Managing phone number details in Number Management

Account owners and admins can manage telephone numbers details for Zoom Contact Center, Zoom Phone, and Zoom Meetings through the Number Management section in the Zoom web portal. This feature provides admins with a unified experience across Zoom products, ensuring consistent control over access and roles.

Requirements for managing phone number details in Number Management

• Account owner or admin privileges
• A license for the product you want to manage in Number Management:
  • Zoom Contact Center license
  • Zoom Phone license: Zoom Phone Pro, a Zoom Phone calling plan, or Zoom Workplace bundles containing Zoom Phone
  • Zoom Meetings paid license with Audio Conferencing add-on

How to manage phone number details in Number Management

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 Phone Numbers.
3. Click the phone number you want to manage.
4. View and update the following information:
   • Under General Info, view and update the phone number's details:
     • Status: Indicates the current state of the number.
       
       • Normal: This status means the number is active.
       • Pending: This status means the number is not active and is awaiting completion of other transactions. Hover your cursor over the question mark icon for details on why it's pending.
     • Source: Indicates the origin of the number.
       • Zoom: The original number within Zoom's system.
       • Zoom - Ported: The number that was ported into Zoom via a Port-In Order.
       • BYOC - Premises: The number owned by the customer through a third-party carrier and uploaded to the customer Zoom account by the customer.
       • BYOC - Cloud: The number provided to the customer via certified Zoom partner and uploaded to the customer Zoom account by the partner.
     • Area: The associated area for the phone number's area code.
     • Number Type: Indicates the type of the number, which includes Toll, Toll-free, Virtual Service, and Mobile.
     • Migrate to BYOC - Premises/BYOC - Cloud: Bulk-enable Zoom numbers to be migrated to BYOC - Premises or BYOC - Cloud.
     • Capabilities: Displays the inherent capabilities of the number and its current configuration.
       • Incoming Call: Select the checkbox to enable or disable this feature. The color-coded status reflects the current call status:
         • Black solid icon : This means the number is properly configured to receive incoming calls.
         • White icon with black outline : This means the number is capable but not configured or admin disabled in phone details to receive calls.
       • Outgoing Call: Select the checkbox to enable or disable this feature. The color-coded status reflects the current call status:
         
         • Black solid icon : This means the number is properly configured to make outgoing or receive incoming calls.
         • White icon with black outline : This means the number is capable but not configured or admin disabled to make or receive calls.
       • Messaging: Indicates whether the number supports messaging.
         • Choose a campaign or create a campaign. Learn more about creating an SMS campaign.
           Notes:
           • If you choose an existing campaign, you must complete a Letter of Authorization (LOA) form by clicking Continue to LOA.
           • You must complete the verification process to enable the messaging capability. When adding numbers to campaigns, ensure that you only assign numbers on which you intend to use SMS with Zoom. If you add a number where SMS is currently handled by a third-party provider, the SMS functionality will switch over to Zoom.
         • The color-coded status reflects the current messaging status:
           • Red messaging icon : Indicates there is pending activity that the admin needs to complete before they can start messaging.
           • Yellow messaging icon : Indicates the number is allowed to send a message, but with restrictions.
           • Black messaging icon: Indicates the number is active with no limitations or restrictions.
             Note: No icon indicates the number is not capable of supporting messaging.
       • Emergency Call: Displays if the phone number's emergency call capability is active or inactive.
       • PCIPal: Indicates the number is configured for PCIPal. Select or deselect the checkbox to enable or disable this feature.
       • Call Authentication: Select Enable or Disable for the call authentication integration feature, which allows customers to use TransUnion’s Spoof Call Protection and Branded Calling features.
   • Under Product Info, view and update the phone number's details:
     • Product: Specifies which Zoom product the number is allocated to. Click Edit to manage the phone numbers' product.
       Notes:
       • If the number is in the assigned state, changing product allocation will unassign it from its current assignment.
       • You will be unable to switch products for the number if the number has not been migrated to the common platform yet. Please create a ticket by selecting Zoom Phone Number Porting for Zoom to review the case.
     • Site: Displays the associated site for the phone number.
       Note: Sites only apply to Zoom Phone.
     • Caller ID Name: Set the caller ID name for the selected number. When an outbound call is placed using a number as the Caller ID, the Caller ID Name, along with the number, will be displayed to the calling party.
       Notes:
       • The display of the Caller ID name is subject to carrier support. This is a "best effort" service with limitations. Zoom reserves the right to decline publishing names that are inappropriate or misrepresent your business identity.
       • The caller ID name is supported only in the US and Canada. It does not apply to toll-free numbers. Phone service providers publish caller IDs at different times and may not immediately show your caller ID name to recipients. Zoom reserves the right to decline publishing caller ID names that are inappropriate or misrepresent your business identity.
     • Assigned To: This shows where the number is currently used within a product. Click Edit to edit the assigned extension/user, or click Unbind to unbind the phone number from the assigned extension/user.
       Note: For Zoom Contact Center, the number can be assigned to queues or flows.
     • Emergency Address: Displays the phone number's emergency address.