Who can use this: Tech admin, Business admin
Available on: Gong Foundation, Gong Engage
If your company currently uses Zoom Phone as its dialer in Gong Engage, you can switch to the Gong Dialer at any time. Before switching, there are a few things to know about phone numbers, downtime, and dialer usage.
Phone numbers
The Gong Dialer uses Twilio-provided business phone numbers. These are different from your Zoom Phone numbers. When you switch, you will need to provision new business numbers through Gong.
If keeping your existing Zoom Phone numbers is important, you can port them to Twilio. Number porting can take several weeks to months and is a paid service that requires a statement of work. Contact your PS Consultant or CSM to begin.
Downtime during the switch
Plan the transition during a designated window. Your team may experience downtime while the Gong Dialer is being set up.
Engage users should use only one dialer
After switching, Engage users should use only the Gong Dialer. You can still import Zoom Phone calls from other parts of your company through the Telephony Systems page, but Engage users should not be calling from both dialers.
Switch to the Gong Dialer
To switch from Zoom Phone to the Gong Dialer:
From the left sidebar, click Admin center.
In the Settings tab, click Dialer setup under Gong Engage.
Use the dropdown at the top to select Gong Dialer and de-select Zoom Phone.
Follow the setup instructions to enable and configure the Gong Dialer.
The Gong Dialer is now your active dialer. Complete the setup steps below to get your team calling.
After switching: recommended next steps
After switching to the Gong Dialer, complete the following setup steps:
Get business numbers for your team
Enable mobile access for the Gong Dialer
Configure dialer recording methods
Set up call outcomes
Set up trusted calling (US only)
Review dialer network connectivity requirements
Switching back to an external dialer
If you switch from the Gong Dialer back to an external dialer such as Zoom Phone, your Gong Dialer business numbers are retained for 10 days. If you switch back to the Gong Dialer within those 10 days, your numbers are still available. If you switch to the external dialer again during that period, the 10-day retention window starts over.
The following are not available while using an external dialer:
Dialer recording settings configured for mobile
Your Trust Hub profile and trusted calling configuration
Business phone numbers (except personal numbers for mobile)
Regulations submitted for the Gong Dialer
Email notifications about submitted regulatory documentation
Call notes