Zoom Phone FAQ


1. New Zoom Phone installations are currently only an option for Teleworkers and Telework groups that need a
mobile option (texting, call groups, call centers, etc.) OR as an alternative to Orphaned phone lines that need to
migrate to a "paid for" service.

2. The intent is to use softphone only, not deskphones, in this current phase of Zoom Phone deployment. If you
can’t function without a deskphone at the present time, then Zoom Phone may not be the right option for you. If
there is a campus-wide deployment in the future, then deskphone will be an option.

3. This current phase of Zoom Phone deployment only includes dialing within the United States and Canada. If you need dialing to countries other than the USA or Canada (such as Mexico), then Zoom Phone is not available to you at this time.



Q:  What is required to use Zoom Phone?

  1. An SDSUid Zoom account
  2. The Zoom app (local application, not a web browser)
  3. An Internet connection

Q:  Are there costs for activating new lines of service?
A:  Cost will be established after the Pilot is complete.

Q:  Is there any charge for voicemail?
A:  No. Zoom Phone includes voicemail service, including email and transcription of messages, at no charge.


Q:  Can I delegate my Zoom Phone number to someone else?
A:  See Delegating Your Phone.

Q:  Can I forward my Zoom Phone number to another number?
A:  You can delegate your phone number to another University phone number.  Zoom Phone does not have forwarding of your work phone to a phone outside the University.

Q:  Can I change my ringtone?
A:  The Zoom app comes pre-loaded with several built-in ringtone options. In the Zoom desktop app, click your profile picture then click Settings.  Click the Audio tab.  Click the Ringtones drop-down menu.  You can preview all the various ringtones and select one in the dropdown.

Q:  Can I get Zoom to ring on multiple speakers (i.e., headset and external speakers)?
A:  Yes. In the Zoom app, click your profile picture then click Settings.  Click the Audio tab.  Under Speaker, check the box “Use separate audio device to play ringtone simultaneously.”

Q:  Do handset telephones have the same functionality as the softphone application (Zoom app)?
A:  Full functionality is provided with the softphone application; many features are limited with handsets.

Q:  Can I transfer Zoom Phone calls to another number?
A:  Yes, using the Zoom app you can do warm transfers, blind transfers, and transfers to voicemail. See Transferring Calls.

Q:  If I’m in a Zoom Phone call, can I switch to a Zoom Meeting?
A:  Yes. Just click the video camera icon (Meet) on the bottom row of in-call control buttons.  See Zoom’s Elevating or Inviting a Phone Call to a Zoom Meeting.

Q:  If I’m in a Zoom Phone call, can I change between being on a handset telephone, computer, smartphone, etc.?
A:  Yes, this is called call flipping.  Place your call on hold and pick it up on your other device.  See Zoom’s Using Call Flip.

Q:  How does Caller ID work, and can I suppress it?
A:  Calls made external to the University will show SDSU, although your appearance in Caller ID depends upon the phone service used by the person you are calling.  See Caller ID for more and ways to change or suppress it.

Q:  I have an external number. How do I make long-distance calls?
A:  For all US and Canada phone calls, dial the 10-digit number.  You do not need to dial 1 first.

Q:  What if I only have an internal extension and need to call a department on campus, not an individual’s extension?
A:  If the department is assigned a number in Zoom Phone, it will include an internal extension and you will be able to call that number.

Q:  Can I turn off notifications of incoming calls?
A:  Yes. In Phone > Settings, you can set your work hours so that calls after your regular hours go to voicemail.  You can also set your status to Away or Do Not Disturb to temporarily route calls to voicemail and avoid interruptions. These are located in the Zoom app, under your profile picture.

Q:  Can I move an in-process call between Zoom on Wi-Fi to my cell phone carrier?
A:  If you are on a call in the Zoom app on your smartphone and are having difficulty with Wi-Fi, you can switch to your phone carrier. See Zoom’s Switching a Call to Your Phone Carrier.

Q:  Can I be signed in to the Zoom app on more than one device?
A:  Yes, you can be signed in to Zoom on a computer, a smartphone, and a tablet (and a handset telephone) at the same time. But one of each—not, for example, two computers at the same time. However, if you leave yourself signed in on your work desktop computer and need to sign on a laptop, Zoom will automatically sign you out of the work desktop.

Q:  What if my computer is off or I do not have my Zoom app open or logged in?
A:  You can change in Settings what happens to unanswered calls. The default is voicemail. (Other options are disconnect, play a message and disconnect, or transfer to another user.) If someone leaves a voicemail, you will get it in email and also see it in the Zoom app the next time you are logged in. You will also see all missed calls the next time you are logged in to the Zoom app.

Q:  Will I be required to use my personal cell phone when we switch to Zoom Phone?
A:  NO -- Users will not be required to use their personal cell phones. This option is available and may be convenient to have but it is optional. Keep in mind that if you choose to use your cell phone, it will use your data plan.

Q:  What will caller ID look like after the move is complete?  Will numbers still come up as 619-594-xxxx or will Zoom Phone show the specific extensions when calling off campus numbers?
A:  There will be no change on the caller ID; it will show (619) 594-xxxx.

Q:  Will we have a license to make external calls?
A:  YES - Zoom phone comes with unlimited external calls for most users within the US and Canada.  There will be a cost for international calls (initiated by ITNI and Zoom on a user-by-user basis).

Q:  Will there be an actual Zoom device and if so, what will it look like?
A:  The intent is to use the Zoom Software Client for phone functionality, which is the same Zoom client being used for Zoom meetings.  Where required, a desk phone may be purchased separately by department/college for use.  The Mitel phone will be removed once all campus phone numbers are migrated to Zoom phone.

Q:  Will users have a separate Zoom number or will their desk/office number become their Zoom phone number?
A:  The campus community will keep their same phone numbers. The intent is for business to continue as usual for the campus community. 

Q:  If the Zoom app isn’t up and running does it automatically go to voicemail?
A:  YES - Messages will go to voicemail and be sent to your email address with transcription and audio recording.  Standard practice is to launch the Zoom App at the beginning of your workday; if you are not logged into the Zoom App, you will not receive phone calls.

Q:  Must Zoom be up and running on our computers to have a Zoom Phone work?
A:  The Zoom App must be up and running in order to make and receive calls, however, calls will automatically go to voicemail if your computer is not on.

Q:  Are there resources to help manage spam and robocalls received on my Zoom Phone number?
A:  Yes.  Zoom Phone has a User Guide for handling spam issues here.  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.


Q:  What will happen to current ACD or Phone Trees?
A:  Anyone currently using an ACD or phone trees will have their information transferred to what Zoom calls a Call Queue or an Auto Receptionist.  Training will be provided in advance of the migration date.

Q:  Will there be phone tree support?  I see there is a built-in multi-line support but can multiple people share a single line?
A:  YES - Zoom phone supports multiple lines, shared lines, etc.  If you have a phone tree or multiple lines, you'll be contacted before the migration date. 


Q:  Will departments need to purchase new phones for all the staff?
A:  The Zoom phone App can be used on a desktop or mobile device without requiring additional equipment. However, if you want a desk phone, each Department / College will have the option to purchase a desk phone.  Please refer to our Zoom Phone Equipment page for more information.

Q:  Will users be required to purchase a special headset to use Zoom Phone?
A:  A special headset is NOT required to use Zoom phone on devices with built-in microphones and speakers; you can use the same headset you use for Zoom meetings.  However, using a headset may provide the best phone call experience for you.  Please refer to our Zoom Phone Equipment page for more information.


Q:  Can I call 911 with Zoom Phone?
A:  During the pilot we will be testing the 911 functionality. See Emergency Address for important information on whether emergency responders will accurately know your location. 

Q:  Security and emergencies:  do we have details on particular emergency calls to 911?
A:  For e911 responders to identify user location when called from the Zoom phone desktop application, users must enable "Location Permission" on their Zoom phone devices.  This setting allows the 911 emergency responders to dispatch emergency personnel to the location that called 911. By enabling the "Location Permission", the Zoom application will map users' location when they use Zoom phone to dial 911.

Q:  What about the record button in Zoom?  Will participants be notified that they are being recorded?
A:  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.

Q:  Where will voicemail be stored?
A:  The voicemail is stored inside the Zoom environment. 


Q:  Will training be available to instruct users on the options available to them?
A:  YES - Training opportunities are available before and after your campus phone number migrates to Zoom phone.  Zoom has a website dedicated to learning; you can access Zoom Learning for a listing of all things related to Zoom including Zoom Phone.