Zoom Phone FAQ - 10/19

What are the recommended steps to demo a POC to a customer?

"We recommend going through our six steps for demoing and stepping a customer through a POC:

What does metered mean?

"metered" means they will be paying per minute

Is there an additional charge to use dedicated inbound numbers to reach a queue?

$5/number (list)

In a demo to a customer, always show the Zoom Phone dashboard after these six steps. There are several recordings of this process with supporting presentations that have been published on the SE wiki, via lunch and learns as well as email."

1. Company Info 2. Phone Numbers . 3. Users & Rooms . 4. Phones & Devices . 5. Call Queues . 6. Auto Receptionists

What Extension requirements exist for internal transfers?

3-6 Digit Extensions can be established in the admin page

Is there a way to get more hands on experience with Zoom Phone?

Absolutely, we have a Zoom Phone lab you can take! It is a real-word scenario based lab with a specific demo account created to help take you through customer requirements and questions that may arise during a setup. There is also a link to a recording of the SE overlays going through the lab scenario and how we would configure the Zoom Phone portal based on the lab scenario. Please ping Ji Park for access to the lab environment.

How can my customer begin the Zoom Phone POC process?

After the sales overlay has qualified the deal, your AE can open a support ticket with Sales Ops to begin the process (https://zoom.freshservice.com/support/solutions/articles/2000035633-zoom-voice-poc-trial-request-process)

Will Inbound Caller ID show Name, Phone Number or both?

At this time, only the Phone number being displayed for non-Zoom contacts is the expected behavior. There is a roadmap feature but its not about contacts, but about how we lookup a number and replace with a name, depending on various sources. Expected Aug/Sept '19

How long are Call Logs kept by default?

Call log reports are currently kept for 12 months

Are customers able to port over more numbers than the lines the purchase, to have the extra ones available in the future?

Clients can indeed port in additional numbers but are billed for numbers not assigned to users. This is $5/number/month

How can an auto receptionist be forwarded to external PSTN numbers?

Create a dummy phone user with a calling plan, set that dummy phone user to forward all calls to the external PSTN number (E.164 format). Inside the auto receptionist, set the option needed for external forwarding to the dummy phone user.

Do we plan to integrate with SFDC and if so, what level of integration specifically ?

Currently on the roadmap for late Q1 / early Q2 with click to call

what metadata does Zoom Phone have for reporting purposes on users or if we have? Does it have such data like average calls? To meet KPIs?

Currently usage reporting and analytics is slated for Q3 on our roadmap but that is not set in stone.

How does Zoom Phone handle E911?

Currently, Zoom Phone supports static E911. Administrators will be able to provision their emergency addresses within the Zoom Phone Portal. End users will also be able to set their own emergency address within the My Zoom Phone tab if they have a calling plan and DID assigned. Dynamic E911 is currently on the roadmap.

Do headset HID commands work with Zoom Phone like they do with Zoom Meetings?

Currently, no. Engineering is working with headset manufacturers on the HID command support for Zoom Phone.

What is a DID phone number?"

Direct inward dialing (DID), also called direct dial-in (DDI) in Europe (EMEA) and Asia (APAC), is a telecommunication service offered by telephone companies to subscribers who operate a private branch exchange (PBX) system.

What license option do you use for a standard company line?

Either "metered" or "Unlimited" depending on their needs. Inbound calls to each are unlimited, but it would depend how much outbound calling is done from those using that number.

Zoom Phone call forwarding or call blocking in the portal will not work/is inconsistent?

Ensure the number is in an E.164 format (+1XXXXXXXXXX). The country code prefix (+1) will change as we move to more countries (e.g. +44 for UK).

When a customer says "extensions" Should I assume they mean phone numbers and the ability to port them?

Generally, but definitely ask. We can always mimic extension only

How do we certify 911 dialing if internet goes down?

Have them use the mobile app over 3G/4G. No internet = No calls

When in POC is it possible to view usage of Zoom Voice similar to our ability to see how frequently eval users are using Meetings, Webinar, etc.?

If its a true free trial, you can login as the customer and view the Call Logs.

Is there a way to change the caller ID so that it displays the the name/company name?

It can be set in the company info tab.

Does Zoom Voice work with the Linux client?

Linux for ZV is not currently supported

Where is the "main company number" configured and can it be changed?

Main company number is the DID assigned to the main site auto receptionist. If a customer has multiple sites, there will only be one main company number but there will also be "additional company numbers" if the other sites auto receptionists are configured with a DID. If a company has three sites with Site A being the main company site, all users will have that option in their client for caller ID. Site B and C will also have DIDs that will be the "additional company numbers." Users in Site B will show in their client the main company number, the additional company number of Site B and any DIDs they have associated to them.

Do we have an ETA on Zoom Phone support in the UK?

May(ish)

Does Zoom Phone support Sidecars (admin assistant)

N/A

How do you add a toll free number?

N/A

How do you define how long a call goes to a single individual in the Call Queue?

N/A

What costs are associated with Zoom Phone outside of the license price? Is there a breakdown I can see?

N/A

What is the limit of people you can have on a call?

N/A

Where can I find a list of available features for Zoom Phone?

Neil???

Is Polycom Soundstation IP 7000 is on the roadmap for ZP?

No IP7000... it does not suport TLS

Does Zoom Phone support Fax?

No, and there are no plans at this time to support legacy fax needs. There are alternatives that are recommended.

Can Zoom Phone forward a call to an outside number from the auto receptionist?

No, it will only recognize other phone users/auto receptionists

Is call recording for Zoom Phone automatic?

No, its manual today, but Automatic call recording is on roadmap for Q3 for right now

Are there transcriptions when recording a zoom voice call?

No, not today.

Can you forward a call to an external contact from a Call Queue

No, only to internal users, or internal voicemails/auto attendants/call queues are options at this time.

Can you forward a call to an external contact from an Auto Attendant

No, only to internal users, or internal voicemails/auto attendants/call queues are options at this time.

Can a user text out phone numbers?

No, text/sms is not yet available. We are hoping for Q4 later this year.

Can we show an outbound Caller ID that is NOT ported to us or in our system? Use case is company has a main phone number that they want to show on Caller ID that is not being ported to us.

No, that can be considered spoofing.

Is there a way to change how long the phone rings before moving on to the next person or voicemail?

No, there is a JIRA service request for that as of now.

Does caller id information for external calls show with Zoom Phone?

No...We do not support inbound CNAM currently.

Does Zoom Phone support ATAs (Analog Telephone Adaptors) for analog devices?

Not currently today, there are some roadmap items around ATAs.

For unlimited calling plan, is Toll-Free included? or will require an audio plan?

Not included. Stand alone offer. Needs metered plan associated with it to receive calls.

Do we have the ability to apply policy to specific users or user groups?

Not today, however we are working on designing policy framework that can work for different features and apply restrictions to users or groups. Once that is done, we can look at providing control to define the group and functionality

Can ring no answer timers be updated?

Not today, it is on the roadmap.

Can my local outlook contacts or mobile phone contacts be imported to Zoom Phone?

Not today. That is a roadmap feature engineering is working on.

Will Zoom Voice work with a Cisco ATA 190 Analog Telephone Adapter?

Not yet, again this is scheduled for a future release to integrate with ATA's but no solid date set yet

Can one or more users have 2 DID's assigned to them?

One DID is included with the purchase of a calling plan

How does a customer set their outbound caller-id name?

Outbound caller ID name can be configured in two locations within Company Info: Within the multiple sites (at the site level) or under the caller id name tab if multiple sites is disabled. It can up to 2 weeks for providers to "post" those caller ID names to customer accounts.

Any idea when SMS will (if ever) be added?

SMS is slated for the 2nd half of the year

Where can I go for additional questions or to find roadmapped items?

Searching within chats are always the best place to start, but also referencing the SE Wiki and your personal notes. If the answer is still not found, feel free to ask within the Zoom Phone SE Q/A chat. This room is intended as a great historical resource for data (Just like Global SE Team Chat) and allows anyone with the answer to help.

What fees do we charge when it comes to zoom voice?

State & local telephony taxes + the Federal Universal Service fund. (Which all telephony companies charge). We don't charge for e911 or Compliance Recovery Fee (which other companies like RC do).

What is the timeline for FedRamp and HIPAA compliance?

Targeting late March / early April.

can you move a Zoom phone call from your computer application to your cell phone zoom application while on a call? (or vice versa)

That is called Call Flipping. It's on the road map.

Re: IP Soundpoints - will customers also be able to register as a generic SIP endpoint?

The Polycom Soundpoint line is not on our roadmap of supported phones. You may be able to add as SIP endpoint down the road when we release the feature, which is still in Beta.

Is the process of porting toll-free numbers different?

The process is different and is currently a manual process. Toll free ports are usually ported in 3-5 days barring no rejections from the losing carrier. It requires a toll free LOA as well as a copy of the bill that has the number listed on it.

How much storage is included for Voicemails?

There are no storage limits for Voicemails

Do live calls appear on the dashboard?

They do not

I heard a rumor that Zoom can be a SIP client to Cisco UCM. Is that True?

This feature is not live and still in "beta", but he Zoom client can register to CUCM and become a soft phone to replace Jabber, so yes.

Can we port DIDs to a POC account?

This is always discouraged and should almost always be answered with a firm no. If customers port their numbers or subset of numbers to us for testing in a POC and don't want to go past a POC, those numbers then need to be ported back. This will cause a lot of overhead for Zoom and our porting team as well as be a long process for the customer.

Why are there two separate greetings for an Auto Receptionist when using the IVR option?

This is by design. The main greeting prompt is intended to be "Thank you for calling Company XYZ." When a customer is using the IVR selection, the audio prompt is intended to give callers a description of the IVR menu. These two prompts will concatenate to become one single greeting. The reason behind these two prompts is to give customers more flexibility within their AR. If an emergency happens (e.g. weather), the customer can change the AR to "route to message" and play a temporary message, then change back to IVR and keep all of their previous configuration.

From a chat, is there an "initiate Zoom Voice call" button like the "Meet with Video" button?

This is something that is coming but currently if you hover over the individuals picture and then onto the phone number, you'll see a click to call button

Can user upload their own MP3 file for Auto Receptionist or do they record directly into Zoom Phone

Upload their own mp3 or wav file

On paid customers who are POC'ing ZV, do we have any insight on their usage?

We don't

how many extensions are allowed per Zoom Phone license?

We dont limit extension count currently. Previously it was (pro count + ZP license count) x 2

Can a user have a DID in two different countries?

We will allow calling plans to be stacked. If there are no legal restrictions, a user can have 2 calling plans and place calls to the designated country but they need to select the proper DID - we're going to user the DID to determine the calling plan used.

How can a customer use Zoom Phone outside of US and Canada?

When Bring Your Own Carrier (BYOC) is available, customers can use that as an option for countries Zoom Phone is not currently in or have no plans to expand to.

Can we do Zoom Voice named host on an active host account?

Yes

Can we set up Canadian DID's at this time?

Yes

Is "tel: URL" capability the same as click to dial?

Yes

Is a client able to port numbers from a different provider if temporary Zoom numbers have already been assigned?

Yes

Can customers take 1-800 numbers from their current provider and port them over?

Yes they can

If you want the IVR selections to be options for the caller, do you need to make a greeting prompt stating each option?

Yes, If you create an IVR the client will need to record a custom mp3 or wav file to upload.

Can Zoom Phone be enabled for Basic users on an account?

Yes, Zoom Phone is an add on service to the meetings platform. Basic or Pro users can all be enabled with Zoom Phone. Users can have ZP with internal extension only dialing (free), a metered plan that includes a DID (paid ZP license), or an unlimited US/Can plan that also includes a DID (paid ZP license).

Can Zoom Phone support Boss-Admin features?

Yes, Zoom Phone supports delegation. Users can be assigned delegation privileges to "answer on behalf" and "call on behalf" of another user. Users with delegation privileges will be able to see the inbound call details and who the call is destined for within the client. Users will also be able see the delegates DID as well in the client to make calls on behalf of another user.

Can we forward our current DIDs to Zoom Phone to test?

Yes, but we generally discourage this type of configuration. If a customer forwards one of their production DIDs to Zoom Phone, that will cause the call to hairpin through their system (for the entirety of the call) then route to the Zoom Phone environment. This can cause network delay, latency and other negative experiences for the customer which could be perceived as poor quality or issues with Zoom Phone.

Is it possible for customers to keep their existing numbers if they switch to Zoom Phone?

Yes, in general most numbers can be ported to Zoom Phone. There are some exceptions with carriers in lesser populated areas where they are not required to port numbers.

Will Zoom Phone work with Salesforce Lightning?

Yes, it also works with Salesforce classic.

Is there somewhere I can get that rate sheet other than doing an official quote?

Yes, it's on our master pricing doc. Just click on ZoomVoice tab on bottom and scroll down. https://docs.google.com/spreadsheets/d/1viUpUgeLx3bno6tH7LHtuT-UplyVu5nGrk5FJEmKNZs/edit#gid=518307909

For the VAST side are we still only selling to companies that have 50+ employees?

Yes, still only selling to 50+ companies for the time being. No firm date on when that is changing.

Will Zoom Phone support a "Hybrid" topology?

Yes, that is currently being designed and is on the roadmap with more details to come on that and BYOC when available.

Does admin have ability to view which users have set up their acct/vmail, etc?

Yes, the admin can drill down into every User's settings page.

Is there a way to bulk provision Zoom Phone users?

Yes, this can be done via CSV files today. Both provisioning and updating of user data can be done. SSO and API integrations are on the roadmap.

Can we have US numbers/users on a UK account?

Yes, this is possible today

Is there a free version of Zoom Phone?

Yes, users enabled with Zoom Phone but not assigned a calling plan or DID are considered free internal extension dialing only users. They can still receive inbound calls through an auto receptionist or if a user transfers a call to them. There is no need for VPN, no need to be on the same network or to even be in the same geographical region.

Can you shut off the chat

Yes, you can disable chat at the administrative level.

Can I configure my own Extensions?

Yes, you can set that up with very few limitations in the admin panel.

Is there an option to connect a "generic' SIP device to ZOOM Phone at this point?

Yes. There is a minimum of 50 devices and requires an addendum to the contract however should be a last resort option only due to various challenges that could arise with delivering call control to various devices.

Can we change the default password of our desk phones through Zoom Phone?

Yes. This is configured in the Desk Phone settings (Administrator Password) under "Company Info" in the Zoom Phone portal.

Does Zoom Phone integrate with Salesforce.com (SFDC)

Yes...Scheduled for the May release

Can a single pro user purchase a Phone license?

Yes...but Only if the MRR exceeds $100

For our tiered pricing on metered or unlimited, does it have to be ALL one or other?

You can mix and match the tiers according to what the user needs

What is the Zoom Phone SLA and what is our uptime?

Zoom Phone SLAs and uptimes have not been announced yet. They are waiting on a full quarter of statistics before posting that information, but Zoom Phone is designed for 99.999% update time. However, this may not be the "official" release number so be careful how this is positioned in customer discussions.

Does Zoom Phone have attendant console or is that on the roadmap?

Zoom Phone does not have a full attendant console functionality. However, an "operator" can use our client to replicate many of the workflows that basic attendant consoles provide. Operators can receive calls, place calls on hold, transfer (warm and consult) and see presence status of other users. There are currently no plans of adding a full attendant console to Zoom Phone.

What models of hard phones does Zoom Phone support?

Zoom Phone supports a multitude of different Polycom and Yealink devices. The full device list support can be found at: https://support.zoom.us/hc/en-us/articles/360001299063-Zoom-Voice-Supported-Devices

When business hours are set on the My Zoom Phone portal, what timezone is it using?

Zoom Phone will leverage the timezone set in your overall Zoom profile. There is a JIRA created to replicate the timezone information in the My Zoom Phone portal as well so it is obvious to end users when they are setting any time of day logic for their profile.

Can Zoom view their local contacts, along with corporate directory. Outlook contacts, Google contacts, etc.?

it will depend on the device. If you're on mobile, then you can assume the device address book is syncing to Exchange/Gmail, etc and will act as proxy for us to read and display. If on Desktop, we'd need to know which application to connect to, so solution would be to read/write to those services. We're working on accessing to display and then write to source. (Access to GAL will depend whatever we're connecting to)

is there a document depicting a migration path for customers after signing up for Zoom Voice?

​https://support.zoom.us/hc/en-us/articles/360001297663-Quickstart-Guide-for-Zoom-Voice-Administrators​