Zoom Phone Early Access

Before your Smith phone number is migrated to Zoom Phone on the cutover date, Zoom Phone features will be enabled within your Zoom application. This will provide you with the opportunity to explore all of its features before you need to handle official business calls. The time between when the phone functions are available to you and when your Smith number is migrated is referred to here as the early access period.

What's Different During Early Access

During your early access to Zoom Phone, a few things will look and function a bit differently than what you’ll see after the migration to Zoom Phone is complete on the cutover date. Including:

A temporary 5-digit extension number. You will have a 1-digit prefix (the number '3') before your usual 4-digit Smith extension e.g. 32082. See below on how to find and confirm your extension.
You will need to dial an intermediate number to place test calls to yourself on Zoom Phone. See instructions below.
When placing test calls from your Zoom app, your caller id will temporarily be the Smith main number. After the cutover, by default, it will be your regular extension number.
The Zoom Phone directory may have names that will not appear in the final directory.
If you currently answer the phone for multiple lines, have shared line groups, automated attendants, or other special call handling set up, those should also be set up now. (These setups are most applicable to academic coordinators, administrative assistants, and teams with special lines.)

Things to Explore During Early Access

We encourage you to start exploring and preparing for the transition to Zoom Phone now. This will give you an opportunity to get comfortable with the many features that Zoom Phone has to offer, without using a physical desk phone. The following items are just a few recommendations on where to start.

Sign In

If you have never signed into Zoom before, please see Activate and Sign In for instructions. Here you will also find a link to download the Zoom application. (By default, ITS installs the Zoom desktop application on all Smith-assigned computers.)

IMPORTANT: To make and receive calls through the Zoom app on your computer or mobile device, you must sign in to Zoom with your Smith username and password.

Confirm Your Extension Number

During the early access period, you will be able to confirm that your extension number has been set up correctly. However, you will see a temporary prefix in front of your regular extension number (typically a '3') that will go away when your number is migrated on the cutover date.

From the Phone tab in the Zoom app, confirm your extension number displayed below the keypad. This should be the last four (4) digits displayed below the keypad. If the last 4 digits do NOT match your assigned Smith extension, please email ithelp@smith.edu.
When your phone number is migrated to Zoom Phone on the cutover date, only the last 4 digits will appear as your phone extension, and your number will look like a normal phone number. The '3' prefix to the left of your extension will go away at cutover.

Zoom Phone Early Access - select Phone tab.mp4

You will use the temporary 5-digit extension number for test calls to your Smith phone extension. To call your number from an external phone, dial 413-585-3300 and enter the temporary 5-digit extension number.

For Academic Coordinators, Administrative Assistants, and others with special call handling responsibilities:

If you have the ability to answer more than one line (extension), confirm that those appear under the Lines as well - select the Lines tab on the left side of the screen. (Note that configuration of these setups will happen over several days during the Early Access period)

Place Outgoing Calls

To use Zoom Phone to place an outgoing call.

From the Phone tab in the Zoom app, use the keypad to place an outgoing call. You no longer need to dial 8 or 9 before the number.

For additional instructions, see Making and Receiving Calls.

Answer Incoming Calls

To answer incoming calls using Zoom Phone on your computer.

From another phone such as your cell phone, call your Zoom Phone extension. To call your number during your early access period, dial 413-585-3300 and enter the temporary 5-digit extension number.
On the computer where you are signed into Zoom, a pop-up will display. Answer the call by selecting Accept.
Experiment with the different in-call options.

For additional instructions, see Using In-Call Controls.

Voicemail

To view and listen to your voicemail messages:

Make another call to your temporary phone number (extension) and leave a voicemail.
From the Phone tab in the Zoom app, select Voicemail to view all of your voicemail messages. Listen to the message and view the transcript. For more information, see Checking Voicemail Messages.
- - Optionally, you listen to voicemail messages from your mobile device.
From your Smith email account, view the copy of the transcript emailed to you.
From the Zoom Web Portal (smith.zoom.us), set up a customized voicemail greeting. For more information, see Recording and Selecting a Voicemail Greeting.

Phone Directory

Zoom Phone has a contact directory and offers convenient call-by-name functionality. To try this out, you’ll need to call a Smith community member who also has Zoom Phone enabled i.e. has early access or was part of an earlier phase.

Navigate to the Phone tab in the Zoom app.
Above the keypad, start typing a person’s name to search the directory. Alternatively, type in an extension number. Their contact information will appear. (If it doesn’t, they may not yet be fully migrated to Zoom Phone.)
Select the contact to place a call.

Zoom Phone Early Access - Directory.mp4

Convert a Phone Call to a Zoom Meeting

Zoom Phone provides the ability to convert a Zoom Phone call to a Zoom Meeting while on the call.

While on a Zoom phone call with another person using Zoom Phone, select Meet to convert the phone call to a Zoom Meeting.

Special Lines Programming - Test and Verify

As of December 3, Zoom has completed the migration and configuration of all existing special phone line programming in the Zoom Phone system for Phase 2 phone numbers. These special setups include:

Shared phone lines
Delegations
Call queues
Auto receptionists
Busy lamp fields (also referred to as speed dial buttons)

If you currently have or use any of these, we recommend signing in to the Zoom application to test and verify your current setup.

View Shared Lines, Call Queues, and Delegations in the Zoom App

To see other lines that you manage or shared groups that you are a part of:

Sign in to the Zoom app using SSO.
From the top menu, select Phone.
From the left-side Phone menu, select Lines.
If you have delegated lines or are part of a shared line group or queue, you will see that information listed below your primary line.

For additional information:

Watch the chapter View Shared and Delegated Lines from the Smith Zoom Phone training held on 12/1 (13:19 - 14:25).

Answer Calls for Shared or Delegated Numbers

To test answering calls made to a shared or delegated number, use the '3' prefix plus the four-digit extension to place a call. Note: The prefix is only necessary during the Early Access period.

If you are a delegate (one who answers calls for another number), verify that a call placed to the delegated extension rings to your Zoom app.
For shared lines, arrange a time when all or most members of the team are available and signed in to the Zoom app. Verify that everyone in the group receives the incoming calls. See these Shared Line Group Testing Items for a short list of things to look for, including call status and voicemail access.

For additional information:

See the Zoom help article: Using Shared Line Groups
Watch the chapter Answering a Shared Line Call and Opting out from our Smith Zoom Phone training held on 12/1 (35:00 - 37:08).

Designated administrators of department shared lines can view the setup:

Sign in to the Zoom web portal.
From the left-side menu, select Phone System Management, then Shared Lines.
For detailed information about call queue settings, see the Zoom article: Changing Shared Line Settings

Update Delegations

If you need to make changes to existing delegations or add new delegations in the future, you can manage delegations in your Zoom settings. To view delegations via the Zoom Web Portal:

Sign in to the Zoom Web Portal.
From the left-side menu, select Phone, then select the Settings tab.
Scroll down to the Delegation and Assistant section. The current setup will display.

For detailed information about the delegation settings and how to update them:

See the Zoom article Setting Up Call Delegation.
Watch the chapter Delegation from our Smith Zoom Phone training on 12/1 (32:05 - 34:30)

Answer Calls for Call Queues

To test answering calls made to a number managed with a call queue, use the '3' prefix plus the four-digit extension to place a call. Note: The prefix is only necessary during the Early Access period.

Arrange a time when all or most members of the call queue are available and signed in to the Zoom app. Place a test call and verify that calls ring to the correct team members in the expected order.

Designated administrators of department lines managed with call queues can view the queue setup:

Sign in to the Zoom web portal.
From the left-side menu, select Phone System Management, then Call Queues.
For detailed information about call queue settings, see the Zoom article: Changing Call Queue Settings

Verify Auto Receptionist Menu Options

For department phone numbers with automated menu options, use the '3' prefix plus the four-digit extension to place a call to the main number. Note: The prefix is only necessary during the Early Access period.

Listen to and verify menu options and greetings, and ensure that calls are forwarded to the correct extensions.

Designated administrators of department lines managed with auto receptionist can view the menu options:

Sign in to the Zoom web portal.
From the left-side menu, select Phone System Management, then Auto Receptionists.
For detailed information about auto receptionist settings, see the Zoom article: Changing Auto Receptionist Settings

Busy Lamp Fields and Line Keys

Speed dial allows a phone number to be assigned to a line key on a physical phone and call the number with one-touch by pressing the physical line key on your phone. A busy lamp field (BLF) provide the same convenience and also enables you to see the call status of the other line, e.g. if the line is busy. (Note that only another Smith phone number can be programmed as a BLF.)

You can view BLFs that have been pre-configured for your phone number, even before a new Zoom-compatible phone is installed. To access and view your current BLF and line key configuration:

Sign in to the Zoom web portal.
From the left-side menu, select Phone, then select the Settings tab.
Scroll down to the Desk Phone section. Next to Keys & Positions, select View or Edit.

For information on how to edit, rearrange, and add more lines:

See the Zoom article Setting Up Speed Dial and Busy Lamp Field (refer to the instructions under the “User” headings)
Watch the chapter Assign Phone Keys from the Smith Zoom Phone training on 12/1 (25:18-32:04)

While line status can be determined using BLFs and line keys on physical phones, the Zoom app displays phone line status for all starred contacts, numbers that you select as "star this contact" and displayed under the Starred tab. Additionally, the Zoom app indicates if the contact is in a Zoom Meeting and even if they are currently busy presenting.

Add Administrators of Call Queues and Auto Receptionist

If additional users should be granted access to administer a call queue setup or auto receptionist menus and recordings for your area, submit a support request or email ithelp@smith.edu.

Additional Settings and Features

At this time, you can begin to customize your settings in the Zoom Web Portal, including choosing which devices ring when calls come in and creating a voicemail greeting. See the Get Started section on the Zoom Phone page for details.

If you'd like to request a physical phone, complete the Zoom Phone Request Form.

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