Frequently Asked Questions

Zoom Phone Frequently Asked Questions

 

How do I set my voicemail greeting?

You can record a greeting, upload an audio file you recorded, or type a greeting and have a computer-generated voice read the greeting. To do any of these:

1. Sign in to the Zoom Web Portal.
2. In the navigation menu, click "Phone" then "Settings."
3. Under "Greeting & leave voicemail instruction," click "Edit."
4. Click "Add Audio."
5. Record a new greeting, upload a file, or use Text to Speech.

 

Can you answer a Zoom phone call while you are in a regular Zoom meeting?

Yes.

• When you are in a Zoom meeting, you will have the option to hold the meeting, answer, end the meeting, or ignore the call, which will send the caller to voicemail.
• You may change your Zoom settings so that phone calls don't interrupt your Zoom meeting.
• You may answer the call on your smartphone while in a meeting on your computer.
• You have the option to escalate any Zoom Phone call directly into a Zoom meeting if you wish to add features like video or screen sharing.

 

Will my phone number change?

No. All numbers will be ported over to Zoom Phone and stay the same.

 

Can I still call people by their 4-digit extension?

For the transition, we will give everyone the same extension for shortcut calling. However, typing the person's name is the preferred way to quickly call someone. In the future, we may not create extensions for new phone numbers.

 

Will people see my personal number if I call from Zoom Phone on my smartphone?

No. If you make a call from the Zoom app on your phone, the call recipient will see your Carthage College phone number.

 

If I choose to take Zoom phone calls on my computer instead of a desk phone, how does my phone ring?

Your calls will come through the Zoom app on any devices that you're signed in on (computer, smartphone, tablet, etc.). You may go to phone settings on the Zoom portal to change how this behaves - for instance, you can elect to ring a desk phone first, then try your mobile phone/computer if you don't answer your desk phone.

 

Do I still need to dial 9 before the number when placing an external call?

No. You no longer have to dial 9 for external calls. Simply dial the ten-digit number.

 

Where do messages go?

• In the Phone tab of the Zoom app, there are sections for call history, voicemail (with transcription), phone lines you have access to, and SMS messaging. The phone tab will appear once we have completed the Zoom Phone transition.
• Zoom will also send you an email when you receive a new voicemail message with a text transcription of the message.

 

How will my Zoom Phone device connect for service?

• If you have a desktop phone set for your workspace, your phone will connect to the same wired network port that your current desk phone uses.
• Zoom Phone service on your work computer, smartphone, or other device connects through whatever internet connection the device is using - the campus wired network, campus Wi-Fi, your home internet connection, etc.

 

Will Zoom Phone work during a power outage or natural disaster?

Current and Zoom desk phones will only work if the campus network is working. But unlike our existing phones, Zoom Phone will work from smartphones and computers over any internet connection, including cellular, giving us more options for resiliency and mobility.

 

How does using Zoom Phone with headphones work? Would any calls to my office ring through my computer?

• When using a mobile device, the sound will come through your phone speaker, or default to your Bluetooth device if there is one connected.
• When using a computer, it will use the same device that you use for Zoom meetings (built-in microphone/speakers, or any connected audio devices, such as Bluetooth earbuds).
• When using a desk phone, the phone will work the same way that the current phones work. You can talk and listen using the handset or place a call on speaker phone.

 

I do not have a desk phone. Where do calls go if my computer is off or I'm not on campus?

• Any device with the Zoom client on it can make or receive phone calls. You can set the days/hours you wish to receive calls to prevent getting calls outside of your work availability.
• Devices with the Zoom client can get calls off-campus as long as the device has an internet connection.
• If you choose to install the Zoom client on a mobile device like a hotspot, you can make/receive calls even when your computer is off or in sleep mode.
• If you have a desk phone, the phone will ring simultaneously with your computer, unless you choose sequential ringing from the settings menu.

 

What are the costs associated with my device selection?

There is no additional cost to Carthage College if you use either your computer or your smartphone.

 

We use a shared line in my department. Will Zoom Phone work for us?

Yes. Managing shared lines and permissions is very easy in the Zoom web portal.

 

What should I do with the Emergency Address setting?

As a Zoom Phone service user, you can dial 911 for emergency assistance directly from the Zoom Mobile app, desktop app, or desk phone.

To ensure that emergency responders receive accurate location information when you dial 911, you will need to have your work location set up and personalize the information if you use Zoom 911 when away from campus.

1. Sign in to Onelogin > choose the Zoom tile.
2. In the left-hand navigation, click Phone > Settings > Locate Emergency Address.
3. Click Personal Emergency Address.
4. Click Add.
5. Enter your campus location and, if applicable, the off-campus (personal) location you most typically use your Carthage phone number. For your Carthage office location, use 2001 Alford Park Drive in Address Line 1, and your Office building name and number in Line 2 (ex., Hedberg Library, room 101). 
6. Set the Emergency Address as your new default:
   1. Settings > Locate Emergency Address > Edit > Choose a Personal Address.
   2. Select the address you just created.
   3. Click Save.

 

How can I listen to voicemail on my desk phone?

You might not need to listen on your desk phone anymore, because:

• You will get your voicemails forwarded to your email
• You can also listen to messages from the Zoom Phone Web App by clicking on “Voicemail.”

To set up the ability to listen to voicemail on your desk phone,

• From Onelogin, go to Zoom.
• Choose “Phone” from the left-side navigation panel.
• Choose “Settings.”
• Within the Desk Phone section, set your PIN Code to manage access to your voicemail via desk phones.

 

How do I get into Zoom Phone on my computer?

There are 2 options:

1. The Zoom Workplace App, which is probably already installed on your computer.  On a PC, type Zoom in your search panel to get there.  On A Mac, get there from your applications folder or Spotlight search.
2. The Zoom Web App. Get there through OneLogin, then click on the Zoom tile, choose "Web App" in the top right corner, and click "Phone."

 

How do I get into Zoom Phone on my cell phone?

Download the Zoom Workplace App from the App Store or Google Play Store.

 

How do I stop my Zoom Phone from ringing when I'm busy?

If you leave the Zoom Workplace App active on your computer or phone, it will ring based on your business hours schedule.  There are several options to keep it from ringing:

a. Set “Do Not Disturb.”

b. Set Business Hours & check your call handling rules during closed hours.

c. Make sure to exit the Zoom Workplace App and Zoom Phone Web App. If you don’t have the App open or running, your phone won’t ring.

 

Why isn't my phone ringing?

Make sure you have the Zoom Workplace App ACTIVE on your device, or ensure that the Zoom Phone Web app is open.

• Check your preferences – Through OneLogin, Zoom Tile, Phone in the Blue left-hand navigation panel.
• Call Handling – where do you have the phone set to ring?
• Business Hours & Closed Hours.
• Check if you are set to “Do Not Disturb.” 

 

How do I mute?

The mute button will appear on your dialpad when you are in a call.

 

How do I make external calls?

With Zoom Phone, it is no longer necessary to dial "9" for external campus calls.

 

How do I turn off the blinking voicemail message on my phone?

It’s easiest to clear voicemails using the Zoom web portal

1. Sign in to Onelogin, and click on the Zoom tile to go to the Zoom web portal.
2. Navigate to Phone > Voicemail.
3. Locate any unread messages (they may appear bolded or with an indicator).
4. Play the message or use the options menu to Mark as Read or Delete

You can also set up a PIN code to listen to and delete calls on the phone itself.