Information Technology Services

Zoom Phone

Beginning in April 2025, ITS will begin replacing the desktop Cisco phone system with the Zoom Phone app, as part of an enhancement to our Zoom Workspace license.

Zoom Phone is part of the shift to streamline and improve technology at Brandeis by enabling faculty and staff to place and accept calls from their Brandeis extension, no matter where they're located. You can use Zoom Phone on any Wi-Fi-enabled device with your Brandeis username and password.

Zoom Phone Training Materials Zoom Phone FAQs

Zoom Phone Features

Take your Brandeis extension with you anywhere. Zoom Phone is integrated into the existing Zoom Workplace app available on all Brandeis devices. Users will also be able to download the Zoom app on their personal devices and log in with their Brandeis username and password to access Zoom Meeting and Zoom Phone (please note: you are not required to keep the Zoom app on your personal devices).

With Zoom Phone you can:

Place and answer calls from any location or device
Seamlessly switch between telephone calls and Zoom video meetings
Set up call forwarding to another Brandeis extension for out-of-office times
Extensive customization for voicemail, call routing, and more

During the transition to Zoom Phone, you may not be able to search for all extensions by department or employee name in the Zoom app. We recommend you either use the full Brandeis number 781-736-xxxx or 6-xxxx until campus has full transitioned to Zoom Phone. This is a temporary issue and will be corrected as we continue to move people from Cisco phones to Zoom Phone.

Zoom Phone Quick Start Guide Zoom Phone Settings

Preparing for Zoom Phone

New User Checklist

Zoom Phone	New User Checklist
Download and Log into Zoom Workplace	If you do not already have the Zoom Workplace app on your Brandeis issued laptop or computer, download Zoom. Our Zoom domain is brandeis.zoom.us. Then log in with your Brandeis username and password and authenticate with your Duo device. On the day your Zoom Phone is set up, you will see a tab with a phone icon on your Zoom Workplace application.
Set up your Zoom Workplace to Open at Start Up	You can find instructions on how to Get Started with Zoom and launch Zoom on Start Up on our Zoom Workplace page.
Access a DUO device other than your Cisco phone	You will need a DUO device to log into Zoom for the first time. Your Cisco phone will not work after Zoom Phone is activated. If you already have access to a smartphone, tablet, or token configured for DUO authentication, no additional action is required. You can find instructions on how to set up a new device on the ITS website.
Next Steps	Familiarize yourself with how Zoom Phone operates by reviewing our Zoom Phone training material.

Using Zoom Phone

Day One Checklist
Set up your emergency services location.	You will need to set up your emergency services location in Zoom. If you are working on campus, the location defaults to 415 South St. Please set up on an alternative location for the times you are working off campus.
Set up voicemail.	You can record or upload your greeting from the Zoom website.
Personalize your Zoom Phone Experience	Review our training materials for Zoom Phone settings and making calls. Find out how to set up your business hours in Zoom Phone Opt into receiving calls on your mobile device Learn how to hide incoming calls on while on a Zoom Meeting.
Make a call!	Make an internal and external call.

Zoom Phone Training

Link to Training	Description
Zoom Phone Quick Start Guide	High-level overview of Zoom Phone features, including making and answering calls, checking voicemail, and reviewing call features
Zoom Phone Settings	High-level overview of call handling features
Welcome to Zoom Phone	Interactive review of Zoom Phone that includes setting up your Zoom Phone and making calls in Zoom Phone. Found in Moodle Communities - click Enrol to review
Zoom Phone Setup (PDF)	A downloadable, detailed review of how to configure Zoom Phone settings.
Making Calls in Zoom Phone (PDF)	A downloadable, detailed review of how to make and receive calls and manage voicemail in Zoom Phone.
Shared Lines Quick Start Guide	High-level overview of how to use a Zoom Phone line that's shared by multiple users
Managing Shared Lines (PDF)	A downloadable, detailed review of managing shared lines in Zoom Phone.

Frequently Asked Questions

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What does the switch to Zoom Phone mean for me?

Zoom phone offers many great features that will make it easier to communicate as well as improve processes for managing phone lines across the university, while reducing the need to traditional hardware-based telephones. Brandeis users who have an existing extension will now use the Zoom Phone feature within the Zoom Workplace app in place of a physical phone.

When will the switchover to Zoom Phone take place?

ITS will be rolling out Zoom Phone in waves. The first groups will switch over to Zoom Phone in late April 2025. As more departments have their WiFi and internet access upgraded within their buildings, ITS will increase the number of departments moving to Zoom Phone. We anticipate having all departments moved to Zoom Phone by August 2025.

What can I do to prepare for switching over to Zoom Phone?

Ensure that the Zoom Workplace app is installed on any device you intend to use with Zoom Phone. If you already use Zoom for video meetings, simply check for updates to ensure to the Zoom Workplace client is current. Learn how to update your Zoom software.
Ensure that your devices have a working microphone and speak OR that you have working USB headset. Learn how to test your audio using Zoom Phone.

How will I make and answer calls on Zoom Phone?

Zoom Phone is part of the Zoom Workplace app. There will be a tab in the Zoom Workplace app (labeled Phone) where you will be able to access the Zoom Phone features. From that tab, you can place calls and view/listen to your voicemail. Calls can be placed by typing in a user's name rather than remembering their extension or by entering a number using the keypad. A widget will appear on your screen when a call comes in, making it easy to answer incoming calls. Learn how to place calls using Zoom Phone.

Do I have an option to keep my desk phone?

If I'm on Zoom Phone, but other departments are still on desk phones, can I still call them?

Will physical phones remain available in public spaces such as classrooms and building hallways?

What do I do if I have a Cisco Phone in my off-campus office/workspace?

How do I access emergency services via Zoom?

You can continue to call 911 or Public Safety (ext. 65000) from your Zoom Phone app. When users call 911 or Public Safety from Zoom Phone, Zoom recognizes their IP address if they are on campus. If you are off-campus, working remotely, you will be prompted with a message to enter your current address for Emergency 911; this will save in Zoom so you should only need to enter it once for each location you work from.

If you call 911 from your non-Brandeis owned physical device (such as your mobile phone, iPad, laptop, etc), the call will be routed to your local 911 service rather than the Public Safety office at Brandeis.

What accessibility features are available with Zoom Phone?

Zoom products support common screen readers such as NVDA, JAWS, VoiceOver, and Android Talkback. Additionally, visual interfaces are designed with adequate color contrast, size, and usage of color to ensure clarity for users with various vision needs. Zoom Workplace software also supports keyboard accessibility. Learn more about Zoom's accessibility features.

Will I need to use Ivanti (the Brandeis VPN client) in order to access Zoom Phone off campus?

What are the options for sharing lines among multiple users?

Zoom Phone allows users to be connected to more than one number, so users can be connected to their own extension as well as a shared line that rings to multiple users. A few different options exist for setting up shared lines.
- Call Delegation: Call delegation (also known as shared line appearance) is a self-service option that provides an easy way for phone users to assign others to handle calls on their behalf. For example, an executive can assign calling privileges to their assistant, allowing the assistant can make and receive calls on the executive’s behalf. Learn more about call delegation.
- Auto-receptionist: Auto receptionists answer calls with a personalized recording and routes calls to a phone user, call queue, common area phone, or voicemail. Learn more about auto receptionist features.
- Shared Line Group: A shared line group allows Zoom Phone admins to share a phone number and extension with a group of phone users or common area phones. All members of the shared line group have access to the group's direct phone number and voicemail. You can apply custom business, closed, and holiday hours to shared line groups and set routing rules. Learn more about shared line groups.
- Call Queue: Call queues allow account owners and admins to route incoming calls to a group of users. For example, you can route calls to your office's billing, sales, or customer service departments. Each call queue has a maximum of 50 members. Learn more about call queues.
- To understand which call routing method is most appropriate, view Zoom’s comparison chart of call routing methods.

Can I turn my Zoom Phone ringer off during non-working hours?

Yes - settings are available within each user's account to set their hours of availability. You can also designate which devices (if you have Zoom Phone on more than one device) will ring during specific blocks of time - ensuring that the devices you choose will ring during the hours you have designated as "available."

Can I customize my own Zoom Phone settings?

How can I set up my voicemail?

Can additional phone numbers or extensions be connected to my Zoom Phone app?

Do I need a headset to use Zoom Phone?

Can I use Zoom Phone if I am traveling internationally?

What are the additional tabs I see in Zoom Workplace - there's more there than just Meeting and Phone.

You may see additional tabs on your Zoom Workplace app when you update to the latest version. As users get more comfortable with Zoom Phone, we will begin exploring the features offered on these additional tabs. We will keep the Brandeis community informed about new features offered by Zoom and how they best fit into your communication and collaboration toolsets offered by Brandeis.