BYOC-P: Migration of Twilio Elastic SIP Trunking customers

Over the next few months, Zoom will be moving Twilio BYOC-P connections to new data centers. You will need to make some changes to your SIP Groups to redirect calls to these new data centers.

To ensure a seamless transition, please follow these essential steps:

1. Migration to Number Management: At this stage, customers should be migrated to the consolidated Number Management. To confirm completion, check for the new Number Management feature in the left navigation menu.
2. Zoom provisioned Twilio Route Groups: Zoom will establish the Twilio Route Groups originating from the new Zoom data centers.
3. Migrate calling from Zoom to Twilio to leverage the new data centers:
   • Add new IP addresses to Twilio's "IP access control lists" - This action enables calls from the new Zoom data centers to be routed to your account.
   • Migrate the SIP Group in the Zoom admin portal to connect with the new Route Groups provisioned by Zoom.
4. Migrate calling from Twilio to the new Zoom data centers: Update the "Origination URIs" with IP addresses directed to the new Zoom data centers.

Migration to Number Management

Zoom is transitioning to a unified number management system shared across multiple Zoom products. This transition will enable customers to adopt various Zoom products that require phone numbers easily.

Customers must migrate to the Number Management user interface as part of this process. This migration is necessary for managing and provisioning BYOC trunks as well as managing BYOC and native phone numbers.

Check your enrollment in Number Management

After you sign in to the Zoom web portal as an admin, Number Management will appear as an option in the left navigation menu. This enhanced user interface for number management enables you to oversee both Zoom native phone numbers and BYOC phone numbers.

If the Number Management option is not visible, the account has not been updated for the Number Management experience. Accounts that have not updated to the Number Management experience will have the following message banner displayed in the web portal: Update available. This update provides enhancements to the Phone Number Management experience and related features.

Notes:

• The Update action in the message banner can only be executed by users listed as Phone Super Admin with Phone Number edit permission for Zoom Phone and Admin with Phone Number edit permissions for Zoom Contact Center for the account.
• Granular permissions for Number Management are unavailable and will be introduced in the future.

When clicking Update in the message banner, the admin will be prompted with a few enablement information prompts. Make sure to read through the prompts. Migrating to the new service may take up to a few minutes; during that time, changes cannot be made to phone numbers or number assignments. Your account's voice and SMS traffic for already-configured phone numbers will not be impacted.

Learn more about using Number Management for managing phone numbers.

Zoom provisioned Twilio Route Groups

Zoom will pre-provision the Route Groups that will be pointed to different Twilio regions around the globe. Customers are requested to use these new Route Groups moving forward. The new route groups can be viewed as follows:

Manage Route Groups

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 BYOC Configuration.
3. To the right of Route Groups, click Manage.
4. Click the Zoom Phone tab.
5. The new Twilio Route Groups will be added with the suffix "Migrated" appended to their names. The naming convention for these Route Groups follows the structure outlined below.

Note: XXXXXXX - will be replaced with the Zoom account number

Please note that access to Twilio Route Groups will be restricted based on the regions currently configured in your account.

Route Group Migration

The migration of Twilio Route Groups can be implemented in phases by separating inbound (to Zoom) and outbound (from Zoom) calling.

Migrate calling from Zoom to Twilio to leverage the new data centers

Customers can migrate outbound calling from Zoom to Twilio to use the new data centers by following the below steps:

IP Access Control List updates on Twilio

1. Sign in to the Twilio Console as an admin and navigate to the Elastic SIP Trunking section.
2. Select IP access control lists and find the IP access control list currently in use for Zoom Phone.
3. Enter the IP addresses listed below into their corresponding IP access control lists if multiple access control lists for Zoom Phone are present.

To locate the IP access control list in use, navigate to Trunks and select a trunk configured for Zoom Phone. Select Termination from the left navigation pane for the Zoom Phone trunk and scroll down to the Authentication section. Note the IP access control list name and, if applicable, repeat these steps for all existing Zoom Phone trunks.

Existing IP addresses must be retained until the migration of all phone numbers to the new SIP Groups is completed according to the steps outlined below.

Update SIP Groups to point to new Route Groups

After updating the IP access control lists, the existing SIP Groups can be updated with the new Route Groups to route calls from Zoom's new data centers to Twilio.

It is advisable to conduct a test phase with the new SIP Groups to verify that calls are routing correctly before proceeding.

Manage SIP Groups

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 BYOC Configuration.
3. To the right of SIP Groups, click Manage.
4. Select the Zoom Phone tab.
5. Click the Edit button on the right to modify the SIP Group assigned to the existing Twilio Route Groups, then select the appropriate Twilio Route Group according to the region.
6. At this point, all phone numbers associated with these SIP groups will have their calls routed through the new Zoom data centers.
7. (Optional) Create a new SIP Group for testing purposes before modifying any SIP Groups currently in production:
   1. In the top-left corner, click Add to add a SIP Group.
   2. Enter a Display Name that will be used to identify the SIP Group.
   3. Click the Route Group dropdown and select the appropriate Twilio BYOC Route Groups.
   4. Repeat steps 7-9 to create multiple SIP Groups as needed.
8. Once the SIP groups have been created, update phone numbers to use these new SIP groups:
   1. In the navigation menu, click Number Management, then Phone Numbers.
   2. Click on the phone number you want to update the SIP Group.
   3. Next to the Source, click Edit and select the appropriate SIP Group created in the previous steps.

Migrate calling from Twilio to the new Zoom data centers

The following steps will ensure call routing to new Zoom data centers. These steps should be executed during a scheduled maintenance window.

1. Sign in to the Twilio Console as an admin and navigate to the Elastic SIP Trunking section.
2. Click on Trunk and select the appropriate Zoom Phone trunk that requires updating.
3. Click on Origination from the left navigation pane and update the Origination URI information.
   The priority value determines the algorithm used for outbound calling from Twilio to Zoom. A lower number represents the highest importance and will be used for calling. The following table depicts the values that need to be configured.

It is important to note that the termination URIs must remain unmodified during this change. These URIs serve as mapping links between Zoom and Twilio accounts, and any alterations will consequently result in call failures.