Below is a list of potential and frequently asked questions about our transition from Avaya to Zoom phones. If you have additional questions, please email support, and we will respond as soon as possible.
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Zoom Phone Administration
How do we request a new Zoom phone for a new employee?
Requesting a new phone will follow a process similar to the current system, utilizing a standard request through the ticketing system, or emailing support@svsu.edu.
How much does each Zoom phone line cost?
We are working to centralize all phone budgeting soon to simplify the processes and provide net savings to departments. Additionally there will be no charge for the initial equipment (headset or desk phone).
When will Zoom phones roll out?
We are anticipating rolling out phones and transitioning during the summer and be completed prior to the start of the Fall semester.
Do I keep the same phone number?
Yes, at this time no phone numbers (extensions) are changing. This might change at a later date, but it will be several years from now.
Zoom Phone Calling Features
What features are available with Zoom Phone?
Features include the Zoom mobile and desktop app, call forwarding, voicemail, call recording, call delegation, call hold, meeting escalation, presence, shared lines, and more. A full list of available features can be found on the Zoom Phone Calling Features webpage: https://www.zoom.com/en/products/voip-phone/features/
Note that some features may be limited based on SVSU’s configuration.
Will I be able to make international calls?
Everyone will be able to receive international calls, but only those whose position requires this option will be able to make international calls. This will be handled on a case-by-case basis and fees may apply.
How will speed dial and favorite contacts work?
Users can star contacts in the Zoom app for quick access, similar to a speed dial function.
How will multiple lines be managed for one user?
Users can have multiple lines in the Zoom app and on physical phones. When placing a call, they can select which line to use.
How will caller ID work?
For internal calls, the name associated with the line will be displayed. External calls will show the assigned phone number. More details will be provided as the system is finalized.
Do I need to have my computer’s sound on to hear an incoming call?
Zoom allows you to designate a separate audio device for ringing so that notifications can be heard even if your main audio is muted. Calls will also trigger visual notifications on-screen.
Can I block a phone number in Zoom?
Yes, users can block unwanted numbers through the Zoom app. Detailed instructions are available in Zoom’s support documentation.
Zoom Phone Call Handling
Can I forward my calls?
Yes, Zoom allows call forwarding to another number or voicemail via the desktop and mobile apps. Physical handset functionality will vary by device.
How do call transfers work?
Call transfers can be done in multiple ways, including warm and cold transfers.
Can I set specific working hours for call availability?
Yes, business hours can be configured in Zoom to control call handling for open and closed hours.
Will Zoom recognize when I am in a meeting?
Yes, Zoom can integrate with Microsoft 365 to update your presence based on your calendar status. Calls can also be hidden during meetings.
What happens if my computer is asleep?
If your computer is asleep, it will not ring. To ensure call availability, install Zoom on a mobile device or adjust power settings.
Zoom Phone Call Routing
How will Zoom handle shared phone lines?
Lines can be assigned to individuals and delegated or set up in a call queue for multiple users. More details are available in Zoom’s documentation.
Will call tree/auto-attendant features be available?
Yes, but the setup is still being finalized. More information will be shared as configurations progress.
Zoom Phone Devices & Compatibility
Will my phone number change?
No, your existing SVSU phone number will remain the same.
Will physical desk phones be replaced?
That’s up to you. We are asking for you to complete a survey to let us know if you are interested in a desk phone or interested in using a soft phone option. Based on the results of the survey, we will order the appropriate hardware according to your needs.
What will happen to old phones?
The old phones will not work with the new system. Please make sure that any phones you may be using or holding on to are returned when they are collected. IT will be recycling the phones all together.
Can I still use a physical handset or headset?
Equipment is still being finalized, but either a headset or desk phone will be provided based on the survey you filled out.
Can Avaya phones be used with Zoom?
No, Avaya phones will not be compatible with Zoom Phone.
Will Zoom Phone work on Chromebooks?
Yes, a Chrome Web App is available for use on Chromebooks.
Can I use my SVSU Zoom phone number on my personal cell phone?
Yes, installing the Zoom mobile app allows inbound and outbound calls using your SVSU Zoom phone number.
What if I have trouble using Zoom while traveling?
Zoom should work on most networks, but some locations may have restrictions. Using a VPN or mobile hotspot may help resolve connectivity issues.
Zoom Phone 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, IT Services is evaluating alternative solutions
Zoom Phone Safety & Compliance
How is life safety being addressed?
Emergency “Blue Light” phones operate on a separate system and will remain unchanged. Zoom Phone will comply with all E911 regulations, including location prompts for off-campus users.
What is happening to under-desk emergency buttons?
Under-desk emergency buttons operate independently from existing phones and will not be affected by the transition.
How will emergency calls work?
Dialing 911 will connect to the appropriate emergency dispatch center based on location detection within Zoom. If the caller is off-campus, their registered address will be used. If Zoom is unable to determine a location, the call will be routed to a call center that determines the appropriate dispatch location.
Will my emergency call go to SVSU Public Safety?
Call routing for Public Safety will remain the same.
Will phones still be associated with physical locations?
Phones designated as “Common Area” devices, such as front desk phones, will have assigned locations. Individual phone lines will not have assigned locations by default. For emergency purposes, users will set a default location in their Zoom profile and will be prompted to update their address when connecting from a new off-campus location.
Shared & Common-Use Phones
How will shared-use (common area) phones function?
Phones classified as “Common Area” devices, such as front desk phones used by multiple people, will have location-based licenses and operate like standard phone lines.
Zoom Phone Voicemail
What will happen to old or saved voicemail messages?
Existing voicemails will not be transferred to Zoom Phone.
Will voicemail messages be forwarded to email?
Zoom Phone supports voicemail-to-email functionality and an additional feature of transcription of emails to text.
What happens if I forget my Voicemail passcode?
Zoom Phone will allow end users to reset their own passcode to access voicemail.
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