Frequently Asked Questions
General Information
Zoom Phone is a type of phone service that utilizes Voice over Internet Protocol (VoIP) technology. Zoom Phone operates on the same application used for Zoom meetings. It is flexible and versatile. It can seamlessly transfer calls across devices and to different mediums, easily switching from voice to video and back again. Using the Zoom application to make phone calls will allow SDSU to greatly reduce the need for physical phones on campus.
Integrated communication & productivity: Everything you need for communication and collaboration is now in one place. Easily switch between chat, voice and video calls, and access the features of the traditional desk phone, such as voicemail, with one application. Additional information can be found at Why Zoom One?
Classroom phones will be migrated Summer 2024 and Winter Break 2024. Campus user phones will begin migrating in September 2024. All of the campus will need to be migrated by June 2025.
To modernize our campus infrastructure and provide the campus community a modern voice solution that provides mobility and flexibility.
A softphone is the Zoom client residing on your computer or an application on your cell phone. Softphones offer portability and access to more features such as integrated SMS texting capabilities, the ability to elevate a phone call to a full feature Zoom Meeting without requiring participants to manually join, and integration with Slack.
Work with your assigned Telecommunications Coordinator for information regarding your department’s migration scheduling and needed actions. You can also attent upcoming trainings and user guides prior to your migration.
Yes, you will be able to keep your current campus phone number once you switch to Zoom Phone. Those who currently do not have a campus phone number will receive one if their manager or supervisor has identified them as needing a Zoom Phone.
No, the campus will adopt a base support fee and will no longer have individual billing for voice and network services.
Technical and Usage Questions
There will be no change to your caller ID.
Yes, you can use your cell phone for Zoom calls. You can download the Zoom application from your device application store, or by going to the Zoom Download Center.
Using personal cell phones is optional and uses your data plan if not using wifi for calling. It is recommended to work directly with your manager to determine your department’s specific policy regarding cell phone use.
No, a VPN is not needed for Zoom Phone.
No, dialing 8 for outgoing calls is not needed on Zoom Phone.
Yes, 5-digit dialing works with Zoom Phone.
Device and Application Management
Zoom settings are accessible via the Zoom application. You can find more information through Zoom Support.
Yes, you can be signed into Zoom on multiple devices (e.g., desktop computer, smartphone, tablet, and handset telephone) at the same time.
Standard practice is to launch the Zoom App at the beginning of your workday and leave it open all day. However, if you don’t do that you can still control what happens to unanswered calls via your Zoom Phone Settings.
The default is for the incoming call to be directed to voicemail. Other options include disconnect, play a message and disconnect, or transfer to another user.
If someone leaves a voicemail and you have enabled receiving transcribed notifications, you will get an email alert indicating you have a voicemail. You will also see all missed calls the next time you log into the Zoom App.
You are required to have an SDSUid Zoom account, the Zoom App (downloaded application, not via a web browser), and an internet connection.
Voicemail and Notifications
Features & Functionality
Sign into your Zoom App (also known as your Desktop Client).
Click your profile picture, then select Settings.
In the General section, check the box for “Start Zoom when I start Windows”.
Optionally, you can also check the box for “Silently start Zoom when I start Windows” if you want it to open minimized in the taskbar.
Zoom settings are accessible via the Zoom App. You can find more information through Zoom Support.
No, VPN is not needed for Zoom Phone.
Standard practice is to launch the Zoom App at the beginning of your workday and leave it open all day. However, if you don’t do that you can still control what happens to unanswered calls via your Zoom Phone Settings.
The default is for the incoming call to be directed to voicemail. Other options include disconnect, play a message and disconnect, or transfer to another user.
If someone leaves a voicemail and you have enabled receiving transcribed notifications, you will get an email alert indicating you have a voicemail. You will also see all missed calls the next time you log into the Zoom App.
Yes, you can be signed into Zoom on multiple devices (e.g., desktop computer, smartphone, tablet, and handset telephone) at the same time.
You can only be in one meeting or phone call at a time. You can put a meeting on hold to answer a call and then return to the meeting after the call is complete.
Yes, SMS is an included in Zoom Phone.
The record button is currently turned off for Zoom Phone for SDSU and there is no intention of enabling this feature for the campus community at this time. However, if enabled it will automatically notify the participants they are being recorded.
It is highly recommended you set up your business and holiday hours within the Zoom Phone application to help you control when and where you receive calls. You can find more information on how to set this up through Zoom Support.
Yes. Activate the “Do Not Disturb” feature in Zoom Phone. You can find more information on how to set this up through Zoom Support.
Emergency Services
Hardware and Accessories
Headsets are not required to use Zoom Phone as long as your computer, laptop, or tablet has a built-in microphone and speakers. However, using a headset may provide the best phone call experience for you.
Headsets are available for Faculty and Staff users at the Adam's Humanities 1129 Equipment Checkout Counter. Pickup is available from 7:30am - 4:00pm, Monday through Friday.
Please refer to our Zoom Phone Equipment recommendations for more information.
Support and Training
-Review all of your own internal org phone number lists you may have and see if there are any numbers no longer in use that you and your fellow TCs can submit disconnect tickets for via ServiceNow to reduce the volume of phone numbers you'll need to review later this year.
-Locate and validate any documentation you can regarding call queues, special incoming call routing, after hours call handling, etc., your orgs may have in place to help us all better map those flows to Zoom Phone when the actual migration kickoffs happen for your orgs.
Contact Us
If you have any questions, please fill out the Questions & Feedback: Zoom One Enterprise form. We will respond within two business days.