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.

The default setting on Zoom phone is set to import the directory in the Zoom profile; any contacts stored on your existing phone will not be moved to Zoom phone.

Please note: Any saved voicemails on your Avaya phone will cease to exist once we migrate to Zoom phone and will not be able to be restored.

If you have information on your Zoom profile, such as your mobile phone, that you want to keep private, please update your Zoom profile.

YES - Zoom phone comes with unlimited external calls for most users within the US and Canada. There will be a cost 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.

The Avaya phone will be removed once all campus phone numbers are migrated to Zoom phone.

The campus community will keep their same phone numbers. The intent is for business to continue as usual for the campus community.

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.

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.

YES - there will be a charge for Zoom phone; more details to come.

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

Faxes using a Ray Morgan device will change; more information coming soon.

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? Technology Services is offering March drop-in sessions to answer your questions.

Soon, we will offer weekly drop-in sessions to ensure the campus community is trained and comfortable using Zoom Phone. Stay tuned for additional information.

Faculty and staff are welcome to attend any of the sessions below.

Zoom Phone drop-in Q and A sessions - March 2023

Date: Wednesday, March 15
Time: 11 a.m. - noon
Zoom link

Date: Thursday, March 16
Time: 2 - 3:30 p.m.
Zoom link

Date: Tuesday, March 21
Time: 11 a.m. - noon
Zoom link

YES - Training opportunities will be available before your campus phone number migrates to Zoom phone. Below is a list of upcoming trainings.

In Person Training Sessions:

Wednesday, October 5th / 9:00-9:50 AM- to be held in Peters Business room 136
Friday, October 7th / 1:30- 2:30 PM- to be held in East Engineering room 191
Tuesday, October 11th / 2:00- 3:00 PM- to be held in Kremen School of Education & Human Development room 390
Thursday, October 13th / 9:00-10:00 AM- to be held in the Library room 3212

Virtual Training Sessions:

September 28, 2022 / 10:00 - 11:00 AM PST- Zoom Link
September 29, 2022 / 9:00 - 10:00 AM PST - Zoom Link
October 5, 2022 / 2:00 - 3:00 PM PST - Zoom Link
October 12, 2022 / 3:00 - 4:00 PM PST - Zoom Link

You can access additional Zoom training on Zoom Learning for a listing of all things related to Zoom including 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

Will I be required to use my personal cell phone when we switch to Zoom Phone?

What will caller ID look like after the move is complete? Will numbers still come up as 559.278.0000 or will Zoom Phone show specific extensions when calling off campus numbers?

Will existing phone contacts or saved voice mail messages be moved to Zoom Phone?

Will we have a license to make external calls?

Will there be an actual Zoom device and if so, what will it look like?

Will users have a separate Zoom number or will their desk/office number become their Zoom phone number?

If the Zoom app isn't up and running does it automatically go to voicemail?

Must Zoom be up and running on our computers to have a Zoom Phone work?

Will departments receive a bill for Zoom Phone similar to what we currently get from AT&T?

Will Zoom manage FAX services?

What will happen to current ACD or Phone Trees?

Will there be phone tree support? I see there is built-in multi-line support but can multiple people share a single line?

Are staff assigned login codes similar to the current ACD setup?

Will Departments need to purchase new phones for all the staff?

Will users be required to purchase a special headset to use Zoom Phone?

Security and emergencies: do we have details on particular emergency calls to 911?

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

Where will voicemail be stored?

How will emergency notifications be handled? Currently, emergencies are set up to send notifications to campus desk phones. Will this process change?

E911 Testing (Emails Requesting Confirmation of Address on Desk Phone)

Drop-In Sessions

Will training be available to instruct users on the options available to them?