Managing the Number Management Provider Portal

Provider Exchange partners can view their customers, manage customer accounts, and add or remove phone numbers linked to individual customers by using Zoom's management portal, Provider Portal. Provider Portal is a part of the Zoom admin web portal.

Notes:

• The Provider Portal is only visible under the Cloud Peering Provider's bound account, which manages all customers for that provider.
• Account owners and admins can define configurable attributes and values for cloud peering providers, enabling more flexible control over number usage through policy management. BYOC-C numbers support outbound CLI functionality across products when properly tagged for multiple concurrent calls and cross-product sharing. The interface includes bulk number removal through CSV upload, consolidated export capabilities with detailed account information including SIP trunk names and billing references, and automated export generation through the notification framework.

Requirements for managing the Number Management Provider Portal

• Zoom Contact Center license
• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan
• Zoom Phone toll-free license to obtain a toll-free phone number
• User assigned a calling package to be assigned a phone number
• Account owner or admin privileges

How to access customers in the Provider Exchange portal

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 Provider Portal.
3. Click the Provide Exchange tab.
4. Click the Customer tab.
   All customers will be listed under this tab. You can view the total number of customers, total phone numbers, customer names, customer account numbers, and customer status.
5. Click a customer name.
   You will be directed to the customer settings.

How to add phone numbers for customers

Once the provider has established commercial terms with a customer and has sold them the numbers they want to buy, providers can use this portal to upload the numbers. This provider is already connected to that customer account, and it matches the customer’s name shown previously. After the provider clicks a particular customer from the list, the provider can choose to upload numbers one at a time via the Add Number button.

Notes:

• The provider does not need to accept this connection request; when the customer grants the provider access to provision and manage numbers, they have access to do so.
• To understand the number status from the customer's settings on the Provider Portal:
  • When the number status is Normal or Pending, it means the following:
    • Normal: The phone number is active and usable.
    • Pending: The carrier has not activated the number because either the porting is pending or for other reasons.
  • The following Number Pool Status means the following:
    • In Use: The phone number was allocated to a customer.
    • Returned: The phone number was unassigned by the customer and returned to the carrier. The customer doesn’t want to use it.

Manually add a phone number for customers

Basic tab

1. Access a customer in the Provider Exchange portal.
2. Click the Numbers tab.
3. In the top-right corner, click Add Numbers to add phone numbers.
   A pop-up window will appear.
4. In the window, click the Basic tab.
5. Enter the following details:
   • Product: Enter the target product. You can only select Zoom Phone, Zoom Contact Center, or Unallocated (select Unallocated if your services can be used across Zoom Phone).
   • Phone Number: Enter a phone number.
     Notes:
     • You can choose to leave the number open to be allocated to either of the products. Once a number is allocated to a product by the partner, it cannot be changed or switched to another product by the customer. The partner will need to remove the number and re-upload it if the customer wants to use this number for another product. Allowed products are Zoom Phone and Zoom Contact Center.
     • Only the E.164 format is supported.
   • Number Type (Optional): Click the dropdown and select the number type.
     Note: If this field is empty, Zoom will automatically calculate the number type.
   • Number Status: Click the dropdown and select the phone number status.
   • SIP Trunk Name: Click the dropdown and specify the trunk name where the calls will be routed.
     Note: Partners with multi-region deployment may have multiple SIP Trunks.
   • Sub Account (Optional): Click the dropdown and specify the sub account.
   • Billing Reference ID (Optional): Enter the billing reference ID.
   • Service Info (Optional): Add helpful details about the service tied to the number (e.g., inbound calls only).
6. Click Save.

Customization tab

1. Access a customer in the Provider Exchange portal.
2. Click the Numbers tab.
3. In the top-right corner, click Add Numbers to add phone numbers.
   A pop-up window will appear.
4. In the window, click the Customization tab.
5. Enter the following details:
   • Voice and messaging capacity: Click the dropdown and specify the voice and messaging capacity. This allows this number to be restricted to a single user or enabled for any of the shared workflows.
     Note: Single CC is disabled when the product is Zoom Contact Center.
   • Voice direction: This setting defines which directions voice calls should be allowed. When Support for outbound dialer (high outbound call volume) is set to Yes, the Inbound only and Not Supported options are unavailable.
   • Messaging type capability: This setting will define if messaging is supported on this number through provider messaging peering.
   • Support for outbound dialer (High outbound call volume): This setting will control whether the number is allowed to be assigned to an Outbound dialer use case.
   • Support for Outbound CLI shared with another product: Allow this number to be used as a caller ID across all products. Requires multiple capacity settings and Outbound capability.
6. Click Save.

Use CSV import to add a phone number for customers

1. Access a customer in the Provider Exchange portal.
2. Click the Numbers tab.
3. In the top-right corner, click Import to import phone numbers through a CSV file.
   A pop-up window will appear.
4. In the window, click the Add Numbers tab.
5. Click CSV Sample to download a CSV sample file, then enter the following information in the file:
   Note: Maximum records must be less than 10000.
   • Product: Enter the target product, such as Zoom Phone, Zoom Contact Center, or Unallocated (select Unallocated if your services can be used across Zoom Phone).
   • Phone Number: Enter a phone number.
     Note: You can choose to leave the number open to be allocated to either of the products. Once a number is allocated to a product by the partner, it cannot be changed or switched to another product by the customer. The partner will need to remove the number and re-upload if the customer wants to use this number for another product. Allowed products are Zoom Phone and Zoom Contact Center.
   • Number Type (Optional): Click the dropdown and select the number type.
   • Number Status: Click the dropdown and select the phone number status.
   • SIP Trunk Name: Click the dropdown and specify the trunk name where the calls will be routed.
     Note: Partners with multi-region deployment may have multiple SIP Trunks.
   • Billing Reference ID (Optional): Enter the billing reference ID.
   • Service Info (Optional): Add helpful details about the service tied to the number (e.g., inbound calls only).
6. Click Upload CSV to upload the file you just created.

How to view customer phone numbers

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.
   The customers' phone numbers will appear.

How to edit phone numbers for customers

Notes:

• If a phone number has a Normal number status, you can change the Billing Reference ID, SIP Trunk Name, and Service Info fields but not the number itself or the number status.
• If a phone number has a Pending number status, you can change the number status to Normal.
• You cannot edit a phone number. You must remove them and then re-add them.

1. Access a customer in the Provider Exchange portal.
2. Click the Numbers tab.
3. To the right of the number you want to edit, click Edit.
   A pop-up window will appear.
4. In the window, edit the phone number details, then click Save.

How to remove phone numbers for customers

Note: If a number is assigned to the customer account, it cannot be deleted. The customer must unassign and delete the number so that it is in the returned status before the provider can delete it.

1. Access a customer in the Provider Exchange portal.
2. Click the Numbers tab.
3. To the right of the customer phone number you want to remove, click Delete.
   A confirmation window will appear.
4. In the window, click Delete.
   Note: Any product and assignment associated with the numbers will be removed, and licenses associated with the numbers will become available.

How to import customer number data

1. Access a customer in the Provider Exchange portal.
2. Click the Numbers tab.
3. In the top-right corner, click Import, then click from the following options:
   • Click the Add Numbers tab to batch import phone numbers for Zoom.
   • Click the Update Numbers tab to batch import phone numbers for Zoom.
   • Click the Delete number tab to upload the number you want to delete.
4. Click CSV Sample to Download and fill out the sample CSV file.
   Note: Max records must be less than 10000.
5. Click Upload CSV to upload the completed CSV sample file.

How to export customer number data

1. Access a customer in the Provider Exchange portal.
2. Click the Numbers tab.
3. In the top-right corner, click Export, then click from the following options:
   • Export list data
   • Export update template with data

How to remove a provider from the customer account

Note: If a customer tries to remove a provider while numbers are still provisioned, they receive an error message.

For a customer to remove a provider from their account, the customer must unassign all the numbers that were provided by this partner. Then, the provider must delete those numbers from the Provider Portal account before the customer can request to be disconnected. After this is done, from the customer account, follow these steps:

1. Sign in to the Zoom web portal as a customer admin with the privilege to edit account settings.
2. In the navigation menu, click Number Management then Provider Exchange.
3. At the top of the page, sort and filter the Provider Exchange results:
   • Click the Select Country/Region dropdown and select a country.
   • Use the search bar to search by provider name.
4. To the right of the provider exchange partner you want to manage, under the Status column, click Connected.
   A pop-up window will appear.
5. In the window, to the left of Advanced, click the down arrow to expand the section.
6. Click Disconnect Provider.
   A confirmation window will appear. This will also indicate to the provider that the customer is requesting deactivation.
7. In the confirmation window, click Disconnect.
   All numbers will be deleted and disassociated. This action cannot be undone.

How to remove a customer from the provider account

Once the customer requests that the provider remove them from Number Management, the provider will see a Deactivate link. If all of the numbers have been removed by the provider under this account, the deactivation will be successful.

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 Provider Portal.
3. Click the Provide Exchange tab.
4. Click the Customer tab.
5. To the right of a customer you want to manage, click Deactivate.
   A confirmation window will appear.
6. In the window, click Deactivate.
   Note: All the customers' numbers will be removed and unusable. This action cannot be undone.

The provider will be deactivated and will no longer provision or manage numbers on the customer account.