Body
Overview
This FAQ document provides answers to common questions for end users preparing for the transition to Zoom Phone. Additional details and unique scenarios will be addressed as Technology Solutions works with each department. If your question isn’t answered here, please reach out via https://it.uic.edu/zoom-phone-feedback.
Table of Contents
Call Features
What features will be available with Zoom phones?
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.
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 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 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.
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.
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.
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.
How do I enable nomadic emergency service / Enhanced 911 (E911) on Mac or Windows?
Nomadic emergency services provide the ability to dynamically detect and report phone users' location for emergency calling.
An Enhanced 911 (E911) address is used to direct Emergency Services to the proper location when a 911 call is placed. The physical address associated with the Zoom Phone user must be accurate to ensure a timely response in the event of an emergency.
See this Zoom Support Article for more information.
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