Telephones, Voicemail
Switching Phones
Users who are getting a new physical phone as part of the Zoom Phone project will need to swap out their existing Avaya phone with the new Poly phone. Each phone has two jacks on the back that are used to connect to two different Ethernet cables that must be moved from the Avaya phone to the Poly phone in order for it to work with Zoom. Note: Users who are using an non-Avaya phone will be able to continue to use the same physical phone. These analog phones will work the same in Zoom as they did on the current phone system.
Description
On the back of your Avaya phone, there are three jacks with icons above them indicating their purpose. (You may have one or two cords plugged into your phone)
From top to bottom:
- The first icon looks like a network jack (a square with a small notch in it). This is where the network cable from the wall goes into your phone; the network port.
- The second icon represents a computer (a square with a line beneath it representing a monitor and keyboard). This is the jack for the network cable going to your computer; the computer port. (This is optional, and may not be present if you are using a laptop or Wi-Fi)
On the back of the Poly phone, there are two larger jacks (the top row) with icons below them indicating their purpose.
From left to right:
- The first icon looks like three small squares connected by lines (representing a network of computers). This is where the network cable from the wall goes into your phone; the network port.
- The second icon looks like a small box connected to a line beneath it (representing a computer or computer monitor). This is the jack for the network cable going to your computer; the computer port.
Instructions
Note: Each network cable has a small clip beneath it to hold it in place, like a phone cord. It must be depressed slightly to take it out. (If it's not present, that's ok. Sometimes the clips break. Your cable can still be used.)
If present, please unplug the cable from the computer port on your Avaya phone and plug it into the computer port on your Poly phone.
Now unplug the cable from the network port on your Avaya phone, and plug it into the network port on your Poly phone.
Note that it can take up to 15 minutes for the Poly phone to auto-configure itself once it's been plugged in correctly. The phone will reboot several times during this time. Once you have disconnected the Avaya phone, return it to the IT Help Desk in Salazar.
How do I get a compatible physical phone or a headset?
IT is providing both physical phones, upon request, and headsets with built-in microphones, for users who want them. Phones must be configured for specific users or office extensions and will be distributed from IT as their number is ported from Avaya to Zoom. To request a physical phone please fill out the Phone Request Form. Both single and double-ear headsets are available for pickup at any time from the IT Help Desk in Salazar.
What do I do with my old Avaya physical phone?
The existing VoIP (Avaya) phones do not work with Zoom. Once you're moved to Zoom, bring the old Avaya phone and any extra network cables to the IT Help Desk in Salazar. IT is collecting them for donations to other organizations who can use them.
Where do I change my Zoom Phone settings?
User options are in two primary locations:
- Log in to the SSU Zoom Website with your Seawolf credentials. Navigate to the Phone section in the left sidebar menu.
- Open the settings menu in the Zoom application. The Phone, Audio, and General sidebar sections contain most of the relevant settings.
How do I toggle whether or not a Zoom phone call interrupts my Zoom video conference call?
From the Phone section in Zoom application (see the second bullet point from the previous FAQ question), check / uncheck the box next to "Hide incoming calls while in a Zoom meeting".
How do I toggle which device Zoom Phone rings on?
By default, your Zoom Phone will ring on all devices you’re logged into. You can enable/disable each type of device by clicking the Edit button next to the Call Handling section on the Zoom website. You can change your "business hours" from the same section to further configure which device rings at which time.
How does dialing on and off campus phone numbers change?
- Off-campus dialing no longer uses the initial 9. You can use 7 digit dialing for calls in the 707 area code, otherwise include the area code. Ex: (310) 867-5309
- On-campus dialing still uses 5-digit dialing for extensions. Ex: 4-4357
What happens to my existing voicemail on the Avaya system?
Avaya voicemail will not move to Zoom. Check your voicemail using the following instructions prior to your move to Zoom. Your Avaya voicemail will be automatically deleted once SSU has fully migrated to Zoom Phones.
To access voicemail from your on-campus Avaya phone (if you have not been migrated yet), press the "Messages" key and enter your password.
To access voicemail from an off-campus phone:
- Dial (707) 664-2020 and press # when the call connects
- You will be asked to enter the 5 digit extension of the mailbox number that you wish to access (Example: 4-4357)
- Enter your password
How do I share my voicemail with others?
Users can share individual voicemail messages, as well as share entire voicemail inboxes.
What additional Zoom Phone features are available?
IT can enable additional features like SMS (texting), international calling, and making your number unlisted from the Zoom campus directory. Send your request to the IT Help Desk for any changes.
Where do I report issues or get answers to questions not answered above?
Additional resources are below. Contact the IT Help Desk if you still need assistance.
How do I launch the Zoom Mobile Application?
- For users with Iphones, please use the Getting started Guide with iOS.
- For users with Androids, please use the Getting started Guide with Android.
How do I use Zoom phone chat messaging?
Here are steps to begin messaging with one or more Zoom users.
How do I set my availability?
The Zoom desktop client, mobile app, and Zoom Web App allow users to set their current status to indicate to others if you are available, in a meeting, or otherwise currently unavailable. \
How do I disable voicemail transcription?
Policy settings for voicemail and voicemail transcription are automatically enabled by your Zoom admin. Please contact the IT help desk or file a ticket to remove voicemail transcription.
How do I report Spam?
Here are steps in order to report spam or block a phone number.
How do I block all incoming calls during a zoom meeting?
- Login to your Zoom desktop client.
- Click on your picture icon in the top right corner and click on settings.
- Click “phone” on the left hand side.
- Check the “Hide incoming calls while in a meeting checkbox”.
Additional Resources
Logging Into the Zoom Application
Zoom Phone getting started guide
Downloading Zoom mobile app (for users who want to make / receive SSU calls on a mobile device)
Recording of the Zoom Training
Sonoma State Training Guide (PDF of the slides the Zoom representative used during the training sessions)
About Zoom Phone
Zoom Phone is SSU's next-generation unified communications solution. Moving to Zoom Phone unifies SSU's telecommunication platform with the campus standard for video conferencing. Our current phone system (Avaya) is at its end of life, making it impossible to support without a significant financial and labor investment. Zoom Phone provides a wealth of new benefits, including new user features, improved system reliability, lower operating costs, and better accessibility options. Zoom Phone will allow faculty and staff to receive and place calls, check voicemail, and send and receive text messages from anywhere they have an internet connection.
Why Zoom
As noted above, SSU's current telephony system is prohibitively expensive to maintain. Zoom Phone has been used across CSU with great success, and the move to the new system is quick and easy for most users. Zoom is a cloud service that is highly reliable and provides excellent audio quality. Additionally, new telephony laws have gone in to effect that Zoom supports natively, thus requiring significantly less time and money from SSU to maintain and ensure compliance.
What is Changing
Users will make and receive calls through their existing Zoom software client, and/or a physical phone. The first option is commonly referred to as a softphone and is the default phone recommendation for Zoom. Your current headset and microphone will continue to work with your Zoom softphone. Users who need a physical phone must replace their existing Avaya phone with a new IT-provided Poly phone that is compatible with Zoom. This video provides a brief introduction to Zoom Phones and highlights a few of the user changes.
When
Phone numbers will be ported from Avaya to Zoom throughout the Fall 2023 semester. IT is working with department representatives to determine the best date to move their respective area. Areas that have complicated phone needs will generally move later in the process to ensure all of the requirements and functionality are implemented in Zoom correctly.
Next Steps
Once IT collects phone information from campus representatives, additional instructions on user setup and timing will be directly emailed to the users. In short, user setup is extremely straightforward; simply log in to Zoom once to set a voicemail PIN. Additional features can be modified by the user, but phone calls will route through the Zoom client automatically once the port is complete. Users with a physical phone will also need to replace their existing Avaya phone with a new Poly phone before calls ring on their physical phone.
Additional Information
A Brief Introduction to Zoom Phones
How to Swap Your Avaya Phone with a New Phone