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.

How Zoom Phone India customers can complete the KYC process

Customer KYC for India customers is conducted based on both the compliance address and business address. For address creation details, please refer to the business address addition in Number Management. Customers who wish to use Zoom's native mobile numbers must create a compliance address for KYC verification, while customers who want to use Zoom Phone as BYOC can opt creation of a business address for KYC verification.

How to create and verify the compliance address

Compliance address

A compliance address is a distinct address type that serves specific regulatory requirements:

• When adding Zoom Phone (ZP) users in India sites, the city specified in the address must align with the city of the ZP India site before administrators can proceed with user addition. If users need to be added to a different city than their compliance address, they may establish a business address for that particular city.
• When ordering Zoom Phone India numbers, the circle designation is determined by the state and city combination used in the compliance address. Since numbers are circle-specific, a compliance address must be established for each respective circle.

Documentation requirements for the compliance address

1. Address proof that corresponds to the address being used as the compliance address.
   Note: This address will be physically verified by Zoom.
2. Local contact name and phone number who can be reached at the provided address.*
3. Authorized signatory details: Name, e-mail, Contact, ID proof, Passport Size Photo*, and authorization letter for authorized signatory.
4. Customer’s registered entity details: Name, GST*, uploaded company certification of incorporation/charter documents as customer legal entity proof.

*Collected offline through a ServiceNow ticket.

All this information will be collated into the Customer Application Form (CAF) and sent to the customer's authorized signatory for signature. Signed CAF will be stored at Zoom for further auditing purposes by the regulatory authorities.

User KYC for authorized signatory

The Department of Telecommunication (DoT) mandates Zoom to perform the user KYC of the authorized signatory before Zoom offers mobile numbers to customers.

The authorized signatory will receive a KYC verification link via email at the email address provided during the compliance address creation process. This link will direct them to the end-user KYC SDK, where they can complete their verification. Learn more about the user KYC process.

Frequently asked questions about the compliance address

How is the compliance address verified by Zoom?

All information collected through compliance address creation and physical site verification is consolidated into a Customer Application Form (CAF), which is then forwarded to the customer's authorized signatory for signature. The signed CAF is subsequently stored at Zoom for future auditing purposes by regulatory authorities.

How does the CAF need to be signed by a customer-authorized signatory?

The CAF needs to be signed by the authorized signatory with their Digital Signature Certificate (DSC) only. The DSC used for signing the CAF should be issued by Indian government-approved vendors. The MCA website has more information on DSC and the list of government-approved vendors.

Frequently asked questions about physical address verification

Is physical verification of the compliance address mandatory before it is verified by Zoom?

Yes, physical address verification is mandatory by the Department of Telecom before Telecom service providers offer numbering resources to the enterprise customers. 

Zoom has engaged a third-party vendor to physically visit this address and validate the customer entity's presence at this location. The vendor's executive will visit the address and gather artifacts that prove the customer's presence, such as the customer entity name listed in the directory of companies within a specific IT park and the company's signage board. All these artifacts, along with latitude-longitude coordinates and timestamps, will then be submitted to Zoom as part of the site visit report.

When is this physical verification scheduled?

The verification will be scheduled once the customer creates and submits the compliance address for ZPI, and Zoom verifies the address proof of the compliance address.

Does the contractor have to enter the facilities or just validate that the business is physically present at that address?

Zoom's contractor will just validate the business presence at this address.

Who needs to be present at the customer's compliance address to support this physical verification?

The presence of local customer contact is not mandatory. However, if required contractor may call a local person to seek his help.

For specific circles, we utilize the contact person from the Salesforce (SFDC) opportunity; however, when the SFDC contact is non-Indian, we obtain the local contact person's name and phone number through a ServiceNow ticket, which is created during compliance address creation.

How long does this visit take, and what can customers expect to be prepared for or participate in?

The customer is a passive party during this verification; they don't have to do anything.

Does the local contact need to be prepared with local copies of any documents provided throughout the KYC process?

Physical verification of the customer's compliance address does not require any documents to be collected from the on-site customer.

How to manage the business address

A business address is a distinct address type. The approved business address is required when:

• Adding Zoom Phone users to Zoom Phone India sites, as the city specified in the address must correspond with the city of the ZP India site, before administrators can proceed with user addition.

The following documents are required to create a business address. The Zoom team will verify these documents before approving the business address:

• Address proof that corresponds to the address being used as the business address.
• Authorized signatory ID proof and authorization letter for the authorized signatory.
• Company certification of incorporation/charter documents as customer legal entity proof.

End-user KYC

1. When the end user KYC will be triggered: End user KYC will be triggered once Zoom India mobile numbers are assigned to the users. Users will get the KYC link on their Zoom page (under the Personal section within the Phone tab settings). 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.
2. 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.
   
   1. Proof of Identity: User may use one of the following options to complete their identity verification. Identity verification will be done in real time, irrespective of the identity type selected by the user.
      • Aadhar card: For user privacy protection, both Zoom and its KYC partner, Equal, will not directly handle personal information. Instead, users will be redirected to the Digilocker website to submit their Aadhar card number. Once the Aadhar number is verified on the Digilocker platform, Zoom will receive only a masked version of the number.
      • Driving licenses: Users need to enter their driving license number and date of birth. Zoom will verify the driving license number through the Ministry of Road Transport and Highways.
   2. Live Video and Face Capture: Users must record a 10-second live video and take a photo. Zoom will compare this photo with the user's Government ID photo. If the user's live photo doesn't match their Government ID photo in the database, their KYC application will be placed in a pending state for further verification and eventually rejected by Zoom's operations team.
   3. Address: Users will be prompted to enter the address on the equal SDK.
   4. Name match: Zoom will compare the user name from the Govt ID with the user's name configured on the Zoom platform. If the names don't match, the user will be prompted to update their platform name to match their government ID name. The user's KYC verification will remain in a pending state until the names are successfully matched.
3. 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).
4. Monthly activation/deactivation report for Zoom Phone numbers: All 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 first day 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, driving license, and address) will not be part of this report.