Why is Goshen College making the change to Zoom Phone?
Over the last year ITS has been evaluating a number of alternative options for providing phone services to employees. Faced with a big investment in renewing the hardware running the existing phone system we took some time to evaluate other options that might offer us more mobility features, eventually landing on a decision to leverage our existing relationship with Zoom and add phone services to our use of videoconferencing.
This change has a number of benefits to Goshen College and to users, such as;
- Using the same Zoom client to receive and make zoom phone calls, whether you are on the desktop or using the mobile app
- Mobile app users can utilize their GC iPad to make and receive calls from their GC extension number wherever Wifi is available, on and off campus
- Mobile app users can choose to use their personal cell phones if they so wish, allowing them to make and receive calls from their GC extension number while using cell data or wifi. Calls using the Zoom app appear as if they are coming from the GC extension so contacts only see the GC number as caller ID, hiding personal cell phone numbers.
- New contract allows all Zoom users to have licensed accounts, capable of hosting meetings and managing recurring events, even students will be able to have full accounts benefiting group study times, project work etc, with no limitation on length of meetings
- Eventually, once we are fully migrated to the new platform, we will be able to use SMS (texts) from the Zoom app using our college phone number
- Teams will be able to build departmental chat groups as well as Direct Message each other via Zoom Chat
- Brings GC into compliance with e-911 calling and location notification for emergency services
- and more…
What will happen to phones and other communication devices on campus?
Part of the Zoom phone migration is to move employees away from physical phones, therefore we will not be providing physical phones to employees, except by special request. Instead, we are encouraging users to use a Zoom soft phone via the Zoom app on their desktop/laptop computer or a mobile device (Apple or Android phone, iPad, etc). If you have been using Zoom for video calls the process is similar. If you feel you require a physical phone, please let Help Desk know and we will provide you with a physical desk phone.
- Desktop phones will still be provided in classrooms and in spaces where multiple users or student assistants need to be able to answer calls on the same device.
- Ringers, fax machines, and other devices will be migrated to new hardware.
- Cisco brand desk phones will be collected and will be sold.
Please make sure that you are running the latest version of Zoom. If you are not, some of the functionality outlined below might not be available. To Update Zoom- Sign into the Zoom desktop client. Click your profile picture then click Check for Updates. If there is a newer version, Zoom will download and install it.
Frequently Asked Questions
How do I access my Zoom phone application?
Zoom Phone is integrated with the Zoom Meeting program and Zoom is preinstalled on all GC issued computers.
All you need to do is sign in.
Opening Zoom on a Windows Computer
Click the Windows icon in the lower left hand corner of the desktop and scroll through the programs until you get to the letter Z. There you will find the Zoom folder. Zoom is already installed. Just click the icon to open it.
Opening Zoom on a Mac
Go into the Finder and click on Applications. Double-click on Zoom.us
To sign into Zoom, click the option to sign in with Google.
You may need to sign in to Duo to authenticate.
Once logged in, you will see the phone icon along the top.
Install Zoom on a personal computer, or device
This icon will appear on your screen when you download the app:
Your extension number won’t change after this installation.
- Login with your computer app (desktop)
- Open your Zoom App
- At the bottom of the window, click the Google icon. You will be prompted to login with your GC Credentials.
- Authorize the login with the Duo App.
- You will see the Phone icon at the top of the Zoom App.
- Login with your computer app (desktop)
Will my phone number change?
No, your phone number will not change, nor will your department number if you have one.
Do I need to re-record my voicemail greeting?
Yes. Greetings recorded on our previous system will not transfer to Zoom Phone. All voice mailboxes in Zoom Phone will have an initial default greeting. You can create multiple greetings on the Zoom website for different situations, like ‘outside of work hours’, ‘vacation’, or ‘summer break.’ You can also define your work hours. Calls made to your GC number outside of your defined work hours will connect to your voicemail immediately. NOTE You must record your alternative greetings before you can change your default greeting.
How to setup the voicemail
- Open your Zoom Phone settings page on the Zoom website (link)
- Scroll to ‘Call Handling’ and under ‘Greeting & Leave voicemail instruction’ click ‘Audio Library’
- In the pop-up dialog, click ‘Add Audio’
- One option is to type your voicemail through text-to-speech. Text-to-speech is the first option that will come up when you select “Add Audio”.
- Type your voicemail message in the “message to play” box and select your voice, and it will automatically generate an audio file of your message.
- You can also record your own voice for your voicemail message. Choose the tab ‘Record by Computer’ and if your web browser asks for permission to use the microphone, click ‘Allow’.
The webpage allows you to set the loudness of your microphone. Click ‘Next’
- Click ‘Record’ to begin your recording. Click the small ‘stop’ icon on the left of the dialog to stop recording.
- Click ‘Add’, then ‘Use the Audio.’
Customizing audio greetings and hold music – Zoom Help Center
Important Note: Zoom will display a new section, ‘Closed Hours’, if you set custom Business Hours. ‘Closed Hours’ is immediately below where you just set your standard voicemail greeting.
‘Closed Hours’ allows you to specify a different voicemail greeting for incoming calls outside of your business hours. If you don’t want Zoom to play a unique ‘closed’ voicemail greeting, in the ‘Closed Hours’ section look for ‘Greeting & Leave voicemail instruction’, then click ‘Audio Library’. From the dialog that appears, choose the greeting you previously recorded and click ‘Use the Audio’. Or, click ‘Add Audio’ to record a unique greeting for your ‘closed’ hours.
How do I locate or change my voicemail pin?
Log into the Zoom website (link)
Once logged in, click phone on the left hand side of the page.
Scroll down until you see PIN Code.
How do I transfer a call using the Zoom application?
When you answer a phone call, you will see the following options:
Selecting “transfer” will allow you to type in the number you wish to transfer the call to, and will bring up three options for you:
warm transfer, blind transfer, and transfer to voicemail. A warm transfer places your call on hold and allows you to talk to the person you are transferring the call to before you complete the transfer, which can be beneficial in case of needing to navigate an automatic answering machine. A blind transfer will automatically transfer the call and hang up on your end. Transferring to voicemail will direct the call to the voicemail associated with the number you are transferring to. You can cancel an in-process transfer by selecting “cancel transfer”, and will have to select “complete transfer” for the transfer to go through.
How do I stop my phone from ringing when I am in a meeting?
On your desktop app, click on your photo and then click on Settings.
Then, click on Phone and mark the checkbox “Hide incoming calls while in a meeting”
Do I need to wear a computer headset to make all my calls? Is ITS providing headsets for users who need one?
If you have a computer with a built-in microphone and speaker, such as any laptop or an iMac, and a quiet or private office, you don’t need to wear a headset. If you have a shared workspace or discuss sensitive information over phone calls, you should use a headset. Contact the Helpdesk at email@example.com and we will be happy to provide you a USB headset.
Will the college provide a subsidy or stipend for the use of my personal mobile phone, or will they provide mobile phones?
No, the college will not be providing a subsidy or stipend for the use of personal mobile devices for business purposes. Using your mobile device for business purposes is a personal choice. The college does not require anyone to use their personal mobile device, however some users are choosing to do so, and ITS will provide support for installing and using the mobile app on a personal device.
To install the Zoom mobile app to your existing smartphone
If I use Zoom Phone on my smartphone, does it use my cell plan’s minutes?
No. Zoom Phone calls using the Zoom app on your smartphone will use your data plan or WiFi if you’re connected to WiFi.
How will I access my voicemail using Zoom Phone?
Using the Zoom app you will be able to review the list of voicemails on your extension, and read the transcribed message or listen to the message. By default, all of your Zoom voicemails will also be automatically sent to your Goshen College email in addition to being in your Zoom app. They will appear like this:
Is there a limit to the number of voicemails I can keep, and will they still go to my email?
Zoom Phone does not limit your voicemail storage. Voicemails will still be emailed to you, and not only is the audio attached to the email, but so is a text transcription of the voicemail. All of your incoming messages are also available in the Zoom application under the ‘Voicemail’ tab.
How do I find someone's on campus contact information within the Zoom app?
Log into the Zoom app, use the search bar at the top of your app. Type the name of the person or the GC extension number.
When you start typing the name of a person, other tabs appear - Contacts, Channels, Messages and Files.
You can also search using a 4-digit extension number, and the person will appear as well.
How does this impact classroom phones?
All classrooms that have physical phones, will retain physical phones.
What are the minimum system requirements needed to use Zoom Phone on our computers and mobile devices?
How secure is the new Zoom Phone platform?
Zoom places security as the highest priority in the operations of its suite of products and services. Zoom strives to continually provide a robust set of security features and practices to meet the requirements of businesses for safe and secure collaboration. You can read more about Zoom Security in this document
How will Zoom Phone be used in case of emergency?
IMPORTANT: Please verify your Zoom Phone Emergency 911 Location Permission has been turned on to locate you in case of an emergency.
Enabling this setting DOES NOT provide your location to anyone other than 911 emergency responders. It only allows the Zoom application to properly map users' location when they use Zoom to dial 911.
To enable the 911 Emergency Call "Location Permission" setting in your Zoom Phone Desktop Client application just like the picture above.
Is a Zoom Phone call different from a Zoom Meeting?
Yes, but you can elevate a Zoom Phone Call to a Zoom Meeting.
Click here to watch a video that explains how from the Zoom Youtube Channel
Does the Zoom Phone use my camera?
When you are just on a call, Zoom does not use your camera. When you elevate to a Zoom Meeting, it does.
Here is a video about in-call options for Desktop App and here is another video about in-call options for mobile app.
Will the Zoom Phone ring if my computer is locked?
Zoom Phone calls won’t ring if your computer is locked.
Verify that you’ve selected your speakers as the ‘ring’ sound device (see previous FAQ item) so that you can still be alerted to calls when you’re near your desk but not wearing your headset.
Most headsets will even allow you to answer an incoming call while your screen is locked by pressing the headset’s “call” or “phone” button.
Zoom Phone will not ring to your headset if your computer is off or in “sleep.” But if you’ve logged into Zoom from your smartphone, calls will continue to ring at your smartphone even when your computer is off.
What happens if my computer is playing music when I receive a phone call?
Zoom will not attempt to mute or pause application audio from YouTube, Spotify, Pandora, etc. for a Zoom Phone call.
If you’re watching a video or listening to music, you’ll want to mute or pause that activity before answering the incoming phone call.
I set my business hours but there wasn't an option for a lunch break. How do I set Do not Disturb? (This setting is found in the desktop application not web)
Log in to the desktop app, then click on your profile image in the upper right. Scroll down to Do not disturb and set the desired time.
How will I hear the phone ringing?
Zoom will play a ‘ringing’ sound through your headset or any speaker device that you set up on your computer. Zoom can also be set to ring through your computer speakers in addition to the headset.
Why isn’t there a phone section in my Zoom Desktop App?
First, verify you are logged in to Zoom with your GC Zoom account. Click the ‘Profile’ icon at the top right of the Zoom application- it will either be your initials or a picture you selected. In the menu that appears, verify that the word ‘LICENSED’ is at the top, and that your log-in email ends with @goshen.edu.
Sign out of Zoom, then sign back in using Google your GC email. The phone icon will appear on top of your Zoom App.
Can I change Zoom Phone’s ringtone? Can I set different ringtones for Call Queues and shared line groups?
Yes. On Windows and Mac, after logging in to the Zoom desktop app, click your profile icon (it will either be your picture or your initials) in the top right on the Zoom window, then click ‘Settings’. Click the ‘Audio’ section, then scroll down to ‘Ringtones’ to select a different ringtone from the dropdown list. If your position requires you to answer multiple lines, you can select a different ringtone for each line.
Do I need to do anything special to call off campus?
You no longer need to dial a 9 to get off campus.
What if I need to make a call outside the U.S?
If you need your extension to be able to call internationally, please email the Helpdesk at firstname.lastname@example.org.
Why does Zoom ask for my location?
Your location information is set automatically when you’re using the GC campus network. The application may prompt you to enter your location if you use Zoom Phone when not on GC’s network.
Zoom Phone has the ability to send your location information with emergency (911) calls. Your location information is used by public safety personnel to direct first responders with better accuracy. GC is required to be compliant with e911 protocols and Zoom Phone helps us be compliant by providing location information to emergency services.
Do I need to wear a computer headset to make all my calls?
If you have a computer with a built-in microphone and speaker, such as any laptop or an iMac, and a quiet or private office, you don’t need to wear a headset. If you have a shared workspace or discuss sensitive information over phone calls, you should use a headset. You can request a headset by emailing the Helpdesk at email@example.com
How do I login with my cell phone device?
NOTE: Using the Zoom app on your phone is a personal choice GC employees can make. The College does not require the use of cell phones, but it can be a convenience for those who have high mobility needs or just prefer to use their personal device for mobility.With the Zoom app, callers on the other end of the line see you GC extension as the caller ID, and never see your personal cell phone number.
- Open the Zoom App and click in Sign In Google button.
- It will redirect you to login with a Google Account. Choose your GC Google Account
- Authorize this login with Duo App
- You are going to be able to see the Phone icon in the bottom of your Zoom App
How can I silence my mobile phone while I am using Zoom on my computer?
If you are logged in your Zoom account on your desktop and on a mobile device, the phone will ring in both because it is logged in the same Zoom account.
If you want to mute the call in your mobile phone because you are already logged in your computer, you can choose between:
- Mute your mobile phone - set it to silent mode;
- Put it on the Not Disturb mode;
- Deactivate the notifications from Zoom.
The same instructions work in the Zoom app on GC iPads.
How will Zoom phone work when I am not on the GC campus?
If you download the Zoom app on your mobile device (either cell phone or tablet), you are going to need a reliable internet connection. Zoom Phone needs an internet connection to work, both to make and receive calls.
Zoom Phone works both with Wi-Fi connection and internet data plan. Zoom Phone does not use cell plan’s minutes to make a call, but will use your data plan if out of range of WiFi
What other training is there for Zoom Phone?
For Full Zoom product support visit Zoom support at:https://support.zoom.us/hc/en-us/p/product-support