This guide shows you the basic features and functionality of Zoom Phone.

Get Started

1. Log into your University account on your Zoom app. The Zoom app must be running on your device and signed in to place or receive calls. 

• Log In on Mac
• Log In on Windows

2. Watch these videos to get familiar with your phone:

Zoom Phone App Tour (Softphone)

Desk Phone Tour (Yealink)

3. Configure important settings

• Add your emergency address(es)  

• Set your area code   

• Set up your call handling settings/voicemail greeting  

4. Familiarize yourself with the Zoom web portal 

1. Go to https://minnstate.zoom.us/ and sign in with your StarID credentials 

2. On the left navigation, select “Phone" 

3. On the top navigation, select “Settings”  

4. Explore the settings available

5. Watch this video to familiarize yourself with personal options

5. Connect your new desk phone 

• Learn how to disconnect and connect your desk phone. IT Solutions plans to set up all desk phones, but there may be cases where you may need to connect your new phone.  

Jump to More Resources:

Browse all Zoom Phone support articles

Overview & Getting Started:

• Get Started
• Top Training Videos
• Benefits & Features
• Frequently Asked Questions

Top How-To's:

• Calling:
  • Make and Receive Calls
  • In-Call Functions and Features
  • Forward Calls Internally
  • Call Blocking
  • Enable Live Transcription
  • Hide Incoming Calls While in a Zoom Meeting
• Customize Settings:
  • Set Do Not Disturb
  • Set Outbound Caller-ID
  • Change Default Ringtone
  • Change Primary Number
  • Customize Hold Music
  • Change Area Code
  • Set Up Speed Dials or BLFs
• Voicemail & Texting:
  • Check Voicemail
  • Record Voicemail Greeting
  • Voicemail Pin Reset
  • Sending SMS (Text Message)

Top Training Videos

• Basics:
  • What is Zoom Phone?
  • Zoom Phone App Tour (Softphone)
  • Desk Phone Tour (Yealink)
• More In-Depth:
  • Zoom Phone User Training
  • Zoom Phone on the Mobile App
  • Zoom Phone In-Call Options on the Mobile App
  • Zoom Phone In-Call Options on the Desktop App
  • Zoom Phone Call Handling

Make a Call

*NOTES: 

• There is no longer a need to dial 9 for an off-campus number, or 9+1 for a long distance number.
• On-campus calls currently require dialing 389 + (4-digit extension)
• Off-campus local calls within the 507 area code don't require dialing the 507 area code. Just dial the 7-digit number.
• Long distance calls require 10-digit dialing within the US and Canada.
• Calling outside the U.S. and Canada requires enabling to allow international calls, Then it requires 011 + country code and telephone number. 

Zoom App:

1. Sign in to the Zoom desktop client
2. Click Phone

3. Call a number using one of these methods:

• Number pad: Dial a number using the on-screen or your keyboard number pad, then click the phone icon. If you dial a vanity phone number (the number contains characters), Zoom Phone will automatically convert the letters to numbers when you make the call.
• Copy and paste: Copy and paste a number in the text field, then click the phone icon 
• Search contacts: Type a name or number above the dial pad to search through your internal, external, and synced contacts. Click a search result to make a call. If the contact has several phone numbers, click the right arrow icon 
   to view and select the number to call
• Starred contacts: Click the Starred tab above the number pad to view your starred contacts. Hover over the contact and click the phone icon to call them

1. Click the Caller ID drop-down menu to change the outbound caller ID number. While in a call, your in-call status is synced to any desk phones assigned to you.
   *NOTE: Review the features and limitations of your outbound caller ID number.
2. Use the in-call controls

Using the contacts directory

Zoom App:

1. Sign in to the Zoom desktop client.
2. Click Contact
3. In the My Groups section, click Cloud Contacts and select a contact to call
4. Click Call. Alternatively, you can hover over their name in the directory and click the phone icon
   Note:
   • Make sure your synced contact has a phone number attached. If they don't have a phone number, they will still appear in Cloud Contacts, but you will not be able to call them.
   • If your contact has more than one number, you will see their numbers and the label you set in Google, Office 365, or Exchange. Click a phone number to call it. Clicking Call will call the first phone number displayed.
5. Use the in-call controls

Searching for a contact

You can also call synced contacts by typing their name or number in the search box above the dial pad.

Zoom App:

1. Sign in to the Zoom client
2. Click Phone
3. Type a name or number above the dial pad
   *NOTE: If the contact has several phone numbers, click the right arrow icon to view and select the number to call
4. Click the Caller ID drop-down menu to change the outbound caller ID number
5. Click the phone icon
6. Use the in-call controls

Receive a Call

Zoom App:

1. Sign into the Zoom client
2. During an incoming call, Zoom Phone will display a call notification to help you identify the caller
   *NOTE: You will not receive call notifications if you manually set your status to Do not disturb
3. Click one of these options depending on the call notification you get:
   • Accept: Answer the call
   • Decline: Route the caller to your voicemail or disconnect the call depending on your settings (look for the drop-down menu called When not answered, calls will be)
   • Close icon (×): Ignore the call notification. The call will continue to ring on other devices (Zoom mobile app or desk phone)
   • Dismiss (if call was routed to you through a call queue): Skip the call notification and remove yourself from the current call queue distribution. The call queue will attempt to reach other call queue members.
4. If you are currently in a call, you will see these options in the call notification:
   • Hold & Accept: Place the current call on hold and answer the incoming call. You can use the call controls to switch between the calls or merge them into a three-way call.
   • Send to Voicemail: Continue the current call and send the incoming call to your voicemail.
   • End & Accept: End the current call and answer the incoming call.

Zoom Phone Call Codes 

Forward Calls Internally

*NOTE: Looking for forwarding to an external number? Please see Forward to External Number on Zoom Phone 

Zoom App:

1. Click on your photo/initial icon.
2. Click on Forward Calls in the drop-down list.
3. The Set Up Call Forwarding box opens.
4. Choose where you'd like to forward your calls: Name or Number or Voicemail/Videomail. 
   *NOTE: If an entry exists in the Forwarding Contact field, click the x on the far right of the field to clear the entry and allow the number or contact to be changed.

5. If choosing Name or Number, search for the appropriate Forwarding Contact or type the 10-digit phone number.
6. Select the desired Time Limit: 15 minutes, 30 minutes, 1 hour, 2 hours, or Until I say stop.
7. If forwarding to a name or number, turn off the toggle "Require to press 1 before connecting the call" and click the acknowledgment checkbox.
8. Click Save.

In-Call Functions and Features

Zoom App:

1. Mute/Unmute: Mute or unmute your mic.Keypad: Display a dial pad to enter numbers during the call. For example, entering an extension number. To see in-call controls click <-Back to Call in the upper left corner.
2. Audio: Open audio settings and change the volume of your speaker or mic.
3. Add Call: Display a dial pad to enter a number and add another person to the call (three-way call). Each person will remain on a separate line. Click or tap their name or number to switch between each person.
4. Hold/Unhold: Place the call on hold or resume the call. The receiving party will hear default music while they're on hold. 
5. Transfer: Transfer the call to another number or to voicemail. For more details, see the Zoom documentation.
6. Record: Start or stop recording a call. An audio prompt notifies both parties that the call will be recorded and requests that the user presses "1" to give permission for the call to be recorded.
          - Access the Keypad, press 1, then Press Stop Recording to end the recording. For more details, see Zoom documentation.
7. Meet: If you make a call using Zoom Phone, you can easily convert or elevate the phone call to a Zoom meeting. For more details, see Zoom Support documentation
8. More: The following controls can be accessed by clicking the More icon.

- Park: Park the call for another phone user to pick it up.
- Invite to Meeting: Invite the call participant to a meeting by using the meeting ID.
- Minimize: Minimize the in-call controls while continuing the call so you can continue using the Zoom desktop client or mobile app.

See Zoom Support documentation: Using In-call Controls for more details on each of these tools.

Set Do Not Disturb

Enabled DND will automatically bring calls to VM. You can set DND to multiple time frames, 20 minutes 1 hour, 2 hours, 4 hours, 8 hours, 24 hours, or a custom time frame through the Zoom App.  

Zoom App:

1. Click on your profile on the top right of the zoom app
2. Scroll down to where it says Do not disturb
3. Select the time frame you wish to have DND enabled

NOTE: Enabling DND from the Zoom app will override the Yealink desk phone settings. Having DND enabled from zoom will also enable it on the desk phone itself, even though it will not indicate it on the physical phone.

Desk Phone (Yealink):

1. There is a pre-programmed button on the desk phone labeled DND
2. Pressing it will enable DO NOT DISTURB and will show the red circle icon with a hyphen going through
3. Pressing the button again will disable DND

NOTE: Enabling DND from the Yealink phone will only enable it on the physical phone itself, it will not disable it in the Zoom app.

Set Outbound Caller-ID

Set your default caller ID in the Zoom web portal. See Zoom Phone Caller ID document more information. The default caller ID cannot be changed on the Zoom mobile app.

Zoom Web Portal

1. Log in to the Zoom web portal
2. In the left navigation menu, select Phone
3. Click the Settings tab
4. In the Outbound Caller ID section, click the drop-down arrow

5. Select the number you'd like to display when making an out-going call
6. Click Save

Call Blocking

Block a Call

Zoom App:

1. Within the Zoom app, Select the History tab.
2. Right-click the inbound number or place cursor over the date/time stamp and select the three ellipses (more).
3. Move the cursor over Block Number.
4. Select the reason for blocking call: Spam or Other Reasons.
5. Click Block.

Managing Blocked Calls

Zoom App:

1. Log in to the Zoom web portal. 
2. In the left navigation menu, select Phone.
3. Click the Settings tab.
4. Scroll down to the Others setting section and locate Blocked List.
5. Select Manage Blocked List.
6. Clicking Add next to Blocked Prefixes will allow you to enter a specific country and area code to block.
7. Clicking Add next to Blocked Numbers will allow you to enter a specific phone number to block.
8. Clicking the X next to any number in the Blocked Numbers list will remove that number from the list so you can receive calls from that number again. You will be asked to confirm the deletion, click Delete.

Change Default Ringtone on Zoom Phone

Zoom Phone ringtone options and volume settings can be changed on the different devices:

Zoom Desktop or Laptop App

To change the default ringtone on your Zoom Phone through the Zoom app, follow the steps below:

1. Click on your profile on the upper right-hand side in the Zoom Application
2. Select Settings > Audio > Scroll down to Ringtones
3. You have the option to select a different ringtone for your Extension (internal calls) and your Direct Number (external calls)

Zoom Smartphone App

To change the default ringtone on your Zoom smartphone app, follow the steps below:

1. Within the Zoom app, select ... More > General > Ringtones > Phone
2. You have the option to select a different ringtone for your Extension (internal calls) and your Direct Number (external calls)

Desk Phone (Yealink)

To change the default ringtone on your Yealink Phone, follow the steps below:

1. On your Yealink phone, select Menu > Basic > Scroll down to Sound > Hit Enter > Select 1 for Ring Tones and hit Enter
2. You have the option to change the ringtone from this menu

Check Voicemail

Zoom App:

1. Click the Phone tab
2. Click the Voicemail tab
3. Locate the voicemail you want to listen to, and press the Play Voicemail button

*NOTES:

• You will receive a copy of you voicemails along with speech to text transcriptions to your MavMAIL inbox.
• If you're calling your direct number from a another phone, you'll need the PIN code you set up on during the Day 1 tasks, to access your voicemail messages.
• Details on setting up or changing your voicemail are found here.

Record Voicemail Greeting

How to change your voicemail greeting

1. Sign in to the Zoom Web Portal.

2. In the navigation menu, click Phone then Settings.

3. Under Call Handling, click Audio Library.

4. Click Add Audio.

5. Record a new greeting or Upload a file.

6. Once you have the file uploaded or recorded, go back under Call Handling

7.  Scroll down to where it says Greeting & Leave voicemail instruction and select Edit

8. Select Choose from Asset Library 

9. Select the greeting you created

NOTE: You will also want to change the Closed Hours voicemail greeting if you don't have Business Hours Set to 24 hours a day. 

Voicemail Pin Reset 

To reset your Zoom Phone Voicemail Pin, follow the steps below.

Zoom App:

1. Go to your profile > Settings > View More Settings > Login with your StarID and password
2. Select Phone from the left-hand side
3. Scroll down to PIN Code and select Show or Edit
4. From there you can view your current pin or reset it

Sending SMS (Text Messages)

How to send an SMS (Text Message) through the Zoom App

Zoom App:

1. Sign into the Zoom App via laptop or mobile      

• Zoom: Sign In on Windows with University Account
• Zoom: Sign In on Mac with University Account
• Zoom: Sign In on iPhone or Android Using University Account
• Zoom: Sign In on Chromebook Using University Account

2. Click or tap the Phone tab
3. Click or tap the SMS tab
4. Click or tap an SMS Conversation
5. Enter a message
6. Sending the message
   • Desktop Client: Press the Enter key
   • Mobile App: Tap the send icon 

Enable Live Transcription

1. Log into your Zoom account using an Internet browser. 
2. Click on Settings. 
3. Select In Meeting (Advanced).
4. Scroll down to Automated captions, Full Transcript, and Save Captions.
5. Turn all three features on and save. 

You will now see live transcription displayed on your zoom toolbar

If you want to enable live captioning during a meeting, you can click on the Show Captions button on the bottom of the zoom toolbar.

Hide Incoming Calls While in a Zoom Meeting

If you want to hide incoming calls when you are in a Zoom Meeting to avoid distractions, you can do so by going to: 

1. Click on your Picture on the top right in the Zoom App 
2. Select Settings
3. Check the box next to Hide incoming calls while in a Zoom meeting 

Change Your Primary Number

1. Sign into the Zoom web portal
2. Click Phone
3. Click the Settings tab
4. In the Keys & Positions section, select a Primary Number in the drop-down menu
   *NOTE: The phone will automatically reboot to apply the change. The phone may reboot multiple times.

Customize Hold Music for Zoom Phone

1. Sign into the Minnesota State Zoom web portal (https://link.mnsu.edu/zoomphone) using your employee StarID credentials. 

2. On the left-side navigation menu, select Phone. 

3. On the top navigation bar, select Settings. 

4. Navigate to Hold Music then select Edit 

5. Select the best option to choose music on hold from the asset library, upload your own audio, or disable music on hold.

• Choose from asset library - select music or audio that has been previously uploaded and click "Save."
• Add Audio - several options are available for you to choose
  • Text to Speech - can be used to type a script that will be read to the caller on hold. Type the message and click "Add."
  • Upload - can be used to upload audio or music to be played to the caller on hold. Upload an MP3 or WAV file under 10MB is size and click "Add."
  • Record by Computer - can be used to record a message from your own telephone or computer microphone to be played to the caller on hold. Record and click "Add."

6. Select the file name to preview the Hold Music audio or music that will be played to your caller on hold.

Change Area Code

1. Sign into the Minnesota State Zoom web portal (https://link.mnsu.edu/zoomphone) using your employee StarID credentials. 

2. On the left-side navigation menu, select Phone.

3. On the top navigation bar, select Settings. 

4. Navigate to Area Code then select Set 

5. Enter a new 3-digit area code into the Area Code field that appears, then select Save. 

Set Up Speed-Dials or BLFs

*Note: Please be aware speed dials and Busy Lamp Fields only work on physical desk phones and are not available in the Zoom App Softphone.

Speed Dials

1.  Access line key settings as an admin or user. 
2. In one of the keys, click Set Key.
3. Change the following options in these columns: 
   • Key Type: Select Speed Dial. 
   • Line Subscription: Enter a phone number in E.164 format, containing the following. 
     • County code 
     • Area code 
     • Phone Number 

Busy Lamp Fields (BLF)

1. Access line key settings as an admin or user.
2. In one of the keys, click Set Key.
3. Change the following options in these columns:

• Key Type: Select BLF.
• Line Subscription: Enter the phone user's name of extension number. The phone user must be in the same account as the phone user setting up BLF. They can belong to a different site than the phone user setting up BLF.
• Alias (Optional): Enter an alias that is displayed on the phone. An alias can make it easier to identify lines if you have multiple shared lines or direct phone numbers. The alias is only displayed on the desk phone's screen and doesn't affect the caller ID. 
  Note: Entering a custom alias will replace the default alias.

4.  Click Save.

Note: Associated phones will automatically reboot to apply the changes. Phones may reboot multiple times. Click Save. Alias (Optional): Enter an alias that is displayed on the phone.  Key (Optional): Adjust the order of the line keys.