Overview
This FAQ document covers general questions about the transition to Zoom Phone. Specific use cases will be handled on a case-by-case basis as Technology Solutions engages with each department. If you have questions not answered here, please submit them at https://it.uic.edu/zoom-phone-feedback.
Table of Contents
Administration
Call Features
Call Handling
Call Routing
Conference Rooms/Phones
Devices & Compatibility
Faxing
Reliability
Safety & Compliance
Shared & Common-Use Phones
Training Resources
Video/Call Recording
Voicemail
Administration
If we hire a new employee, how will we request a new Zoom phone for them?
Requesting new phones will be very similar to the way it works now, with a standard request form via the UIC Help Center.
How can we assign Zoom phones to student workers?
Depending on the use case, there are a few ways to make Zoom work well for a student worker. For longer-term use, a student can be assigned an account and number normally, or if students are expected only to need access to a number for a brief period, a number that is owned by a faculty or staff member can be delegated to a student.
For cases where a number of students all need access to the same number, creating a queue for that number and then adding the students as users of that queue allow for flexibility. Devices can be added to a space and assigned the queue number for shared space phones like labs and front desks.
What capabilities will department Phonebook Contacts and IT Liaisons have with Zoom Phones?
Our intent is to provide distributed administration capabilities to departmental contacts so that they can control certain call handling features. We are working with our implementation partner to structure the Zoom Phone platform with this goal in mind. More information will be available in the coming months as the platform configuration process progresses.
How much will it cost for each Zoom phone line?
Telephony service is part of the Basic Bundle of services covered by the Technology Solutions Rate & Funding Model, and the cost model is not expected to change as part of the transition to Zoom Phone. Licensing costs may apply in some situations, such as for student employees, however we are currently working through the details surrounding various use cases, and more information will be provided at a later date.
When will my department have solutions to our specific needs?
Tech Solutions will meet with the IT leadership in each unit individually to discuss needs before transitioning to Zoom phones. Most departments will be transitioned in 2024-25.
Can we volunteer our unit to convert to Zoom Phone?
Departments are able to note their interest, and we will balance these requests against the broader needs of the overall transition project. Please visit it.uic.edu/zoom-phone-feedback to submit your interest.
If you are the IT support person for a department you can request early access for yourself for Zoom in order to prepare supporting your unit and to provide feedback about the service before your unit is transitioned. Please submit your request using the Zoom Phone Transition Feedback/Questions and mention "IT Community early access" in the Subject. Our project team will connect with you to keep you informed on opportunities for early access when available.
How can I prepare for my department’s transition to Zoom?
It is important to verify the accuracy of the current phones assigned to your department. Your unit business manager can use the Bill Access link to get a current listing of active phone lines.
If there are phone lines that are no longer needed, a request to Remove a Telephone can be submitted here: Telephones and Voicemail.
Calling Features
What features will be available with Zoom phone?
Features include the Zoom mobile and desktop app, desk phone support, call transfer, call forwarding, voicemail, call recording, call blocking, call delegation, call hold, elevate to meeting, listen (monitor), presence, shared lines, and more! You can find more information on the Zoom Phone Calling Features webpage. Please note that not every feature listed will be made available in UIC’s environment.
Are there any features in the current voice solution that will not be available with Zoom Phone?
As part of the transition to Zoom Phone and to support the university’s sustainability mission, physical desk phones will no longer be included by default. The full suite of features are available via the softphone solution in the desktop and mobile apps. Existing 2-digit intercom extension calling will no longer be supported. Existing call tree/auto-attendant systems will be replaced through the course of the transition effort.
Is texting/SMS supported?
Zoom Phone does have this capability, but we are currently reviewing how to best configure the UIC environment to provide a sustainable balance of features and flexibility. More information will be available in the coming months as we progress through the configuration process.
Will I be able to make international calls from my Zoom phone?
Zoom Phone does have this capability, but we are currently reviewing how best to configure the UIC environment to provide a sustainable balance of features and flexibility. More information will be available in the coming months as we progress through the configuration process.
Currently, I can call a person in a group with a two-digit number, how will this be replaced?
Small intercom systems will not be mirrored in the Zoom infrastructure. Searching by contact name and starring contacts for quick access provides a similarly quick connection to small groups of individuals.
How can I set up “speed dial” or favorite contacts on a Zoom phone?
The Zoom app allows individuals to “star” contacts and create a saved contact from any number in the individual’s call history. Starred contacts show up by name on the same page as the dialer for easy access.
How will Zoom handle multiple lines for one person?
Multiple lines are available in the Zoom app, and can also be assigned to physical phones. Clients can select which line they want to use when they place calls.
How will caller ID work on Zoom?
The caller ID displayed when making and receiving calls will depend on whether the call is internal to UIC or to/from an outside phone number. Generally, your phone number will be displayed on outbound calls outside of UIC, while your name (or the name associated with the phone line you use to make your call) will display for outbound calls internal to UIC. More information will be available in the coming months as we progress through the configuration process.
Call Handling
Is it possible to set call forwarding?
Yes, both the Zoom desktop app and mobile app provide an option to enable temporary call forwarding to another number or direct to voicemail. The capability to do this with a physical handset will vary by device. More information is available in Zoom’s tutorial video on call handling.
How will call transfers work?
Call transfers can be accomplished in a few ways. You can learn more with this help guide from Zoom or by watching Zoom’s tutorial video on in-call options.
Can I set work and away times that will determine whether Zoom rings or not?
Yes, clients can set their business hours on the Zoom website and specify how calls should be handled separately for open or closed hours, for example forwarding to a mobile device during open hours and sending calls directly to voicemail during closed hours. More information is available in this help guide from Zoom. More information is available in this help guide from Zoom or in Zoom’s tutorial video on call handling.
Can Zoom tell when I am in a meeting and show me as being away?
Yes, your Zoom profile can be connected to your UIC Microsoft 365 Exchange account and will then display your current calendar status. Review How do I connect Zoom with my Outlook calendar? for more information. The Zoom desktop app can also be configured to hide incoming calls during meetings.
Will I know there is an incoming call if my computer is asleep?
If your computer is asleep it will not ring. If your computer is often asleep, it might be useful to install Zoom on another device, like a mobile phone, or consider a physical phone. On Windows, it does ring through on a locked machine, so it might be appropriate to consider changing power settings to lock a machine, but increase the timeout before the machine goes to sleep.
Call Routing
How will Zoom handle one line shared by multiple people?
Lines can be assigned to one person and delegated, or assigned to a shared line group or queue that rings multiple individuals simultaneously or in sequence. More information is available from Zoom on shared line groups with the desktop/mobile apps and with physical desk phones. You can also learn more from Zoom’s tutorial video on how to set up a call queue.
What are the options for call routing with Zoom Phone?
More details on comparison of call routing capabilities can be found in this help guide from Zoom.
Can public 1-800 numbers, owned by AT&T, be maintained?
1-800 numbers will continue to work, as they currently just forward to a UIC phone number which will transition to Zoom Phone when that number is moved. Towards the end of the transition to Zoom Phone, we will be evaluating a transition for the 1-800 numbers themselves as needed, and will coordinate with the respective units at that time.
Will we have access to call tree/auto attendant features?
Zoom Phone does have this capability, but we are currently reviewing how best to configure the UIC environment to provide a sustainable balance of features and flexibility. More information will be available in the coming months as we progress through the configuration process.
Conference Rooms/Phones
How will video conference systems like Polycom be replaced?
For larger conference rooms, we recommend looking at the various Zoom Room kits, to bring together audio, video, and screen sharing. For office conferences, a speaker/microphone peripheral connected to an attendee’s laptop is generally enough to make sure everyone in the room is heard – nearly any Bluetooth speakerphone will work. Please see our response regarding device options for more details.
What if I have hybrid meetings?
Zoom Rooms are excellent for hybrid meetings, with automatic cameras that show each in-person attendee. In most cases, it is recommended that one person in the in-person room join the meeting and connect a speaker, rather than having multiple individuals in the same room connected to the meeting.
Will these be phone calls or Zoom meetings?
They will be Zoom meetings - Zoom Phone also includes the ability to move a phone conversation from a call to a meeting if you need to bring other people into the conversation. You can learn more from Zoom’s tutorial video on in-call options.
Devices & Compatibility
Will I be getting a new phone number?
No, your UIC phone number will not change.
Does this mean that physical telephones (Cisco phones, etc.) will be changing?
Yes, most physical phones will be phased out and phone service will be transitioned exclusively to Zoom Phone service. Technology Solutions will be working with each unit to provide more information and guide the transition. At this time no action is required.
What will happen to my old phone?
Technology Solutions is currently working with the Office of Sustainability to organize the most responsible and effective approach to dispose of the current handsets in use at UIC. Once you have migrated to Zoom, you will be required to hand off your old phone to your departmental IT team. Technology Solutions will gather equipment from each department’s IT teams and ensure they are properly recycled.
Will there be an option to have a physical handset and/or headset?
In cases where a physical handset and/or headset may be preferred, Zoom Phone supports a range of hardware. Technology Solutions tested several options and has curated a list of recommended devices. These devices are recommended based on their functionality, ease of provisioning and are comparable to traditional handsets.
Note: Physical handsets and headsets will be the responsibility of the department/unit to purchase via approved university vendors. You can find the above models listed at cdwg.com/techsolutions to initiate an ordering process.
Can I use my Cisco phone with Zoom?
Cisco phones will not be able to be used with Zoom Phone.
If I purchase a handset, who will provide support for it?
Technology Solutions will provide a list of recommended hardware that has gone through extensive testing, for departments that have a need for these devices. We will support the functionality of the phone line itself, but will not be providing hardware support. Hardware support will be the responsibility of the department’s IT support staff.
Will Zoom phones work on Chromebooks?
Yes, there is a Chrome Web App for Zoom on Chromebooks. Visit Configuring the Zoom for Chrome Zoom Web App.
How can I use my UIC Zoom phone number with my personal cell phone?
Individuals can install the Zoom mobile app, which integrates with iOS/Android phone calling. Inbound calls to the UIC Zoom phone number will display as coming through Zoom but will operate very similarly to a standard call to your personal cell phone number. Outbound calls using your UIC Zoom phone number can be made via the Zoom mobile app. Watch Zoom’s tutorial video on installing the mobile app or the video on using the mobile app for more information.
Do we need data jacks for phone handsets?
Generally, yes, just as you would with the current Cisco environment. Some Zoom-compatible phones are available that work over Wi-fi that Technology Solutions will be testing soon.
Faxing
How will fax lines be transitioned or replaced?
Fax lines will not be migrated until near the end of the project timeline. In the meantime, Technology Solutions is reviewing alternative solutions.
Reliability
Will network connectivity affect call quality?
Since the Zoom Phone service is a Voice-over-IP solution, similar to the current Cisco VoIP solution, it is dependent on network connectivity to make and receive calls. However, voice phone calls require much less bandwidth than video calls and realistically you should not expect call quality issues when using Zoom Phone except in extreme circumstances with very low connectivity (e.g. while using Zoom Phone on a cell phone in an area with no wifi and low cellular coverage).
Safety & Compliance
How is life safety being addressed?
Emergency “Blue Light” phones run on a separate system that will remain unchanged. Phones running on Zoom will be compliant with all E911 requirements, including prompting for locations for off-campus individuals.
What is happening to under-desk emergency buttons?
Under-desk buttons do not run on the same system as existing VoIP or Centrex phones, so they are unaffected by this transition.
How will it work when I need to make an emergency call?
Dialing 911 will reach the most appropriate dispatch location, based on address detection in Zoom, or if the caller is off-campus, the address they supplied when connecting from that location. If for some reason Zoom is unable to determine the caller’s location, the call will be routed to a call center that determines the best location to send the 911 call to, and routes it there.
Will my emergency call go to UIC police?
Legally, 911 calls must go to a Public Safety Answering Point (PSAP), which the UIC Police Department does not qualify as because they cannot dispatch fire department resources. 911 calls will go to the Chicago 911 center. However, UIC PD will be notified of all 911 calls and will also be able to join the call automatically. Dialing 55555 (or 312-355-5555) will still reach UIC Police directly. For more information on emergency calling, please visit the UIC Emergency Guide.
Will phones still be associated with physical locations?
Phones that are defined as “Common Area” phones, like front desk phones shared by a number of individuals, will have a location assigned. No locations are assigned for individuals’ phones. For life safety purposes, default locations are configured by the individual in their Zoom profile, and if they connect to Zoom from a new non-UIC location, they will be prompted to supply their current address for E911 purposes.
Note: If using the Zoom mobile app, it is important to allow the app to access your mobile device’s Location Services. Location Permission does not allow any other tracking except your location data in the event of a 911 call. This is regulated by federal law and mandated by our contract with Zoom.
Will Zoom phones be accessible? How will TTY calls be handled?
TTY phone systems will not be included in the initial transition to Zoom phones. You will retain access to your current system until we have a viable solution in place. We are researching different solutions and will provide an update once we are ready to work with those solutions.
Shared & Common-Use Phones
How will Courtesy/House Phones be addressed?
Technology Solutions is investigating hardware to replace the backend systems currently running wall phones. The capability will be maintained, in a form that is yet to be determined.
How will shared-use (common area) phones work?
Phones that are defined as “Common Area” phones, such as front desk phones shared by a number of individuals, will have a location-based license assigned and will function as a normal phone line.
Training Resources
How can I learn more about using Zoom Phone?
While additional UIC-specific documentation is prepared over the coming months, please reference Zoom’s guide to getting started with Zoom Phone or Zoom’s video tutorial playlist on YouTube.
Where can I find video tutorials to learn how to use Zoom phones?
On YouTube, there is a helpful playlist of Zoom phone tutorial videos on a variety of topics, such as call handling and using the mobile app.
Video/Call Recording
Can I video call people using Zoom phones?
Yes, as long as they’re also using the Zoom app and both callers have cameras.
Can Zoom phone calls be recorded?
Yes. As Illinois requires two-party consent to record a call, a recording will be played notifying everyone on the call when recording is turned on. You can learn more from Zoom’s tutorial video on in-call options.
Voicemail
What will happen to old or saved voicemail messages?
Saved voicemails will not be transferred to Zoom Phone. You can download saved voicemail messages from the current Unity voicemail system.
How will voicemail work in Zoom Phone?
A description of the experience is available in this help guide from Zoom. More details on managing voicemails can be found in this additional guide and Zoom’s tutorial video on call handling.
Will voicemail messages be forwarded to our email inbox?
Zoom Phone does have this capability, but we are currently reviewing how best to configure the UIC environment to provide a sustainable balance of features and flexibility. More information will be available in the coming months as we progress through the configuration process.