Zoom Phone is an add-on to the Zoom meeting software installed on Colby computers and mobile devices. It functions the in the same way as a campus telephone extension while also affording significant mobility, ease-of-use, and self-service options. A major advantage of Zoom phone is its portability - with the application installed on your computer, smart phone, or tablet, you can make and receive calls from your Colby telephone extension from anywhere you are. This knowledge base article includes a short checklist to get started and links to informational articles to help use Zoom Phone.
Getting Started
Zoom Features Guide
How to make a Zoom Phone Call
1. In the Zoom Application, click the Phone icon in the top menu. If you do not see a phone icon in your Zoom application, sign out and sign back in (making sure to select colby.zoom.us as the sign-on domain. If you still do not see a phone icon, contact the ITS support center.
2. Enter a Name or Phone number manually or click the Keyboard Number Pad.
3. Click on the blue Phone icon to make the call.
How to Update Your Personal Emergency Address
Important for remote workers: When using Zoom Phone from the Colby campus networks, location information is automatically updated. Because Zoom Phone is easily transportable and will work on any Internet or WiFi connection, it is important to ensure that your Zoom Phone is configured with your working location if that location is not on Colby's main campus or downtown Waterville buildings. Steps to view and update this information is listed below. The Zoom Phone app on a smartphone will automatically update the location using the device's location services.
NOTE: If you would like to confirm that the address being reported is correct at any time, you may call 933, which will provide feedback with the address that would be reported in case of emergency.
1. Login to Zoom application. If you see the red arrow icon below, the Zoom Phone app will prompt you to enter a new address, and you must update your personal emergency address following the steps below.
2. Click on the Phone icon.
3. Click on the red arrow on the top right, then click Confirm if the address Zoom is prompting is correct. (Note: If the arrow color is grey, you must first enable location services in the system settings). If the address is incorrect, then Click Wrong Update it. (NOTE: ******* is not a valid address and must be changed).
4. You will be prompted to Update your Emergency Address. Select an address from the Update Emergency Address dropdown.
5. If the address is not listed on the drop-down, click Add a New Emergency Address.
6. **IMPORTANT** Enter the physical address where you are currently located with the following information:
- Country/Region
- Street Address (Address Line 1)
- Floor/Suite/Room Number (Address Line 2)
- State/Province/Territory
- City
- Zip/Postal Code
7. Read the terms next to the first checkbox and select it. Check the second box if you want this to be your default address (your primary work location where you often use Zoom Pone). Click Save.
Note: When setting the personal emergency address as the default one, you must be physically present at the location you are setting up as your default one. For example, you can't do the setup in the office and put in your home address. The address you enter has to be the location you are physically at.
8. You will receive confirmation as “Emergency Address Updated” (a pop-up will appear on the right of the window).
NOTE: If you would like to confirm that the address being reported is correct at any time, you may call 933, which will provide feedback with the address that would be reported in case of emergency.
How to manage Zoom Phone Voicemail settings
1. Navigate to the Zoom web portal via the link - https://colby.zoom.us/profile
2. In the left menu, click on Phone, then click on the Settings tab.
3. Scroll down to the Call Handling section.
4. Under Greeting & Leave voicemail instructions, click on the Edit link.
5. From the dropdown menu, select Add Audio.
6. Click the Record by Computer tab.
7. You will then be prompted to enter or select an Asset Name (e.g., Joe Bruin's Voicemail), Category (e.g., Voicemail Greeting), and Language (e.g., American English).
8. Under the Record Audio section, click on the Record button to begin recording your voicemail.
9. To stop recording, click the Stop button.
8. To listen to the recording, click the Play button.
To re-record a voicemail, click the Record Again link.
9. Once satisfied with your recording, click the Add button to save your voicemail recording.
Add a Voicemail Using Text-to-speech
1. Navigate to the Zoom web portal via the link - https://colby.zoom.us/profile
2. Click the Phone link located in the left menu.
3. Click the Settings tab.
4. Scroll down to the Call Handling section.
5. Under Greeting & Leave Voicemail Instruction, click on the Edit link.
6. From the dropdown menu, select Add Audio.
7. Click the Text to Speech tab.
8. You will then be prompted to enter or select an Asset Name (e.g., Bob Park's Voicemail), Category (e.g., Voicemail Greeting), Language (e.g., American English), and Voice (e.g., Kevin-Male).
9. In the Message to Play text box, type the desired message for your voicemail greeting (e.g., "Hi, this is Bob Park. Please leave a message").
10. To preview your voicemail message, click the Play link in the lower left of the Message to Play section.
11. When you are satisfied with your recording, click the Add button to save your recording to the system.
Upload Voicemail Audio
1. Navigate to the Zoom web portal via the link - https://colby.zoom.us/profile
2. Click the Phone link located in the left menu.
3. Click the Settings tab.
4. Scroll down to the Call Handling section.
5. Under Greeting & Leave Voicemail Instruction, click on the Edit link.
6. From the dropdown menu, select Add Audio.
7. Select the Upload tab.
8. You will then be prompted to enter or select an Asset Name (e.g., Bob Park's Voicemail), Category (e.g., Voicemail Greeting), and Language (e.g., American English).
9. Click the Upload button to search for the .mp3 or .wav file you want to upload from your computer. Note: Each file must be less than 10 MB.
10. Click the Add button to save your audio to the system.
How to Manage Your Voicemail Messages using the Zoom Web Portal
1. Navigate to the Zoom web portal via the link - https://colby.zoom.us/profile
2. Click the Phone link located in the left menu.
3. Click the Voicemail tab.
All voicemails received will be displayed.
There are several ways to filter your voicemails:
- Enter a From and To date
- Search by Name, Ext. or Number
- Click the Status (All) dropdown menu to filter by Status (All), Unread Read, or Follow Up.
- Click the Type (All) dropdown menu to filter by Type (All), Normal, Spam, or Maybe Spam.
4. Click the Play button in the voicemail column to listen to a voicemail.
5. Click the Download button to export a voicemail to your computer.
6. Click the 3 Dots icon to delete a voicemail (Note: if you do not see it, expand your window).
Alternatively, select the desired voicemail entry and click the Delete link to Delete a voicemail.
Or, to block a phone number, select the desired voicemail entry and click the Block link.
How to Manage Your Voicemail Messages using the Zoom Desktop Application
1. In the Zoom Application, click the Phone icon in the top menu.
All voicemails received will be displayed on the left of the number pad.
There are several ways to filter your voicemails:
- Enter a From and To date
- Search by Name, Ext. or Number
- Click the Status (All) dropdown menu to filter by Status (All), Unread Read, or Follow Up.
- Click the Type (All) dropdown menu to filter by Type (All), Normal, Spam, or Maybe Spam.
2. Click the Play icon to listen to the selected message.
3. Click the 3 Dots icon to access more options such as Delete, Share, Download, and Mark as Read.
How to transfer Zoom Phone call
1. In the Zoom Application, Accept the Incoming Call.
2. Click the Transfer icon:
The caller will automatically be placed on Hold.
3. Enter a Name or Phone Number to transfer the caller to.
4. Click the Transfer icon to transfer the caller.
5. Select the desired Transfer option:
How to Add Contacts in the Zoom Desktop Application
1. Sign into the Zoom Desktop Application using your Colby Login ID and Password.
2. From the top menu, click on the Contacts tab.
3. In the top-left corner of the contacts menu, click the Add (+) icon and select Invite a Zoom Contact.
4. You will then be prompted to enter the Contact's Email Address you want to add. Once you enter the email, click on Invite.
4. A pop-up message will either state that the Individual is Already Your Contact or that An Invitation Has Been Sent to Them. Depending on the pop-up message, click Start Chat or OK.
Repeat the steps for any additional contacts.
How to Add Contacts in the Mobile Application
1. Sign into the Zoom Mobile Application using your Colby Login ID and Password.
2. From the bottom menu, click on the Contacts tab.
3. Click the Add (+) icon in the top-right corner and select Invite a Zoom Contact.
4. You will then be prompted to enter the Contact's Email Address you want to add. Once you enter the email, click on Add.
5. A pop-up message will either state that the Individual is Already Your Contact or that An Invitation Has Been Sent to Them. Depending on the pop-up message, click Open Chat or OK.
Repeat the steps for any additional contacts.
How to start a Zoom Phone call while in a Zoom Meeting
1. While in a Zoom meeting, navigate to the home screen of the Zoom client or app:
- Desktop client: Open the main Zoom window.
- Mobile app (Android): Tap the back button at the screen's bottom-left corner.
- Mobile app (iOS): Tap More, and then you must Minimize Meeting.
2. Make or receive a Zoom Phone call. If you receive a Zoom Phone call, click/tap Hold Meeting Audio & Accept in the call notification. If you haven't joined the meeting audio, click/tap Accept.
3. Zoom will display a message to confirm the switch. Click/tap Continue.
Note: Zoom will continue to display your meeting video to participants
See the next section if you want to switch back to the meeting
Switch audio from a Zoom Phone call to a Zoom Meeting
1. While in a Zoom Phone call, navigate to the in-meeting controls:
- Desktop client: Click the Home tab, then click Back to Meeting.
- Mobile app: Tap the In meeting floating notification icon:
2. Click/tap Join Audio in the meeting controls:
The Zoom Phone call will be placed on hold
How to start a Zoom Meeting while in a Zoom Phone call
1. While in a Zoom Phone call, go back to the home screen of the Zoom client or app:
- Desktop client: Click the Home tab.
- Mobile app (Android): Tap the back button at the screen's bottom-left corner.
- Mobile app (iOS): Tap More then Minimize Meeting
2. Join or start a Zoom meeting.
3. Click/tap Continue.
See the next section to switch back to the Zoom meeting.
Switch audio from a Zoom Meeting to a Zoom Phone call
1. While in a Zoom meeting, navigate to the in-call controls:
- Desktop: Open the main Zoom window and click the Phone tab.
- Mobile: Tap the On Hold floating notification icon:
2. Click/tap Unhold using the in-call controls:
Note: Zoom will continue to display your video to participants in the meeting.
How to merge a Zoom Phone call into a Zoom Meeting
1. Follow one of the sections above to start a Zoom Phone call or Zoom meeting.
Make sure that the Zoom Phone audio is active. If the audio is not active, switch audio from the meeting to Zoom Phone.
2. Click/tap Meet using the in-call controls.
3. Click/tap Merge. Zoom will add the call participant to the Zoom meeting. If you have a waiting room enabled for the meeting, the call participant will be added to the waiting room for you to admit.
Manage Zoom Phone Call Handling Settings
1. Navigate to the Zoom web portal via the link - https://colby.zoom.us/profile
2. In the left menu, click on Phone, then click on the Settings tab.
3. Scroll down to the Call Handling section and adjust the settings as desired:
- Business Hours - Define your work hours when you want to be able to receive calls. Leave set to the default "24 hours a day, 7 days a week" if you want to always get calls.
- Call Handling - Choose which Zoom apps (desktop and/or mobile) on which you want to receive calls during your defined business hours. Careful - Turning them all of means your Zoom Phone will not ring.
- Call Handling Ring Mode - Simultaneous (all Zoom apps where you are logged in ring at the same time) or Sequential (one after the other)
- Max Wait Time - How long to wait before the When a Call is Not Answered action (below) is triggered.
- When I'm Busy on Another Call - Options for additional inbound calls, including using call waiting, sending to voicemail, forwarding to another number, etc.
- When a Call is Not Answered - Action for calls you do not pick up. Options include sending to voicemail, disconnecting, or forwarding.
- Allow Callers to Reach an Operator - Optional. Check and select an operator type (e.g. user) and then search by name or extension number.
- Greeting & Leave voicemail instruction - to set up a greeting.
- Holiday List & Call Handling - To add or change holidays where you want to configure different call handling, such as sending calls to voicemail.
How to Manage Zoom Phone Audio Settings
Select or Change Audio Devices
1. In the Zoom application, click your User Profile icon at the screen's top right.
2. From the dropdown menu, select Settings.
3. In the menu on the left, click the Audio tab.
4. Under the Speaker section, click the dropdown arrow and select a speaker Audio Device (e.g., Speakers or Headphones).
5. Under the Microphone section, click the dropdown arrow and select a microphone Audio Device (e.g., Microphone).
Troubleshooting Audio During a Call
1. If you experience audio issues using the Zoom Desktop Application during a call, click the Audio icon.
2. The Settings screen will display.
3. Under the Speaker section, click the dropdown arrow and select a speaker Audio Device (e.g., Speakers or Headphones).
4. Under the Microphone section, click the dropdown arrow and select a microphone Audio Device (e.g., Microphone).
Note: On some Microsoft PC Laptops that use docking stations, your monitor (e.g., Dell Monitor display) might display as an audio device. Be sure to select a speaker or microphone device instead to receive audio.