Frequently Asked Questions About Zoom Phone at U-M

  • General - answers about 911, international calling, WiFi and more.
  • Existing Phones and Future Desksets - answers about recycling, saving old voicemails, and future desksets.
  • Features - answers about voicemail, meetings, Do-not-disturb and other features.
  • Settings - answers about call handling/routing, blocked calls, sequential ringing, and other settings. 
  • Headsets - how to order a headset and other audio concerns.
  • Upgrade Project Transition - answers about project transitions and presentations.


Can I dial 911 from Zoom Phone?

As U-M ITS begins transitioning campus users to the new Zoom Phone service, users can dial 911 from their Zoom Phone Mobile App, Desktop App, or deskset (once available). For 911 responders to best identify user location when 911 is dialed, campus users should enable Location Permissions on their Zoom Phone devices. Learn more here.

Do I need to download the Zoom app onto my device to use Zoom phone and can I use my cell phone?

Yes. You need to have the Zoom app running on your device to use Zoom Phone.

Whether you are using the Zoom app on your computer or the Zoom app on your cell phone, calls are made using your U-M phone number and it displays as the caller ID. Using the client on your cell phone is a personal preference.

Does 5-digit dialing work?

5-digit dialing will work on all campuses.  Note: To forward calls, you need to dial a 10-digit number. 5-digit dialing does not work.

Is international calling available?

Phone lines will transition with domestic long distance, US/Canada/Mexico calling, and internal calling. For calling outside the US/Canada/Mexico, please email [email protected] to enable the service. Puerto Rico also needs to be activated by emailing. Please see  International Long-Distance Call Rates for calling rates by country.

How do I dial international calls with Zoom Phone?

To make international calls using Zoom Phone, you do not need to add a 9 or any other prefix. Simply dial the country code followed by the ten-digit phone number you wish to call. Please see Directories & Dialing for instructions. 

Note: To enable calling outside the US or Canada, please call (734) 763-2000 to enable the service.


Can I make calls with Zoom phone from outside of the US?

When traveling outside of the US, your Zoom phone will still behave as it does in the US. Any calls to the US or Canada will work as they do when in the US. If you want to make calls to countries outside the US or Canada, including countries you are visiting, you need an international calling plan. International Long Distance Call Rates apply. To enable calling outside the US or Canada, please call (734) 763-2000 to enable the service.

Note: Since each country uses a different number for local emergency calling, Zoom Phone emergency calling will not work in other countries the way it does in the US.

What should I do if my WIFI unexpectedly goes down when using Zoom phone?

The WIFI was recently upgraded on campus, so we expect to have a reliable internet connection. But if your WIFI goes down and you are using your cell phone, you can switch to cellular data on your smart device, so the Zoom app can function properly. Many buildings and areas of work have dedicated phones in areas of rescue for emergency purposes as well.

Do you have to have the Zoom App open (on desktop/laptop) in order to receive a call?

Yes, the application must be running, although it can be minimized while not in use. 

If you do not want to remember to open the Zoom application each day, you can enable it to open automatically when your computer starts up.

For Windows: Enabling Start Zoom When I Start Windows

For Mac: Right-click the Zoom app in the Dock, select Options>Open At Login.

Do we see Zoom Phone having the same network issues as Jabber softphones do today?

Since U-M VPN is not needed for Zoom Phone, these types of connectivity issues will be eliminated. However, poor network quality may cause issues with Zoom Phone, similar to Zoom Meetings, or other applications that require the internet.

Can I forward my Zoom Phone number to my cell phone number?

Yes, you can forward your calls to an external number using the Zoom web portal or the deskset. However, it may be simpler to download the Zoom app to a personal or work cell phone. Once logged in, you can answer your U-M phone calls through the Zoom Phone app on the cell phone, and the caller will not know the difference.

Note: In Zoom settings you cannot specify that your calls should be forwarded to an external number only in situations when your line is busy or when your line is not answered. Those options do not work.

Can I sign into more than one device with my Zoom Phone credentials?

You can be logged into 5 devices simultaneously with your Zoom credentials.

Will I have to be on VPN to use Zoom Phone?

VPN is not required for Zoom Phone.

Can I use Zoom Phone for Duo 2-factor authentication?

No. After your transition to Zoom Phone, DUO two-factor authentication calls to your U-M number will not work as intended.

If you use your U-M phone number as a primary method to authenticate, you will need to set up a new primary method for two-factor authentication through DUO, before your U-M phone number transition to U-M Zoom Phone takes place. The DUO mobile application on a smartphone is recommended because it has multiple authentication options, including a push notification and offline passcodes. See Options for Two-Factor Authentication for the full list of choices other than your U-M telephone number.

If you currently use your U-M phone number as a secondary method to authenticate, we recommend that you choose another method to authenticate as soon as possible to get comfortable with the new method. You can refer to this Decision Aid: Choosing a Duo Option to help decide on a new backup device.

Why is the phone option not showing in my Zoom client or mobile app after the transition?

If the phone tab is not showing in your Zoom desktop client or mobile app, you may need to sign out of the Zoom application and sign back in using SSO credentials.  Make sure you update Zoom to the latest version as well to see all features.

Where can I find out more about Zoom Phone features?

To learn more about Zoom Phone functionality in general, go to Getting Started with Zoom Phone on the Zoom Phone Support site.

Note: Some features described on the Zoom Support site are not available or implemented at U-M. For common tasks related to setting up Zoom Phone at U-M specifically, please see Zoom Phone Common Tasks.

How are meta-data and location data kept secure when using Zoom Phone?

See this documentation for details related to U-M Zoom Phone Meta-Data and Location Data Security.  

What does a department do when an individual moves to a new department or leaves the university?

The department submits a request in the Service Request System by navigating to Request or Manage Service>Phone & Data Lines>User Change-Softphone. In the comments field, they include:

  • The date the person is leaving and calls should be handled by another person in the department.
  • The date a new person is starting and will take over from another staff person (if new to U-M, the date of transition has to be after they have a uniqname and have logged into Zoom on their desktop). If the date is unknown, include that.

Note: When an individual leaves a department, the number should be assigned to another person in the department for handling until there is a replacement.

Important: If the phone number is not disassociated from a person leaving the department and they receive a new number at their new department, they can end up with two assigned numbers.


Existing Phones & Future Desksets

If I am currently using the Cisco Jabber softphone for my U-M phone number, should I uninstall it?

Yes, as we move your phone number to Zoom Phone, your existing Cisco Jabber application will no longer work. You can uninstall the application yourself, or work with MiWorkspace or your local IT to have it uninstalled.

What should be done with existing desk sets that are no longer needed?

As we move your phone number to Zoom Phone, your existing desk set will no longer work and should be removed to eliminate confusion.

Ann Arbor Campus: Disconnect your old desk phone and deliver it to your building or unit’s facility staff. Contact your local IT support or facilities staff if you have questions.

Dearborn Campus: Open a ticket with the Dearborn ITS Service Desk with a request to disconnect and remove your old desk phone.

Flint Campus: Please put a note on it saying “Out of Order.” A technician will replace your old desk set with your new one within ten days of the transition. After that, please recycle your old desk set by delivering it to one of the telephone collection boxes in the loading dock areas of Murchie Science Building or William S. White Building. Alternatively, your phone can be collected by Flint ITS as part of the headset distribution process.

For those who still want a deskset, can we repurpose the one we currently have?

No. The existing Cisco IP Phones do not have the software required to work with Zoom Phone system.

What does the Zoom phone deskset look like?

The Zoom deskset will be PolycomVVX 250. Equipment for Zoom Phone Users for a preview video and documentation.

Will saved voicemails be transitioned?

U-M Zoom Phone offers a new voicemail service. Your voicemail box will be permanently deleted one week after your service is transitioned to U-M Zoom Phone. Make sure to review, delete and/or download any existing voicemails you may need for the future (documentation links below). 

Ann Arbor Campus: Review documentation for Microsoft Exchange voicemail.

Dearborn Campus: Review documentation for Cisco Unity voicemail.

Flint Campus: Review documentation for Cisco Unity voicemail.

What happens to hardwired phones, like lab phones, with the telephone upgrade project?

Hardwired phones will still exist after the telephone upgrade project. A common area phone, such as a wall phone in a lab, will exist in its current capacity, and typically will not be converted to softphone. Softphones are commonly used for an individual person's phone number(s), and associated with a uniqname. Common area phones won't be tied to an individual. Units are currently designating phone numbers that should be transferred to softphone, while identifying numbers that serve special purposes. Units should identify lab-based emergency phones as category Classroom/Lab. Later in the project, the physical phone would be upgraded to a new model if necessary.


Will there be email notifications of voicemails?

Yes; you will receive email notifications of voicemail.

How do I setup and use my new voicemail?

Details on setting your notifications, creating your greeting, or changing your voicemail settings can be found in the Zoom Phone Voicemail document.

Is there a do-not-disturb feature for Zoom Phone?

Yes. The way you enable do not disturb depends on whether you are using the Zoom Phone desktop application or the deskset. In either case, calls are forwarded to voicemail while it is enabled.

Zoom Phone desktop application: To enable do not disturb during Zoom meetings, you can click a checkbox to "Hide incoming calls while in a Zoom meeting." Please see Zoom Phone Settings for instructions.

Zoom Phone with deskset: To enable do not disturb, press the DND soft key.

Will both Zoom Meetings and Zoom Phone work at the same time?

Yes, however, your speaking capability can only be present in one Zoom location per device. For example, you cannot use audio in a Zoom meeting and on your Zoom Phone on your desktop computer at the same time. However, if you are in a Zoom meeting on your computer, you could also use the audio in Zoom Phone using your cell phone or a deskset.

Does it actually show your office number on caller ID, or does it show a "non working UM number" like it does when you call out on the phones we have now?

You can choose between your direct line or the default, which is specific to each campus.   Your outbound caller ID can be set in either the Zoom web portal or the Zoom app on your desktop. The outbound caller ID cannot be changed on the Zoom mobile app. 

Is texting supported on Zoom Phone? If so, is there an extra cost associated with it?

Texting is not available yet, it's currently being tested for U-M purposes. Once it is available, there will be no additional fee.

Will there be a notification to the other party when the call is being recorded?

The Record function is available on the In-Call Tool menu and appears when you're in a call. U-M's audio prompt notifies both parties that the call will be recorded and requests that the user presses "1" to give permission for the call to be recorded.

Do I keep my current campus office phone number and does it follow me if I move to a new department?

If you currently have a campus phone number assigned to you, you will keep that number on Zoom Phone. If you move to a new department/campus, we will transition you to a new phone number since the phone numbers are billed to the units and associated with job roles.

Can I make or receive a Zoom Phone call while being in a Zoom Meeting?

Zoom phone will display a call notification on the screen during a Zoom meeting to help you identify the caller. You can either answer your call and put your meeting on hold, end the meeting and accept the call (if you are the meeting host), or forward it to voicemail when a call is not answered.

Note that your audio (speaking capability) can only be present in one Zoom location per device at one time. When Zoom phone rings on your laptop and mobile device, you could choose one of them to answer the call or send the other call to a voicemail.

Is fax service moving to Zoom Phone?

Information on fax service will be provided in a later phase. See this link for information on the current IP Fax service.

Where can I find out even more about Zoom Phone features?

If you've reviewed all the available information on the Zoom Phone at U-M service site you can learn more about Zoom Phone functionality in the Zoom Learning Center. Go to the Zoom Learning Center and set up an account, or sign in if you already have an account. Click on the Course Catalog and locate the Getting Started with Zoom Phone course.

Can I add someone to my contacts?

Zoom contacts are found on the Contacts tab in the Zoom desktop application. See the Zoom Contacts Overview document for descriptions of the types of contacts, as well as links to procedures for setting them up and managing them. Contacts are not specific to Zoom Phone, but are shared across Zoom applications.


Is there a way that I can set my presence?

No. Zoom presence is not available at U-M. In the drop-down of your profile icon, you see Away and Available, but they are not implemented and would not be visible to others in Zoom.

Is there one place to find all the phone settings, i.e. change ringtone, how to set voicemail outgoing messages, etc.

Refer to the Zoom Phone Settings documentation. Also, see Zoom Phone Common Tasks 

How do I get calls to ring on my phone first and then later, or not at all, on my computer?

You can specify the call handling ring setting. You can select Simultaneously to ring the Zoom app and specified devices at the same time or you can select Sequentially to ring the Zoom app and devices one at a time. After selecting either option, edit the Call Handling setting to specify the routes or sequence. See Call Handling Ring Mode in the Zoom Phone Settings documentation. 

What happens if I block a phone number and later want to unblock the number?

Refer to Zoom Phone Settings documentation for steps to block or unblock a phone number.

Will I be notified if I miss a call?

There is no email notification for missed calls. Missed calls can be viewed the Call History tab in the Zoom app.

Can calls be transferred?

Yes, you can transfer a call to another number (internal or external) or to voicemail. For more details, see the Zoom documentation.

Can I delegate someone else to take my calls?

Call delegation provides an easy way for phone users to assign others to handle calls on their behalf. For example, a faculty member could assign calling privileges to their Administrative Assistant, allowing them to make and receive calls on the faculty member's behalf. Instructions for adding or changing a delegate can be found in Zoom documentation: How to assign a delegate.


What are the project-funded headsets that will be included in the transition, and how do I request one?

If your phone number is being transitioned to Zoom Phone and you are not scheduled to receive a replacement desk set, you are eligible to receive a project-funded headset to use with your computer if you need one. Two kinds of headsets will be available (Logitech and EarPods). You will also receive this information at the time you are notified by email that your phone number is about to be transitioned. The free headset will be provided during the transition. After the transition there will be new fees for the headsets. The process for obtaining the project-funded headset varies for Ann Arbor and Dearborn campuses.

Ann Arbor Campus: Please see Headsets for Ann Arbor Campus Zoom Phone Users.

Dearborn Campus:  Please see Headsets for Dearborn Campus Zoom Phone Users.

Flint Campus: Please see Headsets for Flint Campus Zoom Phone Users.

Can I use my own headset that I use in a Zoom meeting or Jabber softphone?

Yes, in most cases, what works for the Zoom app or Jabber softphone also works for Zoom phone. You can use the same headset you already have. The audio depends on the quality of the headset.

Are the wireless headphone supported in Zoom Phone and will those be provided?

In general wireless headphones are supported. However, wireless headphones will not be provided.

If I do not want to use a headset and have to pull out a laptop to use my camera for Zoom Meetings now, are there other options for camera and audio?

There are options for this. You may want to talk with your local IT staff. You may also want to contact the ITS TechShop.  

Upgrade Project Transition

How do I request a Zoom Phone?

Unit Ambassadors submit requests for Zoom Phone on behalf of their unit. Please reach out to your Unit Ambassador to learn more about your unit’s transition plans.

How will I know if my phone is scheduled to transition to Zoom Phone?

ITS will transition telephone numbers to Zoom Phone on a weekly basis, based on information that is provided to them by Unit Ambassadors. 

  • An announcement email will go out on Mondays to people associated with the numbers on that week’s list alerting them that their number is scheduled to transition to Zoom Phone that Thursday morning.

  • A “Welcome to U-M Zoom Phone” email will be sent from ITS once the phone number has been transitioned. It will include links to important set-up information and how to get started using the service.