Use WPI Zoom Phone to make a phone call, set up voicemail greeting, listen to voicemails, customize outbound caller ID settings, and send SMS messages from the Zoom desktop client or mobile app.

A 5 minute video, WPI - Zoom Phone: Getting Started, is available in the Related Actions menu.   

New Employees
If you are a new employee who needs a Zoom Phone number assigned to you, please contact its@wpi.edu.

  • Getting Started

    Installation

    • WPI-managed computer - already have Zoom app installed
    • Personal laptops and computers- need to install Zoom app
      • Go to wpi.zoom.us.
      • Click Download Client link at the bottom of the page.
      • Click blue download button.
      • The Zoom icon will appear on the desktop when the installation is complete.
      • To pin the Zoom icon to the computer's taskbar, press the Windows button on the keyboard. Type Zoom in the search bar. Right click the Zoom icon and click Pin to Taskbar.
    • Mobile devices - visit the device's app store to download for free.
    Using Mobile Devices on Campus
    If you want to make calls with your mobile device while on campus, make sure it is connected to WPI-Wireless. This way you can use the Zoom Phone app and the call is on WPI's network, not your personal mobile carrier plan. Please contact us through the Get Support section at the bottom of this page if you need assistance connecting your mobile device to WPI-Wireless.

          

    Login

    • Open Zoom app on your device and if prompted to login, click SSO.
      • SSO = Single Sign On
    • Company domain = wpi
    • Log in using your WPI credentials.
      • You may need to sign on in a new browser window.
      • If a pop-up appears, click Yes. This will allow your web browser to send your login information to your Zoom Client.
    Multi-Factor Authentication (MFA)
    In order to log in through Single Sign On (SSO), you need to use the Microsoft Authenticator App to verify your login. If you need assistance with MFA, please contact the Service Desk through the Get Support section at the bottom of this page.

         

    Confirm Phone is Activated on Zoom Account

    For computers and laptops - Once you are logged into Zoom,  a Phone icon should appear at the top of the window.

    For cell phones and tablets - Once you are logged into Zoom,  a Phone icon should appear at the bottom of the screen.

    Screenshot of the home page on the Zoom desktop app. A red box is around the phone icon. A red arrow is pointing to the red box.

         

    Find Dial Pad

    For computers and laptops -  You will see the dial pad after clicking the Phone icon.

    For cell phones and tablets - Tap the phone icon, then tap the dial pad icon in the upper left corner.

       

    View Your Information

    • Open the Zoom app on your computer or laptop.
    • Click the profile icon in the upper right corner.
    Screenshot of the Zoom desktop app home page with a red box around the profile icon and a big red arrow pointing to the box.
    • Hover on your name, then click My Profile.
    Screenshot of the menu after clicking the profile icon. A red box is around the name and email. Another red box is around My Profile.
    • You are brought to the Zoom website. Make sure Profile is selected. You will see your name and phone number.
    The Zoom web profile page with a red box around Company Number.

    Visit Web Portal

    To visit Zoom's web portal, enter wpi.zoom.us in your web browser.

    Chrome and Firefox are the recommended web browsers for viewing wpi.zoom.us.

      

    Desktop Application

    To receive calls on the desktop application, the Zoom app must be running in the background. A large pop-up window will appear when you receive a call.

    It is recommended to Set Zoom to Auto-Start. Those directions can be found in the Zoom Phone - Advanced Features.

  • Dialing

    Entering numbers on Zoom Phone is like entering them on a smartphone. 

    • You do not need to dial 9 for external calls.
    • You do not need to dial 1 for long distance.
    • For international calls, just dial the country code and number, the same way you would on a smartphone.
    International Calling
    If you need to make an international call and you do not have an international phone plan, please contact the Service Desk for assistance.

  • Add Personal Emergency Address
    • In the Zoom desktop app, click the profile, and click Settings.
    • Click Phone in the left menu.
    • Find Emergency Address, click Add Personal Location or Addresses.
    Screenshot of the Add Personal Emergency Address box.

  • Set Audio Settings for Zoom Phone

    When you first use Zoom phone via the desktop client, you may notice that your new headset is not yet configured to be used with Zoom. Here’s how to properly set up Zoom to work with your headset.

    • Open the Zoom desktop app.
    • Click the profile button on the top-right button, shown below, then click Settings.
    A red one with arrow is pointing to the profile in the upper right corner. A red 2 with arrow is pointing to Settings.
    • Click Audio on the left-hand menu, then select the name of your USB headset via the circled dropdown. 
      • This top dropdown changes the source of incoming audio on calls—the people you will hear. You can use the Output Level and Output Volume to adjust the volume of the call on your side.
    NOTE: Not sure which one to use?
    You can click on Test Speaker to see if you can hear a test tone on the selected audio device!
    • Select the name of your USB headset via the circled dropdown. 
      • This bottom dropdown changes the source of outgoing audio on calls—how people will hear you. 
      • You can use the Input Level and Input Volume to adjust the volume of the call on your side.
    NOTE: Not sure which one to use? 
    You can click Test Mic to make a short recording that will be played back to you, ensuring that the audio device works.
    • Close the window when you are done. 
    Screenshot of the Zoom Audio settings. A red 3 and oval are around the speaker option. A red 4 and oval are around the microphone option.

    Set Up Secondary Speaker

    Follow these steps if you want to hear an incoming call ring through non-headset speakers.

    • Open the Zoom desktop app and click the Profile in the upper right corner. Then click Settings, then Audio.
    • Click the box for Use separate audio device to play ringtone simultaneously to choose a different speaker. 
    • Use the drop down menu that appears to select a secondary speaker.
    • Click and drag the Output Volume bar to your preferred volume.
    Screenshot of speaker settings with red circle around the box for Use separate audio device to play ringtone simultaneously. A red line is under the selected speaker.

  • Receive and Make Calls

    Receive a Call

    1. When someone calls you, a pop up window will appear with the name and number.
    2. Click the blue Accept button to start the call or click the red Decline button to send it to voicemail.
    3. At the end of the call, click the red hang-up button.
    Incoming calls for main lines
    Some departments have multiple people answer incoming calls for their main line. If the incoming call box disappears before you answer, it means that someone else picked up the call first.

         

    Mainline vs Individual Line
    If you manage both a department mainline and an individual line, you can tell who the incoming call is for by looking at the call notification on the app. It will specify if the call is for the mainline or your individual extension.

    Make a Phone Call

    1. In the Zoom app, click or tap the Phone icon.
    2. Use the number pad to dial an extension or 10-digit external number. You can also type in the name of a WPI department, faculty, or staff above the dial pad.
      • To dial by name on a mobile app, click the person icon to the left of the blue phone icon. Then enter the office or person you want to reach.
    3. Click or tap the blue phone icon to connect the call.
    4. At the end of the call, click the red hang-up button.
    From the Phone tab in the Zoom desktop client, enter the name or phone number of the person you are trying to call.

          

    On the mobile app, tap the person icon to dial by name.

    Screenshot of the Zoom mobile app with a red box around the person icon to tap in order to dial by name.

  • Speakerphone

    Prerequisite: You have previously followed the directions in the Set Audio Settings for Zoom Phone section earlier in this article to ensure the sound will play on your computer or preferred speaker.

    To use Zoom Phone like a speakerphone:

    • Open the Zoom desktop app and click the Phone icon.
    Screenshot of the top of the Zoom app with a red box around the Phone icon.
    • Type or dial the number and click the blue and white phone button to start the call.
    Screenshot of the Zoom phone app. A red 1 and box are around the line to enter the number. A red 2 and box are around the blue and white phone button that starts the call.
    • You will hear the sound and use the mic on the device(s) you designated when you went through the Set Audio Settings for Zoom Phone process.

  • Customize Outbound Caller ID

    Caller ID is the phone system feature that allows the person you're calling to see your number. 

    Start by navigating to the Phone tab in Zoom's desktop or mobile app. Click Caller ID, which is below the dial pad. 

    You may choose from these Zoom Phone display options for Caller ID.

    • Your own extension: 508-831-xxxx  
    • The WPI main line: 508-831-5000
    • Numbers for call queues that you are a member of: For example, if you are a member of the group set to answer your department’s main line, that number may be displayed as your outbound caller ID.
    • Hide Caller ID: The recipient will see “unknown” rather than a number.
    Caller ID within WPI
    Physical phones do not show the departmental main line when making internal calls. The internal caller ID shows the extension assigned to the phone.

  • Set up Your Voicemail Greeting
    Note
    The first time you access your Zoom Phone information on a web browser you will need to click the blue Setup button and follow set up prompts, such as create a PIN.
    1. Sign in to the WPI Zoom web portal using the link in Actions.
    2. From the navigation menu, click Phone > Settings.
    3. If this is the first time you are accessing your Zoom Phone settings, establish your voicemail PIN.
    4. From Phone > Settings, scroll down to Call Handling.
    5. Below Greeting, click Edit > Add Audio.
    6. You can use a computer-generated voicemail by typing in a custom greeting, you can upload an mp3 or wav file, or you can record your own audio greeting directly into the portal.
    From the WPI Zoom web portal, navigate to Phone > Settings> Call Handling  to set up your voicemail greeting.

  • Listen to and Delete Voicemails

       Listen to Voicemail

    1. In the Zoom desktop client or mobile app, navigate to the Phone tab.
    2. Click or tap Voicemail.
    3. Click or tap the voicemail you want to listen to.

    Delete Voicemail

    1. Click the Phone icon.
    2. Click the Voicemail tab.
    3. Click the related actions ...
    4. Click Delete near the end of the menu.
    Screenshot of the Zoom phone app with red boxes and numbers by the items to click to delete a voicemail.

  • Send SMS Messages

    The ability to send SMS/text messages through Zoom Phone is a feature that will be available in the future. When you first transition to Zoom Phone you will only be able to make and receive calls.

    Formatted Text and SMS
    Remember that SMS can only support plain text and emojis. You are not able to use rich-text formatting such as colored fonts, bulleted lists, or bolded/underlined/italicized text.
    1. In the Zoom desktop client or mobile app, navigate to the Phone tab.
    2. Click or tap SMS.
    3. Click or tap the pencil icon.
    4. Enter the phone number of the recipient.
    5. In the bottom section, enter your text message. 
    6. Press Enter to send your message.
    From the Phone tab in the Zoom desktop client, navigate to SMS and enter the phone number and message of the person(s) you want to text.  
    Reply STOP to Opt Out Message
    All Zoom Phone SMS messages to non-WPI numbers will automatically have "reply STOP to opt out" at the end of the message. Unfortunately this setting cannot be changed.

  • Transfer a Call
    1. While in an active call, click or tap Transfer.
    2. Type the name or number of the person you want to transfer the call to.

  • When to Contact the Service Desk
    • Your team's cutover to Zoom Phone has occurred. You have restarted your Zoom app and you do not have the phone icon in your Zoom account.
    • You are working on campus and experiencing poor call quality. Please provide the Service Desk with the building and room number.
    • You are working remotely and experiencing poor call quality. Please contact the internet provider for that location. If that doesn't solve the issue, then contact the Service Desk.
    • You have confirmed that your device has a strong internet connection, but there is an issue with making or receiving calls.
    • Changes need to be made to your department's auto receptionist or call flows.
    • There is an issue with the headset or desk phone you received from the IT department.

          

    The Get Support section at the bottom of this page has all the ways you can contact the Service Desk.