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

The IT Division will work with your department’s Telecom Coordinator to pick up any unused old phones.
No, the current Analog, Digital, and VoIP phones are not compatible with Zoom Phone.
You can download the Zoom application on your SDSU managed desktop comuter or laptop by searching for and opening the "Company Portal" application on your computer and then selecting Zoom Workplace to download it. You can download the Zoom application on your SDSU managed tablet by searching for and opening the "Self Service" application on your tablet and then selecting Zoom Workplace to download it. For all unmanaged or personal devices, you can download the Zoom application from your mobile/tablet device application store, or by going to the Zoom Download Center. 

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

Voicemail set-up is customizable by the user.  You can record greetings, set business hours, forward your voicemails, and more. You can find more information through Zoom Support.
Yes, activating email notifications is an option with Zoom Phone. You can find more information through Zoom Support.
Voicemail cannot be transitioned from the current voice system to Zoom Phone. You will need to listen to and document any voicemails on your current phone prior to your Zoom Phone migration effective date. Upon migration, voicemails on your old phone are deleted and no longer available.
Zoom Phone Voicemail recordings are processed and securely stored (encrypted) in Zoom's cloud environment.  
Yes, it is a feature with Zoom Phone.

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

Call 911 in the same way you do today. You can use the Zoom application or your cell phone provider.
Yes, you should check with your local IT support team to ensure you have location services activated on your computer.
If you call from a campus location using Zoom Phone the call will route to University Police. 

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.

Visit this link for a list of compatible headsets.
Yes. You should be able to use the same headset you use today for Zoom meetings.
The recommendation for Zoom Phone is a softphone. All users are encouraged not to have a desk phone.

Support and Training

You can download the Zoom application on your SDSU managed desktop comuter or laptop by searching for and opening the "Company Portal" application on your computer and then selecting Zoom Workplace to download it. You can download the Zoom application on your SDSU managed tablet by searching for and opening the "Self Service" application on your tablet and then selecting Zoom Workplace to download it. For all unmanaged or personal devices, you can download the Zoom application from your mobile/tablet device application store, or by going to the Zoom Download Center. 
Zoom Phone provides unlimited external calls within the US and Canada. If international calling is required, your manager will need to contact the IT Division to request additional international dialing capabilities.  
Yes. Zoom has a User Guide for handling spam issues. You can also file a ServiceNow "Report A Problem" ticket (aka Incident) and an IT Network and Infrastructure technician will be able to assist you.
Your department’s Telecom Coordinator should submit a ServiceNow Zoom Phone Service Request.  
Zoom Phone user training will be scheduled roughly 1-3 weeks prior to your department's "go live" date. The training will show you how to use Zoom Phone on your computer and mobile device. It will also cover configurations and active call management. Additionally, you can view upcoming and past trainings through the Training Schedule.
All training recordings and materials will also be made available for those who are unable to attend the live virtual training sessions. You can view upcoming and past trainings through the Training Schedule
You can view additional training through the Training Schedule. Additional User Guides are available as well.
-Review the current ServiceNow Coordinator List for all orgs you'll be helping migrate to Zoom Phone to ensure it's showing the correct contacts because that's who we will be reaching out to for each wave.  If you find updates are needed to any Account Mgr, Billing Rep, TC, and DC names, your assigned TCs can submit a ServiceNow Coordinator Update Request via the Telecom/Datacom Coordinators and Account Managers page.  If you have issues submitting the request, the ITNI or ITFA teams can help guide you.
-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.