within the setting of the Phone tab). Users will also get the email notification which will redirect them to the KYC link.
Once a user clicks on the KYC link they will be redirected to Zoom’s KYC partner, who will then complete the KYC for the user.
- Proof of identity: The user may use one of the following options to complete their KYC:
  - Aadhar card: Both Zoom and their KYC partner (i.e., Equal) will not handle user personal information. Users will be redirected to the DigiLocker website and asked to submit their Aadhar card number on the DigiLocker platform. Zoom will get a masked Aadhar number once the user's Aadhar number is verified on the DigiLocker platform.
  - PAN card: Users need to enter a PAN card along with their name. Zoom will get the PAN card verified through the Income Tax of India.
  - Driving licenses: Users need to enter their driving license number and date of birth. Zoom will get the driving license number verified through the Ministry of Road Transport and Highway.
  - Voter ID card: Users need to enter a voter ID number. Zoom will get it verified through the Election Commission of India.
- Address: Users will be prompted to enter the address on equal SDK.
Monthly activation/deactivation report for Zoom Phone numbers: All the Zoom Phone user activation and deactivation transactions that happen over the month will be consolidated into a monthly Activation/Deactivation report and sent to the customer admin for their information on the 1st of every month. The customer admin is expected to open a support ticket within 5 days of receiving this report if they see any gaps in the activation/deactivation of their users.
Note: End-user personal identification information (i.e., Aadhar, PAN card, and address) will not be part of this report.

How to get the Company/LLP master data from the MCA website

Sign in to the MCA website.
At the top of the page, access MCA Services, then click Master Data, and click View Company or LLP Master Data.
Enter the company name or CIN and click Submit.
Print the Company/LLP Master Data.