All campus telephones will move to this new voice service, except for certain legacy services, such as blue light emergency phones and life safety equipment found around campus.

The migration to the new service will be completed by April 1, 2023.

A majority of users on campus will keep the same phone number. The only people who will see a change are those that currently share a phone line with others. For those who share a line with others, the migration team will be coordinating with your department to find the best solution for  your voice service needs moving forward.  

We are decommissioning all landlines that are not related to life safety on campus. All users will have access to a software client to make calls from. For those that prefer a physical device, your department will be able to acquire a new physical desk phone that is compatible with the new service.

You will be able to forward your calls to a flip phone, although the mobile app for Zoom cannot be installed on your flip phone.

Yes, this functionality will not change. Most faculty and staff will retain their phone number and extension.

Yes, with the Zoom application installed, you can transfer calls from a traditional phone to your digital devices and to another employee’s device. 

No, for those already using the Zoom software client, a user-friendly phone tab will become available to you within Zoom. The new desk phones will also be very user-friendly. The project team will also release training documentation and videos to help users learn how to use the new phone software.

The new voice service will be more secure than the current phone system. VoIP has security protocols to encrypt calls over the internet.

If you are using the mobile client, Zoom will use your cellular information to gather your location and send that information to emergency services.

When making 911 calls from your desktop client, the user will need to input an address that is shown to emergency services upon calling. Since the desktop client can be accessed anywhere, the user will need to update their address when using their desktop client from a new location.

Deskphone location information will be set in the system and sent to emergency services the same way it is now.

If there is a power loss, any device not powered via battery will turn off. If you have the mobile client installed on your smartphone, you will still be able to access the Zoom Phone service from your mobile device.

We are working with departments on scheduling the change to the new service. Please be patient and know that the change is coming soon.

Fax services will remain unchanged until further notice. Communication Services will reach out to your department to discuss these changes in the future. 

You can receive help by submitting a support ticket.

Submit a Ticket

We are not changing the phones located in the labs. That service will remain the same at this time until Communications Services can develop a replacement that will guarantee the same reliable service.

If you wish to opt out of having phone service, please coordinate with your departmental phone liaison.

The Campus Telephony Refresh Project will not effect AWS Connect Service. Communication Services plans on maintaining and implementing more AWS Connect service for Call Centers in the future. AWS Connect offers advanced features for Call Centers that can not be duplicated on Zoom Phone at this time.

The Zoom mobile app is an available option for easy access to the new service but is not required to use Zoom Phone. Communication Services recommends the use of the desktop client on your computer, which is included with Zoom Phone service.

If you are planning to use the app on a cell phone, this will use your mobile data. It is recommended that a user be connected to WiFi if they do not have an unlimited data plan. Audio calls should only consume 27–36 MB/hr of continual use. 

Users can request to turn on this feature. Work with your departmental liaison to have the recording feature turned on. 

Yes, Zoom Phone gives you a notification “calls will not be dropped when you are leaving.”

You can change that in your settings. The default setting will give you a pop-up notification with the options “Decline,” “End Meeting,” or “Hold Meeting.” If you decline, the call will go directly to voicemail. If you select “End Meeting,” you will leave the meeting you are in and immediately go to the call. If you decide to “Hold Meeting”, you will be removed from the audio of the meeting, but will remain in the meeting. Once the call is done you will have to click “Join Audio” to rejoin the meeting. Alternatively, you can set up the option to decline calls automatically while in a meeting and all calls received while in a meeting will go straight to voicemail. 

You can receive multiple calls. Call waiting is a standard feature with Zoom Phone.

Shared lines have their own voicemail. This means all individual users will have their own mailbox and can be granted access to their own unique voicemail associated with a shared line, keeping both separate. 

Yes, it doesn’t matter if the computer is on or off, or even if it’s not plugged in. Calls will still go to your voicemail if they are missed, no matter the reason.

The base rate for the Zoom Phone service will remain what it is today ($11/month) until we transition to a new billing model, which is currently being evaluated. This evaluation will take about two years to complete. The baseline cost includes Caller ID and Voicemail along with free calls to US/Canada/Mexico. Calls to other countries is a capability that would have to be requested and would incur per-call toll charges.