Zoom Phone Project FAQs
See also Zoom Phone FAQs for information about the service.
About the Project
Why are we changing the campus phone service?
We need to modernize the campus telecommunication platform to enable flexibility and meet new communication needs. In addition, we need to replace our current system, which is over 30 years old.
Why are we moving to Zoom Phone?
Zoom was selected after an extensive RFP process.One of its major advantages is that it integrates with our existing videoconferencing.
About the Service
How will I use Zoom Phone in my day-to-day work?
The standard offering is making and receiving phone calls right in the Zoom app you already use for videoconferencing (“softphone”). You can use the Zoom app on your desktop computer, laptop, tablet, and/or smartphone.
If you have specific business needs for a handset telephone and/or a headset, you will have the opportunity to select those when the building your department is in is scheduled for migration.
Can Zoom Phone be used for work from home or other remote work scenarios?
Yes, Zoom Phone service can be utilized in off campus locations with internet service.
What are the new Zoom Phone service options?
Every faculty, staff, student worker, Emeritus, and DCC who has a University of Arizona Zoom account will get an internal extension for Phone calls (Basic account). You will be able to call anyone else at the University who has an internal extension from your Zoom app on your computer, tablet, or smartphone.
If you have a business need to call or receive calls from numbers outside the University, you will get a Licensed account for external calls and we will move your University phone number from the current phone service to Zoom Phone on your building's implementation date.
See Zoom Phone Account Types for the features available with the internal and external services.
When will this change happen?
The internal extension service rolled out July 31.
External phone numbers will be implemented department by department, starting fall 2021.
Prior to your department's implementation, the project team will work with your business manager. If you have a University phone number, you will be asked at that time to fill out a form with your phone information and requirements.
What if we hire a new employee who needs a phone?
All faculty, staff, DCCs, or emeritus joining the University after July 30: must have a University of Arizona Zoom account to get phone service. An account is created for you the first time you log in at https://arizona.zoom.us.
Internal extension: New Zoom accounts get the added Phone feature (Basic account) every Wednesday.
- If you need your Zoom Phone prior to the upcoming Wednesday, contact Telecommunications Services email@example.com.
- See The Zoom Application for information on downloading and logging into the app where you will use Phone.
University phone number: Please contact firstname.lastname@example.org. At a certain point, new phone line orders to Telecommunications Services will be fulfilled with Zoom Phone rather than the existing phone service, even if that customer’s department has not moved to Zoom yet.
How do I get started with Zoom Phone?
When your internal extension is provided, you will get an email to log in using SSO. The next time you launch your Zoom app you will see a new Phone tab added. See Setting Up Zoom Phone. To begin using it, see Using Zoom Phone.
If you will retain your external phone number and need to have a headset or a telephone on your desk, you can also request one prior to migration as part of your department's conversion to Zoom (see Zoom Phone Equipment). Current handset telephones will not work with Zoom Phone and will be collected.
How will implementations happen?
UITS will contact business managers and building managers in advance of the projected date for a department implementation.
- The departmental contact will send building staff a link to a form to fill out their individual phone information and requirements.
- The departmental contact will work with UITS to identify departmental numbers, common area phones, conference rooms, call queues, menu trrees, credit card machines, and other departmental needs.
After the department approves the final list of numbers, the implementation date will be set. UITS will deliver new equipment to the building in advance of the date and pick up old equipment afterwards. During a phone number's migration there may be a very brief interruption in phone service.
After migration, users will need to retrieve or copy any voicemail messages they want to keep from the old Unity voicemail service within 30 days. After 30 days, the Unity mailbox will go away.
Who should get a license for an external number?
Departmental numbers, either listed in the Dex Directory/published outside the University or those used within the University, will be migrated.
Individuals whose work requires them to place or receive calls external to the University, or requires them to transfer incoming or outgoing external calls, should maintain an external number.
See Specialized Telephone Requirements for options regarding more complex telephone needs. Individuals who are part of a specialized service will need a licensed number:
- a delegate for someone else’s line
- member of a shared line or call queue
- someone who gets transferred calls from an auto attendant or menu tree
What if we use Jabber?
Once your department migrates, your phone number will no longer work with Jabber. You will use the Zoom app as your softphone client rather than the Jabber app.
What if we use Amazon Connect?
Contact centers using Amazon Connect will remain on Amazon. UITS will create a Zoom Phone internal extension to transfer internal callers to the Amazon Connect call queue.
What needs to be done if I don’t keep my University phone number?
If you decide not to keep your external phone number, be sure to check your business stationery, email signature, and department webpages for any changes that need to be made. There is no need to remember or publish your internal extension number in your email signature or on a webpage. Access is only available to internal personnel, and extensions are searchable by name in the Zoom app.
Save any voicemails you wish to keep in advance of disconnect.
If you have a few regular contacts outside the University accustomed to calling you, reach out proactively to let them know the best way to reach you going forward (email, Zoom meetings, a department receptionist number, etc.).
If you have been using Jabber, delete the Jabber app.
Update your Directory Phonebook phone number.
- Log in to UAccess Employee.
- On the UA Employee Main Homepage, click on the Personal Information tile.
- Click Phone Numbers on the left.
- Recommended: Replace your University phone number with your Zoom 6-digit internal extension, and check the Preferred box.
- The UAccess system requires a preferred phone number, and you likely do not wish to publish your personal home or mobile number. The Phonebook will not recognize an internal extension as a valid phone number and will leave a blank space in your listing.
- Find your internal extension in the CallerID menu, under the keypad in Zoom Phone.
- Click Save.
- Wait 1-2 days for the change to reflect in the Phonebook