Managing Your Numbers

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

Requirements for Using the Number Management Feature

• Account owner or admin privileges

• A Zoom Phone or Zoom Contact Center license

• Zoom Phone toll-free license to obtain a toll-free phone number

• User assigned a calling package to be assigned a phone number

Viewing Your Phone Numbers

1. Sign in to the Zoom web portal with admin privileges.

2. Navigate to Number Management → Phone Numbers.

3. You'll see all your numbers with their details.

Need to find something specific? Use the search field to look up particular numbers

Understanding Your Phone Number Table

For specific information in the Phone Number Table, please refer to our support article.

Getting More Numbers

1. Sign in to the Zoom web portal with admin privileges.

2. Go to Number Management → Phone Numbers.

3. Click Add Number (top-left corner) and choose your option:

   • Get Number: Obtain a new number from Zoom (useful for expanding to new countries with Virtual Service numbers)

   • Port Number: Move existing numbers from another provider

   • BYOC Number: Upload your numbers from your third-party carrier provider

Users outside US, Canada, and New Zealand

You'll need to provide business address verification documents when buying toll or toll-free numbers.

Assigning Your Numbers

Contact Center Numbers

After obtaining a phone number, you can assign it or add it as an entry for a voice or SMS flow. Alternatively, you can add a phone number as an entry point, using the Flows page or flow editor.

1. Sign in to the Zoom web portal with admin privileges.

2. Navigate to Number Management → Phone Numbers.

3. Find your Contact Center number and click the ellipsis (...)

4. Click Assign and choose your destination.

5. (Optional) Select Voice Flow and pick from the dropdown menu.

6. Save and you're all set!

Zoom Phone Numbers

After obtaining a phone number, you can assign it (allowing callers to directly dial a number to reach a phone user, call queue, auto receptionist, common area phone, or Zoom Rooms) or add it as an entry for SMS. Messaging is inactive until you activate it by creating a 10DLC campaign, getting it approved, and assigning that phone number to the campaign. After assigning a phone number, you can re-assign it to another extension.

1. Navigate to Number Management → Phone Numbers.

2. Find your Zoom Phone number and click the ellipsis (...)

3. Click Assign and choose your destination.

4. Search by name or extension to find exactly what you need.

5. Save and you're all set!

Assigning SMS Campaigns

1. Navigate to Number Management → Phone Numbers.

2. Select the phone number you want to assign using the checkbox.

3. Click SMS Campaigns → Assign.

4. Choose your campaign from the dropdown menu or create a new one.

5. Complete the Letter of Authorization (LOA) form when prompted.

6. Submit and you're all set! Allow one business day for activation.

Number Management Tasks

Deleting Numbers

1. Go to Number Management → Phone Numbers.

2. Find the number you want to delete.

3. Click the three dots (...) next to it.

4. Select Delete and confirm in the pop-up.

   • Note: This removes all assignments and frees up the associated licenses

Importing Numbers

1. Go to Number Management → Phone Numbers.

2. Click Import and choose your option:

   1. Zoom Phone number assignment: Upload a CSV file to batch assign numbers to extensions, such as users

   2. SMS Campaign assignment: Upload a CSV file to assign numbers to SMS campaigns

   3. Complete Authorization: A signed Letter of Authorization (LOA) is required before numbers can be enabled for SMS campaigns

   4. BYOC Numbers: Upload a CSV file to add BYOC numbers to customer Zoom accounts

   5. Zoom Phone BYOC emergency address: Upload a CSV file to batch confirm BYOC numbers emergency address

   6. Zoom Phone BYOC emergency address change notification: Add email addresses to the Target Email List for address change notifications

Note

When adding numbers to campaigns, only assign numbers that you intend to use for SMS with Zoom. If you add a number where SMS is currently being handled by a third-party provider, the SMS functionality will switch over to Zoom.

Exporting Your Data

1. Navigate to Number Management → Phone Numbers.

2. Click Export to download a CSV with all your number details.

Related Features

Access additional tools via Related Features:

1. Navigate to Number Management → Phone Numbers.

2. Select Related Features:.

   1. Plan details: See your SKUs and licenses

   2. Main Company Number: Set your primary Zoom Phone number

   3. Port History: View all your US/Canada self-service port orders

   4. Port-out Verification: Set up webhook verification codes

   5. Business Address & Documents: Manage addresses and upload required documents

   6. Letters of Authorization: Download LOAs and view the number's contact information and submission date for the LOA

Managing Multiple Numbers at Once

Select multiple numbers (using checkboxes) to perform batch operations:

1. Navigate to Number Management → Phone Numbers.

2. Select the phone number you want to assign using the checkbox.

3. At the top of the page, you can click the following actions:

   1. Delete: Remove multiple numbers simultaneously

   2. Caller ID Name: Set caller ID for multiple numbers (U.S./Canada only, excludes toll-free)

   3. SMS Campaigns: Assign multiple numbers to campaigns

   4. Site Management: Move unassigned Zoom Phone numbers between sites

   5. BYOC Address Confirmation: Confirm emergency addresses for applicable BYOC-Premises numbers

   6. 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

Caller ID timing note: Phone service providers update caller IDs at different times, so your caller ID name might not show immediately for recipients.