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Two ways to get your Zoom Phone number to your agent. Forwarding keeps Zoom Phone as your phone company and sends calls over. Moving the number (porting) makes Answering Agent your phone company for that number.

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Forward calls

1

Sign in and open Phone settings

As an admin: Zoom web portal > Admin Center > Product configuration > Phone system > Users & Rooms, then click the user; as a user: Zoom web portal > Zoom Phone > Settings.
2

Edit call handling

In the Business Hours section, click Edit next to Call Handling (repeat for Closed Hours to forward at all times).
3

Turn off other devices

Disable the toggles for Zoom desktop/mobile apps and desk phones you don’t want to ring.
4

Add the external number

Click Add Phone Number, select the correct country/region, and enter the external number as an External Contact/External Number.
5

Set ring mode and save

Choose Simultaneous or Sequential ring mode and click Save; apply the same change to Closed Hours.
6

Call your business number from another phone

Answering Agent listens for the call. When your agent picks up, the phone numbers step in your dashboard turns green.
Zoom Phone does not publish a dial code for forwarding. Use the steps above.

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Good to know

  • A user must have a Direct Inward Dial (DID) number assigned to forward calls externally — users with only an extension and no DID cannot forward calls to an external number.
  • “Require to press 1 before connecting the call” is on by default for forwarded external calls and cannot be turned off for call-queue calls.

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Move your number

Start the move from Dashboard, then Phone numbers, then Add a number, and choose Move my number. Upload your latest bill and we read the details for you. Have these ready:
Do not cancel your service with Zoom Phone until the move is complete. A cancelled number can be lost.

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Watch out for

  • The port-out request must be submitted with the specific sub-account’s details if the numbers live on a secondary/sub-account — submitting the main/master account’s info instead gets the request rejected.
  • Zoom does not require or provide a Customer Service Record (CSR) for port-out; the new provider must not insist on one.
  • The Zoom Phone or Zoom Contact Center account and license must stay ACTIVE for the entire port-out, or the order is denied.
  • If the port-out is rejected because the number is flagged as a PSAP (emergency) number, it must first be changed to a non-PSAP number.
  • Country-specific rules vary widely: Singapore requires the business’s UEN and porting to Zoom’s local partner ‘Super Internet’; Australia auto-denies orders that don’t match Zoom’s records and auto-approves if you don’t confirm in time; LATAM initial requests are often rejected and need Zoom pre-approval with its vendors before resubmitting; Hong Kong requires a signed LOA submitted through Zoom Support and can take up to 15 working days for carrier approval.

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Sources

Checked on 2026-09-11 against Zoom Phone’s own pages.