Managing phones and devices in Zoom

This post was most recently updated on July 28th, 2022

Note: Check out an overview of the provisioning process before adding a desk phone to the Zoom web portal.

A Zoom desktop client or mobile app can be used by phone users who want to make and receive calls. In the role of an account owner or administrator, your role includes being able to provision devices and assign them to users when they require them. There is a limit of three devices or phones that can be assigned to each user. A common area phone can also be added to your organization if you want it to be shared by several users in the organization.

Prerequisites for managing phones and devices

  • Account type: Pro, Business, or Education
  • Permissions to own or manage an account
  • License for Zoom Phone
  • Devices that are certified

How to add a device

The following steps will guide you through the process of adding a certified device, assigning it to an account, and provisioning it. In addition, you can use a CSV file as a means of importing multiple devices at once.

  1. The Zoom web portal can be accessed by logging in to it.
  2. Click on Phone System Management in the navigation menu, followed by Phones & Devices in the drop-down menu.
  3. Click on the Add button.
  4. Here is the information you need to enter:
    • MAC Address: The MAC address of the device should be entered as a 12-digit number.
    • Note: The wired MAC address should be entered, not the wireless MAC address, if you’re using a wireless DECT phone.
    • Device Type: The drop-down menus on the left of the screen will allow you to select the brand and model number.
    • Assigned To: In order to assign the phone to a certain user, you will need to enter his or her username or email address. There will be no problem in assigning a phone to a site if you have several sites, as long as the phone user belongs to the same site.
    • Note: There can be more than one phone user assigned to the device if it supports multiple phone users.
    • Display Name:┬áTo identify the phone, you will need to enter a display name.
    • Description (Optional): The description of the item can be entered in any way you wish.
    • Note: There is a searchable field that can be used for any purpose and is able to be used for any purpose. As an example, you can tag your device for attribution by tagging it with a hashtag.
    • Provision Template (Optional): You will only be able to see provision templates if you select a device that supports provisioning templates. For custom settings to be applied to the phone, you must select a provision template.
  5. Save the changes by clicking the Save button.
  6. It is now time for the provisioning process to be completed.

How to add a paging or intercom device

The following steps will guide you through the process of adding a supported paging/intercom device, assigning it to a user, and provisioning it.

  1. The Zoom web portal can be accessed by logging in to it.
  2. Click on Phone System Management from the navigation menu, then select Phones & Devices from the list of options.
  3. Click on the Add button.
  4. Here is the information you need to enter:
    • Assigned To: If you want to assign the device to a specific phone user, enter his or her username or email address. There is no difference between users on the phone and the device, if there is more than one site.
    • Display Name: In order to identify the device, you will need to enter a display name.
    • Description (Optional): If you wish, you can enter a description for the item.
    • Note: It is a searchable field that can be used for any purpose and can be used for any purpose. You can use this feature to tag your device for attribution purposes, as an example.
    • MAC Address: If you are using a supported device, enter the 12-digit MAC address of the device.
    • Device Type: You will have the option to select Algo/Cyberdata as well as Paging and Intercom.
    • Select Model:
    • The model-sip-based-device should be selected from the drop-down menu.
  5. Save the changes by clicking on the Save button.
  6. Please follow the instructions provided by Algo or Cyberdata for the provisioning process to be completed.

How to assign multiple extensions to an analog telephone adapter (ATA)

Adding a certified ATA and provisioning it allows you to assign multiple phone users or common area phones to the ATA after you add it and provision it.

  1. The process of adding a device is as simple as following the instructions.
  2. To access Phone System Management, click the Phones & Devices menu item in the navigation menu on the left.
  3. If you would like to edit an ATA, click on its display name.
  4. Select the Assigned Extensions tab on the left side of the screen.
  5. In the Add section, click Common Area Phones or Phone Users, and then click Add.
    Note: As of May 21, 2022, if you have started a new Zoom account after that date; or your Zoom account has been enabled to make use of the new Common Area Experience, you will find that the common area phones are located under the new Common Area tab in the Users & Rooms section of Zoom. For this step, you will need to select Common Areas from the drop down menu.
  6. Once you have selected the phone to be used for the common area, click on Save.

How to assign a phone or device

If you have added a device which you wish to view and assign to a user a phone number, you can do so by following these steps.

Note: CyberData devices that support Night Ringer can be assigned to up to two users if you provisioned the device when you provisioned the device. For the keys and positions to be mapped to the device, ensure that the users have been assigned to the device.

  1. Log in to the Zoom web portal by entering your user name and password.
  2. Please click on Phone System Management from the navigation menu, then click on Phones & Devices from the next menu.
  3. The Unassigned tab can be found by clicking on it.
  4. Find the device that you would like to assign to the account.
    Note: As soon as the device is unbound, the display name of the device will change back to its default name, Desk Phone, if the device was previously assigned to a phone user but has been unbound.
  5. In the last column of the screen, click the Assign to button.
  6. To assign the device to a phone user, select the user from the list of phone users.
  7. Please click on the OK button to complete the process.

How to access one or more devices for management

  1. You will need to sign in to the Zoom web portal in order to get started.
  2. Please click Phone System Management from the navigation menu, and then select Phones & Devices from the drop-down menu.
  3. The first thing you need to do is to check the box to the left of the name of the device(s), then select the following on the top left:
    • Provision Template: A provision template can only be displayed if the device you select is one that supports provisioning templates. To apply custom settings to the device(s), you will need to select one or more provision templates.
    • Resync: For more information on the process of re-syncing, click here.
    • Reboot: The phone(s) need to be restarted in order to be functional again. There is an equivalent process to this one that is referred to as a power cycle.
    • Note: Whenever a function can’t be performed as a result of incompatible device(s) or the status of the device, a message will be displayed.

How to access the hyperlink of a phone for quick troubleshooting

Here are the steps you need to follow in order to access a phone’s hyperlink.