Telephone Upgrade Project FAQ

If you currently have a campus phone number assigned to you, you will keep that number in Zoom Phone.

The Unit Ambassadors for each unit will work with their community to determine which option works best for each person (phone number). Units may choose to assign a softphone only or a physical deskset also, as needed.

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.

Unit Ambassadors and SRS submitters submit requests in the Telephone Upgrade Request Form on behalf of their unit (or departments) for phone numbers to be transitioned to Zoom Phone.

Yes. After you transition to Zoom Phone, Phone will be an option in the Zoom App. The Zoom App needs to have been downloaded to the device, and users have to have logged in at least once. The Zoom App is available for download on almost all mobile devices and operating systems.

The intent is to provide more options with this telephone upgrade. Softphone applications become part of your laptop environment and offer several remote communication capabilities, including options for controlling when you do and do not receive calls.

5-digit dialing will work on all campuses. Also, dialing 9 is no longer required to make off campus calls.

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

U-M Zoom Phone offers a new voicemail service. The voicemail box will be permanently deleted one week after service is transitioned to U-M Zoom Phone. Users should be sure to review, delete and/or download any existing voicemails needed 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.

For U-M community members who currently receive Duo Two Factor authentication on their personal device, there will be no impact.

For those who currently receive Duo Two-Factor authentication on a physical U-M deskset, 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.

When a phone number moves to Zoom Phone, the existing desk set will no longer work and should be removed to eliminate confusion. Most phones will not have resale value and will be treated as e-waste. We have worked with Property Disposition to determine the best policy for disposal, and with the U-M Environment, Health & Safety Department (EHS) on an approach to responsible recycling.

The process for users to follow regarding disposal depends on the campus:

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.

Complete Information for Facility Managers is available in this document: Phone Recycling - Information for Units

Yes.

Yes. Please fill out the information in the Telephone Upgrade Request Form so that we know who needs to transition to each phone number. See the Telephone Use Case Scenarios document for more information. Cisco Jabber users will be supported until their transition.

We will not have the "meet me lines" as you know it today. We have been encouraging users to move to Zoom conferencing instead.

If you experience any issues or if you make a mistake when submitting the request form, please reach out to us by email at [email protected]

Visit Zoom Phone at U-M service site to learn more about using Zoom phone.