Please note: This list of FAQs is subject to change as we continue to configure and implement the Zoom Phone application, and as we receive vital feedback from you.
Zoom Phone Basics
Q: What is Zoom Phone?
A: Zoom Phone is a modern, cloud-based telephone service that replaces traditional desk phones. It allows you to make and receive business phone calls directly through the Zoom app on your computer or mobile device.
Q: Does Zoom Phone replace Zoom Meetings?
A: No. Zoom Phone is an added feature within your existing Zoom Workplace application. You will use the exact same app you already use for video meetings, but with a new Phone tab for audio phone calls.
Q: Why is NSU making this change?
A: Our legacy Cisco hardware and Jabber software have reached end-of-life support. Moving to Zoom Phone modernizes campus telecommunications, reduces licensing and hardware costs, and provides greater flexibility for mobile work.
Q: Is this transition mandatory?
A: Yes. Zoom Phone will be NSU’s official, standard form of phone communication. Once your designated migration day arrives, legacy Cisco infrastructure will be permanently retired and physical desktop telephones will cease to function.
Q: Who is receiving a Zoom Phone account?
A: All NSU employees who currently require campus phone access will be assigned a Zoom Phone license.
Q: Do I need a new login or password for Zoom Phone?
A: No. Zoom Phone integrates directly with your standard NSU account using Single Sign-On (SSO). When you sign into Zoom Workplace with your NSU credentials, your phone line activates automatically.
Q: Can I use Zoom Phone off-campus or while working remotely?
A: Yes. Because Zoom Phone is cloud-based, your NSU extension travels with you. You can make and receive calls on any internet-connected computer or laptop logged into your NSU Zoom account.
Q: How will emergency (911) calls work with Zoom Phone?
A: Zoom Phone supports E911 (Enhanced 911). When calling 911 from the desktop app on campus, your location is automatically reported to emergency responders based on your campus network connection.
Hardware & Personal Devices
Q: Will a headset be provided by IT?
A: No. Zoom Phone is designed as a software application using your computer’s built-in microphone and speakers. If an employee prefers a headset, these must be requested individually and funded through your departmental budget.
Q: Am I required to install Zoom on my personal smartphone?
A: No. NSU recommends using your university-assigned workstation or laptop as your primary phone device. Installing the Zoom app on a personal smartphone is completely optional and technical support will be limited.
Q: If I install Zoom on my personal phone, what data can NSU see?
A: The Zoom app operates as an isolated application on personal devices. NSU cannot access your personal photos, text messages, browsing history, or location. University systems only record business activities conducted directly within the Zoom app, such as Zoom Phone call logs and business voicemails.
Transition & Number Transfer
Q: Will my campus phone number or extension change?
A: No. Your current campus phone number and 4-digit extension will transfer directly to your Zoom Phone account.
Q: Whenever the old phones are removed, will users receive advance notice before their withdrawal?
A: Yes. Building rollout schedules and advance cutover notices will be communicated soon and posted on the IT Client Portal prior to physical hardware removal.
Sign-In, Availability, & Settings
Q: Are you required to be actively logged into Zoom in order to receive calls?
A: Yes. You must be signed into the Zoom Workplace application on your workstation to receive calls. If you are signed out, incoming calls will route directly to voicemail or follow your custom call-handling settings.
Q: Computers log users out after short periods of inactivity. Will that present problems with hearing and receiving calls?
A: As long as your computer is awake and unlocked, Zoom Phone will ring in the background. If your computer enters Sleep/Hibernate mode or completely locks due to inactivity, incoming calls will route directly to your voicemail or follow your custom call-handling settings.
Q: How do I navigate account lockouts like password expiration?
A: Zoom Phone authenticates using NSU Single Sign-On (SSO). Updating your account password through the standard NSU password portal automatically restores access to Zoom Phone.
Q: Can I set business hours so my phone doesn't ring after hours or on weekends?
A: Yes. Zoom Phone allows you to define custom Business Hours. Outside of your scheduled working hours, incoming calls will automatically bypass your devices and route directly to voicemail or follow your custom call-handling settings.
Voicemail & Email Notifications
Q: How will I check my voicemail?
A: You can check voicemails directly inside the Zoom Workplace app under the Phone tab > Voicemail section. Additionally, an audio file copy and automated text transcript will be delivered straight to your NSU email inbox.
Q: Will we continue to receive voicemails/messages sent to our email?
A: Yes. Voicemail notification emails will include both an attached audio file (.mp3) and an automated speech-to-text transcript.
Q: What is the best way to digitally save those important voicemails that I’ve been holding onto?
A: Legacy Cisco Unity voicemails will not automatically migrate. Employees should review their email inbox for voicemails prior to cutover and save any critical voicemail audio files (VoiceMessage.wav) directly to their computer or Google Drive.