Zoom Phone

Zoom Phone replaces USC’s costly legacy telephony and communications systems that have limited ability to support how our campuses operate today and in the future. The transition to Zoom Phone will deliver a highly available, forward-looking digital campus communication platform that encompasses phone, video and data services to support more than 20,000 faculty and staff.

The following Transition Toolkit provides key information about the overall project as well as training and support resources for faculty and staff.

Campus Voice Overview

Project Overview

The transition to Zoom Phone, also known as the Campus Voice project, will provide a better experience for faculty and staff with added capabilities to boost productivity in today’s university environment. In addition to its ease of use, Zoom Phone features include the ability to view call history, statistics, and recordings and transfer calls to different devices. This call-flip ability allows moving between mobile apps, desktop apps and desk-phones/cellphones by placing the call on hold and resuming it from another device.

Faculty and staff will have the opportunity to adopt software-based phones (softphones) that provide these additional benefits:

Easy to use: Dialing numbers is as easy as a couple of mouse clicks. Find university contacts quickly by typing in the name for a list of auto-populated options.

Mobile: With you wherever you go to work.

Environmentally friendly: Use your existing mobile phones or desktop computer without the need of additional hardware.

In addition, the transition to Zoom Phone will provide cost savings that can fund additional technology investments, while providing a state-of-the-art telephony solution worthy of a world-class institution such as USC.


Enhanced 911 (E911)

Zoom Phone provides greater emergency capabilities for our USC community through its Enhanced 911 features, including the ability to dynamically track the location of users as they move around campus or to other places to ensure their location is up to date in the event of an emergency. The Department of Public Safety (DPS) will now be notified of any 911 calls.

E911 allows law enforcement to determine the location of 911 calls. This system ensures the university follows the FCC regulations of Kari’s Law and Ray Baum’s Act of 2018.

Watch this brief Zoom video to learn more about the nomadic E911 functionality.

FAQs

GENERAL INFORMATION

What is the Campus Voice project?

  • The Campus Voice project is Information Technology Services (ITS)’ effort to replace USC’s existing, high-cost telephone (also known as “voice”) services that are no longer serving USC’s current or future needs.
  • These services will be replaced by a new cloud-based voice platform from Zoom, called Zoom Phonethat will simplify operations and management, enhance reporting and improve availability within a secure and compliant environment. 

What is the timeline to implement this new platform?

  • We expect this transition to take approximately 18 months, and every effort is being made to accelerate this timeline. Since February 2021, ITS has been working closely with each school and unit to ensure we communicate the appropriate details and create the best schedule for this major transition. 

What will happen to our existing phone numbers? 

  • Most existing phone numbers can be retained and transferred into the new platform.
  • If possible, we are asking faculty and staff to retain existing number(s) only when business factors require it

Will we be able to keep our desk phones?

  • All desk phones will need to be replaced with the Zoom Phone (application + optional computer headset) or Zoom-enabled desk phone to work with the new Zoom Phone service.
  • Zoom Phone will be accessible through the Zoom Meeting application or mobile option.
  • Faculty and staff will be highly encouraged to use Zoom Phone over a replacement desk phone. 

What are the benefits of using Zoom Phone?

  • Ease of Use: Access meetings, phone and SMS capabilities all through a single application.
  • Mobility: Take Zoom Phone capabilities wherever you go. 
  • Environmentally friendly: Use your existing mobile phones or desktop computer without the need of additional hardware.

What new equipment will be deployed to support Zoom Phone?

What are the minimum system requirements needed to use Zoom Phone on our computers and mobile devices?

How secure is the new Zoom Phone platform?

How reliable is Zoom Phone?

  • Zoom runs fully redundant systems in 17 data centers around the world, ensuring services remain intact during maintenance
  • Delivers a 99.9999% service level agreement (SLA) rating.
  • Agreements with both Amazon AWS and Oracle OCI public cloud infrastructure to provide built-in survivability in the event a data center loses internet, ensuring the highest level of uptime possible.

How does Zoom Phone handle spam calls?

  • Zoom makes every effort to block spam calls from reaching you. If a call is identified as spam it will automatically be routed to your voicemail. From there, you can go into your call History to block the call. To block a call in the Zoom Phone application
    • Navigate to History
    • Click on the ellipses (…). 
    • Select Block Caller
    • Choose Spam Calls or Other Reasons
  • By registering your number on the Do Not Call List you may also further reduce unwanted telemarketing calls. 

GETTING READY FOR ZOOM PHONE

What if I have a personal Zoom account, can I integrate my accounts?

  • Business related phone calls will only be accessible through your USC Zoom Phone account.
  • Therefore, it is important to make sure you are logged into your Zoom Meeting desktop client account using your USC NetID credentials.

Will our voicemail greeting and messages transfer from our current desk phone to our new Zoom Phone?

  • Neither your voicemail greeting or messages will transfer from your current phone to your new Zoom Phone account. Therefore, we recommend clearing out existing messages prior to your campus unit’s transition.
  • For additional help creating a new voicemail greeting in Zoom Phone, please refer to the Zoom Getting Started Guide or Managing Voicemails and Messages.

Will I need admin rights on my computer/device to install/use Zoom Phone?

  • Some computer programs require a higher level of access to your computer/device’s operating system. This higher level of access is called administrative or admin rights.
  • Contact your local IT support desk if you need this access.

What should I do if the Zoom Phone icon does not display in my Zoom Meeting desktop application?

  • After receiving notification that your Zoom Phone service is active, if you do not see the Zoom Phone icon, please close and relaunch the Zoom Meeting application, log in using your USC NetID via SSO, and check for updates by clicking your profile initials/picture.
  • For more information regarding logging into the Zoom Meeting application, please visit the Zoom Meeting page here.

USING ZOOM PHONE

Do I need to log into the Zoom Meeting desktop application every day to make and receive Zoom Phone calls using my computer / laptop?

  • Once your Zoom Phone account is enabled, it is recommended you close and relaunch your Zoom Meeting application and log back in using your USC NetID via single sign-on (SSO).
  • You will remain logged in until you actively sign-out or restart your computer.
  • To find out more about using the Zoom Meeting application, please visit the Zoom Meeting page.

Will we still be able to use 5-digit dialing between campus phones?

  • During the transition period, from our current Avaya voice services to Zoom Phone, Avaya customers will be able to continue using 5-digit dialing. 
  • Once the transition to Zoom Phone is complete, dialing between Zoom Phones and campus phones will require 10-digit dialing (e.g., 213-740-2311) with the exception of critical campus services.
  • When dialing a 10-digit phone number from a Zoom-enabled desk phone, you do not need to enter a9 or 1 before the number.
  • Critical campus services that will continue to support 5-digit dialing include:
    • UPC DPS Emergency: 04321
    • UPC DPS Non-Emergency: 06000
    • HSC DPS Emergency: 21000
    • HSC DPS Non-Emergency: 21200
    • USC ITS Helpdesk: 05555

How do I place a call using my Zoom Phone service?

  • To place a call using Zoom Phone from your computer or laptop, click on the Phone icon in your Zoom Meeting desktop application.
  • When dialing from a Zoom-enabled desk phone, enter the phone number you wish to dial followed by the Send button.
  • Are there any special instructions for international dialing? (no special instructions)

Can we use an existing contact list to make calls with Zoom Phone?

  • You can either dial by name or synch your Zoom contacts with Office 365, Exchange or Google allowing you to call your contacts using your Zoom Phone.
  • To do this, access the Zoom Web Portal, click on Profile. Scroll down to the Calendar and Contacts Integration section and click on the Configure Calendar and Contacts Service button.
  • From there, Select a Service to enable both Read and Write Permissions. Click Next to save your updates and follow the remaining on-screen instructions to grant Zoom access.
  • Once complete, restart your Zoom Meeting desktop application to begin accessing the contacts.

Can I be on multiple calls simultaneously on different devices?

  • Although Zoom Phone can be used concurrently on multiple devices. You cannot be on different calls on multiple devices at the same time.

In the event of an emergency, who has access to view my emergency address?

  • Your emergency address is the address provided to first responders when you dial an emergency number.
  • Your emergency address will be shared with 9-1-1, USC Department of Public Safety (DPS) and available to the Zoom Phone administrator.
  • Your emergency address will be determined based on your connection method:
    • If on campus, USC wireless will identify your location.
    • If not connected to wireless, your location will be determined by your Zoom Phone emergency location setting.
    • If using the Zoom mobile app to dial 9-1-1, your location will be determined by the carrier.
  • Please review the instructions on how to update an emergency address for more information.

Where can I get help?

Training Resources

Have two minutes? Watch this Get Started video.

Want to learn more? View this 35-minute live training recording to understand how to begin using general Zoom Phone features, functions and establish your personal settings.

For those wanting to take full advantage of the most useful and requested Zoom Phone application, desk phone and conference phone features and functions, log into Trojan Learn to target the topics that matter to you most from a set of seven brief video tutorials, each under 10-minutes long.

Helpful Links

Zoom Phone Quick Start Guide

Making and Receiving Calls

Managing Voicemails and Messages

Using SMS

User Support Documentation

Quick Start Guide for Polycom VVX Phones

Resource Guide for Polycom VVX Phones

Additional Videos

Support

Need help?

Zoom Support Resources

Zoom Help Center for Zoom Phone


School/Unit Support Resources

Local IT Support for Schools and Departments


ITS Support Resources