Troubleshooting the duplicate number issue for Number Management
Zoom Phone (ZP) and Zoom Contact Center (ZCC) have moved to a new Number Management service, which customers have migrated to. In some cases, the migration to this service is not complete due to the customer account having one or more than one number duplicated in ZP and ZCC. The same number in both ZP and ZCC is not supported. These can be native or Bring Your Own Carrier (BYOC) numbers.
The likely reasons for the same number in both products are:
- The customer was likely doing testing and did not delete the number from the product where it was not in use.
- The customer had the number in one product that they moved to another but did not delete from the previous one.
- The customer needs the same number in both products because they are using it as outbound CLI in both products, even when inbound comes to only one product.
How to reconfigure customer accounts for outbound CLI in Number Management
This refers to customer accounts that previously had phone numbers from different products configured as their outbound Caller Line Identification (CLI). These numbers were added through non-standard methods (workarounds) and encountered issues during the system's migration to a new Number Management platform.
For example, an account using a phone number from Product A as their outbound CLI, when the number was originally meant for Product B. The issue specifically affects:
- Numbers that were provisioned through unofficial methods
- Numbers that failed to properly transfer during the migration process
- Numbers that are duplicates of existing native numbers in the system
These accounts must be reconfigured using the supported feature set to ensure proper functionality in the Number Management system.
Implement next steps
The next steps require:
- Identify which product is primary and which is secondary for the phone numbers.
- Follow proper migration steps to move numbers to Number Management.
- Use supported features instead of workarounds for outbound CLI configuration.
The goal is to transition from temporary workarounds to officially supported Number Management features to ensure proper functionality.
How to use numbers and migrate to Number Management
Migrate to Number Management when the duplicate number is native
When the duplicate number is a native number, Zoom supports configuring native numbers as outbound CLI between ZP and ZCC as per the following criteria:
| Product | Number from | Allowed numbers |
|---|
| Setting outbound CLI in Zoom Phone | Using Zoom Phone native numbers | Numbers assigned to auto receptionist (AR), call queue (CQ), shared line group (SLG) |
| Using Zoom Contact Center native numbers | Any numbers in assigned state |
| Setting outbound CLI in Zoom Contact Center | Using Zoom Phone native numbers |
Numbers assigned to AR, CQ, SLG (for default outbound caller ID and queues)
Numbers assigned to User, AR, CQ, SLG (for outbound campaigns)
|
| Using Zoom Contact Center native numbers | Any numbers in assigned state |
Use numbers and migrate to Number Management
Follow these steps to start using numbers and migrate to Number Management:
- Identify which is the primary product and secondary product:
- Primary product: Where the number is used for both inbound and outbound.
- Secondary product: Where the number is used for only outbound.
- Temporarily delete the number from the secondary product from the UI available.
Notes:
- Please note and take into account the temporary disruption of service it will cause for outbound CLI in the secondary product.
- The deletion can be performed either from the Phone Number page as part of the product menu; or, if the product is migrated to Number Management, use the Phone Number page of the Number Management menu.
- Migrate the product that previously failed to migrate to Number Management.
- If ZCC is the product that did not migrate, view the update banner and click it to try again.
- If ZP is the product that is not migrated, then raise an enablement ticket to "rollback" and "Send Update Banner" again for the customer account for customers to click and migrate to Number Management. Alternatively, customers can also raise a ticket and request Zoom to "rollback" and "Migrate on their behalf" directly without sending the "Update banner".
- Once the number is deleted and the interface is migrated to Number Management, as an admin, configure the number again as outbound CLI.
This time, the number will be configured as outbound CLI in a supported fashion without the previous workaround.
Migrate to Number Management when the duplicate number is a BYOC Number
When the duplicate number is a BYOC number, Zoom supports configuring BYOC numbers as outbound CLI between ZP and ZCC as per the following criteria:
- BYOC number belonging to any country is supported.
- BYOC number with any number type is supported.
- BYOC number in assigned state is supported. Unassigned numbers are not supported.
- BYOC numbers that are assigned to a "Common" SIP Group only are allowed.
| Product | Number From | Allowed Numbers |
|---|
| Setting outbound CLI in Zoom Phone | Using Zoom Phone BYOC numbers | BYOC numbers assigned to auto receptionist (AR), call queue (CQ), shared line group (SLG) |
| Using Zoom Contact Center BYOC numbers | Any BYOC numbers in assigned state |
| Setting outbound CLI in Zoom Contact Center | Using Zoom Phone BYOC numbers | BYOC numbers assigned to User, common area phones (CAP), AR, CQ, SLG (for default outbound caller ID, queues, and outbound campaign) |
| Using Zoom Contact Center BYOC numbers | Any BYOC numbers in assigned state |
Use numbers and migrate to Number Management
Follow these steps to start using numbers and migrate to Number Management:
- Identify which is the primary product and secondary product:
- Primary product: Where the number is used for both inbound and outbound.
- Secondary product: Where the number is used for only outbound.
- Do not delete the number yet. In parallel, start building the BYOC Common trunks, which is also required as part of the BYOC Trunk Migration activity:
- Verify that the feature is enabled by:
- 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 search for the presence of BYOC Configuration.
- Using these menus, customers can create "Common" Route Groups and "SIP Groups". Learn more about migrating BYOC trunks to Zoom Data centers.
- Once "Common" trunks are built and tested, start removing these duplicate numbers (as explained below).
- Temporarily delete the number from the secondary product from the UI available.
Notes:
- Please note and take into account the temporary disruption of service it will cause for outbound CLI in the secondary product.
- The deletion can be performed either from the Phone Number page as part of the product menu; or, if the product is migrated to Number Management, use the Phone Number page of the Number Management menu.
- Migrate the product that previously failed to migrate to Number Management.
- If ZCC is the product that did not migrate, view the update banner and click it to try again.
- If ZP is the product that is not migrated, then raise an enablement ticket to "rollback" and "Send Update Banner" again for the customer account for customers to click and migrate to Number Management. Alternatively, customers can also raise a ticket and request Zoom to "rollback" and "Migrate on their behalf" directly without sending the "Update banner".
- Assign the desired BYOC numbers of the primary product to this SIP Group using the "Common" Route Group.
- Configure the number in the secondary product again as outbound CLI.
This time, the number will be configured as outbound CLI in a supported fashion without the previous workaround.
How to configure outbound CLI from Zoom Phone and Zoom Contact Center
Admins can continue to set outbound CLI from Zoom Phone and Zoom Contact Center. From there, they can select numbers from either product based on the numbers allowed.
Note: Unassigned numbers are not allowed to be used as outbound CLI.
Configure outbound CLI from Zoom Contact Center
- Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
- In the navigation menu, click Contact Center Management then Preferences.
- Click the Account tab.
- Under General Settings, under the Outbound Default Caller ID setting, click Add/Edit, then Edit Number.
A pop-up window will appear with the Contact Center and Zoom Phone tabs. - To use a Zoom Phone number as CLI in Contact Center:
- Click the Zoom Phone tab.
- In the top-right corner, click + Add Zoom Phone Number.
The window will list all the Zoom Phone numbers that are allowed to be used as outbound CLI in Contact Center. - Select the phone numbers you want to use.
- Click Save.
These numbers will appear in the list of numbers that can be assigned as outbound CLI. - Click the number that is needed, then click Save.
Configure outbound CLI from Zoom Phone
- Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
- In the navigation menu, click Phone System Management then Users & Rooms.
- Click the Users tab.
- Click the user for whom you want to set the outbound CLI.
- Click the Profile tab.
- In the Outbound Caller ID section, under Customize Numbers, click Add.
A pop-up window will appear with the Zoom Phone and Zoom Contact Center. - In the window, click the Zoom Contact Center tab.
The window will list all the Zoom Contact Center numbers that are allowed to be used as outbound CLI in Zoom Phone. - Select the phone numbers you want to use.
- Click Save.
These numbers will appear in the list of numbers that can be assigned as outbound CLI.