Zoom Phone
Premises Peering
Solution Reference Guide | Revision 05.19.2021
Premises Peering Overview
The following articles provide information regarding the planning, configuration and validation of
Zoom Phone Premises Peering deployments:
Premises Peering Overview
2
Zoom Phone Overview
Zoom Phone Premises Peering
4
4
Planning for Zoom Phone Premises Peering
Deployment Options
Premises Peering Connectivity Options
Premises Peering, via the Internet
Premises Peering, via Private Circuit(s)
Licensing Requirements
Premises Peering Infrastructure Requirements
Premises Peering Public Trusted Certificate List
Premises Peering Signaling Traffic
Premises Peering Media Traffic
Session Border Controllers (SBCs)
General SBC(s) Requirements
Zoom SBC Certificates
Partner SBC Configuration Reference Guides
Premises Peering Firewall Requirements
Signaling Traffic
Media Traffic
Premises Peering Audio Codecs
SIP Trunk Behavior
SIP Trunk Status
Dial Plan Functionality
Premises Peering PSTN
Premises Peering PBX
Dial Plan Order
Supported Endpoints
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Configuring Premises Peering
Premises Peering - PSTN
Initial Setup
Define call out countries
SIP Trunk Administration
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Trunk Groups
SIP Groups
Premises Peering PSTN Routing
Phone Number Management
Associating SIP Groups with BYOC numbers
Enabling End Users
Emergency Calling
Premises Peering PBX
Initial Setup
Enabling End Users
SIP Trunk Administration
Trunk Groups
SIP Groups
Directory Backup Routing Rules
External Contacts
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Troubleshooting
Client Issues
Client Connectivity Issues
One Way Audio
Report a Problem
Premises Peering Trunks
Connectivity Issues
Report a Problem
Dashboard
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Appendix A - Premises Peering Public Trusted Certificate List
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Zoom Phone Overview
Zoom Phone is a fully featured cloud PBX designed with security, reliability, scalability and
centralized management in mind. Zoom Phone was built from the ground up to seamlessly
integrate with the Zoom Collaboration platform to deliver a feature-rich UCaaS user experience.
Zoom Phone offers various deployment options providing organizations with the flexibility to
migrate and deploy the platform in a manner that best suits their requirements. Zoom Phone
leverages global carrier relationships to deliver PSTN connectivity in many regions of the world
offering phone number portability to Zoom in most regions simplifying the telephony environment
by having one partner for your PBX and PSTN connectivity needs. This is what Zoom terms as
“Native” service.
While native Zoom Phone meets the requirements of most organizations, it’s understood that
some organizations have environments that may need additional functionality for global support
or migration strategies. Zoom Phone Peering encompasses four connection types; Peering PSTN
(formally referred to as Bring Your Own Carrier - BYOC), Peering PBX (formally referred to as
Bring Your Own PBX - BYOP), Direct Carrier Peering and 3rd Party Contact Center Peering. For
organizations with premises requirements, this document will dive deeper into Zoom’s Premises
Peering solution.
Zoom Phone Premises Peering
Zoom Phone Premises Peering provides organizations with flexibility and seamless options to
migrate their voice workloads to the cloud. This is accomplished by providing two connection
types; Premises Peering PSTN (formally referred to as Bring Your Own Carrier - BYOC) and/or
Premises Peering PBX (formally referred to as Bring Your Own PBX - BYOP). Zoom Phone
Premises Peering PSTN enables organizations to leverage their existing telephony carrier Public
Switched Telephone Network (PSTN) environment for Zoom Phone connectivity. Using this
functionality organizations can connect Zoom Phone with virtually any telephony carrier. While
Zoom Phone offers full cloud voice solutions with native Zoom Phone packages globally, the Zoom
Phone Premises Peering PSTN interconnectivity option may be beneficial for organizations if:
● Zoom Phone does not have Zoom Phone Native Package options in the country of interest
● The organization has existing PSTN carrier contracts they would like to keep
● The organization wants flexible deployment options
● The organization wants to keep their Direct Inward Dial (DID/DDI) numbers with the
current PSTN carrier(s)
Zoom Phone Premises Peering PBX allows end users the ability to call between existing Premises
platforms and Zoom Phone. PBX migrations typically have extended timelines, requiring careful
planning of business units and users. Premises Peering PBX aids in the migration strategy and
prevents business and user isolation during those transitional periods. By leveraging Premises
Peering PBX, Zoom Phone provides call control for users and allows for seamless calling to the
legacy PBX environment and vice versa via the established SIP trunk. Zoom Phone Premises
Peering PBX may be beneficial for organizations wanting:
● Flexible migration options from Premises-based solutions to Zoom Phone
● Phased migration strategy, preserving business continuity
● Seamless transition for end users
● Global directory and simplified dial plan
Planning for Zoom Phone Premises Peering
Zoom Phone Premises Peering enables organizations to virtually connect any customer provided
Session Border Controller (SBC) to Zoom Phone for voice traffic to and from the organizations
existing PSTN carrier or existing PBX. Planning the deployment of Premises Peering is crucial for a
successful implementation. The following information highlights the deployment options,
licensing, infrastructure requirements and connectivity considerations.
Prerequisites:
❏ Account owner/administrator roles/permissions for configuration
❏ Billing access - to modify call out countries (This is in reference to account
management edit permissions)
❏ Phone Super Admin role
❏ Completion of the initial Zoom Phone account setup
❏ Configured appropriate firewall rules for connectivity
❏ Identified any legal regulatory requirements
❏ Customer SBC for appropriate connectivity requirements
❏ Ability to administer customer SBC
❏ Public IP address for SIP trunk connectivity
❏ Publicly signed certificate from one of the CAs listed in Appendix A
❏ Premises Peering PSTN
❏ Pre-existing PSTN connections with a carrier
❏ Premises Peering PBX
❏ PBX with logical connections to an SBC
Process (estimated duration 2 weeks):
❏ Minimum threshold/requirements for premises peering are met (speak w/ account team)
❏ Customer completion of Premises Peering Information Gathering Form (provided by
account team)
❏ Provide form to account team
❏ Zoom account team begins build requests (2 weeks)
❏ Upon completion of build, Zoom account team alerts customer trunk is ready for test and
turn up
❏ Customer tests trunk
Deployment Options
Zoom Phone Premises Peering enables organizations with the flexibility of mixing and matching all
of the deployment options offered by the platform to best fit the companies requirements. This
section will provide an overview of the Zoom Phone Premises Peering deployment options with
the corresponding connectivity options. Organizations may establish a SIP trunk from Zoom
Phone to their SBC(s) within each desired region based on the geographical needs. For example, if
the requirement is to have a SIP trunk in North America and Europe, a connection may be
established in each region using different IPs for each regional trunk. Ideally, organizations will
have Premises equipment located in each corresponding region. Organizations should have a solid
understanding of their SBC functionality, network requirements and security best practices.
Additionally, Zoom offers Professional Services to organizations to aid with Zoom Phone
implementations.
Premises Peering Connectivity Options
Premises Peering, via the Internet
Zoom Phone Premises Peering connections via the Internet have several benefits including; ease
of migration, speed of deployment and lower total cost of ownership. TLS 1.2 and SRTP will be
leveraged to secure the communication between the customer SBC(s) and the Zoom Phone
environment. For more information please see the Premises Peering Public Trusted Certificate
List. When leveraging the internet for a Premises Peering connection(s), a secure SIP trunk will be
established to Zoom Phone data centers within a region via the internet. Signaling and media will
be securely routed via the internet to the active Zoom Phone data center within that region. If
necessary, calls will be routed via the internet to an alternate data center within a region.
Premises Peering, via Private Circuit(s)
Zoom Phone Premises Peering connections via Private Circuit(s) offer organizations that need to
leverage private connections the option to do so. When leveraging private circuit(s) for Premises
Peering connections, the customer will establish a dedicated SIP trunk with one or more of the
Zoom Phone data centers within a region via private circuit(s). If the customer leverages Premises
Peering via private circuit(s) the customer will need to procure private connection(s) from a carrier
of choice. This connectivity method will require Border Gateway Protocol (BGP) peering between
Zoom and the customer with a public Autonomous System Numbers (ASN) and public IP
addresses. For more information on private connections contact your Zoom account team.
Licensing Requirements
Zoom Phone licensing provides organizations with the flexibility and customization in order to
scale their organization into the cloud. Organizations have the ability to mix Native Zoom Phone
packages as well as Bring Your Own Carrier (BYOC) packages to equip their end users with the
most relevant package for their needs. Zoom Phone Pro Licenses allow end users to have a DID
that is not ported to Zoom Phone and the ability to call via the customer provided PSTN
infrastructure. Please contact your Zoom team for additional details regarding Zoom Phone
packages.
Premises Peering Infrastructure Requirements
Premises Peering Public Trusted Certificate List
The public trusted certificate list allows companies to sign their SBC Certificate Signing Request
(CSR) with a trusted root certificate authority (CA) that Zoom already trusts. This provides a
simplified mechanism to establish TLS connections for Premises Peering to secure communication.
For specific instructions on generating a CSR for your SBC(s) manufacturer, please refer to the
documentation provided by your SBC vendor.
Certificates need to be generated by one of the following root certificate authorities:
Supported Certificate Authorities
Buypass
Thawte Inc.
Baltimore
Verisign
Cybertrust
AffirmTrust
Digicert
Entrust
GeoTrust
GlobalSign
Symantec
GoDaddy
Starfield
QuoVadis
Comodo
AddTrust
Usertrust
T-Systems
For the full list of supported certificates, see Appendix A.
Additional certificate authorities may be considered based on customer requests.
Premises Peering Signaling Traffic
Premises peering signaling via Fully Qualified Domain Names (FQDN) depends on the
geographical location of the customer SBC(s) and the corresponding Zoom data center the
customer would like to send and receive traffic. Zoom Premises Peering options are currently
available in four separate regions across the globe: North America, Europe, APAC and Australia.
Regional instances resolve to the following IP addresses:
Traffic Type
Signaling
Protocol
TCP/TLS
Port
5061
Source
Customer SBC
A Record
Destination
Region
us01peer01.sc.zoom.us
us01peer01.ny.zoom.us
us01peer01.dv.zoom.us
162.12.233.59
162.12.232.59
162.12.235.85
North America
us01peer01.sp.zoom.us
us01peer01.qr.zoom.us
64.211.144.247
149.137.69.247
LATAM
us01peer01.am.zoom.us
us01peer01.fr.zoom.us
213.19.144.198
213.244.140.198
EMEA
us01peer01.sy.zoom.us
us01peer01.me.zoom.us
103.122.166.248
103.122.167.248
Australia
us01peer01.sg.zoom.us
us01peer01.ty.zoom.us
149.137.41.246
207.226.132.198
APAC
us01peer01.hk.zoom.us
209.9.211.198
China
us01peer01.os.zoom.us
us01peer01.ty.zoom.us
149.137.25.246
207.226.132.198
Japan
Premises Peering customers will need to open ports on their firewall for all the IP addresses in the
region(s) they are connecting to in order to facilitate inbound and outbound signaling traffic.
Premises Peering Media Traffic
Premises Peering media traffic depends on the geographical location of the customer's SBC(s) and
the corresponding Zoom data center the customer would like to send and receive traffic. The data
center leveraged for Signaling will correspond to the data center for media.
Regional media traffic and ports are as follows:
Traffic Type
Protocol
Ports
Source
Destination
Region
162.12.232.0/22
North America
64.211.144.0/24
149.137.69.0/24
LATAM
213.19.144.0/24
213.244.140.0/24
Media
UDP/SRTP
20000-64000
Customer SBC
103.122.166.0/23
149.137.41.0/24
207.226.132.0/24
EMEA
Australia
APAC
209.9.211.0/24
China
207.226.132.0/24
149.137.25.0/24
Japan
Session Border Controllers (SBCs)
As a hardware-agnostic organization, Zoom does not require a specific make or model of SBC to be
used for Premises Peering. There are specific requirements that a SBC must support in order to
function properly with Premises Peering solutions. This allows organizations to leverage their
existing equipment, protecting their investments when using Premises Peering connections.
Zoom works with hardware partners to test and validate solution functionality with a variety of
SBCs manufacturers' makes and models.
General SBC(s) Requirements
●
●
●
●
●
TLS 1.2 and SRTP (if using Premises Peering via the Internet)
○ Support for Mutual TLS
SIP
Appropriate number of session licenses on SBC(s)
DTMF (RFC-2833)
Topology hiding (RFC-5853)
Zoom SBC Certificates
Zoom utilizes DigiCert as a CA provider for SIP Trunking services. For TLS to function between a
customer environment and Zoom the appropriate DigiCert chain will need to be loaded to the
customer’s SBC. The following is a link to the DigiCert website where the certificate root may be
obtained: https://www.digicert.com/kb/digicert-root-certificates.htm#roots
CRT
PEM
DigiCert Global Root CA
https://cacerts.digicert.com/DigiCert
GlobalRootCA.crt
https://cacerts.digicert.com/Digi
CertGlobalRootCA.crt.pem
DigiCert Global Root G2
https://cacerts.digicert.com/DigiCert
GlobalRootG2.crt
https://cacerts.digicert.com/Digi
CertGlobalRootG2.crt.pem
DigiCert Global Root G3
https://cacerts.digicert.com/DigiCert
GlobalRootG3.crt
https://cacerts.digicert.com/Digi
CertGlobalRootG3.crt.pem
Partner SBC Configuration Reference Guides
Zoom certified SBC configuration guides may be found on the Zoom Phone Certified Hardware
support page.
Premises Peering Firewall Requirements
Please reference Premises Peering Signaling Traffic and Premises Peering Media Traffic for details
regarding firewall requirements. Please refer to Zoom’s Network Firewall or Proxy Server
Settings for a full list of firewall requirements for client connectivity.
Signaling Traffic
Traffic Type
Protocol
Signaling
TCP/TLS
Source
Customer
SBC
Destination Port
5061
Destination IPs
Region
162.12.233.59
162.12.232.59
162.12.235.85
North America
64.211.144.247
149.137.69.247
LATAM
213.19.144.198
213.244.140.198
EMEA
103.122.166.248
103.122.167.248
Australia
149.137.41.246
207.226.132.198
APAC
209.9.211.198
China
149.137.25.246
207.226.132.198
Japan
Destination IPs
Region
162.12.232.0/22
North America
64.211.144.0/24
149.137.69.0/24
LATAM
213.19.144.0/24
213.244.140.0/24
EMEA
103.122.166.0/23
Australia
149.137.41.0/24
207.226.132.0/24
APAC
209.9.211.0/24
China
207.226.132.0/24
149.137.25.0/24
Japan
Media Traffic
Traffic Type
Media
Protocol
UDP/SRTP
Source
Customer
SBC
Destination Ports
20000-64000
Premises Peering Audio Codecs
Premises Peering connections, both via the Internet or private circuit options, will prefer the
following codecs as listed below:
● OPUS
● G.722
● G.711A-law/μ-law
● G.729
Depending on the preferred audio codec negotiated, customers may require Media Termination
Point (MTP) resources within their network to handle any necessary transcoding.
SIP Trunk Behavior
SIP Trunk Status
During a call initiation Zoom will failover to the next IP in a trunk group if 3 invites are sent and not
replied to for the call.
Should a particular IP in a trunk not respond to 3 SIP options Zoom will mark the trunk as down
and not send calls to the IP until replies to SIP options are received.
Dial Plan Functionality
The dial plan functionality is intended to provide users and administrators with a seamless
experience for interoperability with the Zoom Platform. Within this section, an overview will be
provided of the tools available to administrators for both Premises Peering PSTN and Premises
Peering PBX in addition to how Zoom’s dial plan is implemented.
Premises Peering PSTN
Premises Peering PSTN was developed to empower organizations to leverage their existing PSTN
carriers to ease the migration onto the Zoom Phone platform. For more information refer to the
Zoom Phone Premises Peering section of this document.
Outbound routing is determined by the package assigned to a user. Based on the package
assigned, a user will have the ability to place a call to the PSTN leveraging Native Zoom Phone and
or Premises Peering PSTN (BYOC). Zoom Phone is aware of what carrier a given number should
use based on whether it’s a Native Zoom Phone number or BYOC Number.
Should a user have both a Native Zoom Phone and Premises Peering PSTN (BYOC) package the
call will be routed based on the calling and called numbers. For example, if the calling number is
associated with a Zoom Phone carrier, that call will egress Zoom Phone carriers. If the calling
number is a BYOC number, that call will egress as determined by the Premises Peering PSTN
(BYOC) routing table. Should multiple SIP trunks be required for a customer environment Zoom
will coordinate with the customer to establish the desired outbound routing if multiple SIP trunks
are used.
Zoom utilizes the E.164 numbering plan to support a global dial plan architecture. Premises
Peering PSTN SIP trunks with Zoom are required to send and receive E.164 dialing strings for all
calls. For more information on E.164 please refer to ITU’s website.
Premises Peering PBX
The intent of the Premises Peering PBX is to provide the necessary architecture for migrations to
Zoom Phone. When considering a dial plan, Premises Peering PBX can leverage the same SBCs
that are being used for a Premises Peering PSTN SIP trunk. Organizations should ensure the dial
plans on their SBCs are designed to support this model. This topology eliminates the complexity of
needing to manage various SBCs for different purposes. Premises Peering PBX dial plan
functionalities include External Contacts, E.164 on net dial plans (optional) and account/site level
Directory Backup Routing Rules with called number translation capabilities. E.164 signaling is not
required for Premises Peering PBX but is supported if necessary.
Unlike Premises Peering PSTN, a Zoom Phone Pro License is not required to route calls to a
Premises peered PBX.
When considering dial plan requirements for Premises Peering PBX, it’s important to understand
how the dial plan on the existing PBX and the dial plan on Zoom Phone will interact.
Dial Plan Order
1. Check for number within Zoom Phone within Zoom account
A search is performed on the administratively configured Zoom Phone dial plan
searching assigned extensions and DID/DDIs. This also applies to administratively
defined BYOC numbers
2. Check for a number match in External Contacts
Should a matching string not be found identified in step 1 the platform then
searches for a match within administratively configured contacts
3. Check for a matching Directory Backup Routing Rule
If an explicit match hasn’t been identified in steps 1 and 2, the platform will search
using administratively defined regular expressions. These expressions are matched
in a top down format
Note: Directory Backup Routing Rules may be applied at an account or site
level.
4. Route call via PSTN
If a pattern match is not found in the above options, the call is routed to the PSTN
based on the user’s administratively defined calling package and the DID/DDI
selected for the call
● For instances in which the user has a Native calling package (Zoom
provided PSTN) calls will route via Zoom carriers
● If the user is assigned a BYOC number and that number has a SIP group
associated with it, the call will egress per the defined SIP Group
● Should the BYOC number not have a SIP group, the call will egress per the
BYOC routing table
Supported Endpoints
Premises Peering can be used with any Zoom client and Zoom supported devices. For a list of
Zoom Phone supported endpoints please refer to Zoom Phone Supported Devices.
Note: packages may be required depending on use, see Licensing Requirements.
Configuring Premises Peering
Zoom Phone Premises Peering allows organizations to connect on-Premises telephony
infrastructure into the Zoom Phone cloud for use with PSTN connectivity, legacy PBX connectivity
or a mixture of both. This allows companies for a seamless transition to migrate end users and
workloads to the cloud with the least amount of disruptions.
Customers should reference the Planning for Zoom Phone Premises Peering and Premises Peering
Infrastructure Requirements articles to understand the necessary requirements for their
particular deployment options.
Premises Peering - PSTN
Initial Setup
Customers should reference the Planning for Zoom Phone Premises Peering prerequisites prior to
the initial setup of their SIP trunks. At least one SIP trunk should have been established with the
Zoom account team to validate connectivity, signaling and media. If additional information is
required, or to set up additional connections, please reach out to your Zoom account team.
Organizations are required to abide by all telecommunications laws and regulations that govern
particular geographic locations. For more information about dial plan requirements and digit
format, please see the Dial Plan Functionality details.
Define call out countries
To protect organizations leveraging Premises Peering PSTN from unexpected international
charges, only some countries have been enabled by default for call out. Once Premises Peering
PSTN has been enabled for an account the administrator with billing privileges assigned in the
Zoom administration portal should ensure all appropriate countries are selected for call out.
Navigate to Account Management > Billing > Zoom Phone > View/Edit Countries/Regions > BYOC
to select call out Countries and Regions as needed.
SIP Trunk Administration
Zoom offers advanced routing options for a variety of call routing requirements. Organizations
can deploy one or more SIP trunk(s) to Zoom depending on their environment and specific
architecture requirements. With a Single SIP trunk configuration, an organization has one SIP
trunk for Premises Peering PSTN with Zoom Phone and all calls placed by users with Zoom Phone
Pro Licenses destined for the PSTN will be sent to that individual SIP trunk. In a Multi-trunk
configuration, an organization choosing to leverage several SIP trunks with the Zoom Phone
platform, have the ability to customize the routing based on their routing needs.
Trunk Groups
Depending on the trunking requirements to connect an environment to Zoom there may need to
have multiple trunks to provide services such as high availability. The trunk group is used to group
multiple SIP Trunks into a shared container called a Trunk Group. These Trunk Groups may be
associated with SIP Groups to provide the customer more finite control of what calls may be
routed where. The Trunk Group may have multiple SIP targets based on the organizations
Premises Peering PSTN trunk group configuration. A Trunk Group with the Carrier type “BYOC”
will be required for Premises Peering PSTN. Trunk Groups may be configured by navigating to
Phone System Management -> Company Info -> Account Settings -> Routing -> Trunk Group.
SIP Groups
Administrators define SIP Groups and assign SIP trunks to them to define how outgoing calls will
be routed to specific trunks. SIP Groups are defined in the administration portal by navigating to
Phone System Management -> Company Info -> Account Settings -> Routing -> SIP Group.
Administrators will configure the SIP Group Name, Trunk Group (routing destination) and a
description (optional).
If enabled, administratively defined SIP Group names may be sent in the SIP header providing
another method of call identification.
SIP Group names may also be included in the SIP invite as a custom header. The header is will be
labeled ‘X-SIP-GROUP’
Premises Peering PSTN Routing
Companies can view their Premises Peering PSTN (BYOC) routing rules by navigating to Phone
System Management -> Company Info -> Account Settings -> Routing ->BYOC. This page displays
a read only view of the outbound routing rules sorted in descending order of priority. The order list
consists of Prefix From/To, Carrier, and designated SIP Zone information. . Please work with your
Zoom account team for any edits that may be necessary for the SIP trunk(s) details. This is a read
only view of the Premises Peering PSTN routing, routing configuration changes cannot be made
through this section at this time. If routing changes are required, please reach out to your Zoom
account team.
Phone Number Management
Zoom Phone BYOC phone number management provides administrators with a simple mechanism
to upload and assign Premises Peering PSTN numbers to the Zoom administration portal. To
access and upload BYOC phone numbers used from Premises Peering PSTN connections, navigate
to Phone System Management -> Phone Numbers -> BYOC from the Zoom administration portal.
From here, administrators can add numbers statically, import bulk number blocks via
comma-separated values (CSV) files or export their existing ones for ease of management.
Administrators have the ability to map BYOC phone numbers to a SIP Group allowing
administrators greater control over their Premises Peering PSTN routing. If a SIP group is
associated with a number, anytime that number is used for a call the call will egress via the defined
SIP trunk. If no SIP group is defined, the default Premises Peering PSTN routing policies will be
used (see Premises Peering PSTN Routing). BYOC Numbers can also be filtered via the
administration page using the filter drop downs to easily sort and identify a number or range of
numbers.
For additional information about managing phone numbers refer to Managing Phone Numbers on
the Zoom support page.
Associating SIP Groups with BYOC numbers
A SIP Group should be associated with an BYOC number to define the egress trunk(s) utilized for
outbound calls. Once an BYOC number has been associated with a SIP Group any time that
number is used as the calling number the call will egress the SIP Group associated with that
number. To associate SIP Groups with numbers navigate to Phone System Management -> Phone
Numbers -> BYOC. A SIP Group may be associated on a DID basis or in bulk via CSV import.
Enabling End Users
Zoom offers flexible licensing to allow organizations to enable their end users with the proper
calling requirements based on their needs. End users that will leverage PSTN connectivity through
a company's Premises Peering PSTN link(s) will need Zoom’s “Zoom Phone Pro License” to enable
the ingress and egress of calls through the established SIP trunk(s). Please see the Licensing
Requirements section for further details on exact licensing requirements an organization may
require.
Administrators will need to enable their end user for Zoom Phone capabilities and for the
appropriate package based on the desired functionality. Zoom provides additional administration
tools leveraging SSO for just in time provisioning, pre-provisioning and bulk configuration. For
details regarding enabling end users for Zoom Phone and assigning packages please refer to
Managing Phone Users or for information on using SSO refer to Single Sign On on the Zoom
support site.
Emergency Calling
Zoom offers organizations flexible emergency call routing options within the Zoom administration
portal. Organizations leveraging Premises Peering PSTN have the option of routing emergency
calls (for United States and Canada Premises Peering numbers) through their existing Premises
Peering PSTN SIP trunks or utilize Zoom carriers and emergency calling service on per site level (if
using multiple sites).
To configure emergency calls to route through Premises Peering PSTN carrier or Zoom, navigate
to Phone System Management -> Company Info -> Site (if using multiple sites) -> Emergency
Services -> Nomadic Emergency Service. Administrators will have a drop down to select the
target carrier for routing emergency calls placed by BYOC numbers. For Non-United
States/Canada BYOC numbers, emergency calls will always be routed via BYOC Carrier. For
United States and Canada BYOC numbers, the administrator will have a choice to route the
emergency call via BYOC Carrier or Zoom. Note: if the “BYOC Carrier” option is selected,
emergency addresses reported to the Public Safety Answering Point will be based upon the BYOC
Carriers records.
Note If BYOC is chosen as the target for emergency calls placed by BYOC numbers
ERL/ELIN may be leveraged. ERL/ELIN is outside of the scope of this document.
Zoom Phone call log will denote which “Carrier” was routed to the corresponding emergency call
for audit purposes.
Premises Peering PBX
Initial Setup
Customers should reference the Planning for Zoom Phone Premises Peering Prerequisites prior to
the initial setup of their SIP trunks. At least one SIP trunk should be established with the Zoom
account team to validate connectivity, signaling and media. If additional information is required,
or to set up additional connections, please reach out to your Zoom account team. Organizations
are required to abide by all telecommunications laws and regulations that govern particular
geographic locations. For more information about dial plan requirements and digit format, please
see the Dial Plan Functionality details.
Enabling End Users
Zoom offers flexible licensing to allow organizations to enable their end users with the proper
calling requirements based on their needs. Administrators will need to enable their end users to
leverage Premises Peering PBX for Zoom Phone capabilities and assign an extension to them.
Please see the Licensing Requirements section for further details on exact licensing requirements
an organization may require. For additional details regarding enabling end users for Zoom Phone
and assigning packages please refer to the Managing Phone Users article on our support page.
SIP Trunk Administration
Zoom offers advanced routing options for a variety of call routing requirements. Organizations
can deploy one or more SIP trunks to Zoom depending on their environment and specific
architecture requirements. With a Single SIP trunk configuration, an organization has one SIP
trunk for Premises Peering PBX with Zoom Phone, all calls placed by users destined for the
organizations legacy PBX will be sent to that individual SIP trunk. In a Multi-trunk configuration,
an organization choosing to leverage several SIP trunks with the Zoom Phone platform, have the
ability to customize the routing based on their routing needs via Directory Backup Routing Rules.
Trunk Groups
Depending on the trunking requirements to connect an environment to Zoom there may need to
have multiple trunks to provide services such as high availability. The trunk group is used to group
multiple SIP Trunks into a shared container called a Trunk Group. These Trunk Groups may be
associated with SIP Groups to provide the customer more finte control of what calls may be
routed where. The Trunk Group may have multiple SIP targets based on the organizations
Premises Peering PSTN trunk group configuration. A SIP trunk with the Carrier type “BYOP” will
be required for Premises Peering PBX. Trunk Groups may be configured by navigating to Phone
System Management -> Company Info -> Account Settings -> Routing -> Trunk Group.
SIP Groups
Administrators configure SIP Groups and assign SIP trunks to them to define how outgoing calls
will be routed to the specified trunks. SIP Groups are configured in the administration portal by
navigating to Phone System Management -> Company Info -> Account Settings -> Routing -> SIP
Groups. Administrators will configure the SIP Group Name, SIP Trunk (routing destination) and a
description (optional). The SIP trunk may have multiple SIP targets based on the trunk group
configuration.
If enabled, administratively defined SIP Group names may be sent in the SIP header providing
another method of call identification.
Directory Backup Routing Rules
The directory backup routing rules are a series of administratively defined regular expressions
that administrators use to route digits or digit strings to a particular Premises Peering PBX
destination and if necessary translate called numbers. Directory backup routing rules can be
viewed and managed by navigating to Phone System Management -> Company Info -> Account
Settings -> Directory Backup Routing Rules in the Zoom administration portal. Routing Rules are
matched in a top-down order. Please refer to the Dial Plan Order for more information regarding
digit selection. The following are parameters of a routing rule:
● Level: Specifies what users have access to dial the routing rule. Administrators can set
routing rules to be on an account level or per site basis.
● Order: Identifies the sequence in which the routing rule will be considered for a match.
Routing rules are matched in a top-down order.
● Name/Routing Rule: Administratively defined name of the routing rule.
● Number Pattern: The regular expression number pattern that will be “matched” when
searching the routing rules. Administors can also use the “test” functionality to test if a
potential call will match the routing rule.
● Translation (optional): When necessary, administrators may translate called numbers
before the call is sent to the routing path. Administors can also use the “test” functionality
to test if a potential call will match the routing rule.
●
Routing Path: Administrators may specify PSTN or SIP trunks as the routing path for the
specified routing rule.
External Contacts
External contacts allows administrators to add company contacts that are not Zoom Phone
subscribers. These contacts will be added to the contacts directory and be accessible to Zoom
applications allowing Zoom Phone users to search and dial external contacts. Administrators can
add external contacts ad hoc through the administration portal or via a CSV import.
Administrators may export these contacts to CSV as well. For more information about configuring
external contacts refer to the Zoom Support site on Creating a Shared Contacts Directory.
The following are configuration parameters of an external contact:
● ID (Optional): Provides a unique identifier when importing new contacts.
● Name: Administratively defined name of the external contact.
● Email (Optional): Email address for the external contact.
● Extension Number (Optional): Extension number of the external contact. Ensure this
extension number does not overlap with another number inside of Zoom Phone.
● Phone Number(s) (optional): Phone number(s) of the external contact. The phone
number(s) needs to be in an E.164 format. If more than one number is required, entries can
be separated by commas. This field is required if no extension number is defined.
● Description (Optional): Administrators may specify PSTN or SIP trunks as the routing path
for the specified routing rule.
● Routing Path (Optional) - Administrators may specify PSTN or SIP Groups as the routing
path. If no path is defined, calls will be routed according to Directory Backup Routing
Rules.
Troubleshooting
Zoom provides multiple tools enabling organizations to troubleshoot connectivity or call quality
issues they may experience. These tools are intended to assist administrators with an easy and
information rich way to identify problems that may surface enabling them to quickly resolve those
issues. Zoom highly encourages organizations to be on the latest version of the Zoom client for
optimal performance and feature enhancements. To access the latest version of the Zoom client
please go to https://zoom.us/download. For additional information regarding Zoom Support
please visit https://support.zoom.us.
Client Issues
Client Connectivity Issues
Most client connectivity issues can be traced back to firewall related configuration issues. If
firewall issues are present, typically Zoom Phone will show a red exclamation mark indicating an
issue. Users will not be able to make or receive inbound and outbound calls until the client has the
ability to register to the Zoom Phone call control. If a user is encountering registration issues
please refer to the Network Firewall or Proxy Server Setting for Zoom guide to ensure the proper
ports have been configured for Zoom Phone. If the client is receiving any kind of error code, please
refer to the Error Codes for Zoom Phone for additional information. Users have the ability to
check their Zoom Phone registration status via the client by navigating to the Zoom Client Settings
-> Statistics -> Phone.
One Way Audio
One way audio can persist in an environment for a multitude of different reasons. A bi-directional
audio test is built into the Zoom Phone platform and may be used by dialing *TEST (*8378). Users
can follow the automated instructions in order to test their audio path and ensure bi-directional
audio is working properly.
Report a Problem
If an issue is encountered while using the Zoom application, a problem report can be sent to Zoom
inorder to help our Support team troubleshoot and resolve the issue. If the customer does not
already have a ticket open with Zoom, we recommend opening a ticket with support first before
sending the report. When requested by a Support agent, users can generate a problem report for
troubleshooting by navigating to the Zoom Client Settings -> Phone -> Report a Problem.
Premises Peering Trunks
Connectivity Issues
Most Premises Peering SIP trunk connectivity issues can be traced back to firewall related
configuration issues. Please refer to the Premises Peering Firewall Requirements section of this
document to ensure the appropriate firewall ports and protocols have been opened. If the client is
receiving any kind of error code please refer to the Error Codes for Zoom Phone for additional
information.
Report a Problem
If an issue is encountered while using the Zoom application, a problem report can be sent to Zoom
inorder to help our Support team troubleshoot and resolve the issue. If the customer does not
already have a ticket open with Zoom, we recommend opening a ticket with support first before
sending the report. When requested by a Support agent, users can generate a problem report for
troubleshooting by navigating to the Zoom Client Settings -> Phone -> Report a Problem.
Dashboard
The Zoom Phone dashboard allows administrators to view information on the account ranging
from overall call quality to live in-call data. Every Zoom Phone call is rated on its Mean Opinion
Score (MOS) and given an overall MOS score value. Administrators can view this information in an
easy to use dashboard to analyze both good and bad quality calls. Administrators can “drill in” on
good and bad quality calls to see bitrate, average packet loss, maximum packet loss, jitter and
network delay for each leg of a call. Additionally, administrators have the ability to see what
devices and voice codecs are being used, Internet Service Providers (ISPs), network information
and the ability to view specific extension types to drill in further. Please refer to the Viewing the
Quality Dashboard and Usage Reports for more detailed information regarding Zoom Phone
statistics. To learn more about the Zoom dashboard please refer to the Getting Started with
Dashboard.
Appendix A - Premises Peering Public Trusted
Certificate List
Certificate Issuer
Organization
Common Name or Certificate Name
Buypass AS-983163327
Buypass Class 2 Root CA
Buypass AS-983163327
Buypass Class 3 Root CA
Baltimore
Baltimore CyberTrust Root
Cybertrust, Inc
Cybertrust Global Root
DigiCert Inc
DigiCert Assured ID Root CA
DigiCert Inc
DigiCert Assured ID Root G2
DigiCert Inc
DigiCert Assured ID Root G3
DigiCert Inc
DigiCert Global Root CA
DigiCert Inc
DigiCert Global Root G2
DigiCert Inc
DigiCert Global Root G3
DigiCert Inc
DigiCert High Assurance EV Root CA
DigiCert Inc
DigiCert Trusted Root G4
GeoTrust Inc.
GeoTrust Global CA
GeoTrust Inc.
GeoTrust Primary Certification Authority
GeoTrust Inc.
GeoTrust Primary Certification Authority - G2
GeoTrust Inc.
GeoTrust Primary Certification Authority - G3
GeoTrust Inc.
GeoTrust Universal CA
GeoTrust Inc.
GeoTrust Universal CA 2
Symantec Corporation
Symantec Class 1 Public Primary Certification Authority - G4
Symantec Corporation
Symantec Class 1 Public Primary Certification Authority - G6
Symantec Corporation
Symantec Class 2 Public Primary Certification Authority - G4
Symantec Corporation
Symantec Class 2 Public Primary Certification Authority - G6
Thawte, Inc.
Thawte Primary Root CA
Thawte, Inc.
Thawte Primary Root CA - G2
Thawte, Inc.
Thawte Primary Root CA - G3
VeriSign, Inc.
VeriSign Class 1 Public Primary Certification Authority - G3
VeriSign, Inc.
VeriSign Class 2 Public Primary Certification Authority - G3
VeriSign, Inc.
VeriSign Class 3 Public Primary Certification Authority - G3
VeriSign, Inc.
VeriSign Class 3 Public Primary Certification Authority - G4
VeriSign, Inc.
VeriSign Class 3 Public Primary Certification Authority - G5
VeriSign, Inc.
VeriSign Universal Root Certification Authority
AffirmTrust
AffirmTrust Commercial
AffirmTrust
AffirmTrust Networking
AffirmTrust
AffirmTrust Premium
AffirmTrust
AffirmTrust Premium ECC
Entrust, Inc.
Entrust Root Certification Authority
Entrust, Inc.
Entrust Root Certification Authority - EC1
Entrust, Inc.
Entrust Root Certification Authority - G2
Entrust, Inc.
Entrust Root Certification Authority - G4
Entrust.net
Entrust.net Certification Authority (2048)
GlobalSign
GlobalSign
GlobalSign
GlobalSign
GlobalSign
GlobalSign
GlobalSign nv-sa
GlobalSign Root CA
The GoDaddy Group, Inc.
Go Daddy Class 2 CA
GoDaddy.com, Inc.
Go Daddy Root Certificate Authority - G2
Starfield Technologies, Inc.
Starfield Class 2 CA
Starfield Technologies, Inc.
Starfield Root Certificate Authority - G2
QuoVadis Limited
QuoVadis Root CA 1 G3
QuoVadis Limited
QuoVadis Root CA 2
QuoVadis Limited
QuoVadis Root CA 2 G3
QuoVadis Limited
QuoVadis Root CA 3
QuoVadis Limited
QuoVadis Root CA 3 G3
QuoVadis Limited
QuoVadis Root Certification Authority
Comodo CA Limited
AAA Certificate Services
AddTrust AB
AddTrust Class 1 CA Root
AddTrust AB
AddTrust External CA Root
COMODO CA Limited
COMODO Certification Authority
COMODO CA Limited
COMODO ECC Certification Authority
COMODO CA Limited
COMODO RSA Certification Authority
The USERTRUST Network
USERTrust ECC Certification Authority
The USERTRUST Network
USERTrust RSA Certification Authority
T-Systems Enterprise Services
GmbH
T-TeleSec GlobalRoot Class 2
T-Systems Enterprise Services
GmbH
T-TeleSec GlobalRoot Class 3