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Zoom Phone System Support Guide

Zoom’s enterprise phone software is the phone solution for your organization’s business phone system. Get Zoom phone support with administrative and user phone settings, phone porting and more to troubleshoot your technical issues.

 

Getting Started with Zoom Phone

Use Zoom’s Getting Started Guides and how-to tutorials to configure your Zoom Phone services and account, understand available features, learn how to use Zoom Phone, and find answers to frequently asked questions related to the cloud phone solution.

  • Quick start guide for using Zoom Phone
  • Quick start guide for Zoom Phone setup
  • Getting started with Zoom Phone (admin)
  • Getting Started with Zoom Phone Appliances
  • Getting started with provisioning desk phones
  • Getting started with Zoom Phone Hardware as a Service
  • Getting started with Zoom Phone (users)
  • Making and receiving calls
  • Frequently asked questions about Zoom Phone
  • Zoom Phone Deployment Kit
  • Zoom Phone features comparison

Settings and Configuration for Zoom Phone

Learn more about Zoom’s enterprise phone software user settings, routing methods and configuration of desk phones and devices, emergency calling, number porting with support articles and training resources for Zoom’s phone solution configuration and settings.

Phone User Settings

Zoom Phone calling features have been designed to give your users a flexible, mobile, and powerful cloud phone system. Use the desktop client, mobile app, or provisioned desk phone to make/receive calls, transfer calls, view voicemail, record calls, elevate calls to a meeting, and more.

  • Creating or editing synced contacts
  • Managing emergency location and addresses
  • Viewing phone contacts in Zoom mobile app
  • Customizing audio greetings and hold music
  • Changing phone settings (web portal)
  • Customizing call handling settings
  • Changing phone settings (client or app)
  • Sharing voicemail inbox access
  • Accessing and sharing call recordings
  • Using the audio library to customize audio
  • Changing business hours and overflow settings

Call Routing Methods

With call routing, incoming Zoom Phone system calls are automatically routed to a designated user or group of phone users. Learn more about available call routing methods and configuration so your team can manage incoming calls efficiently.

  • Comparison of call routing methods
  • Managing auto receptionists
  • Changing auto receptionist settings
  • Creating an interactive voice response system
  • Creating a dial-by-name directory
  • Managing call queues
  • Changing call queue settings
  • Setting up and using the call queue pickup code
  • Setting up shared line groups
  • Changing shared line group settings
  • Setting up and using group call pickup
  • Setting up call delegation
  • Enabling or disabling shared lines privacy mode
  • Viewing voicemails for a call routing extension

Phone Users and Extensions

  • Managing phone users
  • Changing phone user settings
  • Batch importing, exporting, or updating phone users
  • Managing rooms added to Zoom Phone
  • Changing settings for phone-licensed rooms

Phone Numbers

Use these support articles to manage your Zoom direct phone numbers, export and assign phone numbers to users, and configure your company’s caller ID name and number through Phone System Management in the Zoom web portal.

  • Using Marketplace for phone provider exchange
  • Managing phone numbers
  • Changing phone number settings
  • Special service numbers
  • Special and industry-set rate phone numbers
  • Managing the main company number and caller ID
  • Batch exporting and assigning phone numbers
  • Enabling or disabling international calling

Provisioning Desk Phones and Devices

Provision phones and hardware to use them with Zoom Phone. Use desk phone provision templates and other provisioning guides to perform advanced provisioning configurations.

  • Zoom Phone firmware resync and Auto Pulling
  • Resetting to factory default (Poly)
  • Resetting to factory default (Yealink)
  • Configuring desk phone provision templates
  • Assisted provisioning URLs
  • Poly assisted provisioning guide
  • Yealink assisted provisioning guide
  • Re-syncing a desk phone or common area phone with the zero touch provisioning (ZTP) server

Managing Desk Phones and Devices

Manage desk phones and devices for the Zoom Phone platform with customizable settings and configurations for your specific device set in the Zoom we portal. Use these support articles to enable and change phone settings based on your team’s device needs, like configuring common area phone settings or making account-level changes.

  • Zoom Phone Certified Hardware
  • Managing phones and devices
  • Changing phone or device settings
  • Re-syncing phones and devices
  • Customizing keys for devices with multiple users
  • Changing account-level desk phone settings
  • Batch importing or exporting phones and devices
  • Importing keys and positions using a CSV file
  • Managing common area phones
  • Batch adding/exporting common area phones
  • Changing common area phone settings
  • Creating templates for phone settings
  • Setting up a multi-cell DECT (Poly or Yealink)
  • Setting up an AudioCodes MediaPack MP-11x/124/1288 series ATA
  • Quick start guide for the AudioCodes MP1288
  • Setting up faxing (AudioCodes MP1288)
  • Setting up faxing (Poly OBi series ATA)
  • Setting up an appliance as a common area phone
  • Changing Shared Office settings

Zoom Phone Appliances

Zoom Phone Appliances are available from authorized resellers, like Poly and Yealink, as part of the Zoom Hardware-as-Service program. Learn how to enable and use appliances with our Zoom Phone Appliance user and admin guides and convert a previously provisioned Zoom Phone device to an appliance.

  • Enabling device operation time for Zoom Phone Appliances
  • Enabling or disabling sign-ins from appliances
  • Converting a Zoom Phone provisioned device to a Zoom Phone Appliance
  • Converting a Yealink phone to an appliance
  • Converting a Poly phone to a Zoom Phone Appliance
  • Zoom Phone Appliance admin guide
  • Zoom Phone Appliance user guide
  • Supported Zoom Phone Appliances
  • Getting started with Zoom Phone Appliance Hardware as a Service

Emergency Calling and Services

Set enhanced emergency calling location addresses and define optional emergency call intercept and redirect rules. Configure nomadic emergency services that implement a location-aware system to pass locations for emergency calls.

  • Setting up emergency addresses
  • Routing emergency calls
  • Setting up nomadic emergency services
  • Viewing the Zoom Phone location tracking dashboard
  • Nomadic emergency services process
  • Setting up emergency response locations (ERL/ELIN)
  • Bulk importing or updating emergency locations

 

Call Logs and Reports

Call logs and Zoom Phone reports are accessed through the Zoom web portal. Learn how to view and export usage and data reports, subscribe to email notifications for generated logs and reports, and use the Zoom Phone Dashboard to analyze call quality.

  • Assigning a department or cost center to extensions
  • Viewing the Zoom Phone usage and adoption dashboard
  • Viewing access reports
  • Subscribing to emails for logs and reports
  • Viewing and identifying call logs
  • Viewing phone usage reports
  • Viewing the Zoom Phone quality of service dashboard

SMS

Setting up SMS

Power Pack Settings

  • Setting up call queue or auto receptionist SMS
  • Setting up the Desktop Power User experience (Power Pack)
  • Setting up alerts for call queue analytics
  • Adding call queue analytics to Digital Signage
  • Setting up call queue opt-out reasons

Number Porting

Procure new and/or migrate phone numbers from your existing service provider. Zoom Phone provides local telephony service across 45+ countries, and toll free service in 29 countries allowing businesses to consolidate phone system requirements on a single, unified platform.

  • Requesting phone numbers
  • Common issues and questions for porting
  • Requesting a number port for US, Canada, or Puerto Rico
  • Requesting a project port (US, Canada, Puerto Rico)
  • Requesting a toll-free number port (US, Canada)
  • Requesting a number port (EMEA)
  • Requesting a toll-free number port (EMEA)
  • Requesting a number port in South Africa
  • Requesting a number port (APAC)
  • Requesting a number port (South America / LATAM)
  • Requesting a vanity toll-free number
  • Requesting a BYOC number port
  • Moving numbers between accounts
  • Opting out of Zoom Phone SMS
  • Recovering a deleted phone number
  • Porting away from Zoom Phone

Account and Site Settings for Zoom Phone

You can manage your account and site-level Zoom Phone settings in the Zoom web portal. Learn more about available settings, like customizing default audio settings and implementing policy settings for users to configure your Zoom Phone account across your sites.

  • Changing account-level settings
  • Changing Zoom Phone policy settings
  • Changing call recording settings
  • Managing multiple sites
  • Change site-level settings
  • Changing email notification settings
  • Changing voicemail PIN code requirements
  • Managing site codes
  • Customizing audio greetings and prompts
  • Using Zoom Phone role management
  • Zoom Phone Warning Labels
  • Customizing default audio settings

Advanced Phone Admin Settings

Zoom Phone account administrators have access to advanced admin settings like encryption for Zoom Phone and managing incoming and outbound blocked numbers. Use these support articles to learn more about the available settings and how to enable them

  • Importing personal contacts
  • Enabling or disabling call overflow and transfer
  • Controlling Zoom Phone access on mobile apps
  • Encryption for Zoom Phone
  • Setting up call monitoring
  • Managing the blocked list
  • Creating a shared directory of external contacts
  • Setting up contact center integration
  • Assigning client codes to phone calls
  • SCIM attributes for provisioning phone users
  • Web proxy server support for Zoom Phone

Zoom Phone Features

Learn more about Zoom’s cloud phone calling features including using call controls, SMS texting, desk phone hardware features, and the Zoom Phone Power Pack for an advanced desktop experience with how-to articles for optimizing your business phone experience.

Call Controls

Learn more about using the Zoom Phone interface and call controls with how-to articles and support resources for making and receiving calls, transferring a call, and using other call control features on the desktop client or mobile app.

  • Recording a video greeting or videomail
  • Using in-call controls
  • Inbound call notifications (client and app)
  • Switching between or merging a call and meeting
  • Using call monitoring
  • Using call flip
  • Transferring calls
  • Using call park
  • Locking or unlocking a call
  • Elevating or inviting a call to a Zoom meeting
  • Handing off a phone call to a Zoom Room
  • Using click-to-dial and highlight-to-call
  • Switching a call to your phone carrier
  • Using a dial-by-name directory
  • Using call delegation (client or app)
  • Using shared line groups (client or app)
  • Launching an app or URL during inbound calls
  • Caller verified icon

Using SMS

  • Using SMS
  • Using SMS message and conversation options
  • Using SMS with call queues or auto receptionists
  • Frequently asked questions about SMS

Desk Phone Features

Learn how to use desk phone features like shared line Contacts and Channels . You can add contacts, create contact groups, call delegation and additional customizable features depending on your desk phone device.

  • Identifying if a CyberData paging device supports assisted provisioning
  • Inbound call notifications (desk phones)
  • Supported desk phone features
  • Quick start guide for Poly VVX series phones
  • Quick start guide for Yealink T4/T5 series
  • Setting up speed dial and busy lamp field (BLF)
  • Changing the UI language (Poly or Yealink)
  • Customizing line keys and positions settings
  • Using call delegation (desk phones)
  • Using shared line groups (desk phones)
  • Using hot desking for phones
  • Desk phone companion mode
  • Using and customizing DTMF codes
  • Setting up firmware update rules
  • Firmware update rules terms and conditions
  • Setting up faxing (AudioCodes MP1XX series)

 

Using Power Pack

  • Changing whether queue members receive queue calls
  • Using the Desktop Power User experience (Power Pack)
  • Call queue real-time analytics dashboard
  • Call queue historical dashboard (Power Pack)
  • Call queue real-time analytics and historical KPIs glossary

Voicemail, History, and Call Recordings

  • Managing voicemail messages
  • Checking voicemails over phone
  • Viewing call history and recordings

Troubleshooting Zoom Phone

 

If you are receiving a Zoom Phone error code on your device, your outbound calls are being blocked, or you’re experiencing another technical issue with Zoom enterprise phone software or hardware, use these support resources to troubleshoot and resolve the issue.

  • Error codes for Zoom Phone
  • Frequently asked questions about caller ID
  • Outbound calls blocked or tagged as spam
  • Testing device audio
  • Exporting logs and config files (Poly)
  • Exporting logs and config files (Yealink)
  • Zoom Phone End-of-Life (EOL) IP Phone Models Support Policy
  • Polycom end-of-sale models limitations
  • Yealink troubleshooting guide
  • June 2021: Changes to Call Queue Manager

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