Sinch Calling for Zoom Phone Administration Portal User Guide

This guide explores all the features of your Sinch Calling for Zoom Phone portal for managing your account

Sinch Calling for Zoom Phone Administration Portal

Sinch Calling for Zoom Phone is a Bring Your Own Carrier (BYOC) solution that enables clients using the Zoom PBX functionality to choose their own carrier for the Zoom Phone portion of that service. Zoom phone is a softphone within the Zoom PBX that allows users to call to the PSTN (Public Switched Telephone Network). You can order new numbers (both DID and Toll Free) for PBX Applications such as Auto Attendants and/or User assignment(s).

This user guide will demonstrate how to navigate and use the features of the Administration Portal, including ordering new numbers and synchronizing new or ported telephone numbers to your Zoom PBX for use with Zoom Phone or Zoom PBX applications.

All new users will receive an email with a link to the portal. Upon first access, you will be asked to create a password to activate your account. The initial user can then add additional administrators to the portal which will be covered later in this document.

Dashboard View

The initial landing page for the Administration Portal shows a dashboard view with the amount of both Local Numbers and Toll Free numbers currently on your account.

Authentication Menu

Click on the Authentication menu to setup and manage linking your Sinch Calling for Zoom Phone Administration Portal to your Zoom account. Zoom uses this authentication to secure communications between both the Sinch platform and the Zoom PBX for adds, moves and changes as it relates to the telephone numbers in your inventory. This authentication periodically expires to help keep your account secure. If the authentication has expired, click on the “Refresh” button to refresh the authentication token. As long as the authentication remains valid, you can continue to other sections or the portal to complete any other actions.

 

Numbers

This next section will address the ordering of new numbers and synchronizing them with the Zoom platform for use.

Click on “Numbers and Locations” to reveal the list of current telephone numbers assigned to the account. To order new numbers, click on the “Add Numbers” button in the upper right corner of the screen.

 

Within the add screen you will have the ability to search through the Sinch inventory and filter numbers based on Postal Code, or City and State. This tool allows you to order both Local Numbers and Toll-Free numbers as well as searching for Vanity numbers to match your criteria.

A quick search of postal code 80112 reveals all the available numbers in the Sinch inventory that matches. Select the number(s) by selecting the check box next to the desired number(s) then click “Buy Numbers” to purchase them.

Now that the numbers have been purchased, return to the “Numbers and Locations” screen to synchronize the newly purchased number(s) with the Zoom PBX. Click the “Sync To Zoom”.   

This will take a few moments to complete. Once completed successfully the numbers will be available in the Zoom platform for assignment and usage.

 

Locations

The next section will address adding additional locations. Adding a location, though not required, will be helpful as an administrator to keep the appropriate inventory organized if you have multiple locations. It will also aid in separation of billing based on location assignment of the telephone numbers.

Click on “Add Location” to begin adding your locations. The first location is established based on the order submission from the sales team.

Next, fill out the form with the correct service address information, then click “Validate”.

 

Select “OK” to confirm the address.

Next, select “Add” to add it to your list of validated locations.

The new location will now be available to assign telephone numbers to.

 

Number Management

This next section will go over the options available for individual numbers such as assigning a number to a location or enabling International calling for a specific number.

Click on numbers and locations to reveal the list of numbers in your inventory. 

Next select the number to activate features or assign to a location.

Here you can update location information, outbound Caller name or enable International Calling abilities if enabled. In this example, we will update the location for this number. Select the drop down box and select the desired location. 

Next click “Update”.  

The number will now be listed under the newly selected location.

 

Number Porting

This next section will go over “port-ins”. Porting is the process of moving the number from your existing carrier over to Sinch for use with Zoom. Once you have the list of numbers compiled and are ready to schedule a port-in click port-in orders on the left hand side of the screen then select “Create Order”. 

 

On this screen you can download the .csv file to add the numbers to the order or enter the numbers individually on the right-hand side of the screen. Once you update the .csv with the list of numbers, browse to that file on your computer or drop and drag the file into the field where it is stated to upload the file.

This example will show a single number port-in. Enter each desired number in the “+Add TN”

Next select “Validate TN” to check that the number(s) are available for porting. Click "Port-in TNs" to begin creating your port order.

 

Verify the list of numbers and provide the necessary information required for submission of the port. You will need to complete the “Order Template” section by selecting a date and time, and time zone you would like the port to occur.

 

You will also need to provide the BTN (the main telephone number your account is tied to) and basic account information regarding your previous carrier’s account. This information can usually be found on your bill copy.

Choose the number(s) to use with this account information and click the arrow to move them to the right panel. You can use ctrl-click or shift-click to multi-select numbers from the list on the left.

 

Once completed, select Next. Verify the information shown and then complete the port-in order. You will then receive an email along with the order details and continue to receive notifications emails during order processing. You can also review the order status at any time by selecting “Port-In Orders” on the left had side of the screen and click on the order for status.

You can select on the order number to expand for further details. This will show the desired due date, FOC (firm order commitment) date and losing carrier notes if available to track your order and prepare for impending order to complete.

 

Orders

All basic order information and status will show in the “Orders” screen as well. Select “Orders” on the left-hand side of the screen for the list of orders in progress and history of completed orders. Clicking an ID will provide more details on what was in that order.

 

Bulk Updates

The next section will cover bulk updates. Bulk updates allow you to make changes to multiple numbers at once, saving you time on repetitive tasks you may need to perform regarding your numbers like activating them for international calling. Click on “Bulk Update” menu. Click on the Download CSV button to retrieve a CSV file containing a list of your current phone numbers and associated fields available for manipulation. Note that the CSV file will be emailed to you.

In the email, click the Download button to retrieve the generated CSV file. Once downloaded to your computer, open the file to view/change the parameters you wish to update. You can also delete any rows of numbers you don't want to change and only upload a CSV with rows that include changes. It's not necessary to re-upload the entire list of numbers.

 

Once you have made the desired changes it, save it to your PC. Then return to the portal and select “Upload and Validate” or drag and drop the file into the area where it is stated as such. Upload and validate will take you to your files, select the proper file then click “Open”. 

The system will validate the file and report a success or failure. Assuming it is successfully validated, simply click on the Update button to initiate the bulk upload changes. This bulk changes may take a few minutes to complete and are done in the background.

 

To check on the progress of the update, click on History on the left-hand side of the portal, then find the correct file and click Details to see the progress.

 

Account Administration

This final section will address the addition of users for portal access, call logs, billing and support. 

Users

To add additional administrators for your organization, select “User” on the left-hand side of the screen. To add a new users click “Add New User” .

 

Add the desired users email, first and last name along with checking the box for admin and/or billing contact to add them to the list of allowed users to this portal, then select “Send Invitation”.  They will receive an email invitation to log into the system. The user designated as the Billing Contact will receive a monthly invoice email.

 

Call Logs

Click on “Call Logs” on the left-hand side of the screen to view you current call history.

You can use filters to select date ranges, from number or to number based on a specific call you are looking for or an entire list of calls for a specific range of time, day, week, or month(s).

Select Search to see it on the screen or click “Download CSV” to save it to a CSV file on your computer.

Billing

To review your monthly bill, select “Billing” from the left-hand side of the screen. Then select the download button under actions to view and download your monthly bill statement.

 

Support

For any support issues related to number purchasing or other issues, select “Support” on the left-hand side of the screen. Our support number is on the screen for you to call in and get phone support over the phone, or you can create a support case by selecting “Create Case”.  Provide as much detail as you can about the issue you are experiencing.

Existing support cases will show in the portal so you have a complete history of all cases you've opened. When you call in for support, a case will be opened for you by the support team, and this will also show in your portal.

 

Removing the Integration

To remove the integration between Zoom and Sinch, please follow the support process above to submit a case. Our support team will coordinate the removal of the integration with you. Once the integration is removed, follow these steps:

Removing the App

1. Login to your Zoom Account and navigate to the Zoom App Marketplace.
2. Click Manage >> Added Apps or search for the "Sinch" app.
3. Click the "Sinch Voice for Zoom Calling" app.
4. Click Remove.