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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 handy one-pager on 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.

Please see the networking requirements here.

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 a Web Center request to Consulting Services, and they will be able to help. Go to > Voice Services > Telephone Service > Request Consulting Appointment > Zoom Phone Requests. Please include the users name and official UCLA email address. If you would like to use a phone number that is already in use, please indicate this as well.

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:

White Paper on Security

Security at Zoom

Privacy practices at Zoom

Any Zoom user, including students, are able to add their phone number in Zoom voluntarily, even if they do not have Zoom Phone. For reference, telephone numbers are considered directory information under FERPA at UCLA.

Please include all requests for adding and deleting users in your data workbook and work with your consultant if you have questions. It is crucial to include all requests for your department in the data workbooks to ensure smooth transition to Zoom Phone during your wave.

During your wave's Hypercare: If you are a current wave user and could not include your request before data workbook freeze, you can submit a request for deleting users for shared lines through all our Hypercare mediums during our first week of Go-Live.

After Hypercare: Requests to add a new user to an existing shared line will require a Web Center order. After Hypercare is over, please submit all phone service change requests through Web Center, per standard process. > Voice Services > Telephone Service > Request Consulting Appointment>Zoom Phone Requests. Please include the users name and official UCLA email address.

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.

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.

Existing campus phone numbers will be transferred onto Zoom Phone. For new line requests, your unit's Technical Coordinator can submit a new line request via Webcenter, per standard procedure.

Connectivity Issues

Zoom has multiple redundant data centers across the country. If one data center goes down, the number can be seamlessly moved to another without interrupting service.

Apple is still looking into issues with M1/M2 wireless connectivity issue. Please use this link to IT Services status page for 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 is UCLA ensuring telephony needs for preparing for emergencies are met?

​​​​​UCLA has dedicated outdoor blue light phones, elevators, and panic buttons throughout campus for emergencies. First responders, Emergency Operation Center members and Office of Emergency Management staff will have priority mobile services on work cell phones that ensure their calls go through during times of cell traffic congestion so that they can coordinate responses to emergencies.

  • Dial 9-1-1 from any blue light phone, Zoom soft or physical phone or cell phone.  Even wireless phones that are not subscribed to or supported by a specific carrier, can call 911. Source:
  • The UCLA Bruin Safe app is also available for important safety alerts and instant access to campus safety resources.

Emergency dispatchers uses 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.

Please remember, Blue Light Phones can be found across campus and can be used for all emergencies.

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
  • First, see if your department fits the approval guidelines:
    • Labs, workshops, and rooms handling hazardous materials or performing high risk operations.
    • Interior areas with no reliable network connection or cell signal
    • If your department meets the criteria, please submit a Webcenter Request at to purchase a back-up phone that will be stripped of all business functionality (e.g., voicemail).


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
b. Microsoft LifeChat LX-3000
c. Logitech H540 On Ear Headset

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.

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.

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 will be available to Zoom users on a rolling basis, starting in summer 2024. The initial enablement includes Wave 1-8 softphone-only users. Once your line is fully migrated and ported to Zoom, you will see SMS appear on your Zoom Phone interface next to “Lines.” You can text any number that also has SMS capabilities.

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 a Webcenter form.
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.

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.

Yes. You can transition from one mobile device to another while on an active call. 


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.


How to get more support?

You can reach out to the project team at any time. If technical support is needed, the project team will refer you to the help desk ( for support. After the end of the Bruin Voice project, please direct all Zoom Phone related requests to Webcenter. > Voice Services > Telephone Service > Request Consulting Appointment>Zoom Phone Requests. Please include the users name and official UCLA email address.

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