Admin Experience
This section outlines the admin experience for managing users, devices, permissions, reports, and settings related to Zoom Phone. After reading this section, you can expect to be familiar with user provisioning, the Zoom Phone dashboard, assigning devices, updating user profile information, and more. For information on managing PBX features of Zoom Phone, refer to the section on Configuring Zoom Phone's PBX.
Zoom Phone Roles
Zoom Phone supports user roles specific to the Zoom Phone service, allowing account administrators to provide users with precise levels of access to Zoom Phone features as required. For example, with these diverse sets of roles, a user can be a Call Queue admin without granting access to other features, like being able to edit a Site's settings or policies. Alternatively, a user can also be granted Super Admin privileges for Zoom Phone without requiring admin privileges for the rest of a Zoom account's products, service, and features.
The following table outlines the default Zoom Phone roles available; however, an account admin can also create a custom role if necessary:
Phone Super Admin
All Zoom Phone features and settings in the web portal.
Phone Site Admin
Zoom Phone features and settings for a specific Site, excluding settings that can only be changed at the account level.
Call Queue Admin
Features and settings for the specified target Call Queues, including associated call logs and recordings.
Auto Receptionist Admin
Features and settings for the specified target Auto Receptionist. This doesn't include access to the associated call logs.
Recording Admin
Full privileges to view, play, download, or delete call recordings that belong to users and Call Queues.
Compliance Admin
Full privileges to view and manage call logs, recordings, voicemail, and SMS.
Refer to Zoom's support center for more information on using Zoom Phone role management.
Managing Call Routing and Distribution Tools
Account administrators and authorized users with appropriate role permissions can design, edit, and oversee Zoom Phone's call routing and distribution tools via the Zoom web portal. These tools, along with design and implementation considerations, were previously addressed in this document, along with links to Zoom's support center containing instructions and procedures for creating, editing, and managing each tool.
Managing User Licenses, Entitlements, and Information
Account administrators have two main methods for provisioning Zoom Phone users, managing entitlements, and mapping information: automated workflows through single sign-on (SSO) via SCIM or SAML response mapping, or manual assignment via the Zoom web portal. These options are briefly discussed in the following two sections.
Single Sign-On
For accounts utilizing single sign-on (SSO), provisioning users through SAML (security assertion markup language) response mapping or SCIM (system for cross-domain identity management) can streamline the user entitlement and management process. With SAML response mapping, user profile details and entitlements will automatically update each time the user authenticates. Conversely, for accounts using SCIM, user profile information and entitlements will dynamically update as data synchronizes from your identity provider to Zoom.
Although Zoom provides numerous options for profile information and entitlement mapping between SAML and SCIM, how and if this information is applied largely depends on customer configurations within both their identity provider and Zoom account. For this reason, accounts are encouraged to test their SCIM and SAML response mapping configurations for surety of user profile information and entitlement grants when first setting up their Zoom Phone account.
The following Zoom Phone information can be mapped to a user's profile through SAML Response Mapping and/or SCIM API:
Zoom Workplace Basic
Zoom Workplace Pro
Zoom Workplace Business
Zoom Workplace Business+
Zoom Workplace Enterprise
Regional Metered
Regional Unlimited
Global Select
Zoom Phone Extension
Zoom Phone Number
Zoom Phone Role
Zoom Phone Site
For more information on provisioning users over SCIM, refer to the Zoom App Marketplace for a complete list of applicable SCIM endpoints and options.
Manual Assignment
For accounts without single sign-on or that would prefer to manually provision users, the Zoom web portal provides two primary interfaces for managing user entitlements: individual or bulk user editing through web-based user interfaces, or bulk editing through CSV file uploads.
Web Portal Interface
Account admins can manually provision and assign user licenses through the Zoom web portal's admin interface. This process typically involves individually selecting users and assigning the appropriate licenses and entitlements through pop-ups and prompts. This process can be effective for configuring a small number of users but may be tedious when configuring a large number of users. Customers provisioning more than 100 users at once may prefer mass-provisioning users through the CSV upload process, described below.
For more information on this process, refer to Zoom's support center article on manually managing Zoom Phone users and licenses.
CSV Uploads
With CSV uploads, account admins can mass-provision users through a file upload process within the web portal. When provisioning users in bulk through a CSV file, admins can assign the following features to users:
Package
Site Code
Site Name
User Template
Extension Number
Phone Number
Set Outbound Caller ID
Allow User to Change Outbound Caller ID
SMS Enablement
User Status
Desk Phone Brand (Up to 9)
Desk Phone Model (Up to 9)
Desk Phone MAC Address (Up to 9)
Desk Phone Provision Template (Up to 9)
Warning
When making bulk CSV edits, users will be updated exactly as the CSV is configured. This can unintentionally remove already configured user information.
For instance, if a user is currently assigned a phone number and a calling plan, and a bulk CSV is uploaded that only specifies the user's new device(s) without the phone number and calling plan reiterated, the user will have their calling plan and phone number removed from their profile.
Put simply, unless you are removing information from a user, all bulk CSV updates should include all current profile information in addition to the new information.
For more information on this process, refer to Zoom's support center article on batch importing with CSV files.
Assigning Licenses, Calling Plans, and Packages
Zoom provides a diverse range of licensing options tailored to various account requirements. Among these options are bundled licenses, wherein a single license may provide a user with access to multiple Zoom products along with additional add-ons; however, Zoom also offers unbundled licenses, which requires admins to assign a different license for each product the user needs access to.
An example of a bundled license includes the Zoom Workplace Enterprise license, in which assigning the single license to a user provisions them for Zoom Meetings, Zoom Whiteboard, Zoom Phone, the Zoom Phone Power Pack add-on, and more. However, with unbundled licenses, there is no "one size fits all" solution, and a user would have to be assigned a Zoom Meetings, Zoom Whiteboard, and Zoom Phone license, and a Power Pack add-on, separately to receive full access to those products and features.
Depending on which license type your account uses, your configuration process may change. For this reason, the following two sections are separated by bundled and unbundled licenses. If you are not sure which applies to your Zoom account, please speak with your Zoom account team.
Bundled Licenses
When assigning bundled licenses, users will be automatically provisioned for all relevant entitlements upon assignment. For example, assigning a Zoom Workplace Enterprise license will automatically assign a user a Zoom Phone License, a Zoom Phone Calling Plan, and the Zoom Phone Power Pack Add-On instantly, whereas each of those components would require a separate license or entitlement with an unbundled licensing model.
If your account does not want to automatically provision a user for Zoom Phone immediately, refer to Zoom's support center for information on how to enable or disable automatically provisioning a user for Zoom Phone.
Single Sign-On
If your account is using single sign-on to provision users and assign bundled licenses, simply configure your SAML response mapping or SCIM configuration to provision users with the appropriate license, e.g., Zoom Workplace Enterprise or Zoom Workplace Business Plus. In some cases, you may need extra configurations for additional add-ons not covered by the bundled license.
Unless Zoom Phone provisioning is automatically disabled, users will automatically be assigned a Zoom Phone license, calling plan, and relevant add-ons to the license.
Manual Assignment
Refer to Zoom's support center for detailed guidance on managing Zoom Phone users and licenses for singular or small user groups, or batch importing with CSV files for a large number of users.
Unbundled Licenses
When assigning unbundled licenses, users must be separately assigned a license for each relevant entitlement. For Zoom Phone, this entails being provisioned as a basic Zoom Phone user at a minimum, and adding additional components—like a calling plan and other add-ons—as needed.
Single Sign-On
When provisioning a user for Zoom Phone through Single Sign-On (SSO), keep in mind the following tips as you configure your SAML response mapping or SCIM integration:
A user must be assigned an extension to be automatically provisioned as a basic Zoom Phone user. There is no Zoom Phone Basic license.
Assigning an extension of zero (0) will automatically assign a user the next extension available for the Site. This may be ideal if you do not have extensions pre-configured in your identity provider.
If you are using multiple Sites, ensure the user also passes the criteria to map them to the applicable Site, as each Site typically has a unique Site and extension code.
Users can also be assigned a real extension, which will apply if the extension is not already in use within the Site. For instance, if a user's extension prior to Zoom Phone was 222, asserting an extension value of 222 will map the extension to the user if it is available.
Assigning a user a calling plan will elevate them from a basic user to a licensed Zoom Phone user.
If a Site is not specified upon user provisioning (i.e., being assigned an extension and/or calling plan), the user will be provisioned to the main Site.
Manual Assignment
Refer to Zoom's support center for detailed guidance on managing Zoom Phone users and licenses for singular or small user groups, or batch importing with CSV files for a large number of users.
Managing and Assigning Phone Numbers
Zoom Phone 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 a Zoom Phone account, including number porting, using Zoom-provided numbers, and assigning numbers to users.
Obtaining Zoom-Provided Numbers
Zoom attempts to maintain a list of available numbers for certain regions and area codes for customers that are not porting numbers into Zoom Phone or who may simply need additional phone numbers. Customers can select these numbers from the available pool and add them to their account at any time so long as they do not exceed their direct inward dial (DID) number limit, as determined by their licenses that support direct number dialing. Once selected, numbers from the available pool become exclusively associated with your account unless they are released, removed, or ported away from your account.
Refer to Zoom's support center for information on obtaining phone numbers from Zoom.
Phone Number Requests
In circumstances where Zoom does not have numbers available for use via the self-service process, customers can request that Zoom locate numbers for use with the service.
Refer to Zoom's support center for more information on requesting native Zoom Phone numbers.
Porting Phone Numbers
Zoom Phone works with telecommunication providers when possible to port existing numbers into Zoom Phone; however, this process may vary depending on the country of origin and the quantity of numbers required to be ported. Click the links (✔) within the following table for instructions on porting numbers for your Zoom Phone account, depending on the type of number and country of origin. Readers are additionally encouraged to refer to Zoom's support center for Zoom's porting FAQ guide.
Assigning Phone Numbers
Zoom Phone supports assigning direct inward dial (DID) phone numbers to users and PBX components, including Call Queues, Auto Receptionists, shared line groups, and more. To support this process, account admins can assign phone numbers through two primary methods: single sign-on and manual assignment.
Single Sign-On
Assigning users a direct phone number through single sign-on can simplify a significant portion of user administration with Zoom Phone. To support this process, keep in mind the following tips as you configure your SAML response mapping or SCIM integration:
Zoom Recommendation
Some Zoom Phone features like Call Queues, Auto Attendants, and Shared Line Groups are not easily configured with direct numbers from an identity provider. For these instances, we recommend assigning phone numbers manually.
When assigning a user a DID phone number from your identity provider using SAML or SCIM, the number must be listed within your account to apply. If the DID phone number is not listed within your account, it will not be applied to the user.
When passing a phone number through SAML or SCIM, pass as complete of a phone number as possible, including country and area code. For example, +1 555-555-5555 or +44 5555-555555, not 555-5555.
Manual Assignment
Refer to Zoom's support center for detailed guidance on managing Zoom Phone users and licenses for singular or small user groups, or batch importing with CSV files for a large number of users.
Managing and Assigning Phones and Devices
This section discusses available options and features for adding, provisioning, managing, and assigning IP phones and devices within your Zoom Phone account.
There are multiple approaches to managing phones and devices within an account, including the order of user provisioning, device provisioning, device assignment, and more. To account for these various scenarios, Zoom provides multiple options for device management, which are outlined in the following sections.
The Provisioning Process
Zoom Phone offers two methods for provisioning physical devices: zero-touch provisioning and assisted provisioning. Both of these are outlined in the following two sections; however, readers are also encouraged to refer to Zoom's support center for more information on getting started with provisioning.
Warning
Customers reusing equipment like handsets, IP phones, etc., are encouraged to ensure they fully remove all of their devices and their MAC addresses from their previous provider before re-provisioning them to Zoom Phone. Not unassigning devices from the previous service provider will cause failures during the provisioning process.
Zero-Touch Provisioning
Many Zoom Phone-certified devices support zero-touch provisioning (ZTP), which can automatically provision a phone for use without hands-on administrative assistance or configuring the phone through its web interface. For the ZTP process to work, be sure to add your phone to the Zoom web portal before powering it on for the first time or performing a factory reset on a previously used phone. Failure to follow this step may require additional factory resets to re-trigger the ZTP process.
Warning
Zero-touch provisioning (ZTP) requires access to NTP servers for the provisioning process. Customers are encouraged to verify that their IP phone devices can establish connection with the device's specified NTP server—default or otherwise—to successfully complete the provisioning procedure.
Further, DHCP options 66 and 161, if enabled, can impact a device's ZTP capabilities. Customers are encouraged to leave these options unconfigured if using ZTP extensively or using multiple phone device manufacturers within the network.
Finally, customers are urged to verify that their firewall configurations allow for the essential communication channels with their phone manufacturer's provisioning servers.
Refer to Zoom's support center for more information on the zero-touch provisioning process.
Assisted Provisioning
If you experience issues with zero-touch provisioning or if your phone model doesn't support it, you may be required to perform the assisted provisioning process through the device's web interface.
Refer to Zoom's support center for more information on the assisted provisioning process.
Adding Devices to Your Account
Account admins can add devices to their account at any time, even if the devices are not currently assigned to users. To do this, Zoom Phone supports two primary methods for adding devices to an account: individual, manual addition through the web portal, or in bulk through a CSV file upload.
Refer to Zoom's support center for more information on manually adding devices to your account or bulk uploading via CSV.
Assigning and Managing Devices
Account admins can assign devices to users or common areas through two primary methods: individually through the web portal interface or in bulk through a CSV file upload.
Refer to Zoom's support center for more information on assigning a phone to a user or common area or bulk assigning via CSV, or for general information on managing phones and devices.
Warning
When making bulk CSV edits, users will be updated exactly as the CSV is configured. This can unintentionally remove already configured user information.
For instance, if a user is currently assigned a phone number and a calling plan, and a bulk CSV is uploaded that only specifies the user's new device(s) without the phone number and calling plan reiterated, the user will have their calling plan and phone number removed from their profile.
Put simply, unless you are removing information from a user, all bulk CSV updates should include all current profile information in addition to the new information.
The Zoom Phone Dashboard
The Zoom Phone Dashboard, a subsection of the Dashboard, offers account admins and authorized users with sufficient role permissions access to insightful Zoom Phone data and analytics. Information available within the Dashboard includes Zoom Phone Quality of Service (QoS) data, Mean Opinion Scores (MOS), usage reports, call data and metrics, and more. The following sections outline different features and data available through the Zoom Phone dashboard. Please follow the following link for more information.
The Zoom Phone DashboardAdmin Reports
Account admins or users with sufficient role-based permissions can access additional Zoom Phone reports not available to standard users. These reports provide general usage or charge-related information from the account's phone system.
Usage Reports
Zoom Phone usage reports allow account administrators to access usage data for one or multiple Call Queues and/or Zoom Phone users during a defined time frame, with up to 100,000 call records in a single CSV file. Information within the reports include:
Name
Extension
Total Calls Answered (Inbound/Outbound)
Outgoing Number of Calls
Inbound Number of Calls
Number of Calls Forwarded to Voicemail
Number of Inbound Calls Answered by Another User
Missed Number of Calls
Total Call Time
Total Hold Time
Total Parked Time
User Phone Site
Name
Extension
Site
Inbound Call Volume
Completed Calls (Inbound)
Abandoned Calls (Inbound)
Overflow (Inbound)
Avg. Call Waiting Time
Outbound Call Volume
Charges Report
Account admins can also view a usage report for all charged calls or SMS/MMS messages that were made within a period. The usage report can also be used to verify calling charges on your bill.
Information within the report includes:
Originating Number
Receiving Number
Call/Message Type (Local or International)
Start Time
Duration (Minutes)
Billing Number (The phone number that was billed for the call or SMS)
Forward Billing Number (The phone number that forwarded the call, if applicable)
Calling Party Name (The display name of the extension that placed the call)
Billing Rate (per minute)
Total Charge
Charge Mode (How total charges are calculated; e.g., per minute)
Refer to Zoom's support center for more information on viewing Zoom Phone usage reports.
Changing user settings
If necessary, account admins or authorized users with sufficient role-based permissions can change Zoom Phone settings on behalf of a user. This can be helpful in circumstances where a user needs assistance with configuring a setting or when changing settings on behalf of a VIP user.
Refer to Zoom's support center for more information on changing user settings on behalf of another user.
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