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 6 6 7 7 7 8 9 9 9 10 11 11 11 11 12 12 12 13 13 13 13 13 14 14 15 Configuring Premises Peering Premises Peering - PSTN Initial Setup Define call out countries SIP Trunk Administration 15 15 15 16 16 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 16 17 17 17 18 18 18 20 20 20 20 21 21 21 22 Troubleshooting Client Issues Client Connectivity Issues One Way Audio Report a Problem Premises Peering Trunks Connectivity Issues Report a Problem Dashboard 23 23 23 23 23 24 24 24 24 Appendix A - Premises Peering Public Trusted Certificate List 26 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