Enabling or disabling cellular companion for Zoom Phone

Cellular Companion is a feature that keeps your Zoom Phone calls connected when you're in a low-data or poor Wi-Fi area. When the mobile app detects a weak data connection, it automatically switches your active call to your carrier's voice channel — without dropping the call. Zoom uses temporary relay numbers to bridge the connection, so your caller ID, call recordings, and call logs stay consistent with Zoom Phone.

Learn more about switching a call to your phone carrier and troubleshooting switching a call to your phone carrier.

Requirements for enabling or disabling cellular companion for Zoom Phone

• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan with Pay-As-You-Go (PAYG) billing enabled
• Account owner or admin with edit privileges

Limitations of cellular companion for Zoom Phone

• Cellular companion is supported in the following countries: U.S., Canada, UK, Australia, and Singapore

How to enable or disable cellular companion

Admins can enable cellular companion at the account, site, group, or user level from the Zoom web portal.

Account

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Settings .
4. Click Zoom Phone.
5. Under General, click the Mobile switch to carrier toggle to enable or disable it.
6. Check the Cellular companion (used for incoming and outgoing calls) box to enable the feature.
   Note: If the Cellular companion box is not checked, users can still switch an active Zoom Phone call to their mobile carrier when data or Wi‑Fi is weak, but they won’t be able to make or receive Zoom Phone calls directly through their mobile carrier’s dialer or number.
7. Click Save.
8. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Site

1. Sign in to the Zoom web portal as an admin with the privilege to edit sites.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then click Phone system followed by Company Info.
4. Click the Policy tab.
5. Under General, click the Mobile switch to carrier toggle to enable or disable it.
6. Check the Cellular Companion (used for incoming and outgoing calls) box to enable the feature.
   Note: If the Cellular companion box is not checked, users can still switch an active Zoom Phone call to their mobile carrier when data or Wi‑Fi is weak, but they won’t be able to make or receive Zoom Phone calls directly through their mobile carrier’s dialer or number.
7. Click Save.
8. (Optional) To prevent all users in the site from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.

Group

1. Sign in to the Zoom web portal as an admin with the privilege to edit group settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Users then Groups.
4. Locate then click the desired group name.
5. Click Edit product settings.
6. Click the Zoom Phone tab.
7. Under General, click the Mobile switch to carrier toggle to enable or disable it.
8. Check the Cellular Companion (used for incoming and outgoing calls) box to enable the feature.
   Note: If the Cellular companion box is not checked, users can still switch an active Zoom Phone call to their mobile carrier when data or Wi‑Fi is weak, but they won’t be able to make or receive Zoom Phone calls directly through their mobile carrier’s dialer or number.
9. Click Save.
10. (Optional) To prevent all users in the group from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Note: If the option is grayed out, it has been locked at the account or site level and needs to be changed at that level.

User

1. Sign in to the Zoom web portal as an admin with the privilege to edit user settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then click Phone system followed by Users & Rooms.
4. Locate then click the user's name.
5. Click the Policy tab.
6. Under General, click the Mobile switch to carrier toggle to enable or disable it.
7. Check the Cellular Companion (used for incoming and outgoing calls) box to enable the feature.
   Note: If the Cellular companion box is not checked, users can still switch an active Zoom Phone call to their mobile carrier when data or Wi‑Fi is weak, but they won’t be able to make or receive Zoom Phone calls directly through their mobile carrier’s dialer or number.
8. Click Save.

Note: If the option is grayed out, it has been locked at the account or site or group level and needs to be changed at that level.