Frequently Asked Questions

Zoom Phone Migration FAQ

We are excited to announce Carthage College is moving from an on-campus phone system to Zoom Phone in the cloud. This will provide numerous benefits in functionality. We will be moving all current Carthage College phone numbers over the Zoom by the middle of August 2025, with our goal being to have every phone on campus moved over before the start of the fall semester.

 

Key Benefits

• One application for meetings and phone
• We keep our same phone numbers
• Built-in texting (SMS)
• Use Zoom app on your cell to call, text, or video meet
• Voicemail transcription
• Supports hybrid work
• Less expensive than running our own phone

The move to Zoom Phone will enable your computer to also act as a phone. Our current desk phones will work with the Zoom phone service. The default assumption is to use the Zoom App either on your computer or on your smartphone. You may keep your desk phone if it is determined to be necessary, but it is often the case that the calling experience is simply better in the Zoom app. Criteria for needing a desk phone will be based on demonstrated need such as:

• The need the multiple phone lines
• The need for complex call forwarding and routing
• A case-by-case evaluation of individual needs.

The Zoom App experience is better if you use headphones or a headset. If you've been using a headset for Zoom meetings then keep on doing that. If you do not have a headset, LIS can provide you with a basic one upon request, billed to your department. If you still have a desk phone, we will not provide a headset.

 

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 "Call Handling and Greeting" 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 and answer, end the meeting and answer, 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 chose sequential ringing from the setting 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.