Zoom Phone

Detailed overview of Zoom Phone

Zoom Phone

Zoom Phone Deep Dive Overview

Zoom’s modern communications platform First Last Name Title ©© 22002212 ZZoooom m VViiddeeoo CCoommummunniicacattiioonns,s, IInnc.c. 1

The New Hybrid Work Model The need for a unified experience The Surge in   Unified Communications & Team Collaboration as the Intelligent UC&C Platform   Video Meetings Collaboration (UC&C) Voice New Dial Tone in the with team collaboration Video conf surged in 2020 and Messaging COVID Era Transition from analog features to In 2021, video conferencing Demands to offer multiple means of Many front-line worker jobs true intelligent communications became the must-have communicating—calls, voice, video depend on team collaboration. platforms. Seamless Modalities UC&C application to support meetings, and enterprise-grade Remote knowledge workers rely and Full Functionality hybrid work. video is a more messaging. heavily on team collaboration proven way to collaborate tools effectively ©© 22002211 ZZoooom m VViiddeeoo CCoommummunniicacattiioonns,s, IInnc.c. 22

Future of Work Gartner Research Report Demands: 39% 75% ● Seamless modalities and full functionality ● Robust analytics ● Automation ● Intelligence ● Easy processes ● UC&C + contact center ● Voice cloud migrations & hybrid cloud ● Team collaboration - the only way to make remote work a success Knowledge workers Hybrid/remote workers have ● APIs and new experiences surveyed said they may increased expectations leave their job if they're around workplace flexibility ● Marketplace for integrations expected to fully return in person © 2021 Zoom Video Communications, Inc. 3

More than meetings, Zoom is focused on full UC&C platform I truly believe that a flexible workforce is something that employers will need to accommodate in order to have the best shot to attract and retain talent. As leaders, we need to consider what is possible and how we can best position our colleagues and organization for success. To help employers meet workers where they are, Zoom is building products that bridge the remote and in-office worlds. We've innovated our way from a video conferencing offering to a comprehensive communications platform that powers every type of organization.” Eric S. Yuan Founder & CEO Zoom © 2021 Zoom Video Communications, Inc. 4

1. Credible businesses need to be reachable by phone.   Opening the lines of communication can mean opening the doors to opportunity. 2. Operating your business from a personal number suggests casual operations and comes off unprofessional. 7 reasons why you 3. Businesses work hard to get leads, prospects, and customers. These contacts belong to the business, but with personal need a business phone numbers your employees can walk off with your phone number in valued contacts. 4. More than just a label, when you call from your business line, the digital world the caller ID should show your business name and number. 5. Business numbers with omni channel communications lets your customers call or text your business with their query. 6. Professional businesses need to abide by compliance rules to retain records of voicemails, call logs, SMS,with analytics. 7. Business phone numbers can be setup with business hours © 2021 Zoom Video Communications, Inc. for business continuity so your never miss an important 5 call.

Why Keep Enterprise Phones? ● Emergency calling Awareness, tracking, and reporting. ● CDR, receptionist/IVR call routing, common areas, call queues/hunt groups, shared executive lines, call recording, compliance and regulatory use cases. ● Business tools need to be tied into your phone utilization, including SMS. Feedback from CIOs:   ● Zoom Phone quality and seamless transition between call Covid is NOT proper sample size to assess how and video increases end-user efficiency. our companies will communicate moving forward. ● Without enterprise telephony, end users will use their mobile phones for calls and SMS which introduces risk Zoom Phone and cost to the business. quality leads the chart, making it ● Communication, security, flexibility and ease of use are the efficient too important in today’s workforce. Phone is and will choice for CIOs with remote continue to be essential! employees https://zoom.us/docs/en-us/wainhouse.html © 2021 Zoom Video Communications, Inc. 6

Zoom Phone Key Benefits Zoom Phone Key Pillars Secure Simple Scalable Innovative Extendable ● TLS 1.2 and AES ● Easy, familiar UI ● Zoom Phone’s ● Broad hardware ● Office 365 and 256-bit encryption ● Intuitive global footprint portfolio Microsoft Teams for calling and management and ● Included E911 and ● Hundreds of integration management monitoring Nomadic E911 features, and ● Salesforce ● 99.999% SLA ● Zero-touch ● Flexible options with growing integration ● FedRAMP, SOC 2 provisioning 3rd-party carriers ● Power user support ● Zendesk integration Certified with Power Pack ● Various contact ● GDPR and HIPAA center integrations Compliant © 2021 Zoom Video Communications, Inc. 10

Capabilities Modern Phone Solution Centralized Management Secure & Reliable Robust Hardware Ecosystem Full-featured Cloud PBX Single point of QoS delivered by an adaptive Broad set of hardware options Domestic & International administration, call detail rate codec, End-to-end from handsets to analog devices PSTN, Seamless workflow reporting, analytics & encryption (beta), globally and infrastructure. with Zoom Meetings monitoring distributed datacenters, secure HD voice © 2021 Zoom Video Communications, Inc.

Transfer SMS with Elevate call incoming business Call Call to meeting calls to number recording Monitoring Modern Phone  meetings Solution Exec/   Voice Video mail admin line Set up work message Intercom appearance hours transcribing + delegation ● Full-featured cloud PBX ● Modernized, intuitive usability Move Call Flip mobile app Call ● Seamless workflow with   move calls calls across masking / Shared Companion Zoom Meetings between Wifi/ data privacy voicemail mode devices and carrier ● Domestic and international PSTN Call / meet Dial by from call name Compliance history, VM, directory features SMS, lines © 2021 Zoom Video Communications, Inc. 12

Local PSTN Countries & Territories North America EMEA Canada Austria Lithuania United States Belgium Luxembourg Puerto Rico Bulgaria Netherlands Croatia Norway Czech Poland Republic Portugal Denmark Romania Estonia Slovakia Finland Slovenia France South Africa Germany Spain Latin America Greece Sweden Argentina Hungary Switzerland Brazil Ireland United Kingdom Chile Asia-Pacific Israel Colombia Australia Italy Costa Rica 1, 2  Ecuador China Hong Kong SAR1 Mexico New Zealand Panama Singapore 1 Peru Japan2 Metered calling only 2 Emergency Services not supported Outside of the 47 Countries, Premises or Cloud Peering is available (BYOC)

Provider Exchange BYOC Cloud Countries Asia-Pacific EMEA Australia Albania Lithuania Brunei Darussalam Luxembourg North America Angola Canada Cambodia Austria Macedonia United States China Bahrain Malta Puerto Rico Hong Kong Belgium Moldova Latin America Indonesia Bosnia Monaco Argentina Jamaica Bulgaria Netherlands Belize Kazakhstan Croatia Norway Brazil Kyrgyzstan Cyprus Poland Chile Macau Czech Portugal Colombia Malaysia Republic Romania Costa Rica Nauru Denmark Russia Dominican New Zealand Estonia Serbia Republic Philippines Finland Slovakia Ecuador Singapore France Slovenia El Salvador South Korea Georgia South Africa Guatemala Taiwan Germany Spain Jamaica Thailand Greece Sweden Mexico Timor (East) Hungary Switzerland Nicaragua Iceland Turkey Panama Ireland Uganda Peru Israel Ukraine U.S. Virgin Islands Uzbekistan Italy United Kingdom Uruguay Vietnam Japan Venezuela 88 available countries via Provider Exchange partners August 2022 Kenya Locate a partner for your needs at https://partner.zoom.us/solutions/cloud-peering/ Latvia

Zoom Phone Device Ecosystem 19

Zoom Phone Appliance ● Available through HaaS or via Poly or Yealink Resellers Yealink VP59 Yealink ● Unified UI MP54 ● Can convert MS Teams version to Zoom! ● Supports: ○ Hot-desking ○ STIR/SHAKEN compliance ○ Busylamp/Speed dial Poly CCX 600 w/ Yealink ○ Call recording Camera MP56 ○ Nomadic E911 location mapping Poly CCX Yealink © 2021 Zoom Video Communications, Inc. 700 MP58 20

The Magic Continues! Gartner Magic Quadrant for Unified Communications as a Service, Worldwide - 2022 Leader Placement 3nd year in the MQ as a LEADER! • Explosive growth - revenue and customer base • Advanced telephony feature set • Integrations - Zendesk, Salesforce • 10 participant conferencing • IP phone call control • Strong telephony offering that meets market needs; no gaps according to Gartner clients • Full PSTN replacement in more than 46 countries and BYOC option for global footprint • Fully integrated, omnichannel contact center solution © 2021 Zoom Video Communications, Inc. 22

Zoom Phone Steady Growth Geographic Breakdown2 Top Verticals Technology Finance 4M Insurance Total Zoom Phone Manufacturing Seats Sold¹ Prof Services Retail Education 1 As of Aug FY22  2 © 2021 Zoom Video Communications, Inc. Based on Q2 FY22 Booking Results

Zoom Phone Local Survivability Business Continuity (ZPLS) Provide basic calling during an outage Emergency Calling Provide ability to call out to Emergency services Main number handling Ensure that the main number can be handled during an outage ©© 22002211 ZZoooom m VViiddeeoo CCoommummunniicacattiioonns,s, IInnc.c. 26

Local Survivability use cases Critical needs for core telephony during loss of connection to the cloud Healthcare Retail Education Calls between departments   Call to Support Services to Essential to call out to e.g nurses station to radiology with shopper credit card Emergency services or lab for results information to receive payments Inbound calling to main number if PSTN connectivity is setup ©© 22002211 ZZoooom m VViiddeeoo CCoommummunniicacattiioonns,s, IInnc.c. 27

ZPLS Solution ● Installed on compute provided by customer (supported version of VMWare esxi) or co-located with Zoom certified SBCs ● Appliance based on Linux- Zoom distributes a single OVA to customers ● ZPLS is a “service module” that requires Node for common platform services ● Fully cloud managed- minimal local configuration on ZPLS/Node © 2021 Zoom Video Communications, Inc. 28

Extend the Power of Phone: Zoom IQ for Sales A conversational intelligence add-on solution for Zoom Phone & Meetings that turns conversations into insights Sales Managers Provide actionable feedback, forecast more accurately, and understand deals better Sellers Close more deals, improve presentation skills, automate the way you work, and receive valuable coaching to help you sell more Marketing & enablement Replicate best practices, onboard sellers faster, evaluate your marketing messages, and improve your compete strategy © 2021 Zoom Video Communications, Inc. 29

Released QoS: Desktop,Mobile, IP phone Ambient Noise Reduction Switch to Carrier (mobile) Nomadic emergency service Retention Policies Alert response team during Emergency calls channel alert Scoring Carrier Redundancy On-net calls: audio conference Location-based detection and Personal 911 locations mobile emergency call Emergency dashboard QoS: Scoring by minute 911 Call Alerts (via email) Offline IP Phone (email) alerts routing IP Phone 256-bit GCM Call quality indicator Cloud Peer - OBS, BT ,Lumen Quality & intervals 911 Call for ext. (without calling 256-bit GCM encryption (Manual) Reconnect option Display emergency address on Emergency address update Emergency address via client Security Static 911 plans) Complex PIN codes Hot desking clients (select countries) Citrix VDI media offload Packet Loss Resilience (up to Active Active architecture Fedramp Delegation permission Manual reconnect clients On-net calls from Meetings VMWare VDI media offload 40%) VDI: Citrix & VMware BYOC redundancy Dashboard / Log anonymize Azure VDI media offload Auto Receptionist (multi-level Call History Disable Voicemail Replace number with name Group voicemail (AR and CQ) Holiday Hours Highlight and call IVR) On-demand Recording Queue Member Opt-out (lookup) Repeat IVR Menu Call Queues ring duration SMS & MMS Call Queues (Queue & ACD) 3-way Conference Desktop: Suppress call when in Salesforce Integration Manual Call Flip Dial by name directory Group Call Pickup Extension & PSTN Dialing DND Routing mtg Display Cloud Contacts (to call Create/Edit Cloud Contacts Shared Line Groups MSFT Teams Integration Core Presence Message Waiting Indicator Display timestamp in History log) Calling from iOS contacts Call Park Power user desktop Experiences Answer/Hold/Resume Connecting music/ringtone Display called number for Shared Line Appearance - Automatic Recording: CQ Barge, Monitor, Whisper, Voicemail options: back to Blind & Consultative Transfer Blocked Calls incoming calls Delegation Inbound, User Inbound & Takeover operator, access by dialing Forward & Delegation Dedicated Ringer HID support (answer, mute & Delegation - Pickup Notification Outbound IP Phone directory MS Dynamics Integration Visual Voicemail & Transfer to Voicemail unmute) Multiline (Key) Appearance Search and call auto IP Phone transfer to voicemail Video greeting & videomail Transcription Display Local Contacts (on Multitask on Mobile Shared Voicemail receptionist & call queues Outlook Integration Mobile) Shared voicemail box User & Workspace Licensing Business & After Hours Provisioning API Multilingual System Prompts Role: Call Queue Manager IP Phone templates Policy: enable voicemail & Multisite Administration Publish CNAM Apply/copy settings to another management Policy: On-Demand Recording Hardware as a Service transcription Export Call Logs Site-based CNAM User Web (Audit) Logs Policy: Caller ID Exclude extensions from Active Directory Sync w/IDP Management Multiple DID Assignment Email Delivery Preferences Firmware version control for Billing details for metered calls Operations (audit) log directory Manage audio libraries IP Phone support Configurable “audio while IP phones Policy: Automatic Call Active Directory CSV upload Set default language for AR & Roles & Permission w/ Target Global Block List: Single & connecting” Record Custom Greeting & Recording CQ Block external calls Range Call Detailed Records Prompts Policy: International Calls Common Area Phone overflow LIve CQ analytics Global Hold Music options SSO support UK & AU Calling Plans SSO: Assign extension Algo & Cyberdata Bill/client codes Global Select Plans HIPAA Manual Porting: Signed LOA Softphone Integration: Call SSO: Assign DID Global dial plans Route AR to external (off-net) GA 25 Countries Zoom United Bundles Automated Porting Manager Obhi Analog Telephone GA 11 countries numbers CRM APIs & webhooks Turkey, Israel Migration Polycom & Yealink IP Phones Softphone Integration: Avaya Adaptor Talkdesk integration Fax via ATA Poly C60 Global toll-free numbers Provisioning (REST) API Five9 integration AudioCodes IP Phones InContact integration High Density ATA (AC M1288) South Africa India BYOC (beta) DIDs & Porting Twilio integration Linux App Multiport ATA Hide caller ID via DTMF (*67 ) Reserved Phone Numbers HaaS Expansions Bring Your Own Carrier SSO: Assign calling plans NZ, Ireland & PR Calling Plans, Genesys (Purecloud) integration Oracle SBC More ATAs & DECT phones (premise peering) DIDs & Porting Ribbon SBC ZP for Rooms Recording Transcriptions Companion Mode Elevate to Meeting Transfer to Meeting Spam detect & block Innovation Slack integration: slash Transfer to another User’s command Meeting All information provided is for INFORMATIONAL PURPOSES ONLY, is general in nature, Merge with Meeting Proximity Handoff (iOS) and is not intended to and should not be relied upon or construed as a binding Slack integration: call buttons Proximity Handoff (Win, And) commitment. Please do not rely on this information in making decisions, as the development, release © 2021 Zoom Video Communications, Inc. and timing of any products, features or functionality shall be made in Zoom’s sole discretion, and is subject to change.

Business Hours & Voicemail Transcription ● Maintain work life balance by setting office / working hours to receive calls or send to voicemail when after hours ● Voicemail transcription to easily prioritize communications © 2021 Zoom Video Communications, Inc. 40

Video Mail Video mail message Video Greeting Callers can record a video mail. Zoom users calling each other can view the callee’s greeting Field workers can leave video recordings with richer Video greetings engage the caller, increasing the chances information for subject matter experts in their company the caller will leave a message. for faster resolution. © 2021 Zoom Video Communications, Inc. 41

Cloud intercom Cloud Audio Intercom (Beta) Enables hands-free peer-to-peer conversations. Can be provisioned at account, site, group, user level under Policy. Add intercom targets under User/Device Settings. © 2021 Zoom Video Communications, Inc.

Interaction Continuity - “Call Flip” Move calls between mobile apps, desktop apps, and desk phone by placing the call on hold and resuming from another device © 2021 Zoom Video Communications, Inc. © 2021 Zoom Video Communications, Inc.

Mobile Switch to PSTN Number ● Zoom Phone calls can be easily switched to any PSTN number ● Ideal for when there is poor WiFi or cellular data service ● Can be a cell, home, etc. © 2021 Zoom Video Communications, Inc. 45

Call Masking / Privacy ● Use a mobile or desktop app to make calls with work identity ● Keeps employee mobile number private ● Caller ID can be selected on a call- by-call basis © 2021 Zoom Video Communications, Inc. 46

Shared Voicemail ● Share a single voicemail box across multiple users/groups ● Supports email notification and transcription ● Available on mobile and desktop apps © 2021 Zoom Video Communications, Inc. 47

Dial by Name Directory ● Auto-Receptionist feature ● Callers can search for Zoom Phone users by first and last name ● Call will be automatically transferred ● Supports American and British English © 2021 Zoom Video Communications, Inc. 49

Meet and Chat options in History, Voicemail, Lines & SMS   Zoom Phone users need a simple way to jump between Zoom communication modalities. Zoom allows you to: ● Easily toggle between all modes of communications in the Zoom client with fewer clicks ● Quickly begin a chat or meet from within the Zoom Phone menu, including Call History, Voicemail, Line & SMS under … (more) © 2021 Zoom Video Communications, Inc. CONFIDENTIAL - Internal Use Only 50

Zoom Phone Enterprise Management for Scale Reporting and Analytics • Real-time dashboard and historical reports • Zoom usage, users, and devices • Webinar registration, attendance, and Q/A Administrative Management • Dashboard of all Zoom Phone users • Alerts and statistics of call quality • Call detail reports • Provisioning and policy control • Auto attendant and IVR management © 2021 Zoom Video Communications, Inc. 53

Zoom Quality and Reporting • Quickly visualize and evaluate the health of Zoom • Realtime and historical data • Identify and isolate potential network issues • Bitrate, packet loss, jitter, and network latency • Mean Opinion Scoring of Zoom Phone calls © 2021 Zoom Video Communications, Inc.

Enhanced Call Recording Management Administrators can: • Access ad hoc call recordings • Delegate call recording access to specific users • Set policy to restrict download or deletion of call recordings © 2021 Zoom Video Communications, Inc. 55

Power Pack A package add-on that will be continuously enhanced with premium features. Call Handling UX  Advanced CQ Analytics Team SMS (higher call volume/rapid (real-time & historical, (handoff text messages in a transfer) wallboards) queue) © 2021 Zoom Video Communications, Inc.

Team SMS for Auto Receptionist New ways to communicate with traditional callers: ● Engage with the Auto Receptionist over team SMS/ MMS ● Callers can ask common questions, and find the right contact right over SMS instead of a voice-only AR ● Team members can reply to same SMS thread.   Analytics will be supported for the Team SMS feature ● Requires Power Pack ● Currently available in US & Canada    © 2021 Zoom Video Communications, Inc. CONFIDENTIAL - Internal Use Only 61

Team SMS for CQ Numbers New ways to communicate with traditional callers: ● Engage with Call queues over team SMS/ MMS ● Enables a team of users to monitor and respond to customers over text messaging ● Team members can reply to same SMS thread. Analytics will be supported for the Team SMS feature ● Requires Power Pack ● Currently available in US & Canada    © 2021 Zoom Video Communications, Inc. CONFIDENTIAL - Internal Use Only Note ; transfer conversation on roadmap in ‘22 62

Secure & Reliable QoS delivered by an adaptive rate codec End-to-end encryption (beta, available upon request)) Globally distributed data centers Secure HD voice © 2021 Zoom Video Communications, Inc. 63

The Most Advanced Emergency Service Platform Location Aware Intelligent Routing Alerting Ongoing Management Personal & Company Nearest PSAP Email Dashboard Locations Internal Response IM/Chat + Digital Bootstrap Mode IP Address, BSS_ID, GPS Team Queue: record, Signage Network Switch* (in Beta) monitor, barge Webhooks ERL/ELIN mapping for International (in Beta) Event Management platform integrations © 2021 Zoom Video Communications, Inc.

Regulatory Compliance United States Kari’s Law RAY BAUM’S Act ● Cannot require a user to input a prefix ● Must include street address + granular before calling 911 (e.g. no dialing 8 or information like building number, floor number, 9 first) and suite in the “dispatchable location” ● You must notify designated personnel information provided to public safety at the if an emergency call has been placed time of a 911 call from within a multi-line phone system ● Compliance effective Jan. 6, 2021, for fixed ● Compliance effective on 16 Feb 2020 line systems and Jan. 6, 2022, for non-fixed ● Zoom’s baseline solution (with or systems without Nomadic 911 enabled) is ● Zoom’s Nomadic 911 solution helps enable compliant with Kari’s law compliance with RAY BAUM’S Act © 2021 Zoom Video Communications, Inc.

Zoom Phone Nomadic E911 Solution First Responders proceed to 3rd Floor! Lobby Digital Colin Jones Signage 919-555-1212 4th main street 3rd floor Internal Safety Team Company Personal Locations Locations PSAP Colin Jones 919-555-1212 User: Colin Jones 4th main street PH#: 919-555-1212 3rd floor At call time: Client call signaling includes PSTN Carrier Zoom service matches to location and appends emergency address to call

Setting Up Locations Company Locations Personal Locations ● Admin defines Site-->Building-->Floor location ● If a user roams away from company locations, hierarchy Zoom detects the user is in an unknown ● Upload emergency address and network data location and asks to confirm or update (IP subnets, wireless access point IDs, network emergency address switch ports) for each Company Location ● Zoom validates address, records network data, and adds Personal Location to the map ● For locations outside of US/CA or for BYOC numbers, ELIN (Emergency Location Identification Number) is required © 2021 Zoom Video Communications, Inc.

User Location Does Not Match Any Entry in Location Database User is “not in” a defined location. Create a personal location. Note: this part is just a “regular day” type experience--user has roamed off the map, so is prompted to update their address. The user is never asked to confirm or update an address at call time. © 2021 Zoom Video Communications, Inc.

E911 Chat and Digital Signage Alerts Coordinate emergency response Emergency Call alert is sent to internal safety team Working right from the chat dialog, safety team members can Zoom Chat Group, simultaneously with the 911 phone select relevant digital signage and post emergency call messaging ● Alert contains detailed caller and location data ● Wayfinding for first responders, evacuation alerts, etc. ● Augments email alerts that can also be sent to internal safety team members © 2021 Zoom Video Communications, Inc.

E911 Location Tracking Dashboard • Easily maintain a current and complete map of emergency location data • E911 Location Tracking dashboard enables admins to see users’ detected Company or Personal location and IP Phone locations • Identify problem areas and take steps necessary to improve location data. (i.e. enable Nomadic for more sites, retrigger the client to ask for location sharing permission, or enable bootstrap mode.) © 2021 Zoom Video Communications, Inc.

Location Mapping in Zoom Admin Portal Emergency Addresses types: ● Default address for the site: set when site is defined; all users in the site inherit this default first. ● User Defined address: can be set by user if allowed; becomes the user’s default when not in known location. ● Location specific address: attached to a defined location or sub- location, used when client detects that its at that location Order of query at time of 911 call: ● Sub Location Network Switch MAC and Port ● Sub Location BSSID ● Sub Location Public/Private IP Address ● Location Network Switch MAC and Port ● Location BSSID ● Location Public/Private IP Address ● If device has GPS, report GPS coordinates ● User Defined Emergency Address ● Default Site Emergency Address or “unknown” (routes to clearinghouse) © 2021 Zoom Video Communications, Inc.

Location Mapping in Zoom Admin Portal ------------------------ ELIN (Emergency Location Identification Number) required for each location outside of US/CA and sites where emergency calls are routed via BYOC. API-based upload of location data © 2021 Zoom Video Communications, Inc.

Compliance Recording for regulated environments ● Zoom Phone provides a highly fault tolerant, cloud based call recording architecture. ● Policy options for "automatic call recording" can be configured at the account, group, site, and user level ○ options for recording announcements ○ entitlement to pause/resume recordings, etc. ○ Companion policies for call forwarding, call transfer, etc ensure that all of your users' calls are recorded. ● Role based management and access control lists ensure that designated personnel are able to access user recordings as needed. ● Zoom's recording service can be configured to 'fail closed' (see notes for details) ● Zoom provides secure, regional, cloud based storage options and configurable retention policies for recordings. ● Zoom provides a robust set of APIs for retrieving and externally archiving call logs, recordings, voicemails, SMS messages for customers that wish to deploy a 3rd party service for this purpose. ● Upon request (currently a Beta feature), Zoom supports ability for customers to provide a secondary (write once, read many) storage option via a customer-provided Amazon S3 storage bucket. reconnect after 5 seconds. This will not include emergency calls ● *coming soon* Options for customer managed encryption keys for recordings © 2021 Zoom Video Communications, Inc.

Zoom Phone Appliance ● Available through HaaS or via Poly or Yealink Resellers Yealink VP59 Yealink ● Unified UI MP54 ● Can convert MS Teams version to Zoom! ● Poly devices supported in Zoom for Gov ● Supports: ○ Hot-desking Poly CCX 600 w/ Yealink ○ STIR/SHAKEN compliance Camera MP56 ○ Busylamp/Speed dial ○ Call recording ○ Nomadic E911 location mapping Poly CCX Yealink © 2021 Zoom Video Communications, Inc. 700 MP58 82

Executive & Delegate Personas Key Features • Delegation • Shared Line Appearance • Transfer to Meeting • Call Monitoring (i.e. Exec Assistant note-taking) Mobile Poly CCX 700 Yealink VP59 Devices • Mobile • Desk Phone or Zoom Phone Appliance • Wireless headset • Speakerphone Poly Sync 20 © 2021 Zoom Video Communications, Inc.

Information Worker Persona Key Features • Basic Telephone Logitech Zone Poly Voyager • Elevate to Meeting UC • Caller ID • SMS Devices Jabra Elite 85t • Headset (wired or wireless) • Speakerphone Poly VVX 350 • Mobile Mobile • Desk Phone Jabra SPEAK 710 Poly Sync 20 © 2021 Zoom Video Communications, Inc.

High-Volume Calling Persona Key Features • Integration with CRM Logitech Poly Voyager • Contact Center Integration Zone UC • Elevate to Meeting • SMS • Power Pack Jabra Elite 85t Devices Poly VVX 450 • Headset (wired or wireless) w/ EM50 • Speakerphone Mobile • Mobile • Desk Phone (high volume of calls) Poly Sync 20 Jabra SPEAK 710 © 2021 Zoom Video Communications, Inc.

Level up any desk with the Logi Dock Key Features • All-in-one docking station • One-touch meeting controls • Built-in speakerphone • Pending Zoom Hardware Certification • MSRP $399.00 © 2021 Zoom Video Communications, Inc.

Any Zoom Room can also call with Zoom Phone Zoom Rooms Zoom Phone Any Zoom Rooms or Zoom for Home setup can be an endpoint for Zoom Phone. Make and receive calls through existing hardware, just need a calling or metered plan © 2021 Zoom Video Communications, Inc.

Touchdown/Huddle Spaces Device Features Poly CCX 700 • Intuitive Zoom UI • Easy to clean/sanitize • Supports meetings and phone • Camera/mic • Pairs to BT headset Lenovo ThinkSmart View HP Collaboration AIO G6 with Zoom Rooms

Retail Paging System Wall-Mounted IP Phone Portable DECT handset Checkstand Phone

Retail Device Features • Portability • Easy to clean Mobile Product Features Poly VVX 350 • Common area phone • Mobility • Call park • SMS • Call flip • Nomadic E911 Yealink W59R © 2021 Zoom Video Communications, Inc.

Warehouse/Manufacturing Supervisor’s Desk Phone - Hot Desking Paging System Common Area  Wall Phone Ruggedized Handset Loading Dock Call Box

Warehouse/Manufacturing Device Features • Ruggedized handsets Spectralink Versity 95 • Wall mounted handsets • Overhead paging integration • Life/Safety Spectralink 7642 Algo 8301 Paging Product Features Adapter • Common area phone • Mobility • Call park • SMS • Nomadic E911 Yealink T46G • Paging Yealink W59R © 2021 Zoom Video Communications, Inc.

Zoom Phone - Industrial Solutions Man-down alert ● Zoom’s hardware partners have a variety of emergency calling devices to fit most environments Safety Certifications ● By leveraging Zoom Phone’s support for standards- based SIP and analog devices a variety of hardware Noisy Environments ● External ringers and loud paging solutions are available to meet the needs of loud environments Overhead Paging ● Several supported platforms are available to support notifications in noisy environments as well as public address systems © 2021 Zoom Video Communications, Inc.

Home Office Device Features • Intuitive Zoom UI DTEN ME Amazon Echo Show 8 Amazon Echo Show 10 • Supports meetings and phone • Camera/mic • BT headset pairing* Google Nest Hub Facebook Portal Lenovo ThinkSmart View HP Collaboration AIO G6 with Zoom Rooms

Zoom Phone Hardware as a Service Low upfront costs and predictable budgets Deploy your Zoom solution with the hardware you need without committing to a large upfront investment Easy upgrades With access to the latest phone devices, Zoom Phone Hardware as a Service makes it easy to keep your equipment current Easy to scale Quickly add hardware as your business evolves with high- quality devices certified to work with Zoom Phone End-to-end device management Remotely manage your entire deployment Now Available in US & 18 Countries: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Hungary, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Spain, Sweden, and UK ©© 22002211 ZZoooom m VViiddeeoo CCoommummunniicacattiioonns,s, IInnc.c. 97

Target Use Cases for Zoom Phone Appliances Poly CCX 600/700 and Yealink VP59 are designed as an executive desk phone that can extend to shared spaces, such as a huddle/touchdown areas. Private Huddle Space Touchdown Space Executive Office © 2021 Zoom Video Communications, Inc. Confidential - Internal Use Only

Rooms Advanced Call Control Examples of UI on Zoom Rooms controller Example of UI on Zoom Rooms display Elevate to Meeting Elevate your Zoom Phone call to a video meeting in a Zoom Room Call Transfer Transfer active Zoom Phone calls from a Zoom Room to another user or Room 3-Way Calling Users can have multiple simultaneous calls in a Zoom Room and merge the calls when desired © 2021 Zoom Video Communications, Inc. 99

Zoom Phone PSTN Connectivity Options Bring Your Own Carrier Zoom Native Cloud Peering Premises Peering Cloud PBX with PSTN Cloud PBX with ‘Bring Your Own Cloud PBX with any ‘Bring Your numbers and connectivity in Carrier’ - The SaaS way Own Carrier’. Connect with your over 46 countries/territories ( w/ Select Carriers. No premises carrier via an on-premises SBC equipment required) 101 © 2021 Zoom Video Communications, Inc.

PSTN Service Expansion 2 Countries 4 Countries 7 Countries 18 Countries & 44 Countries & 45 Countries & 46 Countries & & Territories Territories Territories Territories Territories Jan 2019 July 2019 Dec 2019 Mar 2020 Aug 2020 Mar 2021 June 2021 United States Australia Ireland Austria, Belgium, Argentina, Brazil, Israel Japan (050) Canada United New Zealand Denmark, Bulgaria, Chile, Kingdom Puerto Rico France, Colombia, Costa Rica, Germany, Italy, Croatia, Czech Netherlands, Republic, Ecuador, Spain, Sweden, Estonia, Finland, Switzerland, Greece, Hong Kong, Portugal Hungary, Lithuania, Luxembourg, Mexico, Norway, Panama, Peru, Poland, Romania, Singapore, Slovakia, Slovenia, © 2021 Zoom Video Communications, Inc. South Africa

Phone Numbers Acquire new numbers Zoom can provide you with new phone numbers in 46 countries & territories Move your existing numbers Support for Local Number Portability (LNP) allows you to move your existing numbers to Zoom (where supported by locality) © 2021 Zoom Video Communications, Inc.

Provider Exchange A new way to connect with Cloud Peering Partners ● Customer self-service experience to discover & connect with preferred Cloud Peering providers for PSTN connectivity  ● Connecting with providers is as simple as getting an app  ● Expands Zoom Phone’s geographic reach and GTM capabilities via new partners © 2020 Zoom Video Communications, Inc. © 2021 Zoom Video Communications, Inc.

Provider Exchange Experience 4 Simple steps to easily and securely integrate with your provider Find your Provider 1 (from Zoom admin portal) Get Provider 2 App (from Zoom Marketplace) Connect with 3 Zoom (from Provider Portal) Provision 4 Numbers (from Provider Portal) © 2021 Zoom Video Communications, Inc.

Open Platform to Support Best of Breed Contact Center App Marketplace Developers Calls between the Zoom Integrate to the apps you Integrate and build-in Zoom cloud and contact center use or discover popular functionality to enhance partners are directly routed apps to automate your mobile, desktop, and web over a private network workflows apps © 2021 Zoom Video Communications, Inc. 107

Contact Center Integration Best of Breed Our open platform with native integrations to popular contact center solutions provides the flexibility to choose the right solution for your business. Direct Network Peering Calls between the Zoom cloud and contact center partners are directly routed over a private network ● Reduce unnecessary PSTN toll charges ● Improved voice quality by reducing the number of required call hops Automatic Call Routing Route and forward calls from auto attendants, call queues, and Zoom Phone users to CC partners ● Simplifies call route management ● Eliminates the complexity of manually defining SIP trunks © 2021 Zoom Video Communications, Inc.

Zoom Phone Integrations Microsoft Teams Make and receive calls from channels, chats, and to external numbers Salesforce Make and log calls with a soft Zoom Phone dialer Slack Dial out to your chosen contact via Zoom Phone ThetaLake Securely archive Zoom Meetings, phone recordings, and voicemails Gong Deliver insights from customer interactions Chorus Records, transcribes, and analyzes conversations in real- time © 2021 Zoom Video Communications, Inc.

Start, schedule, and join Zoom Meetings and make Zoom Phone calls from Microsoft Teams ● Seamlessly incorporate Zoom Phone and Meetings into your existing Teams workflow ● Initiate high-quality phone calls with contacts from chat, channels, and external numbers via the Zoom app for Teams ● Simplify user provisioning through Azure Active Directory integration © 2021 Zoom Video Communications, Inc.

Zoom Phone Integration: Connect quickly with leads to improve efficiency ● With click-to-dial, spend more time closing deals and servicing clients and less time switching apps or correcting misdials. ● Easily create accounts, leads, contacts, and opportunities while on active calls. ● Log notes and schedule meetings from within Salesforce to speed up interactions. © 2021 Zoom Video Communications, Inc.

Zoom Phone Integration: Initiate a Zoom Phone call from Slack with /zoom call ● Available in the Zoom and Slack App Marketplace ● Start Zoom Phone calls from any Slack channel or group direct message. ● When the “/zoom call” is entered in the Slack message box, the Zoom app presents you with a “Call” button to dial out to your chosen contact via Zoom Phone. Zoom Marketplace : https://marketplace.zoom.us/apps/ wstjUWFST7WGSHObVoA3EA Slack Marketplace : https://slack.com/apps/A5GE9BMQC-zoom Note: Zoom Phone calls will open a new browser. © 2021 Zoom Video Communications, Inc.

Zoom Phone Integration: Deliver insights from customer call interactions ● Revenue intelligence platform to provide insights that help you improve sales performance ● Provides visibility into how deals are progressing and what could be doing better © 2021 Zoom Video Communications, Inc.

Zoom Phone Integration: Records, transcribes, and analyzes conversations in real-time ● Join all your Zoom calls, either pre- invited or unscheduled and record conversations and screen shares. ● Provides visibility into how deals are progressing and what could be doing better © 2021 Zoom Video Communications, Inc.

Zoom Phone Integration: Securly archive Zoom Phone recordings and voicemails ● AI-based compliance and secure archiving for Zoom Phone recordings and voicemails ● Automated risk detection and AI- assisted supervision workflow © 2021 Zoom Video Communications, Inc.

Zoom & SD-WAN Firewall and proxy bypass for the 4 leading SD-WAN providers Customer benefits: ● Speeds up traditional Wide Area Network Deployments ● Provides centralized visibility & analytics for troubleshooting ● Improves routing performance by providing more intelligent options based on a set of rules ● Reduces the cost of transporting data across multiple types of connections ● Reduces hardware requirements with cloud management © 2021 Zoom Video Communications, Inc.

Zoom Phone

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