Zoom Phone Resources

Training Materials

Zoom will be providing training sessions over the summer. Below are videos and documents to get started. Additional training materials will be added before the migration.

Short Overview Videos

• Zoom Phone for Desktop
• Zoom Phone for Mobile

Zoom Learning Center

• Zoom "Show Me" Videos

Setting Up and Using Zoom Phone

• Getting Started with Zoom Phone (users)
• How to Use Zoom Phone - User Training video
• Phone Settings
• Making and receiving calls
• Faxing with Zoom (e-fax)

FAQ

• Do I need to be logged onto Zoom to use Zoom Phone? 

  • Yes. Log into the Zoom Workspace application with your SJSU SSO account

• Do I need install any additional software?

  • No. It is part of your existing Zoom Workplace application on your computer. 

• Can I install this enterprise Zoom service installed on my personal mobile device?

  • Yes. It is not required to install the Zoom app on your mobile device, but you can install it for additional mobility for Zoom Meetings and phone calls if desired.

• How can I change my phone settings?

  • Log into https://sjsu.zoom.us/signin with your SJSU SSO account and go to “Phone” then “Settings” to change the times your phone rings, forwarding, etc

• How do I forward calls to a cell phone?

  • You can forward calls to any number. However, rather than forwarding to your personal cell phone, you can install the Zoom App, and receive the calls natively. 

• Will it integrate automatically if used on the mobile phone? 

  • Yes it integrates automatically. Even if you already have the Zoom app on your mobile device for meetings, once you are added to Zoom Phone you will then see an additional tab named "Phone". 

• If I install the Zoom app on my mobile phone, does it override calls on phone?

  • When the Zoom app is running and you are logged in you will be able to make and receive calls. When receiving calls on your Zoom Phone it will have a different ringer than your regular cell phone calls. It is the same alerting you would get when a meeting is starting on your mobile phone. If you are on a Zoom Call or in a Zoom Meeting you will still receive your normal cell phone calls and you can answer if you choose.

• How does this effect the Cisco Finesse interface we use call centers on campus? Will physical phones be used in shared spaces for call centers? 

  • Common / shared phones, and phones used in call centers on campus, will mostly be replaced with new Polycom phones compatible with Zoom. IT will work with all 22 call centers on campus to discuss the transition, and collaborate on a plan to test, validate, and make sure it's a smooth transition. 

• Do we have to always be logged into Zoom on our laptops? 

  • Yes, similar to how you have to be logged into Google to recieve email--in order to make & receive phone calls via your computer, you must be logged into the Zoom app on the devices you wish to utilize for Zoom Phone. 

• Will there be several training opportunities throughout the summer?

  • Yes as well as an internal website for FAQ, training videos and 'how-to' documentation.

• How will this work for incoming external calls? 

  • Zoom Phone works just like our Cisco phone system for internal and external calls: If you are logged into the Zoom app you will be able to receive calls from an internal SJSU user via 5 digit extension, or from external callers via your full 10 digit phone number. 

• How does it work with shared phone extensions?

  • Shared extensions will show up in your available lines. Calls will come through on your Zoom app and will appear with the name of the Shared Line Group.

• What is the timeline for completion for this project?

  • Migration will start over summer and alll migrations will be complete by the end of 2025.

• What if I want to keep my physical phone at my desk?

  • The Zoom Phone Advisory Group will be defining the criteria for where hard phones make sense. For most users, the soft phone is a more flexibile solution, but exceptions wil be made as needed. 

• If you work from home, do you need a VPN connection? 

  • No VPN connection is required to have Zoom Phone on your laptop while at home or traveling (similar to how Zoom Meetings work today).

• Will there be a way to restrict incoming calls outside the regular business hours based on the time zone of the respective employee?

  • Yes. You will have full control of when you want to make and/or receive calls with various options including setting your own personal work schedule, choosing which apps will ring, or turning off the ringer.

• How will this affect our phone extensions for the Hammer Theatre? Will we still be able to receive and make outgoing calls without being tied to a computer or cell phone? Will there be land line extensions?

  • Your computer will be your default Zoom Phone device for most users. Common area phones not assigned to users will still use hard phones. 

• Will we be able to stop forwarding our calls to our personal cell phones if we use the Zoom app on the cell phone?

  • Yes. If you are forwarding your work phone to your cell phone today, then a better solution will be to install the Zoom app on your cell phone to receive the calls natively. An incoming call will ring both your laptop Zoom softphone and the Zoom moble app simultaneously. 

• Will physical phones still remain in labs and classrooms for emergency use? 

  • Yes, wall phones and classroom phones will remain as hard phones, for emergency use. 

• I have concerns about the invasiveness of having a zoom phone app on my computer and the potential disruption either while teaching or at home. 

  • You will have full control of when you want to make and/or receive calls with various options including setting your own personal work schedule, choosing which apps will ring, setting yourself to DND, turning off the ringer or even logging out of the app when desired. 

• How will the call centers work with this new phone system? 

  • The new system has similar call center functionality. IT will work wtih each call center team to on their specific call flows, in the transition to the new system. 

• What is the difference between Zoom and Zoom Phone ?

  • Zoom Workplace is an applicaion and include all the offerings from Zoom including Meetings, Chat, Phone, SMS, Whiteboard, etc.

• If I'm using my personal cell phone but I want my number confidential - how do I go about that?

  • You can install the Zoom app on your mobile phone which will have your work number assigned. With that app, you can make phone calls from your personal mobile device from your work phone number, and and your personal cell phone number will not be disclosed.

• Can we text students through Zoom Phone?

  • Yes. Zoom Phone includes SMS so you will be able to use that to text anyone from your work number.

• What happens when someone calls and the system is in sleep mode?

  • If you are unavailable calls are routed to voicemail and you will receive an email with the voicemail attached. This includes text translation. 

• Can the user can override the defaults to suit their preferences?

  • Yes. You will have full control of when you want to make and/or receive calls with various options including setting your own personal work schedule, choosing which apps will ring, setting yourself to Do Not Distrub, and turning off the ringer.

• I have a fax machine; does Zoom have efax capability I can use to replace my old fax hardware? 

  • Yes. Zoom efax built into every account. This can be tied to one user or multpile users (shared). See the list of training docs for more information. IT can assist wiht cutting over from a hard fax machine to Zoom efax. 

• I have a headset that I use with Zoom Meetings. Will this work for Zoom Phone?

  • Yes. The same headset will work for Zoom Phone.