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Technology Services

Using Zoom Phone

User Training

This page contains highlights of using Zoom Phone.  To view the full Fresno State Training, click here

Watch this short video for an overview of Zoom Phone and it's features.

Beginning mid to late October, Fresno State will begin migrating away from our current Avaya phone system to Zoom Phone!  

Join join us for a 1 hour training on how to get up and running with all of the enhanced features offered by this new phone system.

Training Sessions: (in person)

Training Sessions: (zoom links)

Q&A Sessions: (zoom links)

Previous Q & A Sessions:

  • August, 30, 2022 / 11:00 - 12:00 PM PST
  • September 6, 2022 / 3:30 - 4:30 PM PST

Training Recordings:(recording links)

Using Zoom Phone

Please visit Getting Started with Zoom Phone for a complete training for new Zoom Phone users.

Place or receive phone calls with the Zoom app on your desktop/laptop, or on your smartphone/tablet.

  • In the app, be sure you are using your Fresno State Zoom account.
    • If you're unsure, it is recommended that you click Sign Out.
    • Log in to fresnostate.zoom.us and use the Sign In with SSO option

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., 278-1234, with your area code already designated as 559).

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).

Using the Zoom Phone Mobile App

(This viideo covers how to download, install and use Zoom Phone on mobile devices)

In-call controls

While in a call, you can:

  • Access in-call controls like Hold, Record, and Transfer.
  • Start a Zoom Meeting with the other person on the call.
  • Use Hold to call flip—switch the device you are using for the call (e.g., change from desktop app to cell phone app, or vice versa).

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.

Voicemail

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.

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 externally will show your Fresno State phone number. Your name appearance will show with the name used in the Zoom account profile. 

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 (this option not available in all areas).