Softphones
Basic Information - Zoom Phone
What you need to know about Zoom Phone
Zoom Phone is one unified app for phone and video meetings. It allows users to seamlessly make and receive phone calls, share content, participate in video meetings, and send text messages from Zoom desktop and mobile apps. Visit the Zoom Videos and Helpful Links to learn more.
A softphone is a software program with calling and texting capabilities. With the softphone, users can operate Zoom Phone on their existing devices (computer, tablet, mobile) through the Zoom app.
Here is a handyone-pageron some benefits of Zoom Phone.
Zoom Phone is built into the existing Zoom app that UCLA uses for video conferencing. No separate installation is needed to access Zoom Phone if you already have the Zoom app downloaded. You can access Zoom athttps://ucla.zoom.ususing your UCLA Logon ID and password.
On your Go-Live date, a phone icon will appear on the Zoom toolbar to indicate that Zoom Phone has been activated. If the phone icon is not showing, you may need to sign out and sign in again using your UCLA Logon credentials.
On your Go-Live date, a phone icon will appear on the Zoom toolbar to indicate that Zoom Phone has been activated. If the phone icon is not showing, you may need to sign out and sign in again using your UCLA Logon credentials.
Computers: Windows, macOS, and Linux requirements
Tablets & Mobile Devices: iOS, iPadOS, and Android requirements
Tablets & Mobile Devices: iOS, iPadOS, and Android requirements
Please see the networking requirementshere.
Yes, users can update their profile name at any time.
Please ensure that your Zoom application is up to date. You can check if there are any available updates from your profile settings. Log off and then back into your account to activate updates and phone icon.
Please submit aWeb Centerrequest to Consulting Services, and they will be able to help.
If you are using Zoom Phone on campus, you should be using the university network and your data plan will not be impacted or charged. However, if there is no WiFi, then Zoom Phone is subject to the data plan.
Zoom has incorporated security measures to ensure every phone call falls within our best security practices to keep your data safe. Zoom uses end-to-end encryption during the provisioning of phones and during VoIP phone calls.
For further security information, please check out the Compliance section of the ITSP FAQ and the following links:
Security at Zoom
Basic Information - Bruin Voice
How Bruin Voice project will help implement Zoom Phone at UCLA
Bruin Voice impacts UCLA campus academic, administration, and research units. Bruin Voice will not impact UCLA Health, Health Sciences or Mednet.
No. While you may elect to download the Zoom app on your phone for your convenience, you are not required to do so.
Synching the directory is not within the scope of this project.
Currently, fax machines are out of scope for this project.
Connectivity Issues
Outages are an underlying risk to our current on-prem solutions and to our upcoming cloud-based solution. We will maintain on-prem for designated emergency lines.
Apple is still looking into issues with M1/M2 wireless connectivity issue. Please usethis link to IT Services status pagefor intermittent connectivity issues and workarounds.
Please connect to Eduroam with your device and login using your UCLA ID. UCLA_WEB does not support Zoom Phone as it was only designed for guest users.
Emergency Calling
How Zoom Phone ensures safety in case of emergency.
Emergency dispatchers user your location to identify where you are if you dial 911 through Zoom.
No. However, a campus address must be provided in order for the University to provide the proper emergency location information for calls made on campus when using a LAN connected device; i.e. a laptop or desk phone. You can toggle between your saved locations if you change your work locations and want to enable emergency calling.
Emergency services will be notified of your dispatchable location when you dial 911 from Zoom phone via:
- Computer/Tablet: Zoom Phone will send the emergency address you set in your Zoom profile to law enforcement.
- Cell phone: Zoom Phone will leverage your cell phone carrier’s network and cell towers to determine your location, and will send the location information to law enforcement.
- Computer/Tablet: Zoom Phone will send the emergency address you set in your Zoom profile to law enforcement.
- Cell phone: Zoom Phone will leverage your cell phone carrier’s network and cell towers to determine your location, and will send the location information to law enforcement.
To enable location permissions, access the Zoom desktop client. Click your profile picture > Settings > Phone > select Location Permission.
To add or update your emergency address, access the Zoom web portal. In the Navigation menu > Phone > Settings > Emergency Addresses > Edit
To add or update your emergency address, access the Zoom web portal. In the Navigation menu > Phone > Settings > Emergency Addresses > Edit
Zoom Phone has Nomadic Emergency Services. You can also set up personal emergency addresses for wherever you are.
Emergency lines will remain our on-premise solution. These may include a common area phone, like a lobby phone to ensure telephony services. These phone lines do not rely on UCLA's network or Zoom services to operate.
Hardware
Yes! You are welcome to use any personal headset devices that can connect to your computer, tablet, or smartphone.
Recommended headsets include:
a. Logitech USB Headset H390
https://www.cdwg.com/product/logitech-usb-headset-h390-headset/1304366?pfm=srh
b. Microsoft LifeChat LX-3000
https://www.cdwg.com/product/microsoft-lifechat-lx-3000-headset/2825821?pfm=srh
c. Logitech H540 On Ear Headset
https://www.cdwg.com/product/logitech-h540-on-ear-headset/2808567
For more information and detail on our catalog, please see: Which headset is right for me?
Recommended headsets include:
a. Logitech USB Headset H390
https://www.cdwg.com/product/logitech-usb-headset-h390-headset/1304366?pfm=srh
b. Microsoft LifeChat LX-3000
https://www.cdwg.com/product/microsoft-lifechat-lx-3000-headset/2825821?pfm=srh
c. Logitech H540 On Ear Headset
https://www.cdwg.com/product/logitech-h540-on-ear-headset/2808567
For more information and detail on our catalog, please see: Which headset is right for me?
Currently, fax machines are out of scope for this project.
Telephony Features
Any other technical questions on Zoom Phone.
Users will still be able to use 5-digit dialing.
No
Shared lines are handled in three ways.
(1)Call delegation is used for phone users that need to answer another end user's phone.
(2)Shared line groups are used for lines that several phone users answer, such as main department lines.
(3)Call queues and Auto Receptionists are more advanced applications similar to ACD and Auto Attendant.
(1)Call delegation is used for phone users that need to answer another end user's phone.
(2)Shared line groups are used for lines that several phone users answer, such as main department lines.
(3)Call queues and Auto Receptionists are more advanced applications similar to ACD and Auto Attendant.
You can find your phone number in the Zoom application at the bottom of the page under the Caller ID. If you have access to multiple numbers, you will see a drop-down menu with the numbers you have access to.
You can have Zoom Phone on multiple devices but can only be signed into Zoom on one computer, one tablet, and one phone at a time. If you sign into an additional device while logged into another device of the same type, you will be logged out automatically on the first device. For example, you can sign in and use Zoom on your laptop, iPad, and iPhone simultaneously. However, Zoom will log you off the first iPad if you sign in to a second iPad.
In order to stay in compliance with 911 regulations, each user is required to have a unique primary phone number. Users can however, share secondary lines.
SMS is unavailable at this time, however we will notify users when this feature becomes available.
Yes, when traveling outside of the US, your Zoom phone will still behave as it does 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 fill out aWebcenterform.
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.
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.
Please use the following link to help troubleshoot: https://support.zoom.us/hc/en-us/articles/360060082291-Outbound-calls-blocked-or-tagged-as-spam
Yes, you can set your status to Do Not Disturb if you want to temporarily block calls. Or for a more permanent solution, in the Zoom client, click on your picture and go to Settings > Phone > Hide incoming calls while in a Zoom meeting and check the box.
Yes, you can do the following:
1. Start a Zoom Phone call while in a Zoom meeting, then switch back to the meeting.
2. Start a Zoom meeting while on a Zoom Phone call, then switch back to the phone call.
3. Merge a Zoom Phone call into a Zoom meeting.
1. Start a Zoom Phone call while in a Zoom meeting, then switch back to the meeting.
2. Start a Zoom meeting while on a Zoom Phone call, then switch back to the phone call.
3. Merge a Zoom Phone call into a Zoom meeting.
Yes.
Voicemail
Yes, an email is automatically sent with the voicemail recording.
Wave mail is going away, but downloading and distributing audio files will be just as easy with Zoom Phone.
Yes. You can add your email or multiple emails in your voicemail settings. Visit our KB article for guidance.
Voicemails will be available for 3 months proceeding your Zoom Phone cutover date.
All members of a Shared Line Group or Call Queue will receive voicemails unless it has been requested otherwise by your department. You will also be able to see shared line voicemails on the desktop client.
Support
How to get more support?
You can reach out to theproject teamat any time. If technical support is needed, the project team will refer you to the help desk for support.
If you still have further questions, visit Bruin Voice Support.
Yes! There is an informal Slack workspace to continue sharing best practices. This space is not managed by the Bruin Voice Project Team. To join, visit https://ucla.slack.com/archives/C04F3KC73RU
Our Physical Phone Deployment prep is currently in progress. CAOs will be asked to provide cost approvals before physical phone deployment is officially kicked off. Please contact your consultant or bruinvoice@it.ucla.edu if you have more questions.
For common area and shared workspaces, such as student-staff desks, we have identified the following recommended models:
| Phone Model | Cost |
|---|---|
| E100 (2-Line) | $101.73 |
| E220 (4-Line) | $108.24 |
| E320 (8-Line) |
$161.73 |
| E550 (14-Line) | $251.08 |
| Poly Trio C60 (Conference) | $876.00 |
The Zoom Phone desktop and mobile applications will meet the voice connectivity needs of most customers over a physical desk phone. Faculty and staff are highly encouraged to migrate to a softphone.
When transitioning to a softphone, our project team can eWaste or your campus unit can resell the hardware.
If you want to keep a desk phone, you would need to purchase a new Zoom compatible phone. This will be considered a premium charge that your campus academic, administrative, or research unit is responsible for.
When transitioning to a softphone, our project team can eWaste or your campus unit can resell the hardware.
If you want to keep a desk phone, you would need to purchase a new Zoom compatible phone. This will be considered a premium charge that your campus academic, administrative, or research unit is responsible for.
New physical phones deployed through Bruin Voice are covered by a one-year warranty provided by ITS. Older VoIP phones that are converted to be Zoom compatible do not quality for a warranty if they were initially installed more than a year ago.
The Zoom Phone desktop and mobile applications will meet the voice connectivity needs of most customers over a physical desk phone. Faculty and staff are highly encouraged to migrate to a softphone.
When transitioning to a softphone, our project team can eWaste or your campus unit can resell the hardware.
If you want to keep a desk phone, you would need to purchase a new Zoom compatible phone. This will be considered a premium charge that your campus academic, administrative, or research unit is responsible for.
In most cases, yes. Please work with your consultant to relay your current model information and they will provide you with recommendations.
