Managing Call Routing and Phone Numbers

This section discusses managing call routing and distribution components, and managing and assigning and phone numbers.

Managing Call Routing and Distribution Components

Account administrators and authorized users with appropriate role permissions can design, edit, and oversee Zoom Contact Center’s call routing and distribution components via the Zoom web portal. These components, along with design and implementation considerations, were previously addressed in the Zoom Contact Center Components section, along with links to Zoom’s support center containing instructions and procedures for creating, editing, and managing each tool.

Managing and Assigning Phone Numbers

Zoom Contact Center customers have a variety of choices for managing and assigning phone numbers within their account. To assist with these processes, this section explores the administrative tools available for managing and allocating phone numbers within Zoom Contact Center, including number porting, using Zoom-provided numbers, and assigning numbers to Contact Center Services.

Obtaining Zoom-Provided Numbers

Zoom attempts to maintain a list of available numbers for certain regions and area codes for businesses that are not porting numbers into Zoom Contact Center or who may simply need additional phone numbers. Businesses can select these numbers from the available pool and add them to their account at any time. Once selected, numbers from the available pool become exclusively associated with the account unless they are released, removed, or ported out.

Refer to Zoom’s support center for information on obtaining phone numbers from Zoom.

Phone Number Requests

In circumstances where Zoom doesn't have numbers available for use via the self-service process, businesses can request that Zoom locate numbers for use with the service.

Refer to Zoom’s support center for more information on requesting phone numbers.

Porting Phone Numbers

Zoom works with telecommunication carriers when possible to port existing numbers into Zoom Contact Center; however, this process may vary depending on the country of origin and the quantity of numbers required to be ported.

Readers are encouraged to review phone number requirements for the U.S. and Canada, and all other supported international countries before submitting a Zoom Contact Center porting request.

Assigning Phone Numbers

Within Zoom Contact Center, account admins can assign phone numbers for multiple purposes, such as serving as entry points for both voice and SMS Flows, enabling consumers to use the same number for calls or texts, a dedicated phone number for video engagement dial-ins, or sending outbound SMS messages.

Refer to Zoom’s support center for instructions on how to view or assign Zoom Contact Center phone numbers for any of these options.