Zoom Phone FAQ

Use this Zoom Phone FAQ to find answers to common questions about our new cloud-based phone service.

General

What's Zoom Phone?

Zoom Phone is Zoom's cloud-based "voice over IP" (VoIP) telephony service that is fully integrated with other Zoom tools and operates through the familiar Zoom client application on your laptop, desktop, and mobile devices. You can do everything with Zoom Phone that you can do with your old desk phone, except for holding a handset to your ear.

Why did we switch to Zoom Phone?

Our hardwired phone system is 20 years old and in need of replacement. The Zoom Phone system is more flexible, easier to manage, less costly, and offers new features and functions that help us create a truly unified communications environment on campus.

Will my WSU phone number change?

No. All existing phone numbers, shared lines, and call queues will continue to work as usual.

Can I keep my desk phone?

Your current physical phone will not work with Zoom Phone and will be removed as part of this migration. ITS will provide every department with one new physical phone that supports Zoom Phone if needed. Additional physical phones can be purchased by the department through ITS. The desk phones cost between $100 and $300 and may also require upgrades to our network equipment. Because it will be more cost-effective for the university, we encourage you to try using Zoom Phone without a physical desk phone. In our experience, the vast majority of people with concerns realize the benefits quickly and decide to gain extra desk space by removing their hardwired desk phone. The goal of this migration is to eliminate as many hardwired, physical phones on campus as possible and move to a more flexible and less costly "softphone" system.

Will there still be a physical phone in every classroom?

Yes. All classrooms will have physical phones as always. There may be some changes to how you dial out (e.g., for technical support). These are being discussed currently.

On what device should I use Zoom Phone?

Most WSU employees will use Zoom Phone on their WSU laptops and office desktops. You can also use it on personally-owned computers and certain mobile devices (e.g., tablets, mobile phones) if you wish.

Can I use Zoom Phone on my personal mobile phone?

Yes. Just like attending Zoom meetings using the Zoom app on your phone, you can decide to take Zoom Phone calls on your personally-owned mobile phone or tablet right through the same app.

Do I need a special headset?

No. However, if you use your computer to answer Zoom Phone calls, the sound of the caller's voice will come through your computer's speakers, just like in a Zoom meeting. If you do not want that call to be audible to others, you will need to use earbuds or a headset. If you already use earbuds or a headset for Zoom meetings, those will work fine for Zoom Phone calls as well. Zoom also publishes a list of recommended headsets for Zoom Phone if you are in the market for something new. Please get in touch with the Technical Support Center (TechSupport@winona.edu, 507-457-5240, Somsen Hall 207) if you are interested or have any questions.

Migration process

When will I get migrated?

ITS will let you know when you are scheduled to migrate to Zoom Phone. We migrated everyone in ITS as well as folks in the Warrior Hub in August, 2022. Phase 2 included all Council of Administrators members and their assistants and all members of the All University Technology Committee, who were migrated on November 29th, 2022. Additional groups have not been scheduled yet.

Can I decide when to be migrated?

No. ITS is working with Zoom to coordinate Zoom Phone licensing and activation in manageable phases. We can't activate individual licenses on demand.

How long will it take to migrate me?

The actual migration takes only seconds. It occurs during a 30-minute window.

Is there anything I need to do beforehand?

Yes. Review the Zoom Phone Preparation Checklist for a list of tasks to complete before your scheduled migration.

Usage

How will I know that I have an incoming call?

A ringtone will play on your device, and an incoming call window will pop up. Select the answer button to answer it.

What happens if I am in a Zoom meeting and I get a call?

The notification will appear and you will hear a ringtone. If you pick up, it will switch your audio from the meeting to the call automatically (i.e., people in the meeting will not hear your call conversation). You can configure Zoom to route calls to voicemail automatically while you are in a Zoom meeting. You can also change your Zoom status to Do Not Disturb to route calls to voicemail automatically. Here's more information about how to send your Zoom calls to voicemail.

What if I don't want to receive calls?

Like a mobile phone, incoming Zoom Phone calls will be routed to your voicemail if you don't pick up or decline the call and you can silence your device and still see incoming call notifications if you wish. If you set your Zoom status to "do not disturb," calls will be routed to voicemail immediately. You can also set your business hours in your Zoom Phone settings to route calls to voicemail on specific days and times (e.g., off hours) automatically. Finally, all calls will be forwarded to your voicemail immediately and you will not receive a notification if the Zoom application is not running on your device.

Can I use the usual 4-digit extension to call another WSU office?

No. Zoom Phone requires the full 7-digit number (i.e., 457-2339) to connect the call. Remember that you don't need to enter a phone number to place a call. You can search for the name of the contact. You can also use your call history to place new calls to the same person.

Can I call people outside WSU?

Yes. You can place any call that you could previously.

Do I need to dial "9" for an outside line?

No. Zoom Phone users do not need to dial "9."

What if my device loses internet connectivity?

Zoom Phone operates in much the same way as a mobile phone when it comes to network connectivity. You must be connected to the internet to use Zoom Phone. Any call received while disconnected will be forwarded to your voicemail. Disconnection during a call will result in the call being dropped. That call will be recorded in your call history for easy reconnection.

What if my device loses power?

Again, similar to a mobile phone, the use of Zoom Phone relies on a powered device.

How do I call 911?

You call 911 as you would on your old desk phone. However, what happens under the hood is slightly different. Zoom Phone uses location services to pinpoint and relay your location to first responders.

Support

Who do I contact if I need support or have questions?

Contact the Technical Support Center (TechSupport@winona.edu, 507-457-5240, Somsen Hall 207) with any Zoom Phone technical problems or questions about the rollout schedule. Contact TLT (tlt@winona.edu) with questions about how to configure and use Zoom Phone.

External links

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