Short answer
Most named users need Zoom Phone Pro, which covers calling, voicemail, basic call handling, presence and the mobile, desktop and desk-phone clients. Supervisors and contact-centre-style teams add the Power Pack, and shared phones use a Zoom Phone Common Area licence.
In detail
How to size licences:
- Zoom Phone Pro: the default per-user licence for named users, including AI Companion features.
- Power Pack: an add-on for users who need queue analytics, advanced call handling and supervisor monitor, whisper and barge. It is also required for compliance recording.
- Common Area: a shared-device licence for reception, meeting-room, lobby and warehouse phones not assigned to a named user.
- Add-ons: extra direct numbers, toll-free numbers, international calling bundles and, where supported, SMS.
Not every user needs the Power Pack. It is usually limited to supervisors, contact-centre-adjacent teams and regulated front-office staff whose calls must be recorded. Common Area devices count toward your number inventory rather than your user headcount.
FirstNet sizes the licence mix with you during design so you are neither over- nor under-licensed, and Zoom licences, FirstNet voice and numbers then appear on one FirstNet invoice. If you need full omnichannel queues, Zoom Contact Centre is licensed separately, per agent.
Source: FirstNet Zoom Phone & Zoom Contact Centre service page →
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