Information Technology Services > Zoom Phone: Post-Migration Guide

Zoom Phone: Post-Migration Guide

Your WSU Zoom Phone activation is complete. This guide outlines what to expect following your migration.

Before You Get Started

Your phone service now lives in Zoom Workplace:

  • Your primary phone experience has moved to the Zoom Workplace application. Services tied to Cisco, including Jabber or old physical phones, no longer work after your number is transitioned to Zoom Phone.
  • Unless you have been provided a physical phone, you will use the same headset, headphones, microphone, and other audio devices that you currently use for Zoom meetings to make and receive Zoom Phone calls.

Your phone number and extension stay the same:

  • You will continue using your existing 10-digit WSU phone number and your existing 5-digit extension. Colleagues and external callers can still reach you using your current contact number.

Watch for External Emails

You may receive one or more automated Zoom emails in the days following your migration. These emails may reference your phone number, extension, or PIN code.

No action is required if you receive all or some of these emails. In some cases, information in the emails may differ from what appears in Zoom Workplace. If you can make and receive calls successfully, you can disregard these messages.

This email welcomes you to Zoom Phone, provides your extension number and PIN code, and shares general Zoom Phone support articles.

Zoom email confirming Zoom Phone activation for a Washington State University user. The message states that Zoom Phone has been activated and includes the user's extension number, PIN code, a link to access Zoom Phone, and links to setup resources and support documentation

This email confirms your 10-digit phone number.

Zoom email notifying a Washington State University user that a direct phone number has been assigned. The message displays the assigned phone number, explains that Zoom applications can be used to make and receive calls, and provides information about SMS activation and emergency address requirements

This email confirms your 5-digit extension.

Zoom email informing a Washington State University user that a new Zoom Phone extension has been assigned. The message includes the extension number and explains that the extension can be used to make and receive calls with Zoom Phone
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Access Zoom Phone

Your phone service is accessed through the Zoom Workplace application. If you have previously used Zoom for meetings, you will now see additional phone capabilities within the same application.

Ensure Zoom Workplace is installed on the device you intend to use for your WSU phone calls: Download Zoom

1. Open the Zoom Workplace application on your computer.

2. Sign in using your WSU account.

3. From the Home tab, locate the the Phone tab.

Zoom Workplace home screen with a red arrow pointing to the Phone icon in the left navigation menu, indicating where users can select Phone to access Zoom Phone features

4. Begin utilizing Zoom Phone features.

Zoom Workplace desktop application with the Phone tab open. The screen displays the Zoom Phone dial pad, a number entry field, and caller ID information, showing where users can place phone calls from the Zoom application

Please Note: Calls made through the Zoom mobile app use your WSU phone number, not your personal mobile number.

1. Open the Zoom Workplace application on your phone.

2. Sign in using your WSU account.

3. From the Home tab, locate the Phone tab.

Screenshot of the Zoom Workplace mobile app with the Phone tab selected in the bottom navigation menu. A red arrow points to the Phone icon, indicating where users can tap to access Zoom Phone features. The screen shows the Phone section with tabs for History, Voicemail, Lines, SMS, and Fax, and a message stating, “No phone calls yet.”

If the Phone tab is missing in your Zoom app:

  • Sign out and back into Zoom
  • Verify you are using the latest version of the application
  • Contact your local IT support team if the issue continues
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Set Your Emergency Location

Zoom Phone uses your emergency location information to help emergency responders identify your location if you place an emergency call. Verify that your emergency location is accurate and reflects the physical location where you primarily work.

1. Navigate to your Zoom Phone settings via the WSU Zoom web portal.

2. Locate the Emergency Address section. This will list your default WSU location and can be corrected as needed.

3. If you primarily work remote, To add a different address, select the Personal Emergency Address button.

Zoom web portal settings page with Zoom Phone selected. The Emergency Address section is highlighted, and a red arrow points to the Personal Emergency Address link, indicating where users can manage their emergency address for Zoom Phone

4. Select the Add button.

Zoom Phone Personal Emergency Address page. A red arrow points to the Add button, showing where users can select Add to create a new personal emergency address

5. Enter your emergency address location and select the Save button.

Zoom Phone Add Personal Emergency Address dialog box with fields for country and street address. A red arrow points to the Save button, indicating where users select Save after entering their emergency address information

6. Return to your Zoom Phone settings.

7. Locate the Emergency Address section and select the Edit button.

Zoom Phone Settings page displaying the current Emergency Address. A red arrow points to the Edit link in the Emergency Address section, indicating where users can modify their emergency address settings

8. Select the Choose a Personal Address button.

9. Select your preferred address from the dropdown menu and select the Save button.

Zoom Phone Settings page with Choose a personal address selected under Emergency Address settings. A personal emergency address selection field is displayed, showing where users can choose a saved personal emergency address before saving the change
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Review Voicemail Settings

You will start with a new, empty voicemail inbox after moving Zoom Phone. Voicemail messages from the previous Cisco phone system are not transferred to Zoom Phone.

By default, new voicemail messages are available in Zoom Workplace and are also delivered to your email with both an audio recording and a transcription. 

Learn how to manage your voicemail messages on every Zoom Phone platform.

Voicemail messages can be up to five minutes long and are displayed in reverse chronological order, with the most recent messages at the top. If a number has a caller ID name or matches an internal contact, the name is displayed above the number, and unplayed messages are marked with a blue dot.

1. Navigate to your Zoom Phone settings via the WSU Zoom web portal.

2. Locate the Call Handling section.

Zoom Phone Settings page in the Zoom web portal. The Call Handling section is highlighted, indicating where users can manage voicemail and other phone settings

3. In the Call Handling section, locate the Greeting & Leave Voicemail Instruction option.

4. Select the Edit button.

5. Select the Add Audio option from the dropdown menu.

Zoom Phone Call Handling settings page. The Greeting & Leave voicemail instruction section is highlighted, and a red arrow points to the Add Audio option, showing where users can add a custom voicemail greeting

6. Select one of three options for creating a new voicemail greeting:

  • Text to Speech: Enter a message that will be automatically converted into speech.
Zoom Phone Add Audio dialog box with the Text to Speech tab selected. Fields are available for entering a greeting message and selecting a voice. Red arrows highlight the Text to Speech option and the Add button, indicating where users create and save a text-to-speech voicemail greeting
  • Upload: Upload a pre-recorded audio file.
Zoom Phone Add Audio dialog box with the Upload tab selected. Red arrows highlight the Upload tab, the Upload button used to select an MP3 or WAV audio file, and the Add button used to save the uploaded voicemail greeting
  • Record by Computer: Permission for your web browser to utilize your microphone is required. Use the microphone connected to your computer to record a message.
Zoom Phone Add Audio dialog box with the Record by Computer tab selected. Red arrows highlight the Record by Computer option, the record button used to create a voicemail greeting, and the Add button used to save the recording after it is completed
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Review Call Handling Settings

Zoom Phone allows you to control how incoming calls are routed throughout the day. Review your call handling settings to determine what happens to calls during your business, closed, break, and holiday hours.

Each routing schedule can be configured with its own voicemail greeting.

1. Navigate to your Zoom Phone settings via the WSU Zoom web portal.

2. Locate the Call Handling section.

Zoom Phone Settings page in the Zoom web portal. The Call Handling section is highlighted, indicating where users can manage voicemail and other phone settings

3. Customize specific hours and how calls are handled during those certain timeframes to best fit your needs:

  • Business Hours:
Zoom Phone Settings page showing the Business Hours section within Call Handling. The Business Hours heading is highlighted, indicating where users can manage call routing, ringing options, and voicemail settings during standard business hours
  • Closed Hours:
Zoom Phone Settings page showing the Closed Hours section. The Closed Hours heading is highlighted, indicating where users can configure call handling and voicemail behavior when calls are received outside of business hours
  • Break Hours:
Zoom Phone Settings page showing the Break Hours section. The Break Hours heading is highlighted, indicating where users can configure call handling settings for scheduled break periods when different routing or voicemail options may be applied
  • Holiday Hours:
Zoom Phone Settings page showing the Holiday Hours section within Call Handling. The Holiday Hours heading is highlighted, indicating where users can manage call routing, voicemail greetings, and other call-handling settings that apply during scheduled holidays

Learn More: Call Handling for Closed Hours and Holiday Hours

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Test Your Phone Service

Take a few minutes to confirm that Zoom Phone is working as expected after you migrate. Testing your service early can help identify and resolve any issues before you miss an important call.

  • Call your WSU phone number from another phone (such as a personal cell phone) and confirm the call rings through.
  • Answer the call using Zoom Workplace.
  • Let a call go unanswered and verify that it routes to voicemail.
  • Leave yourself a test voicemail and confirm that:
    • The voicemail appears in Zoom Workplace.
    • A voicemail notification email is received.
    • A voicemail transcription is generated.
  • Place a test call to a coworker using their 5-digit extension.
  • Place a test call to an external phone number.
  • If your role relies on advanced calling features, test those as well.

Support Resources

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