Bulk user import is provided to add or amend up to 1000 users..

Download the template

Within the Bulk User import function select the service the import will be required for.

 The Service will be a PBX or Trunk service you have already added to your account.
  • For a PBX Service, you can add or update users.
  • For a Trunk Service, you can only update users. This would be primarily to update email addresses which is required when synchronizing to match the number to the user.


The appropriate CSV template file will be provided depending on which service you select.
Download the template file ready to populate with user information.

Template Types
PBX Users

Examples:jbteams1Joanne Baileyjb@domain.com+441234567890user_jb1234567890!x4hYY&g3871anything_you_like
Notes:this is used as an identifier and may match the SIP Auth nameReal name hereIMPORTANT. This MUST match the teams email address of the userThe user's phone number on the PBXThe SIP Auth name used on the PBX deviceThe SIP password used on the PBX deviceYou can use this field as a unique identifier if you have any matching SIP usernames. It can, of course, also be left blank.

Trunk Users

TrunkNumberNameEmailCaller IDExternalId
Examples:+441234567890Juliet Bravojb@domain.com+441234567890
Notes:This number MUST match a trunk number that you have included in the ranges for the trunk service selected.The users real nameIMPORTANT: This email address MUST match the Teams email address of the userMust be in E164 Format and match the Trunk Number or a Service NumberYou may use this field to uniquely identify the user. It can, of course, be left blank.

Once you have completed your template save it with a suitable name and return to the portal Users Bulk Import option.

You may need to re-select the Service you chose from the previous step.

Now you will be presented with a choice of Type.
For Trunk users, there is only one default choice but for PBX users you can choose to match the user (if existing) on their SIP username or, if you have previously set one, their External ID

Now all that remains is for you to select the csv file you created and upload it.

Creating Excel files with the correct format

When creating the CSV file, it is important to format the cells where the phone number will be stored as 'Text' before entering the numbers.

If the cell is entered with the wrong data type then Excel will remove the + from the beginning of the number, making the upload file invalid. A file with a large number of incorrectly formatted numbers can be fixed with the process below:

Correcting Excel's removal of the + on E164 numbers 

When creating CSV files in Excel, the E164 format is frequently overridden by Excel's mathematical functions, removing the + from the number. To remedy this formatting, follow this process:

  1. Select the column you wish to keep in the E164/Number format
  2. Under the Home tab, select Format and open Format Cells.
  3. Choose a Custom Category
  4. Under Type, If the numbers start with the international code and no leading 0(s) then type the following: +# ?/? Hit Enter

For instance:

442077056000 will be converted to +442077056000

The example screenshot shows where to create the custom category: