Zoom PHONE hOW-tO gUIDE

Table of Contents

Making a Call

1. Sign in to the Zoom desktop client or mobile app.

2. Click the Phone tab.

3. Call a number using one of the methods below.
Note: Dialing 9 is not required to make off-campus calls.

Number pad: Dial a number using the on-screen or keyboard number pad, then click the phone icon.
Copy and paste: Copy and paste a number into the text field, then click the phone icon.
Search contacts: Type a name or number above the dial pad to search through your internal and synced contacts. Click a search result to make a call. If the contact has several phone numbers, click the right arrow icon to view and select the number to call.

4. Click the blue phone icon.

Receiving a Call

Sign in to the Zoom desktop client or mobile app.
During an incoming call, Zoom Phone will display a call notification to help you identify the caller. Note: You will not receive call notifications if you manually set your status to Do not disturb.
Click one of these options depending on the call notification you get:
- Accept: Answer the call.
- Decline: Route the caller to your voicemail or disconnect the call depending on your settings (look for the drop-down menu called When not answered, calls will be).
- Close icon (×): Ignore the call notification. The call will continue to ring on other devices (Zoom mobile app or desk phone).
If you are currently on a call, you will see these options in the call notification:
- Hold & Accept: Place the current call on hold and answer the incoming call. You can use the call controls to switch between or merge them into a three-way call.
- Send to Voicemail: Continue the current call and send the incoming call to your voicemail.
- End & Accept: End the current call and answer the incoming call.

Forward Calls

Simple call forwarding can be set up in the Zoom desktop app. Follow the instructions below to forward calls:

Sign in to the Zoom desktop client or mobile app.
Click on your Profile photo icon.
Click on Forward Calls in the drop-down list.
The Set Up Call Forwarding box opens.
Choose where to forward your calls: Name or Number or Voicemail/ Videomail.
If choosing Name or Number, search for the appropriate Forwarding Contact. This number must be in your Zoom Contacts.
Select the desired Time Limit: 15 minutes, 30 minutes, 1 hour, 2 hours, or Always.
If forwarding to a Name or Number, turn off the toggle "Require to press 1 before connecting the call" and click the acknowledgment checkbox.
Click Save.

Transferring calls

How to transfer a call using the desktop app

Sign in to the Zoom desktop app.
Click Phone.
Follow the instructions to making a call.
During a call, click Transfer.
Follow one of these steps to locate or dial a phone number to transfer to:
- Number pad: Dial a number to transfer to.
- Search contacts: Enter a name to search your internal contacts.
Click the blue transfer button and select a transfer method.
If you selected Warm Transfer, the current call will be placed on hold while you connect to the dialed number. Click Complete Transfer to transfer the call and hang up your phone. You can use most in-call controls before completing the transfer. Click Cancel Transfer if you want to cancel the warm transfer and return to the original call.

How to transfer a call using YOUR DESK Phone

While in a call, press Transfer or the transfer button.
Choose a transfer method:
Consultative transfer (also known as warm transfer): Place the call on hold while you complete the transfer. This option is helpful if you need to navigate an automated answering machine for the caller or if you want to speak to the receiving party before your call is transferred.
- Blind transfer (default): Immediately transfer the call and hang up.
Dial or select the number you want to transfer to. To transfer to an internal Zoom Phone user, dial their extension number.
Complete the transfer:
- Blind transfer: Tap the phone icon.
- Consultative transfer: Press Transfer.

How to transfer a call using the mobile app (optional)

Sign in to the Zoom Mobile App.
Tap Phone.
Follow the instructions to making a call.
During a call, click Transfer.
Dial a number or tap the contact icon to search your starred, internal, external, phone contacts. Tap on a contact to call them.
Tap the blue transfer button and select a transfer method:
If you selected Warm Transfer, the current call will be placed on hold while you connect to the dialed number. Tap Complete Transfer to transfer the call and hang up your phone. You can use most in-call controls before completing the transfer. Tap Cancel Transfer if you want to cancel the warm transfer and return to the original call.

In-Call Tools & Features

Mute/Unmute: Mute or unmute your mic.
Keypad: Display a dial pad to enter numbers during the call. For example, entering an extension number. To see in-call controls click <-Hide keypad in the upper left corner.
Audio: Open audio settings and change the volume of your speaker or mic.
Add Call: Display options to add a call as a separate call or add to the current call.
Hold/Unhold: Place the call on hold or resume the call. The receiving party will hear default music while they're on hold.

Transfer: Transfer the call to another number or to voicemail.

Meet: If you make a call using Zoom Phone, you can easily convert or elevate the phone call to a Zoom meeting.
Park: Park the call for another phone user to pick it up.
More .... : The following controls can be accessed by clicking the More icon.

Invite to Meeting: Invite the call participant to a meeting by using the meeting ID.
Share call details: Allows you to send the details of a call via SMS.
Minimize: Minimize the in-call controls while continuing the call so you can continue using the Zoom desktop client or mobile app.

Set Do Not Disturb

Sign in to the Zoom desktop client.
In the top-right corner, click the photo/initial icon and choose Do not disturb.
Select how long you want to have Do not disturb enabled. Choices are 20 minutes and 1, 2, 4, 8, or 24 hours and Custom. When selected, Custom will take you to the Team Chat page, where you may specify the time you want your Do Not Disturb to be set. Your phone will not ring for the duration selected.

Set Outbound Caller ID

Set your default caller ID in the Eckerd Zoom Web Portal and select Sign in. The default caller ID cannot be changed on the Zoom mobile app.

From the Eckerd Zoom Web Portal

Log in to the Eckerd Zoom Web Portal.
In the left navigation menu, select Phone.
Click the Settings tab.
In the Outbound Caller ID section, click the drop-down arrow.
Select the number you want to display when making an outgoing call.
Click Save.

From your Zoom Desktop App

Open the Zoom app on your desktop.
Select the Phone tab.
On the number pad, click the drop-down arrow.
Select the number you want to display when making an outgoing call.

Call Blocking

This section covers how to block a call and how to manage blocked calls.

Blocking a Number

Open the Zoom app and select the Phone icon.
Right-click the inbound number or place the cursor over the date/time stamp and select the three ellipses (more).
Move the cursor over Block Number.
Select Other Reason.
Click Block.

Managing Blocked Numbers

Log in to the Eckerd Zoom Web Portal.
In the left navigation menu, select Phone.
Click the Settings tab.
Scroll down to the Others setting section and locate Blocked List.
Select Manage Blocked List.
Clicking Add next to Blocked Prefixes will allow you to enter a specific country and area code to block.
Clicking Add next to Blocked Numbers will allow you to enter a specific phone number to block.
Clicking the X next to any number in the Blocked Numbers list will remove that number from the list so you can receive calls from that number again. You will be asked to confirm the deletion by clicking Delete.

Zoom Phone Voicemail

Voicemail Setup

NOTES:

This task is handled in the Eckerd Zoom Web Portal. However, Video Greeting messages can be recorded in the Zoom desktop client.
You can have a different voicemail audio file for any situation.
The Call Handling section of Settings allows you to set Business Hours, Closed Hours, and Holiday Hours. If you choose to set business hours, you can set up a voicemail greeting in three sections: Business Hours, Closed Hours, and Holiday Hours. If you do not set business hours, you can set up a voicemail greeting in Business Hours and Holiday Hours only. The instructions below are the same for any of the three situations.
If you do not add a personalized greeting, a default greeting will play.

1. From the left navigation menu of the Eckerd Zoom web portal, select Phone.

2. Click the Settings tab.

3. In the Call Handling section, click Edit in the Greeting and Leave voicemail instruction area for Business, Closed, or Holiday Hours.

4. Click Add Audio. You have two choices:

1. Text to Speech - Allows you to convert text to speech if you want a quick and easy method to generate audio.
2. Record by Computer - This option allows you to record custom audio directly in the Eckerd Zoom Web Portal. You must have a functioning microphone to record.

Text to Speech

Enter the desired file name in Audio Name.
Select the language and Voice style.
Enter in your voicemail message.
Click Play to hear your message and adjust choices as needed.
When satisfied, click Add.
Click Edit again in the Greeting & Leave voicemail instruction area of Call Handling section. Then Choose from Asset Library , select the audio file to use and click Save.

Record by Computer

Enter an Asset Name.
Select a Category and Language for your audio message.
Click Record to record your message.
Click the stop button to stop recording.
Click the blue Play button to hear your recording.
If needed, click Rerecord Again to redo your message.
If satisfied with the recording, click Add.
Click Edit again in the Greeting & Leave voicemail instruction area of Call Handling section. Then Choose from Asset Library, select the audio file to use and click Save.

Accessing Voicemail on Desk Phone

Overview

Zoom desk phone Poly EDGE E220 allows you to access your voicemail messages and record your voicemail greeting. Follow the steps below to access your voicemail messages on your Poly EDGE E220 desk phone.

1. Press the Home key and toggle down to Messages.

2. Select the Message Center.

3. A new screen will show three options: Connect, Back, and Clear.

4. Hit Connect, and it will connect you to voicemail.

5. Enter your PIN code followed by (#)

Important: A default random 4-digit PIN Code is generated for you in the Eckerd Zoom Web Portal. To find or edit your PIN Code, select Phone from the left navigation menu, then either view your PIN or click Edit to set the default PIN to be whatever you'd like and then Save. You should receive an email confirmation from Zoom that you've been assigned a new PIN.

6. Two options will be available: Press 1 to listen to your messages, Press 2 to record a greeting. The greeting will be added to your Zoom Phone audio library. You can record your personalized voicemail and greeting in the Eckerd Zoom Web Portal as outlined in the Zoom Phone Voicemail Setup below.

7. Press 1 to listen to your messages.

- The system will tell you how many new and old voicemail messages you have
- The system will automatically start playing your newest voicemail messages first, then the old ones.
- The system will read the phone number first and then play the voicemail message.

8. After you've listened to a voicemail message, you can:

- Press 2 to save the message.
- Press 3 to delete the message.
- Press 4 to play the message again.
- Press 5 to skip to the following message at any time.
- Press 6 to forward the message.

Common Area Phones

ITS Telecommunications Analysts will provide a PIN Code for your Common Area phone number and instructions on how to access the voicemail once your order is processed. ITS can assign a group email to your Common Area phone number if needed. If you haven't received your PIN code, please contact the ITS Network Team to retrieve it.

Follow the steps above to access voicemail on a common area desk phone. Please note:

Common area number do not give you the option to forward the voicemail messages, you can only forward the messages from your email notification that you have received if a group email is attached to that common area phone.

Checking Your Voicemail VIA Zoom APP

1. Sign in to the Zoom desktop app or mobile app (optionally).

2. Click the Phone tab.

3. Click the Voicemail tab.

4. Locate the voicemail you want to listen to and press the Play Voicemail button.

Setting Business Hours

Customize your business hours to determine when calls will ring directly to you and when they will go to voicemail or another user.

Steps to Set Business Hours:

Sign in to the Eckerd Zoom Web Portal.
Click on Phone > Settings.
Locate Call Handling > Business Hours and click Edit.
Set the hours you are available to take calls.
Choose how calls should be handled during Business and Closed hours:
- When I'm Busy on another call
- When a call is not answered
- Greeting & Leave voicemail instruction.

7. Click Save to apply the changes.

Locating Contacts via Name and Extension

Easily find colleagues within the Zoom Phone directory using name search or extension dialing.

Searching for Contacts in the Zoom App:

Open the Zoom App and navigate to the Phone tab.
Click on Contacts or use the Search Bar.
Type the person’s name or extension.
Click their name and choose Call, Chat, or Video Meeting.

Dialing Extensions:

If you know the extension, dial it on the keypad and press Call.

start zoom when COMPUTER STARTS

Sign in to the Zoom Desktop App.
Click on your Profile photo icon.
Click on Settings.
Select General on the left tab.
Check the Start Zoom Workplace when I start Windows checkbox.

Frequently Asked Questions (FAQs)

What is Zoom Phone?

Zoom Phone is a cloud-based VoIP (Voice over Internet Protocol) phone system that allows faculty and staff to make and receive calls from anywhere using the Zoom desktop app, mobile app, or desk phone

2. Can I use Zoom Phone outside of my office?

Yes. Zoom Phone is designed for remote work. You can make and receive calls from your computer, mobile device (optionally), or desk phone if you have an internet connection.

3. Can I forward my Zoom Phone calls to another number?

Yes. You can enable Call Forwarding to redirect calls to another number or colleague.

4. What is the difference between a Softphone, Desk Phone, and Mobile App?

Softphone (Zoom Desktop App)

A software-based phone that allows you to make and receive calls from your computer (Windows/Mac) using the Zoom App.

Desk Phone

A physical phone placed on your desk, similar to traditional office phones.

5. Will my extension/number change?

No. You will have your current number once your department migrates to Zoom Phone.

6. Will I need to use my personal phone?

No. Zoom Phone can be used via desktop (softphone) or a physical desk phone. The mobile app is available as an option but is not required.

7. Can I set business hours for when I receive calls?

Yes. You can customize your business hours so that calls are only routed to you during your available times.

8. How do I find a coworker’s phone number or extension?

Use the Contacts tab in Zoom Phone or search by name/extension in the app.

9. Can I make calls from my computer without a desk phone?

Yes. The Zoom softphone lets you make and receive calls from your laptop or desktop using a headset or built-in speakers/microphone.

10. How do I block spam or unwanted calls?

You can block numbers via the Eckerd Zoom Web Portal under Phone Settings > Blocked Numbers or the Zoom app

11. Who do I contact for support?

If you need assistance, please contact ITS at 8318, itshelp@eckerd.us, or visit the Zoom Phone How-To-Guide.

12. What account should I use to log in to the Eckerd Zoom Web Portal?

From your web browser, go to eckerd.zoom.us and click Sign In. Choose Sign in with Google and ensure you use your eckerd.edu email account.

13. Is dialing "3" a requirement for external calls?

No. You may now dial the 10-digit number without using a "3."

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