Zoom Phone Project

We are transitioning from the current Avaya phone system to Zoom Phone, a cloud-based phone service integrated with Zoom Meetings. This change is part of our ongoing commitment to improving communication tools and ensuring you have access to a reliable and modern phone system.

When the Zoom Phone project is complete, Smith community members will have the flexibility to make and receive calls using their Smith phone number without being tied to an office phone. You will be able to use the existing Zoom app on your Smith computer and other supported devices to make calls, much like using the phone app on smartphones.

It is expected that the Zoom app will meet the calling needs of many members of the community. We’ve heard from a number of other institutions that have moved to Zoom Phone that the majority of community members choose not to have a physical phone after trying out the softphone. However, those who wish to keep a physical phone can request a new phone as part of the transition or opt for one at a later date. Phones are not going away, though the expectation is that there will be fewer physical phones on campus than there are today.

Why are we making this change now?

Zoom Phone offers features that are unavailable in the existing Avaya telephone system, including enhanced capabilities for all phone users, and that better align with Smith’s current hybrid workforce.

Additionally, as part of our ongoing financial stewardship and budgetary considerations, moving to the Zoom Phone platform will lower financial and maintenance labor costs to the college. Since Zoom Phone calling capabilities can be accessed through the Zoom app, which is available on computers and mobile devices, having a physical phone is no longer a requirement to use your Smith phone number. For ITS staff, moving from the current system to the cloud-based Zoom platform significantly simplifies the maintenance and administration of telephone services on campus, translating to additional cost savings.

We understand that change can bring questions and concerns, so we’ve created this page to outline what to expect and where to get more information.

Additional Benefits & Features

Because Zoom Phone features will be added to the Zoom app (aka the Zoom desktop client) that is already used for joining Zoom Meetings, there is no new software to download, and callers will be able to move seamlessly between a Zoom phone call and a Zoom Meeting and between devices. Using the Zoom app also enables hands-free phone calls using your existing Zoom Meeting microphone and speaker and provides greater privacy when taking calls away from your desk because you can still use your Smith phone number, instead of sharing your personal cell phone number. Another benefit is that everyone with an extension will be able to receive email notifications containing transcribed voicemail messages.

Image listing six features of Zoom phone with short descriptions: Mobile and Desktop Apps, Call Transfer and Forwarding, Call Blocking, Call Conferencing, Call Delegation, and Voicemail.

What does this mean for me?

With Zoom Phone, you will be able to make and receive calls from anywhere using your assigned extension and have the following device options for calling:

The Zoom desktop app on your Smith-assigned computer
The Zoom mobile app on your personal smartphone
A physical Zoom-compatible desk phone (if you choose to have one).

You will be able to call any other campus number as well as numbers off campus.

Common area phones across campus will also be replaced with new Yealink phones. Phones located in common areas like hallways and labs can also be used to call other campus extensions, Campus Safety, and 911.

For answers to common questions, see the FAQ section.

For more detailed information about using Zoom Phone, including how to get started, see Zoom Phone.

Timeline Overview

The Smith campus and all community members will transition to the new Zoom Phone system in phases spread out over this fall and early winter. The project is scheduled to finish by the end of January 2026.

Phases, Cutovers, and Communications

During each phase, a selected group of phone numbers (extensions) will be moved over to Zoom Phone on a specific date, referred to as a cutover date. After the cutover for a specific phone number, individuals and teams assigned to handle calls for that number will need to use the Zoom softphone or a Zoom-compatible phone.

When the list of phone numbers and cutover date is finalized for each phase, we will notify all individuals and post the information on this site for convenient reference. If you have a phone number assigned to you, ITS will send communications to you as the phase and cutover date approach, and after our work is complete and your Zoom Phone is active.

Downtime Expected: We expect minimal to no downtime for the switch from Avaya to Zoom for phone numbers assigned to individuals. For teams with more advanced call handling requirements, ITS will work closely with you to configure Zoom Phone in advance. For common area phones where installation is necessary, there will be only brief downtime while the existing Avaya phone is being swapped with a Zoom-compatible one. (There's no need to request a phone for these spaces; they will be swapped out automatically.)

Planned Project Phases

Phase 0: Late September/Early October (Complete)

Status: Complete

Dates: Sept 29 to Oct 10, 2025

Cutover date: Not applicable. Zoom Phone will be active on the common area phones as they are installed.

Phone Numbers: List of phone numbers affected with new extension numbers

Plan details: During this phase of the project, ITS will replace approximately 168 existing Avaya phones (non-analog) with new Zoom-compatible phones in classrooms, labs, and hallways in the Science Center and Sage Hall. There will be no changes to phones or phone numbers assigned to individuals during this phase.

What to expect: ITS team members will be accessing the identified common areas and rooms to remove the existing Avaya phones and install Zoom-compatible Yealink phones. For rooms with restricted access, a member of the project team will work with the departments overseeing those spaces to coordinate access. Since the new phones will be active immediately upon installation, there will be no downtime during this work.

When the work is complete: After the new common area phones are installed, please be aware of a few changes:

By default, common area phones will be configured to a standard classroom setup, which allows for on-campus and emergency calling only. For a few existing common area lines, ITS is reviewing the calling needs with the space owners to determine the most appropriate configuration.
Many of these phones will be assigned a new extension number. The new extension numbers are listed in the list linked above.
All new phones will display their extension number and be clearly labeled with campus and emergency dialing information.
Making and receiving calls on these physical phones works like any standard phone.

Phase 1: October (Complete)

Status: Complete. All numbers in Phase 1 have migrated to Zoom Phone as of 11/6 at 12:02 p.m.

Dates: October 8 - November 6, 2025

Cutover Date: Thursday, November 6.

Phone Numbers: List of Phone Numbers Included in Phase 1. Those in Phase 1 can also use the Zoom Phone directory to look up other Phase 1 users and extensions.

Details: During this phase of the project, approximately 460 phone numbers for individuals (primarily staff and faculty in academic departments) will be migrated to Zoom Phone.

What to expect: ITS will communicate via email with the community members in Phase 1, providing instructions and updates as the cutover date approaches.

How to prepare: Please ensure you have completed the items under How to Prepare for the Zoom Phone Cutover PRIOR to the cutover date on Thursday, Nov 6.

When the work is complete: The change will occur midday on the cutover date. After that, those included in Phase 1 will make and receive Smith calls through Zoom Phone on their computer, mobile device, or new physical desk phone (if requested). There will be minimal disruptions to phone service. We've spelled out the details under Cutover Day - What to Expect.

Phase 2: December (Complete)

Status: Complete. All numbers in Phase 2 have migrated to Zoom Phone as of 12/9 at 12:36 p.m.

Dates: Week of November 10 - December 2025

Cutover Date: Tuesday, December 9, 2025

Phone Numbers: List of Phone Numbers Included in Phase 2. Community members in Phases 1 and 2 can also use the Zoom Phone directory to look up other users and extensions in these phases. To do this, open the Zoom app, select the Phone tab, and enter a name or number above the dial pad. (Note that during the Early Access period of Phase 2, Phase 2 extensions numbers will have an extra '3' that will be removed at cutover.)

Details: Communications for Phase 2 began the week of November 10. Community members whose phone numbers are included in Phase 2 were emailed on November 13.

What to expect: ITS will communicate directly with community members via email in Phase 2, providing instructions and updates as the cutover date approaches.

How to prepare: Please ensure you have completed the items under How to Prepare for the Zoom Phone Cutover PRIOR to the cutover date on Tuesday, Dec 9.

When the work is complete: The change will occur midday on the cutover date. After that, those included in Phase 2 will make and receive Smith calls through Zoom Phone on their computer, mobile device, or new physical desk phone (if requested). There will be minimal disruptions to phone service. We've spelled out the details under Cutover Day - What to Expect.

Phase 3: January 2026 (In Progress)

Status: In Progress

Dates: December 18 - January 15 (subject to work being completed by our telecom service provider)

Target Cutover Date: Thursday, January 15, 2026 (subject to work being completed by our telecom service provider)

Phone Numbers:

Details: During this phase of the project, ITS will replace phones in Campus Safety and the Schacht Center. Community members whose phone numbers are included in Phase 2 were emailed on December 18.

What to expect: ITS will communicate directly with community members via email in Phase 3, providing instructions and updates as the cutover date approaches.

How to prepare: Please ensure you have completed the items under How to Prepare for the Zoom Phone Cutover PRIOR to the cutover date on Thursday, January 15.

When the work is complete: The change will occur midday on the cutover date. After that, those included in Phase 3 will make and receive Smith calls through Zoom Phone on their computer, mobile device, or new physical desk phone (if requested). There will be minimal disruptions to phone service. We've spelled out the details under Cutover Day - What to Expect.

Early Access (all phases)

During each phase of the project, Zoom Phone features will be enabled for the extensions in that phase in advance of phone numbers migrating to Zoom Phone. This enables those in each phase to explore all of its features before you need to handle official business calls. The time between when Zoom Phone functions are available to you and when your Smith number is migrated on the cutover date is referred to as the early access period. We'll email you directly when your early access for your assigned phone number starts. For important information about what's different during this time and a few recommendations on where to start, visit Zoom Phone Early Access.

How to Prepare for the Zoom Phone Cutover

Get a physical desk phone if you want one (not required):

You only need to request a physical phone if you want one for your desk for your assigned extension. Physical phones in common areas of your building will automatically be replaced as part of the project work.

Remember, even if you request a physical phone, you will still have access to all the Zoom Phone "softphone" features in the Zoom desktop (and mobile) app, and can use them anytime.

Request installation or pickup by completing the Zoom Phone Request Form.
- - Installation: We will deliver and install it for you shortly after the official cutover date.
  - Pick it up and plug it in yourself: We will prepare a phone for you and notify you when it is ready for pickup at the User Support Center, Seelye B8.

Explore Zoom Phone basics and customize how and where your calls will ring:

Check out the Get Started lists on the Zoom Phone page. We’ve curated the most important things to do when just getting started, including how to control where your calls ring.

Get Support:

Post-cutover drop-in Q&A session: Mark your calendars for upcoming training and Q&A sessions and view recordings of previous training sessions. See Zoom Phone Training & Support for the schedule.

Cutover Day - What to Expect

The cutover is scheduled to begin at 11:30 a.m. and may take up to two (2) hours. Individual lines will only be affected for a few minutes as the phone number transitions to Zoom Phone.
If you are on a call on your existing Avaya phone during the cutover window, the call should not be interrupted. Aside from that, you may experience intermittent calling issues for a few minutes during the transition period. This is normal as the numbers are being ported from one carrier to another.
You will receive an email when your phone number has been successfully switched over to Zoom Phone. Until you receive that message, you can continue to use your Avaya phone as usual.
Once the cutover is complete, your extension will be your normal 4-digit extension. It will no longer be the temporary 5-digit extension that you may have observed if you took advantage of the Zoom Phone Early Access.
When calling or faxing off campus, you no longer need to dial '8' or '9' before the number.
Within 24 hours, your Avaya phone will be deactivated. Hold onto this phone until you receive further instructions about returning it to ITS.
If you have questions, join a virtual drop-in session - see your cutover email for the Zoom links.

Zoom Phone Training & Support

Live training sessions will be offered via Zoom during each phase of the Zoom Phone rollout. The sessions will be recorded, and links will be posted here for viewing at any time.

Upcoming Training Sessions

Join us for upcoming training sessions if you're able. If you're unable to attend, we encourage you to check out the recorded training sessions linked below.

Training for Phase 3 coming soon!

Upcoming Drop-In Support Sessions

An opportunity to get your questions answered after your number moves to Zoom Phone. For drop-in sessions, there is no advance registration required. Zoom link will be shared in your cutover confirmation email.

Drop in sessions for Phase 3 will be posted when the cutover date is confirmed.

Past Training Session Recordings

Zoom Phone User Training for Academic Coordinators and Administrative Assistants (10/16/25): session recording
General Zoom Phone User Training (10/20/25): slide deck, session recording
Zoom Phone User Training for Special Line Setups (12/1/25) slide deck, session recording
General Zoom Phone User Training (12/2/25) session recording

FAQ

Making and Answering Phone Calls

Will my current extension change?

Extensions assigned to individual users will not change. However, some extensions for phones in common areas will be updated. The new extension numbers will be clearly labeled on the new phones.

How will I make phone calls with the Zoom Phone system?

If you opt to use your Smith computer or mobile device, you will access Zoom Phone through the same app you use for Zoom Meetings. The interface is similar to phone applications on smartphones. See Zoom Phone for instructions on how to make and answer calls, access voicemail, and more. If you opt for a new physical phone, you will make and receive calls much like you do today on your Avaya phone. New phone models have slightly different button placement and more options and programmable features. Keep in mind that even if you opt for a physical phone, you will always have access to the Zoom Phone features through the Zoom app. Note: There is no need to dial 8 or 9 to call or fax an off-campus phone number when using Zoom Phone.

How will I make an emergency phone call and reach Campus Safety?

Throughout all phases of the project, you will be able to make emergency calls and reach Campus Safety in the same way you do today, regardless of what campus phone you are calling from. As a reminder, those numbers are as follows:

On-campus emergencies and urgent matters:
- 5555 from campus telephones
- From personal phones: 413-585-5555
Campus Safety main office number (non-emergency):
- 2490 from campus telephones
- From personal phones: 413-585-2490
Dialing 911 will always work and will connect to Northampton’s Public Safety emergency line and notify Smith College Campus Safety.

How will phones work in common areas across campus?

By default, phones in common areas (hallways, classrooms, and labs) will be replaced with new Zoom-compatible physical phones and configured with a standard classroom setup, which allows for on-campus and emergency calling only. For phones that require additional calling capabilities, ITS is happy to discuss the most appropriate configuration with space owners. A number of phones will be assigned a new extension number. All new phones will be clearly labeled with their extension number and emergency dialing information.

Will my Zoom Phone app ring during Zoom Meetings, and how can I control that?

When you are in a Zoom Meeting, incoming call notifications from your Zoom Phone app can be automatically hidden to prevent interruptions. Notifications will be suppressed while you are screen sharing. You can further customize your notification settings for incoming calls with Zoom settings. See Zoom Phone Settings for more information about adjusting your notifications.

How are fax machines impacted?

There are no changes to fax machines or their functionality. However, there are changes to external dialing through Zoom Phone; to send a fax, simply use the area code and phone number (no need to include 1 for long-distance calls or 8 or 9 to dial off campus). If you have fax numbers stored or on speed dial that include the 8 or 9 prefix, you'll need to update them.

Desk Phones

Will I be able to have a physical phone after the transition to Zoom Phone?

Yes, the ability to have a physical phone will always be an option. While using Zoom’s desktop client and mobile app offers the most phone features and using the app has larger cost savings to the college, Zoom-compatible physical phones can be requested for those individuals or teams who prefer one. Some departments and individuals have already been identified as having a demonstrated need and will be issued physical phones for their extensions as part of their transition. Important note: You only need to request a physical phone if you want one for your desk for your assigned individual extension. Physical phones in common areas of your building will automatically be replaced as part of the project work.

If you only use your phone for your individual extension and are unsure if you’ll need a new one, we recommend trying the Zoom Phone softphone and its features before requesting a physical phone. You may find you like the softphone features. Check out the Zoom Phone page to learn more about these. Throughout the project, there will be opportunities for you to experience Zoom Phone to help you decide. If you need more guidance, ITS is happy to consult with you.

If you determine that a physical phone is desired, you can request one by completing the Zoom Phone Request Form at any time. And, even if you opt for a physical phone, you will always have access to the Zoom Phone features through the Zoom app.

Why are we not replacing all existing phones with new Zoom-compatible phones?

Moving to the Zoom Phone platform offers several key benefits to the college. By leveraging the software-based application, we can significantly reduce financial and maintenance costs, as well as minimize electronic waste over time. The robust platform and feature-rich capabilities available through the Zoom app provide greater flexibility and improved functionality.

Will ITS provide me with a headset to use with my Smith computer?

It is not within the ITS project scope to purchase headsets for all users. The same audio device(s) you use to join Zoom Meetings will work for Zoom Phone calls. If you believe you have additional hardware needs, we suggest checking with your department supervisor. You may also request a desk phone at any time.

What happens to my Avaya phone? Can I still use it after my number is migrated to Zoom Phone?

Once your phone number has been migrated to Zoom, your current Avaya phone will no longer work. You will be able to make and receive calls through your Zoom application, or you can request a new Zoom-compatible phone. After cutover, you can drop off your Avaya phone at the User Support Center (Seelye Hall B8) during business hours, or you can hold onto it until ITS provides details about collection in January.

Project Support & Questions

How do I know what phase I'm in?

You will receive an email from ITS at the start of the phase that you are a part of. This email contains your planned cutover date and detailed instructions.

Will I be able to see the Zoom Phone features in advance?

Yes. Approximately two weeks before your phone number is transitioned to Zoom, the Phone features will be available to you within the Zoom app. This will allow you to familiarize yourself with the user interface and configure your personal settings, including your voicemail greeting and call handling preferences. For details, see Zoom Phone Early Access. You will receive an email with specific instructions on how to access this, the date of your cutover, and the date you can first see the Phone features. Additionally, we will also post information under the timeline section of this page.

What should I know as the project progresses?

Information about each phase of the project will be shared with the community on this website and through timed email communications. For each phase, when the list of phone numbers and cutover date is finalized, we will notify individuals and post the information on this site for convenient reference. If you have a phone number assigned to you, ITS will send communications to you as the phase and cutover date approach, and after our work is complete and your Zoom Phone is active.

You can also bookmark this page and check for updates regularly; the page's last update date is noted under the title.

Will training be provided? How can I find out more?

Virtual live training will be provided at scheduled times throughout the project; sessions will be recorded and posted online for viewing at any time. The live training schedule will be posted under the Training section on this page and included in project communications for each phase. The Zoom Phone page also contains links to helpful online resources and instructional videos to help you get familiar with advanced features. And, shortly after go-live for each phase, drop-in support hours will be offered for anyone with questions.

What happens if I am on a phone call when the cutover happens?

Your call will not be disrupted. Your phone number will be switched to Zoom after the call has ended.

How can I get support after the project is completed?

Submit an ITS ticket as you normally would. See Request Help to submit a ticket online or email ithelp@smith.edu. Please include your extension number in your request.

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