Zoom Phone FAQ

Why is WPI upgrading the phone system?

WPI’s current Avaya phone system is aging, and not keeping pace with today’s technology. To improve overall architecture, service, and resiliency, it is being replaced. The new Zoom Phone system will retain existing phone extensions, provide all the features phones offer today, as well as enhanced functionality to meet future needs. 

What does the project involve?

• Assessing phone hardware needs, including multi-line and conference phones, and removing physical desk phones when they are not deemed necessary.
• Transitioning software to Zoom Phone, and automating Zoom license provision and deprovision.
• Installing a new Private Branch eXchange (PBX), the calling management system.
• Aligning emergency calling (E911) with the new system.
  
• Retiring aging Avaya phone components.
  

What are the benefits of this transition?

• WPI employees will be better equipped to communicate and engage with our community.
• Reduced phone hardware and maintenance lowers cost and improves sustainability.
  
• Employees are no longer tied to office phones for business calls. Using the Zoom mobile and desktop application, calls can be placed and received using WPI phone numbers.
  
• Call transfer, forwarding, conferencing, and voicemail are still supported.
  
• Additional features are available in Zoom. 
  

What do we need to do to make this transition with the new Zoom technology?

Each department has a designated Zoom Phone Key Contact. That person will meet with the Zoom Phone team to discuss your department's telephone needs. Please inform your Key Contact what your specific telephone needs are.

How similar is Zoom Phone to the Avaya softphone?

Zoom Phone is much easier to use than the Avaya softphone and it has a lot more options.

We are very appreciative of these key contacts for their partnership! They are providing information such as team members, phone numbers, and equipment needed to help their area transition

What is Zoom Phone? (under 2 minutes)

Zoom Phone in Higher Education:

Minnesota State University, Mankato made this 4 minute video for their Zoom Phone implementation. Please note there will be slight differences with using Zoom Phone at WPI, but this video provides a good general idea of what it will be like.

How will I know what's going on?

Your department's Zoom Phone Key Contact will inform you of where your department is in the Zoom Phone transition process.

Additionally, the CIO sends out a monthly update on the Zoom Phone project. Please watch for this the last week of the month.

Updates are also posted on the Unified Communications Zoom Phone Timeline. The link is in the Actions menu.

Why am I seeing an increase in spam calls?

Some people have reported increased spoofed and junk phone calls since transitioning to Zoom Phone. To address the issue, IT adjusted Spam protection settings as instructed by Zoom professional services. They have informed us that the issue should resolve itself several weeks after each cutover. IT will continue to monitor. 

What if I have problems with my Zoom Phone after my department's cutover date?

If you encounter any issues with your Zoom Phone after your department has moved to Zoom Phone, please contact us by using one of the Get Support options at the bottom of this page.

Do the settings I set for my test line stay in my Zoom Phone account after my department transitions to Zoom?

Yes, the settings you set now will stay the same for your personal extension after you move over to Zoom Phone.

Main line settings will be done when your Key Contact has the meeting to configure your department's call flow. 

I'm trying to make a test call, but I can't find my colleague's name. What do I do?

Try searching for that person by their email address.

If a person's profile is not set up in Zoom, then the only way to search for them is by email.

How do I set up my profile in Zoom?

• Go to wpi.zoom.us and click Sign In.
• Click Profile in the upper left corner.
• Click the Edit button to the right of your profile information.
• Enter your First Name and Last Name, then click Save.

When calling externally through the Zoom phone during the testing phase, you are using a temporary number. The result of which means you are using a number from a random location or a previously used number with out of date Caller ID info. When the cutover is complete, your Caller ID will show correctly as coming from WPI.

I am in the testing phase with my Zoom Phone and I don't have SMS (texting). What do I do?

The SMS feature is disabled for the testing phase as you currently only have a temporary phone number. Once the cutover has been complete and your phone number has been transitioned, you will be able to send SMS messages using this feature.

I received a Zoom Phone icon prior to my cutover date. When I make test calls, the caller ID is incorrect. What do I do?

When calling externally through the Zoom phone during the testing phase, you are using a temporary number. The result of which means you are using a number from a random location or a previously used number with out of date Caller ID info. When the cutover is complete, your Caller ID will show correctly as coming from WPI.

We met with Zoom Phone about my department's main line settings, do I have to manually enter them into Zoom?

No, you don't need to do it again. However the settings you gave to Zoom were for your department's main line. You may want different settings for your individual voicemail. 

Directions for how to change your Zoom Phone settings are in the article, Zoom Phone - Advanced Features, in the Related Articles menu. Once you are viewing the article, go to the Set Business Hours section.

Do I have to manage all the Zoom Phone settings by myself?

No. You can contact the Service Desk and someone will assist you. Their contact information is in the Get Support section at the bottom of this page.

People who are Call Queue Administrators have the ability to make some changes to their department's phones on their own. However they are always welcome to contact the Service Desk for assistance.

Why am I receiving SPAM after transitioning to Zoom Phone?

Some people have reported increased spoofed and junk phone calls since transitioning to Zoom Phone. The reason is that during carrier change, phone numbers become public information, similar to when buying a house the deed transfer becomes public and numerous vendors mail the new owner. To address the issue, we adjusted Spam protection settings as instructed by Zoom professional services. They have informed us that the issue should resolve itself several weeks after each cutover.  We will continue to monitor.

How does Zoom Phone work for me? 

Call will be placed and received using the Zoom softphone application on a computer or mobile device. Because calls placed from and received in Zoom Phone will use WPI phone numbers:

• You can make and accept calls anywhere you connect to the Zoom app, and are no longer tied to the desk phone.  
• You do not need to distribute your personal mobile number for WPI calls.  
  

Do I need to install Zoom?

If you already have the Zoom app installed on your desktop or mobile device then you will continue to use the same app after your Zoom Phone license is turned on by IT.

If you do not have Zoom installed on your device then you will need to download it. For more information, please see the related item, View Zoom Download Center and the related article, Download Zoom on Personal Machine.

My Multifactor Authentication (MFA) is my office extension. How do I log into Zoom with Single Sign on (SSO)?

Once the desk phone is set up, it is permanently logged into Zoom Phone.

Also most employees have an alternate MFA method set up. So they would use their alternate MFA method to log into the SSO for Zoom Phone.

Will Zoom Phone work on my Linux computer?

Zoom Phone works on Linux computers. There is only one adjustment that may need to be made for Linux related to adding Emergency 911 address information. Please contact the Service Desk if you have any concerns about using Zoom Phone on your Linux computer. The Service Desk can be reached with the Get Support options at the bottom of this page.

Do I need an iPhone or new smartphone to be able to use Zoom Phone?

No, you do not need to upgrade your personal mobile devices. You can use your WPI-issued computer to make and receive calls on the Zoom app.  If you need to use something else, please discuss it with your department's key contact for Zoom Phone.  

How does it alleviate staff using their personal smart phones for work?

Most WPI computers already have Zoom installed. It is available for you to install on a personal device or smartphone if you choose. You are not required to use Zoom on your personal smartphone. 

The Zoom app can be downloaded to a smartphone and you can be called with a WPI phone number. When someone calls your WPI number, your smartphone's Zoom app will notify you. The advantage is that you can use your WPI phone extension whether or not you are at your desk, eliminating the need to share your personal phone number for work.

Do we have to keep Zoom open on our smartphones?

No, you do not need to keep the Zoom mobile app open on your phone. If you set up your call handling to take calls on your Zoom mobile app then it will just ring on that device. Please review the Set Business Hours section of the Zoom Phone - Advanced Features article to change which device(s) should ring when you receive a call.

Will every employee who does not currently have a WPI extension now have one by leveraging the Zoom app? 

Yes, the Zoom Phone license is for all active employees. This includes remote and hybrid staff and faculty who may not have an office or currently have a phone extension. New extensions can be assigned during the transition.

What if I have concerns about my network or wireless reliability?

If you have concerns about network or wireless reliability or performance issues, please are encouraged to reach out to the Service Desk (using Get Support below). They will work with you to discuss options for addressing these concerns, ensuring the necessary performance for a reliable voice connection.

Can I keep my number?

Yes! Department and individual phone extensions that are currently in use will remain the same, and be ported to Zoom Phone.

When will my phone change?

IT will be meeting with the Zoom Phone Key Contacts in divisions and departments to assess needs, plan the transition, and provide training and support. The goal is to complete the move to Zoom Phone in December 2023. Please ask your Key Contact about the specific plan for your department.

How do we call individuals during the transition?

It is best to call using external dialing (i.e., 508-831-5000) during the transition. During the transition the two separate phone systems can only recognize their own 4-digit extensions. When the project is complete, all 4-digit extensions will be reachable via Zoom.

How can I tell if a call is coming to the mainline or my personal extension?

The incoming call notification on the app will specify if the call is for the mainline or your personal extension.

Does the Zoom app have to be open at all times to receive calls?

The app should be open on your computer, but you can keep it minimized while you're working. A large pop up window will appear on your screen when you're receiving a call.

What happens when I decline a call?

You can specify in the Call Handling settings what you want to happen to declined calls, such as send them to voicemail.

When do I use Zoom Phone versus other collaboration tools?

Please refer to the article in the Related Items menu titled Collaboration Tool Comparison for clarification on when to use each tool.

What if I don't want to receive SMS (text) messages?

Please contact the Service Desk to disable SMS (text) for your Zoom Phone account. Their contact information is in the Get Support section at the bottom of this page.

What's the difference between SMS (text) and Chat on Zoom Phone?

Zoom Chat is a chat tool similar to Teams or Slack. SMS (text) allows you to use your Zoom Phone to text people who do not have a WPI phone number.

Do I need to use ear buds or a headset?

You can use the speaker and mic on your laptop or computer, however it is recommended to use ear buds or a headset for better sound quality.

What headset do I use with Zoom Phone?

The headset you are currently using for Zoom video meetings will also work with the Zoom Phone app on your WPI-issued computer.  

Will department phones change?

New phone handsets will replace multi-line phones, such as in department front offices. The department phone number will be ported to Zoom.

How do we handle conference room phones that have speakers on the table?  

Someone in the IT department will need to visit the location to evaluate the equipment. Please contact the Service Desk with the building name and room number where the conference phone is located. The Service Desk's contact information is in the Get Support section at the bottom of this page.

What type of handsets will be used?

Handsets for phones in high risk areas (ex. lab, rec center) will be the Grandstream GRP2602G model. 

Handsets for information desks and desk phones approved by Management Council will be the Poly Edge E220.

What phones will the student workers use?

During the transition, there will be an assessment of common area phones. That process will help identify areas that still need a desk phone for student workers. Student worker identified spaces will have a Poly Edge E220 phone.

How do we call departments during the transition?

It is best to call using 10-digit phone numbers during the transition (i.e., 508-831-5000). During the transition the two separate phone systems can only recognize their own 4-digit extensions. When the project is complete, all 4-digit extensions will be reachable via Zoom.

How will calling WPI's main phone line 508-831-5000 work after the transition?

The main WPI line will still be 508-831-5000, and it will continue to route calls.

How does this initiative affect phone placement in areas with special safety circumstances?

We recognize that certain labs, machine shops, and other campus environments have specific concerns regarding safety and related communications, and we are working with the Office of Environmental Health & Safety (EHS) to assess and update phone services in such areas.  

Are all phones moving to Zoom?

No. Blue light emergency phones and elevator phones are not moving to Zoom. 

What if I need to keep my desk phone?

The Management Council has defined the need for a desk phone justification and approval process. 

Please discuss your desk phone needs with your department's Key Contact. If you do not know who your Key Contact is, please contact the Service Desk with one of the Get Support options at the bottom of this page.

When do I receive my new desk phone?

IT's Desktop Services team is in charge of distributing the new desk phones before the cutover date. You do not need to be present when they install it.

Once my Zoom desk phone is set up do I have to do anything else?

No, just use it like a regular phone. If you would like to customize the settings on the desk phone, then please view the Poly Edge E220 article in Related Articles for directions.

Can I pick up calls for soft phones with my desk phone?

Yes, if you are a delegate for that soft phone line.

Directions for how to make someone your Zoom Phone delegate are in the Zoom Phone - Advanced Features article in the Call Delegation section.

How will lab phones be impacted?

WPI is only changing the carriers on the safety phones in labs. Current lab phones are Voice over IP. All WPI plans to do is change carriers from Verizon to Zoom. They will function the same and there will be no interruption in service.

What is an emergency phone?

An emergency phone is one where the campus police emergency line is instantly dialed when someone picks up the handset. It cannot be used to receive incoming calls from other numbers.

What is a Common Area Phone (CAP)?

A common area phone is one that is not assigned to an individual and can be used to make and receive calls from other local numbers. Users will hear a dial tone when they pick up the handset. They will need to manually dial 5555 to reach Campus Police's emergency line.

What type of handsets will be used?

Handsets for phones in high risk areas (ex. lab, rec center) will be the Grandstream GRP2602G model. 

How does this initiative affect phone placement in areas with special safety circumstances?

We recognize that certain labs, machine shops, and other campus environments have specific concerns regarding safety and related communications, and we are working with the Office of Environmental Health & Safety (EHS) to assess and update phone services in such areas.  

How do I call internationally?

If you have not moved over to Zoom Phone, then the way you make an international call on your Avaya phone stays the same.

Zoom Phone supports calling to numbers in the US and Canada.

International calling via Zoom phone can be requested for numbers that currently have this ability, and for new numbers with department head approval. 

What happens to my Zoom Phone when I travel overseas?

Zoom is considered a cloud-based phone system which heavily relies on internet service. When traveling outside of the US, you will need access to a good internet connection to make calls to the US and Canada with your Zoom Phone app.

Your Zoom Phone app will still behave as it does in the US. Any calls to the US or Canada will work as they do when you are at home.

To make calls to countries outside the US or Canada, including countries you are visiting, you will need an international calling plan. 

Note: Since each country uses a different number for local emergency calling, Zoom Phone emergency calling will not work in other countries the way it does in the US.

International Zoom Meetings: All WPI Zoom accounts can currently use  Zoom Meetings to meet with people who are overseas and have a good internet connection. This is does not require additional licensing, and is unrelated to Zoom phone.

Will I still have voicemail?

Yes, when you cannot accept a call it will go to voicemail.

When can I record my outgoing voicemail message?

You can record your outgoing voicemail message as soon as the Phone icon appears in your Zoom app.

What new features does Zoom Phone offer?

• Improved softphone experience from laptops and mobile devices.
• Automated and manual call blocking, reducing SPAM and other unwanted calls.
  
• SMS text messaging from primary and shared lines.
  
• Call handling, including setting business hours.
• Improved call queues, auto attendant, and call volume statistics.
  
• Automatic or on demand call recording.
  
• Automatic voicemail transcription.

Are Zoom meetings impacted by the change to Zoom phone?

No, Zoom meetings are NOT impacted, not even on the day you cutover to Zoom phone.

Do I use Zoom or Microsoft 365 Teams? 

While Zoom will be our primary unified communications platform, Microsoft 365 Teams will remain available.  Zoom has continuous meeting chat functionality as a feature, just like Teams does. Additionally, Zoom has patched a known issue with Bluetooth audio devices that Microsoft has acknowledged, but has not yet patched (as of 9/18/23). These  known accessibility issues for use with certain hearing aids and other wireless audio devices are mitigated by using Zoom for meetings, making it a more inclusive meeting platform. Teams is a good option when file sharing through OneDrive and SharePoint is needed within calls, chat, and meetings.

Can I start a Zoom meeting when I am in Teams?

You will find the directions for how to use Zoom from within the Teams app in the Actions item, Using Zoom for MS Teams. 

How do you identify a call going to your personal telephone number versus your work telephone number when using a mobile phone? 

Calls to your personal cell phone number will ring with the ringtone you have set for it. 

Calls to your Zoom Phone number will ring with the default Zoom Phone ringtone. You also have the option to change your Zoom Phone ringtone.