Things to Note

Zoom Phone is not a cell phone replacement

Zoom Phone Native numbers and numbers that are ported into Zoom Phone are almost always considered Voice over IP (VoIP) phone numbers and may have different capabilities compared to numbers classified as mobile-only within certain countries.

For instance, two-factor authentication providers may not support VoIP phone numbers. Consequently, if a mobile number associated with two-factor authentication is ported into Zoom Phone, the user may no longer be able to approve authentication prompts. Additionally, Zoom Phone requires a data connection, e.g., Wi-Fi or 4G/5G, to make and receive calls from a mobile device. Users cannot make a cellular signal-based phone call without an existing data connection.

Note

Zoom Phone currently exclusively offers mobile-classified numbers for SMS support within Australia and the United Kingdom. All other Zoom Phone numbers offered are classified as VoIP numbers.

Zoom Phone offers virtual phone numbers in some countries

Zoom Phone offers virtual inbound and outbound phone numbers for multiple countries. Check our Phone Number Requirements page to see if your country is supported. Please note that customers cannot port-in virtual numbers, however, as any number ported into Zoom Phone must meet certain requirements.

For Wifi-heavy companies, a Wifi Site survey might help

Due to the nature of wireless connectivity, factors such as signal interference, coverage limitations, and bandwidth fluctuations can introduce quality issues, leading to potential disruptions or degradation in communication reliability and clarity. For this reason, businesses that are heavily reliant on Wi-Fi connectivity are encouraged to conduct wireless site surveys, as this can help ensure that wireless access points and antennas are optimized for your facilities, reducing the likelihood of quality-related problems.

Power or internet loss can impact emergency services availability

Because Zoom Phone is a VoIP telephony provider, devices require internet connectivity to make and receive phone calls. Consequently, in the event of an emergency, including the loss of power or local internet, analog telephony adapter-enabled devices may be unable to make outbound calls.

To account for these scenarios, businesses are encouraged to have alternative telephony services for emergency resources—like security, fire, and elevator lines—through an analog telephone line or 4G/5G connectivity from a mobile device.

Phone numbers cannot be easily or dynamically moved between accounts, including sub-accounts

Zoom Phone Native phone numbers and numbers ported into Zoom Phone are not dynamically transferable between accounts, including sub-accounts. For accounts that require transitioning phone numbers between sub accounts, refer to Zoom’s support center for instructions on how to transfer phone numbers between accounts.

Forwarding calls to external numbers can incur metered rate fees for the duration of the call

In some circumstances, forwarding calls to external numbers across the PSTN may result in additional charges at a metered call rate. This primarily happens when a Call Queue, Auto Receptionist, or user with a metered calling plan forwards a call to an external number, like an after-hours, third-party contact center or a personal cell phone. In these circumstances, the account will incur charges for the duration of the forwarded call.

Users and Zoom Phone admins must agree to the potential charges before saving any PSTN-forwarding capable configuration; however, account admins can restrict this setting ahead of time, including removing this capability altogether.

Image of the acknowledgement statement regarding usage billing.