Creating a shared directory of external contacts in zoom

There is a shared directory available to account owners and admins where external contacts can be stored. A shared directory can be accessed by Zoom desktop clients and mobile apps, so that phone users can access the directory from their phones. On the Contacts tab, under the All Contacts section, you will find the group Imported Contacts, which consists of external contacts.

You have the option of specifying a third-party PBX provider when creating a directory to allow Zoom Phone users to communicate with the external contacts using the third-party PBX provider.

It is possible to use this feature in the following scenarios:

• There is an option to migrate a portion of your users to Zoom Phone, then import the contacts that are awaiting migration when you have a large number of users to migrate to Zoom Phone.

• You need to be able to contact people who use third-party phone services in your organization. You can import contacts in such a way that your employees can reach out to a third party call center if you have a third-party call center in your organization.

This article covers:

• Limitations

• Creating SIP groups (optional)

• Adding a contact

• Adding contacts using a CSV file

  • Creating a CSV file

  • Importing a CSV file

• Contact fields

• Using the shared directory

  • Admins

  • Phone users

Prerequisites for creating a shared directory of external contacts

• Pro, Business, or Education account

• Account owner or admin privileges

• Zoom Phone license

Limitations for creating a shared directory of external contacts

In order to create a shared directory, you should keep in mind the following limitations:

• If you do not use BYOP, the names of your contacts (as specified in the CSV file) will not appear in your call history or voicemail logs if you do not have a BYOP account. In case your account is set up to use BYOP, the names of your contacts will be displayed.

• It is possible for users with a phone to call contacts in the Phone tab (desktop client or mobile app) by using the search field above the dial pad.

• All users of the phone account will have access to the contacts in their account. A shared directory cannot be created at the site level, it can only be created at the site level.

How to create SIP groups (optional)

Creating SIP groups is a great way to configure a third-party provider. Users of Zoom Phone can now use the third-party provider to make calls to imported contacts using the Zoom Phone app.

1. Zoom’s web portal can be accessed by logging in.

2. You can access the Company Information by clicking on the Phone System Management link in the navigation menu.

3. In the top right corner of the screen, click on Account Settings.

4. The Routing section can be found by scrolling down the page.

5. You can manage your SIP groups by clicking on the Manage button under SIP Groups.

6. Enter the following information in the Add field:

   • Name: To display the SIP group name, you will have to enter a display name.

   • SIP Trunk: In order to make calls out of your SIP trunk, you will need to choose one.

   • Description (Optional): Describe the group in a few sentences to make it easy for you to identify it.

7. Save the file by clicking on the Save button.

How to add a contact

The steps below will guide you through the process of adding contacts one by one.

1. Zoom’s web portal can be accessed by logging in.

2. You can access the Company Information by clicking on the Phone System Management link in the navigation menu.

3. In the top right corner of the screen, click on Account Settings.

4. On the External Contacts tab, click the External Contacts button.

5. Please click on the Add button.

6. You will need to specify the fields in the contact form.

How to add contacts using a CSV file 

By importing a CSV file, you are able to create multiple contacts at the same time.

How to create a CSV file

1. Zoom’s web portal can be accessed by logging in.

2. Click on Phone System Management then click on Company Info from the menu on the left side of your screen.

3. The Account Settings button can be found at the top of the page.

4. On the External Contacts tab, click the External Contacts button.

5. Then click the Import button.

6. To view the fields in the CSV sample, click here.

7. Please click on the Download button.

8. Use a spreadsheet program such as Microsoft Excel to open the CSV sample.

9. The CSV sample can be filled out using the contact fields provided in the sample.

How to import a CSV file

1. Zoom’s web portal can be accessed by logging in.

2. You can access the Company Information by clicking on the Phone System Management link in the navigation menu.

3. In the top right corner of the screen, click on Account Settings.

4. On the External Contacts tab, click the External Contacts button.

5. Then click the Import button.

6. Select the completed CSV file from the drop-down list and click Upload CSV.

Contact fields definition

In order to create contacts for the shared directory, you can specify the following information:

• ID: An identifier that uniquely identifies the contact in the database.

  • There is no need to fill in this field if you don’t have SIP groups. A sequential number will be assigned as an ID automatically by Zoom.

  • Using the primary key from the original phone system is the best option if you have SIP groups.

• Name (Required): Display name for the contact. Other phone users will be able to see this information.

• Email: This is the email address of the contact. Other users of the phone will be able to see this information.

• Extension Number (required if there is no phone number associated with the contact): It is the extension number in the original telephone system that was assigned to the contact. The extension number should not be duplicated with an existing extension number in the account to avoid any unnecessary duplicates. SIP groups need to be created in order for phone users to be able to contact this contact using the extension number provided by you.

• Phone Number (must be provided if there is not an extension number): The contact’s phone number in E.164 format. Multiple phone numbers should be separated by commas. It is important to note that the E.164 format contains the following information (you do not need to use spaces or dashes):

  1. Country code

  2. Area code

  3. Phone number

• Description: Describe the contact in a brief manner so that you can easily identify them. Other users of the phone are not able to see the description of the phone.

• Routing Path: This specifies the route for an outbound call to be directed to a contact in a global directory.
  

    Note: Zoom will use your routing rules if you do not specify a routing path during the routing process.

  • It is also possible to select PSTN if you do not have SIP groups.

  • Enter the name of the SIP group you want to route outbound calls to using the SIP trunk associated with that SIP group if you have any. Once you have imported the CSV file, you will be able to assign or modify each contact’s SIP group.

• Auto Call Recorded: You can easily identify your external contacts which have their calls automatically recorded outside of Zoom by going to your contacts page.
  Note:

How to use the shared directory

There are a number of features that phone users and administrators can take advantage of to make use of the shared directory of external contacts:

Admins

• Using custom call handling settings, you can direct inbound calls to external contacts by customizing the settings for each phone user

• In order to forward inbound calls to external contacts, you can set up an automatic receptionist, a call queue, or shared line groups

Phone users

• The Phone tab (Zoom desktop client or mobile app) allows you to call external contacts found in the shared directory by searching for the contact’s name, extension number, or direct number on the Shared Directory tab, or by using a supported desk phone

• Contacts in the shared contact directory can be contacted by transferring a call to them

• Inbound calls can be forwarded to external contacts by customizing call handling settings

All content and images credit goes to https://support.zoom.us