Description
Zoom Phone is the University's phone system for employees with unlimited domestic calls, SMS messaging, voicemail transcription, call recording, and seamless app integrations. Access Zoom Phone on your laptop or smart device in the Zoom app, or choose to have a traditional desk phone in addition to the app.
How to Access
Softphone
This is your Zoom app that allows you to use your phone on your computer or smart devices. You automatically get access to this. Watch tutorial
Log in to Zoom
Desk Phone
You can choose to also have a traditional desk phone (Yealink brand) in addition to the softphone. (Note: choosing to have a desk phone or not will not impact your monthly phone bill.) Watch tutorial
Setup & Getting Started
Zoom Phone Quick Start Guide
More Resources:
Who Can Use It
Staff: Yes
Faculty: Yes
Students: No
Alumni: No
Emeriti: No
Device Compatibility
Windows: Yes
Mac: Yes
Chromebook: No
iOS: Yes
Android: Yes
Additional Cost
Additional cost
More Resources
Softphone Versus Desk Phone
Feature Comparison Chart
| |
Softphone (Zoom App)
|
Desk phone (Yealink brand)
|
| Description |
Virtual phone available on your laptop or smart devices via Zoom app. You automatically get a softphone. |
Traditional desk phone with a new look and same capabilities as your previous desk phone. Not required, but you can choose to have this in addition to the softphone. Note: this will not impact your monthly phone bill. |
| Texting |
Yes |
No |
| Elevate calls to Zoom meeting |
Yes |
No |
| Available wherever you work |
Yes |
No |
|
Make & receive calls
|
Yes |
Yes |
| Voicemail |
Yes |
Yes |
| Auto-receptionist, call handling/forwarding, & other options |
Yes |
Yes |
Headsets
While not required for Zoom Phone, headsets can help with even better audio quality and more privacy. See our headset recommendations and find the best option for you at the Campus Computer Store.
Setup & Training Resources
Log in to Zoom
Log in to Zoom
Getting Started & Troubleshooting
Video Tutorials
Zoom Phone App Tour (Softphone)
Desk Phone Tour (Yealink)
Features & Benefits
NOTE: This is not a complete list of the Zoom Phone features.
Top Features:
- Traditional phone capabilities such as: call forwarding, call hold, call transfers, shared contact directory, incoming call notifications, caller information, and voicemail options.
- Flexible! Available via multiple devices on or off campus
- Utilizes the same Zoom app and interface you're already used to
- Texting with University number
- More customization - change call settings yourself!
- Safety features with enhanced location accuracy
- Shows availability status in-app, indicating when individuals are online, offline, busy or in a meeting.
- Effortless conference calls including the ability to switch a call from your softphone application on one device to another quickly if needed.
- Easily switch from a voice call to Zoom meeting (video conferencing)
- E911 Emergency calling from Zoom Phone apps or desk phone.
Other Benefits:
- Greater mobility
Full telephone functionality via the Zoom Phone app at home, on campus, traveling, or wherever there is an Internet connection, allowing faculty and staff to seamlessly work, and have a more consistent presence, with their University number no matter where they are. Plus, there's no need to give out a personal number for work purposes anymore!
- Device options
Use the Zoom Phone app (softphone) on a University-provided or personally owned laptop, desktop, or mobile device. Zoom Phone offers multi-device compatibility for all operating systems and devices (Windows, Macintosh, Android, and iOS). Or, use a desk phone if needed.
- Increased functionality
Comprehensive calling features, including options for when/how calls are received, contact integration, and more. These features are all available in the Zoom Phone app with an easy-to-use interface.
- Decreased environmental impact
Utilizing the Zoom Phone app (softphones) reduces physical devices and back-end equipment. Reducing the need for physical phones also reduces the costs associated with updates, maintenance, and replacements
- In-app efficiency and great user experience
The Zoom Phone app (softphone) offers shortcuts and enhancements such as drag-and-drop call transfers, ability to transcribe voicemails, and more. These features enable phone communication that is faster and easier to manage.
- Network flexibility
Ability to use the Zoom Phone app (softphone) through any Internet connection, without the requirement of a VPN.
Frequently Asked Questions
Jump to:
General
Will I need a University-issued cell phone in order to use the Zoom Phone app from a smartphone?
No. The app can be used on a personal smartphone if desired. (Note: all data is stored in the Zoom cloud and not on the individual device). If you prefer a University-issued smartphone for work purposes, please consult with your supervisor. (Note: the cost of a University-issued smartphone including monthly service and data plans would be a departmental expense)
Will I be required to use the Zoom Phone app on my personal smartphone, tablet, or laptop?
No. Zoom Phone offers the flexibility to safely use your personal device if you choose, but you don’t have to. Other options for a phone are:
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A traditional desk phone (Yealink phone)
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Zoom Phone app on a University-issued desktop, laptop, or tablet (softphone)
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Both 1 and 2
Will I have to upgrade my devices in order to use the Zoom Phone app?
Zoom Phone runs on the same Zoom app the University currently uses for online meetings. If you're already using Zoom, then Zoom Phone will also work on your devices. Like normal, you will need to regularly update your device’s software and the Zoom app in order to take advantage of new features and security patches as they roll out.
Will phones be affected if Zoom servers go down?
Yes, Zoom Phones will be affected if Zoom servers go down. Off-campus calls will not be available. However, on-campus calls and 911 calls will continue to function even if Zoom servers are down.
Will phones be affected if campus Wi-Fi goes down?
Zoom Phones connected to only Wi-Fi will be affected if campus Wi-Fi goes down. However, on-campus calls will continue to work normally. (Note: This is the same as our previous Cisco system. However, Zoom Phone allows more flexibility. If you have another form of internet connection on your mobile devices, such as mobile data or hotspot, then Zoom will continue to work as normal even if our campus Wi-Fi goes down.)
Will Zoom Phone use data on my personal cell phone?
Zoom Phone uses an Internet connection. If you choose to use the Zoom Phone app and you’re not connected to Wi-Fi, Zoom will use mobile data on your mobile device if you have it enabled.
Call Features & Customization
Is there a Do Not Disturb function?
Yes. The Yealink desk phones and the Zoom Phone app have a Do Not Disturb option that will silence the ringer. View how-to article
Can I customize my office hours so my phone doesn't ring when I'm off work?
Yes. You can set your own work hours and designate how calls will be handled during and outside of those hours. View how-to article
Can I customize how calls are handled with an auto receptionist?
Yes, you can customize how calls are handled with auto receptionist options. View how-to article
Can I forward calls to another phone?
Yes. You can forward calls to another phone number using the Zoom app or the Yealink desk phone. That phone number can be an on-campus number or an off-campus number, including cell phones. These options can be configured in the Zoom app or at: link.mnsu.edu/zoomphone (under the Call Handling section).
When in a call, can I mute, add a call, hold, transfer, record, escalate to a meeting, and park?
Yes. Instructions are available for all the basic in-call functions and features. View how-to article
Can I elevate a call to a Zoom meeting?
Yes. You can easily move into a Zoom meeting from a phone call, but this feature is only available via the Zoom Phone app on your computer or smart device. View how-to article (Note: This is not supported on a Yealink desk phone. However, there is a workaround that uses Call Flip to convert the call. View how-to article)
Can I set up an auto-receptionist (IVR) on my phone?
Yes. Set up auto-receptionist or change your auto-receptionist settings
Can an auto-receptionist (IVR) be set up to go to a common area phone?
Yes. A common area phone (classroom, hallway, or general-use shared phones) can have an IVR assigned to send calls to it, but this has to be set up by an administrator. To request, submit a ticket with subject line “IVR Request.”
Can I check my voicemail over the phone by calling in?
Yes, you can check your voicemail by calling your work phone number. View how-to article
How many people can be in a conference call?
The maximum number of people in a regular conference call is 4. If there are more than 4 attending, plan to use a Zoom meeting instead.
Texting
What are the restrictions or limits on text messages (SMS)?
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Limit 1000 outbound text messages per day (to prevent abuse). If needed, this can be increased.
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Limit 180 characters per message.
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Groups can contain up to 10 numbers.
Can I set up an automated out-of-office text message?
No. This has been submitted to Zoom as a feature request for the future.
Accessibility
Are captions supported on Zoom Phone?
Yes. Options for captions include:
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Captioning: Zoom Phone supports live voice transcription in the app.
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TTY: Zoom Phone supports receiving TRS calls (via relay operator). To initiate a TTY call, Polycom VVX or the new CCX phones should support adding a TTY device.
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VRS: Zoom Phone supports receiving VRS calls (via relay operator). To initiate a VRS call, a separate VRS service/device is needed (e.g., Purple, Convo, Sorensen, etc.).
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Caption Phones: There are a few captioned telephone providers:
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ClearCaptions: The Plantronics Ensemble: Could continue to work independently from Zoom Phone, as it only requires an internet connection, no phone line requirement. They also have a separate mobile app service.
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Captel and CaptionCall: These phones are not Zoom Phone Certified. Both these companies also provide a separate mobile app service.
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Innocaptions: Service provided entirely through mobile app service.
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Tennacity: A 3rd party integration that allows for Captel captions to show on Cisco 8800 phones. Paid service with Tenacity corps
How do I turn on Call Live Phone Transcription?
For those who need assistance with audio, live transcription can be enabled, and then turned on manually during a call, or automatically. Then, during a call, each voice will be transcribed within the Zoom Phone app. View how-to article
Security & Privacy
Are there privacy concerns if I use the Zoom Phone app on my personal smartphone? Will data be stored on my device's hard drive?
No. Calls, call history, voicemail, SMS (text), chat, notes, whiteboards, and all other types of Zoom Phone data are stored securely in the Zoom cloud. Data is not stored directly on the devices or in the app.
Zoom Phone has the ability for an individual to record calls. Is this a privacy issue?
If a Zoom Phone call is being recorded, all participants are notified with a warning. Recordings are securely stored in the Zoom cloud and not directly on the device. The ability to record conversations is not new – in fact, regular Zoom and Teams web meetings already have recording options.
Emergency Broadcast
Will emergency broadcasts also play on my laptop or smart devices via the Zoom Phone app?
No. Emergency broadcasts do not play audio through the Zoom Phone app. Audio only broadcasts through desk phones (Yealink phones), the IP speakers in the ceiling, and some fire panel speakers. However, desktop and laptop computers can have a text alert pop up on the screen if dispatch chooses.