Zoom Phone & UCaaS Leadership (by GIS): Zoom Phone for Multi-Site & Global Organizations (by GIS)

Multi-site and global teams are moving from local telephony decisions to a single, centrally managed Zoom Phone operating model. The shift is away from ad hoc, site-by-site configurations toward standardized call flows, numbering plans and support processes. This changes ownership: central IT defines patterns and guardrails, while local teams handle defined exceptions and endpoint readiness. The result is less engineering at the edge and more predictable deployments at scale.

• Reduces variation in call handling across regions, cutting troubleshooting time during incidents.
• Speeds new site go-lives by reusing proven call flow and numbering templates.
• Clarifies support boundaries between central IT, local facilities and external partners.
• Improves reliability for executive and cross-functional calls by limiting custom local configurations.

Teams define a global baseline: standard call flows, routing rules and user profiles that work in every region where you operate. Local sites request changes through a simple pattern library, such as defined menu structures or time-of-day behaviors, instead of free-form designs. Central IT owns configuration, numbering and carrier alignment in Zoom Phone, while local teams own device inventory, room readiness and endpoint testing. A partner manages change control, documentation and runbooks so each new site follows the same sequence, and artifacts. Support tickets route through a single playbook that references shared templates and diagrams.

This week, draft one standard Zoom Phone call flow template for new sites—greeting, menu, routing and after-hours behavior—and use it as the default for the next change request.

• Inventory your current site-to-site call flows and identify the three most common patterns.
• Define ownership for global Zoom Phone configuration versus local endpoint readiness and document it.
• Create a basic runbook for bringing a new site online using a single standard call flow template.