Manage Zoom Provider Exchange numbers

The Number Management page lets you manage numbers that have been loaded to customer tenants:

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View managed DIDs: All numbers that have been loaded to service are displayed in the Number Management page. You can view the Number and change it's settings.

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Release numbers: You can remove numbers from Live Platform as required.

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Configure SIP Connections: All numbers loaded to Live Platform have an associated SIP Connection that is linked to an SBC IP Group used for routing the call and for aggregating Voice Quality and Calls data in the Live Platform Operation Center.

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Call Screening: Call screening manages incoming phone calls by identifying and filtering them before the recipient answers:

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Blocks unwanted cold calls from sales agents or from Spam numbers to minimize distractions and interruptions in every day operations

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Prioritizing to only answer calls from specific contacts or numbers or direct routing of urgent calls to users while routing less urgent calls to voice mail.

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Enhancing Security by verifying the identity of the caller before connecting the call.

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Improving Productivity by ensuing that only relevant calls reach employees.

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Call Forwarding: Call forwarding is a telephony feature that redirects incoming calls to another number or destination.

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Automatically forwards calls when the line is busy, unanswered, or out of service.

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Lets employees receive work calls on their mobile phones or home lines when away from the office.

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Routes calls to an on-call staff member or voice mail outside of business hours.

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Directs calls to different departments or team members based on availability or workload.

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Ensures business continuity by forwarding calls to alternate locations during outages or emergencies.

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Forwards unanswered calls to voice mail for later retrieval.

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Number Types: Each number can be configured for one of the following types:

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User: Numbers for assigning to calling users (not applicable to CX service)

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Service: Numbers for assigning to services running external applications such as Emergency Calling applications and Fax IVR or Voca (not applicable to CX service)

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Contact Center: Numbers for assigning to Contact Center agents

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Zoom Usage Type:(this parameter is supported on Zoom API V3):

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Zoom Phone (only displayed when 'Service' is selected) for regular business calls (internal or external)

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Zoom Contact Center (default) for routing calls through customer engagement management omnichannel systems (voice, video, chat, SMS) with advanced features like skills-based routing, queues, and AI for customer support.

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Unallocated

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CAC Values: Configure CAC value for Contact Center and Service Numbers which limits the number of concurrent call sessions for the number (the 'User' number type is configured in the Settings page, see Create UCaaS Service Provider Tenant) . See below for more information.

The AudioCodes Metering service is used by AudioCodes to charge customers for services. The metering service calculates customer billing based on the components described in the table below.

Number Type

Metering Component

User

User numbers are metered according to the following component:

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DIDs: Numbers that have been uploaded to a service that are configured with the following Number types (Display labels in the Live Platform portal Service details pane) User DIDs(SBC prefixes, unassigned number ranges or Line URIs), Contact Center DIDs and Service Number DIDs.

The 'User' number type is configured in the Settings page (see Create UCaaS Service Provider Tenant)(default-2, range 2-10).

Service

Service numbers are metered according to the following components:

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DIDs: Numbers that have been uploaded to a service that are configured as Service numbers (displayed as Service Number DIDsin the Live Platform portal Service details pane).

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CAC: The aggregated CAC value for the service. The CAC value limits the maximum number of concurrent calls (incoming or outgoing) that the SBC device can manage for this number. This value represents the aggregated configured CAC on the service numbers themselves (displayed as Service Numbers CACin the Live Platform portal Service details pane). Maximum=300.

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The configuration of a CAC value for this Number type is mandatory.

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CAC for Service numbers is not billed by the Metering service.

Contact Center

Contact Center numbers are metered according to the following component:

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DIDs: Numbers that have been uploaded to a service that are configured as Service numbers (displayed as Contact Centers DIDsin the Live Platform portal Service details pane).

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The configuration of a CAC value is optional.

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Contact Center CAC is only used for managing SBC call session resources and not for billing of the service.

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To open Number Management page:

In the Services page, select the check box adjacent to the service that you wish to configure.

From the Zoom Peering drop-down menu, choose Open Number Management Page.

From the Select Tenant drop-down, choose the Live Platform tenant and then click Select.

The table below describes the parameters in this page.

Parameter

Description

Number

The Uploaded phone number.

Service Name

The name of the service to which the number is assigned.

Customer SIP Connection

The name of the SIP Connection for which incoming and outgoing calls for this number are connected.

Zoom SIP Connection

The Zoom SIP Connection region.

Zoom Account Number

The customer Zoom Account number (see Configuring Zoom Provider Settings to verify the number).

Number type

The Number type configured for the number when uploaded:

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User (DID):A User-based phone number that allows the user two sessions (one concurrent call and one forwarded call transferred back through the SBC).

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Service: A session-based unique main phone number that is limited to three or more sessions or concurrent calls (e.g., for groups of users sharing the same E.164 phone number call queues, shared calling, auto-attendants, IVRs, BOTS, hunt groups, etc.).

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Contact Center: A session-based main phone number for a contact center. The contact center number can be limited to three or more sessions or can be open-ended (sessions will be billed according to actual usage).

Number type is read-only for Zoom Mode V3 numbers.

Modified On

Time and Date of the last modification of the number.

You can click the down arrow adjacent to the check box to display the details of the number.

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To configure a number:

Select the check box adjacent to the number that you wish to configure and then click Settings.

Number Settings-V3

Number Settings-V2

Configure parameters according to the table below and then click Submit.

Parameter

Description

Number type

The Number type configured for the number when uploaded:

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User (DID):A User-based phone number that allows the user two sessions (one concurrent call and one forwarded call transferred back through the SBC).

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Number type is read-only for Zoom Mode V3 numbers.

Service Number Type

The Zoom Usage Type configured in the Number upload (read-only):

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Zoom Phone: (only displayed when 'Service' is selected) for regular business calls (internal or external)

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Zoom Contact Center: (default) for routing calls through customer engagement management omnichannel systems (voice, video, chat, SMS) with advanced features like skills-based routing, queues, and AI for customer support.

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Unallocated: The usage type is neither Zoom Provider Exchange or Contact Center

This parameter is only displayed when the customer is configured in Zoom V3 mode.

CAC Value

Enter the maximum number of concurrent sessions to apply to the number. This value is configurable for Contact Center and Service numbers.

For Number type 'User', this parameter value is configured (range 2-10) in the Settings page (see Create UCaaS Service Provider Tenant).

Outgoing (Caller ID Override)

Enter the CLIP No Screening number. This feature allows an Outgoing caller to present a custom caller ID as a screening number that is not the actual number assigned by the network provider and that is not verified.

SIP Recording Type (Single or Double)

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Single: The service is deployed with Interaction Insights Essential License for Single Recording users.

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Double: The service is deployed with Interaction Insights Pro License with Double Recording for redundancy.

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This parameter is not displayed by default; it must be configured in the database.

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Ensure that SIPREC is enabled for the service (see Onboard Interaction Insights Services).

SIP Connect Route

From the SIP Connect Route drop-down, select the SIP Connection for routing incoming calls.

Forward

Enter the number to forward the call for scenarios when the Callee is not available. Ensure that the number is configured on the same SIP Connection as the Incoming number.