Zoom CommunityCustomer Support

Zoom Phone for Microsoft Teams

This section provides an overview of Zoom Phone’s direct routing service for the Microsoft Teams client.

Zoom Phone for Microsoft Teams provides Zoom Phone's PSTN services directly within the Teams client interface

Zoom Phone for Microsoft Teams connects Zoom Phone’s telephony services to your Microsoft Teams Phone System as an underlying public switched telephone network (PSTN) provider. With this service, users can continue to use the Microsoft Teams client for their daily tasks with existing workflows; however, when a user makes or receives a telephone call, all calls are routed across Zoom Phone’s telephony infrastructure on the backend.

In this scenario, users maintain a consistent Teams client experience, where their workflows and interfaces are unchanged, but phone media and signaling are transported from the Teams client to Zoom Phone’s infrastructure for call handling and delivery, generally without their awareness.

Zoom Phone for Microsoft Teams is not the same as Zoom’s in-app integration for Microsoft Teams

Zoom Phone for Microsoft Teams is not the same as Zoom’s in-app integration for Microsoft Teams, discussed earlier within this document. While Zoom’s in-app integration for Microsoft Teams incorporates various elements of Zoom Meetings, Zoom Phone, and Zoom Whiteboard into the client through an application interface, Zoom Phone for Microsoft Teams is a direct routing as a service offering.

Zoom Phone for Microsoft Teams supports a variety of hybrid deployment configurations for different scenarios

Incorporating Zoom Phone into the Teams client helps provide businesses with diverse hybrid service configurations for various scenarios and user workflows. For instance, with this integration a business can provision users for Zoom Phone on either an as-needed or full-time basis, or based on operational needs as demonstrated in the following example:

Example

A manufacturing company uses Microsoft Teams as their primary internal collaboration tool, but prefers Zoom Phone's capabilities for managing call queues, common area phones, paging, and shared lines for their customer-facing teams.

With Zoom Phone for Microsoft Teams, the company can continue using the Teams client as the primary collaboration platform for internal users, while provisioning customer-facing users for Zoom Phone on an as-needed basis. In this scenario, the customer-facing teams can continue to benefit from Zoom Phone's call queue management and integrated telephony workflows, while providing a consistent client and hardware experience between all users within the company.

Zoom Phone for Microsoft Teams can operate as a primary telephony service provider, or be reserved for business continuity and disaster recovery scenarios

With Zoom Phone for Microsoft Teams, customers have flexibility for their primary telephony service provider. Customers can use Zoom Phone for their everyday business needs, or retain use of the service for business continuity and disaster recovery scenarios if their primary telephony service provider fails. Featuring a simple and easy-to-manage interface within the Zoom web portal, users can be switched over to Zoom Phone calling within minutes if the integration is pre-configured.

Example

A security company uses the Microsoft Teams client for meetings, chat and telephony, but requires a 99.9% telephony service uptime as a part of their partner agreements. To achieve this, the company uses Zoom Phone as a secondary telephony provider for business continuity and disaster recovery. In the event the security company experiences a service-impacting event with their primary telephony service, they can failover to Zoom Phone until normal operations resume.

SMS is not natively supported by Zoom Phone within the Teams client

Zoom Phone for Microsoft Teams does not currently support native short messaging service (SMS) functionality within the Teams client. Customers that require SMS functionality are encouraged to supplement this service with Zoom’s in-app integration for Microsoft Teams for SMS support.

Zoom Phone for Microsoft Teams does not require any additional plug-ins, add-ons, or network configurations

Once an account is provisioned for the service, authorized administrators can configure the integration using the Zoom and Microsoft Teams admin portals. This process is outlined within Zoom’s support center; however, administrators should be aware that this process does not require installing any additional plug-ins or add-ons on user machines, and does not require complex network routing configurations or manual SIP trunking. Instead, this process can be wholly configured through the web using the provided instructions, helping to simplify the configuration process.

Customers must have a Microsoft Phone System License and a license from Zoom to use this service

Zoom Phone for Microsoft Teams requires customers to have two distinct licenses: a Microsoft Phone System license and a Zoom Phone for Microsoft Teams license. Customers without either of these licenses cannot utilize the service.

Feature Support

Zoom Phone for Microsoft Teams can utilize features from both Zoom Phone and Microsoft Teams phone systems. The following two sections outline feature support and availability between the two services.

Microsoft Teams features supported with Zoom Phone

The following lists contain Microsoft Teams features that are compatible with Zoom Phone’s direct routing service.

Supported Features

  • Inbound/Outbound calling to PSTN

  • International calling

  • Cloud-based voicemail

  • Devices assigned to users

  • Call forwarding

  • Simultaneous ringing

  • Group call pickup

  • Forward to group

  • Transfers (direct, consultative, voicemail)

  • Park/Retrieve call

  • Device switching

  • Distinctive ring alerts

  • Shared line appearance/delegation

  • Microsoft Teams call queues

  • Microsoft Teams auto receptionist

  • Busy on busy

  • Hold/Resume call

  • Live transcriptions

  • Ad-hoc conferencing

  • Ad-hoc recording

  • Emergency services (US/CA - Nomadic)

  • Emergency services (rest of world)

  • Mobility policies

  • Holiday call handling

  • Zoom to Microsoft calling

  • Microsoft to Zoom calling

  • Call blocking

  • Caller ID (limited)

  • Common area phones

Unsupported Features

  • Unassigned number handling

Zoom Phone features supported with Microsoft Teams

The following list contains Zoom Phone features that are supported for Microsoft Teams users.

Supported Features

  • Automatic call recording

  • Zoom auto receptionist

  • Zoom call queues

  • Extension dialing from Zoom to Teams

  • AI Summary and Next Steps

  • Call Transfer

  • SMS/MMS (requires Zoom’s Teams integration)

  • Call spam mitigation

  • Inbound blocked list

  • Voicemail Prioritization

Supported Countries/Territories

The following countries/territories are eligible for Zoom Phone for Microsoft Teams:

North America

  • Canada

  • United States

  • Puerto Rico

Latin America

  • Argentina

  • Brazil

  • Chile

  • Colombia

  • Costa Rica

  • Ecuador

  • Mexico

  • Panama

  • Peru

Asia-Pacific

  • Australia

  • Hong Kong SAR

  • New Zealand

  • Singapore

EMEA

  • Austria

  • Belgium

  • Croatia

  • Czech Republic

  • Denmark

  • Estonia

  • Finland

  • France

  • Germany

  • Greece

  • Hungary

  • Ireland

  • Israel

  • Italy

  • Lithuania

  • Luxembourg

  • Netherlands

  • Norway

  • Poland

  • Portugal

  • Romania

  • Slovakia

  • Slovenia

  • South Africa

  • Spain

  • Sweden

  • Switzerland

  • United Kingdom

Zoom Phone for Microsoft Teams shows user presence throughout the integration

Managing both Zoom and Microsoft Teams can be challenging: coworkers may see you as available in Teams while you're actually in a Zoom meeting, or vice versa. Bi-directional presence synchronization solves this by keeping your status in sync across both platforms.

Presence synchronization works by connecting your Microsoft account to Zoom through authentication

Once you connect your Microsoft account to Zoom through the web portal, your presence status flows both ways. When you are in a Zoom meeting, your Microsoft Teams status automatically updates to "In a Call." When you set yourself to "Do Not Disturb" in Teams, that status reflects in Zoom too. This synchronization extends beyond just Teams—your presence updates across Microsoft 365 apps like Outlook and SharePoint as well.

By authorizing the integration through Zoom's web portal with your Microsoft account, you are creating a direct connection between the two platforms. From there, the connection happens automatically.

Presence synchronization requires admin enablement and version 6.1.5 or higher

Your organization needs to enable this feature at the admin level. You'll also need a Pro, Business, Enterprise, Zoom Phone, or Zoom Contact Center account, plus a Microsoft account to connect. The feature works across Zoom desktop apps (Windows, macOS, Linux), mobile apps (iOS, Android), Zoom Web App, Personal Zoom Rooms, and Zoom Phone Appliances—all running version 6.1.5 or higher.

Contact presence appears in Call History, Voicemail, Lines, and Contacts tabs in the Zoom tab

With Zoom Phone for Microsoft Teams, your contact's Microsoft Teams presence appears in your Call History, Voicemail, Lines, and Contacts tabs. You will also see presence on your Speed Dial tab. Your contact’s Zoom presence will also be reflected in Microsoft Teams. This gives you real-time visibility into whether someone's available before you call them.

Zoom and Microsoft Teams translate presence statuses to their closest equivalents

The two platforms don't use identical status labels, so Zoom translates between them. The system intelligently maps statuses to their closest equivalents, helping to ensure your availability is accurately communicated regardless of which platform your colleagues are using.

Zoom Presence
Microsoft Teams Presence

On a call

In a Call

In a Zoom Meeting

In a Call

Presenting

Presenting

Available

Available

In a calendar event

Busy

Do Not Disturb

Do Not Disturb

Busy

Busy

Away

Away

Zoom Phone for Microsoft Teams uses Microsoft Graph for Presence permissions

This section lists the essential Microsoft Graph permissions needed for the Zoom Phone and Microsoft Teams integration.

Permission
Microsoft Description
Zoom Usage

User.Read

Allows users to sign in to the app. It also allows the app to read basic company information of signed-in users.

User authentication and basic profile access (UserId, Name, Surname).

User.ReadBasic.All

Allows the app to read a basic set of profile properties of other users in your organization on behalf of the signed-in user. This includes display name, first and last name, email address, and photo.

Organizational contact search and basic user information (UserId, Name, Surname, Email).

Chat.Read

Allows an app to read 1-on-1 or group chat threads, on behalf of the signed-in user.

Read member lists when scheduling calls from chat contexts.

Does not read actual chat messages.

Calendars.Read

Allows the app to read events in user calendars.

Calendar integration and meeting scheduling optimization.

Calendars.ReadWrite.Shared

Allows the app to create, read, update, and delete events in all calendars in the organization the user has permissions to access. This includes delegate and shared calendars.

Schedule Zoom meetings on shared or delegated calendars.

Contacts.Read

Allows the app to read user contacts.

Contact synchronization between Microsoft Teams and Zoom Phone.

User.Read.All

Allows the app to read the full set of profile properties, reports, and managers of other users in your organization on behalf of the signed-in user.

Read user's profile for basic information about the user (Name, Surname, Email, Locale, Phone Number).

Search user's phone number to make a phone call.

Presence.Read.All

Allows the app to read presence information of all users in the directory on behalf of the signed-in user. Presence information includes activity, availability, status note, calendar out-of-office message, timezone, and location.

Get the presence of a Microsoft contact.

Place.Read.All

Allows the app to read your company's places (conference rooms and room lists) for calendar events and other applications, on behalf of the signed-in user.

Used to obtain room data for scheduled meetings. If the room data exceeds 200, you must authorize the Place scope to obtain all rooms. This is a Microsoft restriction.

ChatMessage.Send

Allows an app to send one-to-one and group chat messages in Microsoft Teams, on behalf of the signed-in user.

For CMC (Continuous Meeting Chat) feature: BI-Sync Zoom meeting chat and Microsoft Teams group chat. Sync Zoom meeting chat message to Teams.

ChatMember.ReadWrite

Add and remove members from chats, on behalf of the signed-in user.

For CMC feature: BI-Sync Zoom meeting chat and Microsoft Teams group chat. Sync Zoom meeting chat member change event to Teams.

Chat.ManageDeletion.All

Allows the app to delete and recover deleted chats, on behalf of the signed-in user.

For CMC feature: BI-Sync Zoom meeting chat and Microsoft Teams group chat. Sync Zoom meeting message delete event to Teams.

TeamsAppInstallation.ReadWriteSelfForChat

Allows a Microsoft Teams app to read, install, upgrade, and uninstall itself in chats the signed-in user can access.

For CMC feature: BI-Sync Zoom meeting chat and Microsoft Teams group chat. Install Zoom app to Teams CMC chat and sync Teams CMC chat message to Zoom meeting chat.

TeamsAppInstallation.ReadWriteForChat

Allows the app to read, install, upgrade, and uninstall Microsoft Teams apps in chats the signed-in user can access. Does not give the ability to read application-specific settings.

For CMC feature: BI-Sync Zoom meeting chat and Microsoft Teams group chat.

If Zoom meeting chat member hasn't logged in to the Zoom app in Teams, we will use bot to sync the member's Zoom meeting message to Teams.

Chat.ReadWrite

Allows an app to read and write 1 on 1 or group chats threads, on behalf of the signed-in user.

For CMC feature: BI-Sync Zoom meeting chat and Microsoft Teams group chat.

Presence Synchronization Requirements

This section covers the specific permissions required for bi-directional Presence sync for Zoom Phone and Microsoft Teams, and why the Presence.Read.All is insufficient. The core permissions deal with presence specifically, while the supporting permissions provide key details that tie into presence, such as matching user identity and phone numbers. Without the additional presence permissions, there can be no bi-directional sync, and presence in Microsoft Teams will not update.

Core Permissions:

  • Presence.Read.All - Reads Microsoft presence status for synchronization with Zoom Phone

  • Presence.ReadWrite - Updates Microsoft Teams presence based on Zoom activity (bi-directional sync)

Supporting Permissions:

  • User.ReadBasic.All - Correlates presence data with user identities across systems

  • User.Read.All - Ensures comprehensive user matching and phone number correlation

Technical Implementation Notes

Microsoft Graph Presence Resources:

  • GET permissions - Presence.Read.All enables optimized batch retrieval of presence status via Microsoft Graph GET operations

  • SET permissions - Presence.ReadWrite enables updating Microsoft Teams presence status via Microsoft Graph SET operations

For detailed technical specifications, refer to the Microsoft Learn article on presence resource type, specifically GET and SET permissions.

Permission Scope Limitations:

  • Presence sync permissions are isolated from other Microsoft Teams functionality

  • Calendar, chat, and meeting permissions operate independently

  • Each permission is used only for its stated purpose

Security and Compliance

Data Access Principles:

  • Least Privilege - Each permission requested only when required for specific functionality

  • Purpose Limitation - Permissions are used solely for the stated Zoom integration purposes

  • User Consent - All permissions require explicit administrative consent during setup, unless customer allows user-based consent (more information can be found in Microsoft’s Application Consent article)

  • Data Minimization - No cross-feature usage of permissions beyond stated scope

Last updated

Was this helpful?