Using Zoom Phone

Detailed, Step-by-Step Zoom Phone User Guide

Phone Calls

After setup, you can start making and receiving calls using Zoom Phone.

Make calls using the dial pad or search through the directory by starting to type their name. Their profile picture will also have a small icon showing their presence status (e.g., Available, or In a Zoom Meeting).

For placing external calls within US and Canada, dial the 10-digit number; you do not need to dial 1 first. If you defined your local area code in Settings, you can dial the 7-digit number (e.g., 621-1234, with your area code already designated as 520).


For incoming calls, you can accept it, or decline it. If you decline it, the caller will be sent to wherever you selected under When a Call is Not Answered in Settings (e.g., Forward to Voicemail, or Forward to Another Extension).

incoming call

Using the Zoom Phone Mobile App

Zoom Phone can be used on your mobile device.  You will need to install the Zoom app from the Apple or Google store.  Once you install the Zoom app on your device you can use Zoom Phone. 

Learn more about using Zoom Phone on your mobile device by viewing these videos:

This first video covers the following topics:
  • User Interface
  • Making A Call
  • Viewing Call History
  • Checking Voicemail
  • SMS Text Messages
  • Incoming Calls
This second video covers the following topics:
  • Accepting Calls
  • In-Call Options
  • Audio Options
  • Three-Way Calling
  • Transferring Calls
  • Elevating Call To Meeting 

In-call controls

While in a call, you can:

in call controls

Transferring Calls

Use the in-call control button with the phone-to-phone icon (Transfer) to transfer calls. You have three options when transferring calls in the Zoom app. (If you have a telephone handset, see its documentation for its capabilities.)

  • Warm transfer: Places your call on hold while you complete the transfer. This option is useful 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: Transfers the call to the number and immediately hangs up your call. If there are any phone menu prompts, the other party will have to complete them.
  • Transfer to voicemail: Transfers the call to the voicemail of a specified phone number. This transfer method might not work for all numbers. You can also transfer to voicemail by using DTMF codes (keypad codes using *).

Be aware:

  • When transferring a call, the caller ID displayed to the party receiving the transfer depends on whether they're an internal or external number.
  • If you start a call recording, the recording will end when you select a transfer option. If you select Warm Transfer, you can start the recording again to record the portion before you complete the transfer.


If you chose the voicemail option in Settings, Zoom Phone forwards all unanswered and declined inbound calls to your voicemail. You can use the Zoom desktop or mobile app or the web portal to play and manage your voicemail messages.

You will also receive an email with an attached .mp3 file. If you delete the email, the voicemail will still be in the Zoom app. If you delete the voicemail in the Zoom app and have not directly deleted the email, you will still have the message in your email.

The Zoom app, web portal, and email will also provide a transcription of the message.


Call History and Recordings

After making, receiving, or recording calls, you can check your call history and recordings on the Zoom desktop client, mobile app, or web portal.
call history

Conference Calls

While on a call, you can make it a conference call by clicking the Add Call button in the in-call controls. Search for the person's name or dial their 10-digit number. While the second call is placed, the first call is on hold. Click the Merge icon to join all three parties together.

You can have at most a 3-party call. If you need to make it a larger call, click the Meet button and make it a Zoom meeting. You can invite additional participants as you normally do in a Zoom meeting. (Participants who don't have Zoom can use the dial-in number.)


Caller ID

Calls made external to the SDSU will show SDSU. Your name appearance may be different depending on the telephone service provider used by the person you are calling.

There are multiple ways to hide your caller ID, so that the receiving party will see UNKNOWN or ANONYMOUS and no caller ID number. (This may not be effective in all countries or regions.)

  • Desktop or mobile app: Below the dial pad, click or tap the Caller ID menu to display your available caller ID numbers, then select Hide Caller ID.
  • Desk phone, or desktop or mobile app: Dial *67 before you dial a phone number, then place the call.
  • Web portal: You can use the Zoom web portal to hide your caller ID by default when using the desktop app. Under Phone > Settings, scroll down to the Outbound Caller ID drop-down menu and select Hide Caller ID.

For internal calls, your Zoom phone name appears. If you wish to change the way your name shows (e.g., if you go by your middle name or a nickname), you can change it in the SDSU Zoom web portal. Log in and navigate to go to the Profile tab.

Emergency Address

NOTE: Emergency dialing function will be tested during the pilot.

IMPORTANT—Emergency location information. SDSU will be testing 911 support with Zoom Phone on campus network locations to assist emergency responders in finding callers.

The testing will track a 911 call while on SDSU WiFi, it may show the building address or general area, not your exact location. Provide the 911 operator with more accurate location information when calling.  

Zoom will automatically detect mapped campus locations and locations you have entered under Emergency Address in Phone > Settings, such as your work from home address. (See Setting Up Zoom Phone.)

When Zoom detects that you are at a new location, you will see a small red arrow in Zoom Phone. Click to expand it to a message asking you to update your location, to have it current in case of 911 calls. Whenever you return to that location it will recognize it and not ask you again.

Emergency responders will not know your location if you are off campus, have not entered your address in Zoom Phone settings, and you call 911 from Zoom Phone.

emergency location