Voice over Internet protocol, or VoIP, allows users to make and receive calls using the internet. Instead of transmitting a call from a hardwired desk phone through a network of switches and wires, VoIP converts voice communications into digital data that travels over an internet connection to its destination.
UCSB will utilize Zoom Phone for our voice over Internet service. With a single platform utilized for voice, chat, and video, users will make phone calls with the same ease and familiarity as Zoom video meetings. Visit our Zoom Phone training page for helpful videos and reference guides.
Over the past several years, organizations of all sizes have turned to VoIP to replace their legacy phone system and give their employees the tools they need to communicate in an increasingly mobile world. Extensive business features give users incredible flexibility to make and receive calls from anywhere without being dependent on a physical location like an office desk phone. VoIP calls can be made with any device that has a reliable internet connection, including a desktop, laptop, smartphone, or tablet.
Features
- Mobile and Desktop applications - A single, unified platform for video, phone, meetings, and chat on Windows, Apple MacOS, Apple iOS and Google Android devices.
- Voicemail - Voicemail transcription and notification allows you to easily manage voice messages from any device.
- SMS - Send and receive SMS messaging from your desktop or mobile client
- Optional Call Recording - On-demand and full-time recording, transcriptions, and playback allow you to easily archive and retrieve phone conversations
- Elevate to Meeting - Seamlessly elevate a phone call to a full-feature Zoom Meeting without requiring participants to join manually
- Shared Line - A delegate can place a call on hold for a manager to visually recognize and retrieve
- Shared Line Groups - Provide member endpoints with access to the group's direct phone number and voicemail
- Configurable caller ID - lets your team customize the displayed phone number when making outbound calls.
Frequently Asked Questions
You will be able to forward your calls to a flip phone, although the mobile app for Zoom cannot be installed on your flip phone.
Yes, this functionality will not change. Most faculty and staff will retain their phone number and extension.
Yes, with the Zoom application installed, you can transfer calls from a traditional phone to your digital devices and to another employee’s device.
No, for those already using the Zoom software client, a user-friendly phone tab will become available to you within Zoom. The new desk phones will also be very user-friendly. The project team will also release training documentation and videos to help users learn how to use the new phone software.
The new voice service will be more secure than the current phone system. VoIP has security protocols to encrypt calls over the internet.
If you are using the mobile client, Zoom will use your cellular information to gather your location and send that information to emergency services.
When making 911 calls from your desktop client, the user will need to input an address that is shown to emergency services upon calling. Since the desktop client can be accessed anywhere, the user will need to update their address when using their desktop client from a new location.
Deskphone location information will be set in the system and sent to emergency services the same way it is now.
If there is a power loss, any device not powered via battery will turn off. If you have the mobile client installed on your smartphone, you will still be able to access the Zoom Phone service from your mobile device.
You can receive help by submitting a support ticket.
The Zoom mobile app is an available option for easy access to the new service but is not required to use Zoom Phone. Communication Services recommends the use of the desktop client on your computer, which is included with Zoom Phone service.
If you are planning to use the app on a cell phone, this will use your mobile data. It is recommended that a user be connected to WiFi if they do not have an unlimited data plan. Audio calls should only consume 27–36 MB/hr of continual use.
Users can request to turn on this feature. Work with your departmental liaison to have the recording feature turned on.
Yes, Zoom Phone gives you a notification “calls will not be dropped when you are leaving.”
You can change that in your settings. The default setting will give you a pop-up notification with the options “Decline,” “End Meeting,” or “Hold Meeting.” If you decline, the call will go directly to voicemail. If you select “End Meeting,” you will leave the meeting you are in and immediately go to the call. If you decide to “Hold Meeting”, you will be removed from the audio of the meeting, but will remain in the meeting. Once the call is done you will have to click “Join Audio” to rejoin the meeting. Alternatively, you can set up the option to decline calls automatically while in a meeting and all calls received while in a meeting will go straight to voicemail.
You can receive multiple calls. Call waiting is a standard feature with Zoom Phone.
Shared lines have their own voicemail. This means all individual users will have their own mailbox and can be granted access to their own unique voicemail associated with a shared line, keeping both separate.
Yes, it doesn’t matter if the computer is on or off, or even if it’s not plugged in. Calls will still go to your voicemail if they are missed, no matter the reason.
The base rate for the Zoom Phone service will remain what it is today ($11/month) until we transition to a new billing model, which is currently being evaluated. This evaluation will take about two years to complete. The baseline cost includes Caller ID and Voicemail along with free calls to US/Canada/Mexico. Calls to other countries is a capability that would have to be requested and would incur per-call toll charges.