This FAQ is a living document that IT will be updating as we receive feedback and things change with the Zoom phone application. If you have any questions or would like something added, please email Askit@amherst.edu and put "Zoom Phone" in the subject line so we can route the ticket to the correct technicians.
What will happen with shared phones?
Zoom Phones will still allow shared phones. If your department/area needs one, please submit a ticket to AskIT@amherst.edu detailing the requirement.
I am part of a Call Queue. How do I manage my participation??
Within Zoom settings, you can go to phones and then settings. Below Call Handling, you will see an option to edit your call Queue. You can log in and out of your respective call queues here. This may be helpful in cases when you are out of office.
How does Do Not Disturb work?
Do not disturb blocks you from receiving pop up notifications for chats and Phone calls within the zoom apps. Choose from various pre-set durations, ranging from 20 minutes to 24 hours.
You can also set a Do Not Disturb schedule so you can automatically go in to that state at pre determined times.
How do I change the Call Queue voicemail Holiday message?
Each call queue has a manager who can handle setting and changing holiday hours / out-of-office messages. If you are not one, please speak to your manager. If you are one, see the process by clicking here, or you can email AskIT@amherst.edu for assistance.
How do I switch devices during a call?
Zoom calls this action "Call Flip". Please see the Phone information and settings webpage.
Do I need the Zoom app open in order to receive calls?
The Zoom phone app and Desktop app need to be open for you to receive calls. If the apps have not been open, all of your calls will go straight to voicemail, or ring your Zoom desk phone if you have one.
Do I need to download Zoom on my cell phone?
You will be able to make and receive calls on your laptop if you have the Zoom application downloaded. If you want to make calls while on the go, the application will need to be installed on your cell phone. Thankfully, you can set your office hours within the settings on the Zoom web page to prevent you from being called outside of your normal working hours. The College will not provide cell phones.
Do I need to enter my personal address as a secondary “Emergency Address?”
You do not need to put down your home address in Zoom if you are not comfortable. However, you will need to give Zoom access to your cell phone or computer's location so First Responders can get to you in cases of emergency.
Can I call someone's extension, or do I need to dial their whole number?
With a Zoom phone, you can dial just someone's extension. Also, in the Phone and Desktop applications, you can simply type in the person's name and call them.
Do I need to dial 9 to dial off-campus?
You do not. You can dial an external number, and it will ring through without issue.
What happens if I miss a call?
You will get a Zoom notification that you missed the call. If a voicemail is left, you will get an email with the transcription. If calls are going straight to voicemail, then it is possible that you do not have the Zoom application open on your laptop.
Can I get a desk phone?
If you need a desk phone, please talk to your supervisor and have them submit a ticket to AskIT@amherst.edu so we can start the process of provisioning one.
How do I check my phone number?
You can log in to the Zoom webpage, go to Phone, and then Settings. There, you will see your number and company number listed.
How do I call Internationally?
For international calls, dial 011, then the country code to call out. If you have any issues with this. Please email AskIT@amherst.edu, and let us know the country you are trying to call.
What will happen to Google Voice?
Google Voice will remain for a time. After that, it will be removed. There are no specifics on when this will be as of 5/31/24
Will the App ring while in meetings?
By default, the app will ring while you are in a meeting, but it will not remove you from said meeting. You can hide incoming calls while in a meeting by going to Settings and selecting Phone within the Zoom desktop application. From there, you will see the option to disable the phone from ringing while in meetings.
How do I see voicemails?
Voicemails will be sent to your email with a transcription of the message. You can also listen to the messages from your email and Zoom app.
Can you look up the department's main office phone numbers in the system?
In Zoom, if you type the department's name into the Zoom app, their number will appear, and you will be able to call them.
Can you block numbers?
You can block numbers as you see fit. To do this, go into your Zoom application, navigate to phone, and select History. In History click on the three dots that will appear when you hover over the number, this will open up a menu in which you can select to block the number and list your reason.
How do we get a desk phone or a new phone number?
Submit a ticket to AskIT@amherst.edu, and we will contact you about the process.