Zoom Phone

Frequently Asked Questions 

Getting emails asking to "Confirm Emergency Address for Your Desk Phone"  click on the Security/E911 tab for more information

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.

The caller ID will show your phone number.  If you are part of a shared line group,  you have the option to change what number you want to display.    

YES - Zoom phone comes with unlimited external calls for most users within the US and Canada. There is an addional charge for international calls.

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. You can find suggestions about equipment on our Zoom Phone Equipment page.  

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're not logged into the Zoom App, you will not receive phone calls.  

Yes. The Zoom application must be up and running in order to make and receive calls, however, calls will automatically go to voicemail if you are not logged into Zoom or your computer is not on.

YES - there will be a charge for Zoom phone.

 

Faxes using an analog line will remain the same (dedicated fax machine). 

Faxes using a Ray Morgan device are required to have a "Fax Board" installed to facilitate analog faxing.

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.

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. 

Access will be similar to what is currently in place but with enhanced features.  Training will be provided  to departments currently using ACDs. 

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 (recommendations listed here).

NO - A special headset is not required to use Zoom phone; you can use the same headset you use for Zoom meetings (recommendations listed here).

NOTE: A headset is not required to use Zoom phone, but using a headset may provide the best call experience.

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.

The record button is currently turned off for Zoom phone for Fresno State 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. 

The voicemail is stored inside the Zoom environment. 

Emergency messages sent via text to cell phones will remain the same as the current process. However, the process for IP paging to campus handsets will change. If your Zoom App is up when an emergency notification is sent, you will see a pop-up notification on your Zoom App if it is active. 

Unified Communications will be testing Nomadic 911 services with a specific focus on physical locations.  As a result, you may receive one or more emails messages during the testing period; this email will be sent from a Zoom email address. 

The email will ask you to "Confirm Emergency Address for your Desk Phone"; the email message is legitimate and is being generated as we work to test and verify Nomadic 911.  You can safely disregard these messages while testing is taking place.

The process to validate Nomadic 911 will be completed on a building by building basis.  Once the testing is completed, we will send out communication to the campus.

Have questions about Zoom Phone? Unifed Communications offers sessions to answer your questions.

Call 559-278-5223

Begining in July of 2024, Fresno State organizations using Zoom Phone will receive the first bill from Unified Communications.

Once department lines are confirmed, annual bills are determined using one of the formulas below. Final bills are sent to Accounting for processing and become due September 1, 2024. All future bills are calculated similarly and are due at the beginning of each fiscal year on July 1.  

FORMULAS: 

# of lines x $10 per month = final bill  (State)

# of lines x $15 per month = final bill  (Non-State)

 

Phone charges will be determined by the number of lines in your division using the 23/24 Zoom phone bill as a guide. Carefully review your phone extentions to ensure all lines are accurate. 

A Unified Communications ticket should be submitted for any changes on or before the 20th of the current month or the extension will be billed for the following month.

Zoom Phone Billing Change

https://fresnostate.teamdynamix.com/TDClient/1922/Portal/Requests/ServiceDet?ID=54804