Zoom Telephony FAQ

Georgetown Law, in collaboration with Zoom’s implementation team, is targeting summer of 2023 to activate Zoom Phone. The ‘Phone’ section will appear in your Zoom client at that time. Communications on the phone migration can be found on the Zoom Telephony page.

If you’re a first time user with Zoom, or you have never logged into Zoom before, you will need to login at least once to your Zoom account prior to the migration date for your Zoom phone account to be created. You can do that by logging to the Zoom portal. Please use the SSO option and then type Georgetown for your company domain.

Georgetown Law, in collaboration with Zoom’s implementation team, is targeting summer of 2023 to activate Zoom Phone. The ‘Phone’ section will appear in your Zoom client at that time. Communications on the phone migration can be found here.

No, your phone number will not change.

Zoom E911 is required for all Zoom phones. When working onsite at the Law Center, your location will be inferred by the Law Center network. When working from home, you will be required to specify your home or remote location so that Zoom phone can know where you are in case of an emergency.

As part of this migration, all call centers, including the Dean’s Office main number, will be migrated to Zoom phone. We have taken the necessary steps to preserve the core functionalities of the call queues to ensure a smooth transition. IST will be reaching out to the call queue administrators regarding training and post-deployment modifications.

Zoom Phone is a new function within the Zoom app. The section ‘Phone’ will appear as an option in the Zoom toolbar.

Yes. Zoom Meetings is the multimedia collaboration tool we’ve been using that includes video, screen sharing, breakout rooms, and more.

Zoom Phone calls are phone calls with awesome capabilities like moving a call from your laptop to your smartphone via your Georgetown Law extension. And if both parties of a call are using Zoom Phone from Georgetown Law, by clicking the ‘Meet’ button, the call can move to a full Zoom Meeting.

If you have a computer with a built-in microphone and speaker, such as any laptop or an iMac, and a quiet or private office, you don’t need to wear a headset. If you have a shared workspace or discuss sensitive information over phone calls, you should use a headset.

Software phones are now standard across many industries because of the features not possible with traditional phones and lower upfront and ongoing costs. Your phone model is never obsolete if your phone is a software application. Calling from the Zoom app is a better option for staff that travel or work from home, and it frees up space on your desk.

A new phone may be installed in circumstances where a phone is used by multiple staff or for a ‘utility’ function that isn’t practical to serve another way.

No. Zoom Phone calls using the Zoom app on your smartphone will use your data plan or WiFi if you’re connected to WiFi.

Zoom will play a ‘ringing’ sound through your headset. Zoom can also be set to ring through your computer speakers in addition to the headset.

Yes. On Windows and Mac, click your profile icon (it will either be your picture or your initials) in the top right on the Zoom window, then click ‘Settings’. Click the ‘Audio’ section, then scroll down to ‘Ringtones’ to select a different ringtone from the dropdown list. On Andorid or iPhone, tap the ‘Settings’ gear in the lower right of the Zoom app, then tap ‘General’, then ‘Ringtones’.

Zoom Phone calls will still ring if your computer is locked. Verify that you’ve selected your speakers as the ‘ring’ sound device (see previous FAQ item) so that you can still be alerted to calls when you’re near your desk but not wearing your headset. Most headsets will even allow you to answer an incoming call while your screen is locked by pressing the headset’s “call” or “phone” button. Zoom Phone will not ring to your headset if your computer is off or in “sleep.” But, if you’ve logged into Zoom from your smartphone, calls will continue to ring at your smartphone even when your computer is off.

Yes. You will still call your colleagues by dialing their five digit extensions (we switched to a five digit extension to become compatible with the rest of the university) – and now you can also type out their names. But, you no longer start dialing with a 8 for external calls. You do not need to add a 1 to distinguish between local and long distance calls. Finally, all US and Canada long distance is included at no additional cost, so long distance codes are no longer used for calls within the US and Canada.

You will be using a 5-digit extension number instead of the 4-digit extension number. For example, my extension number will now be 29004 instead of 9004 – my full number is (202) 662-9004. Adding the fifth digit will allow us to call main campus numbers directly through the use of extensions once their Zoom Phone migration is completed. 

If you need to place international calls, please email the Georgetown Law Service Desk at caphelp@georgetown.edu.

Your callback number will be that of the Law Center: (202) 662-9000. You can change the callback to your own full number or to “Unavailable” by following these instructions.

You will be able to make international calls just like with your cell phone – no need to use 8 as a prefix anymore. All calls within the US and Canada are free, however calls outside those two countries will be charged per the linked international rates.

If you need to place international calls, please email the Georgetown Law Service Desk at caphelp@georgetown.edu.

Yes. Greetings recorded on our current system will not transfer to Zoom Phone. All voice mailboxes in Zoom Phone will have an initial default greeting. You can create multiple greetings on the Zoom website for different situations, like ‘outside of work hours’, ‘vacation’, or ‘summer break.’ You can also define your work hours. Calls made to your Georgetown Law number outside of your defined work hours will connect to your voicemail immediately.

1. 1. Open your Zoom Phone settings page on the Zoom website (link)
   2. Scroll to ‘Call Handling’ and under ‘Greeting & Leave voicemail instruction’ click ‘Audio Library’

1. 1. In the pop-up dialog, click ‘Add Audio’
   2. Choose the tab ‘Record by Computer’ and if your web browser asks for permission to use the microphone, click ‘Allow’

1. 1. The webpage allows you to set the loudness of your microphone. Click ‘Next’
   2. Click ‘Record’ to begin your recording. Click the small ‘stop’ icon on the left of the dialog to stop recording.

1. 1. Click ‘Add’, then ‘Use the Audio.’

Customizing audio greetings and hold music – Zoom Help Center
Important Note: Zoom will display a new section, ‘Closed Hours’, if you set custom Business Hours. ‘Closed Hours’ is immediately below where you just set your standard voicemail greeting.

‘Closed Hours’ allows you to specify a different voicemail greeting for incoming calls outside of your business hours. If you don’t want Zoom to play a unique ‘closed’ voicemail greeting, in the ‘Closed Hours’ section look for ‘Greeting & Leave voicemail instruction’, then click ‘Audio Library’. From the dialog that appears, choose the greeting you previously recorded and click ‘Use the Audio’. Or, click ‘Add Audio’ to record a unique greeting for your ‘closed’ hours.

Zoom Phone does not limit your voicemail storage. Voicemails will still be emailed to you, and not only is the audio attached to the email, but so is a text transcription of the voicemail. All of your incoming messages are also available in the Zoom application under the ‘Voicemail’ tab.

All of your old voicemail messages will be erased if you did not have them forwarded to your email ΙΝΒΟΧ. If you wish to preserve them, you can use a voice recorder on your smartphone to manually record them.

Zoom will not attempt to mute or pause application audio from YouTube, Spotify, Pandora, etc. for a Zoom Phone call. If you’re watching a video or listening to music, you’ll want to mute or pause that activity before answering the incoming phone call.

First, verify you are logged in to Zoom with your Georgetown Law Zoom account. Click the ‘Profile’ icon at the top right of the Zoom application- it will either be your initials or a picture you selected. In the menu that appears, verify that the word ‘LICENSED’ is at the top, and that your log-in email ends with @georgetown.edu.

Sign out of Zoom, then sign back in with the ‘SSO’ button. If Zoom asks you what our SSO website is, enter Georgetown university.

Phone numbers that were used very infrequently over the last three years may have been filtered from Georgetown Law’s initial Zoom Phone activation. Please email caphelp@georgetown.edu with your name and Georgetown Law phone number (extension) if your phone did not get migrated.

We will visit your office soon after the new system is activated to collect your old phone for electronic recycling.

Your location information is set automatically when you’re using Georgetown Law’s campus network. The application may prompt you to enter your location if you use Zoom Phone when not on Georgetown Law’s network.

Zoom Phone has the ability to send your location information with emergency (911) calls. Your location information is used by public safety personnel to direct first responders with better accuracy.

If you’ve set custom business hours in your Zoom Phone settings page (the blue ‘Zoom’ icon at the top of the Georgetown Law Portal), you may have noticed you couldn’t enter a gap for lunch. But check out the new ‘Do Not Disturb’ feature If at any time you don’t want to answer new calls from Zoom. It’s like our old ‘send calls’ button, except that it includes a timer to return your status back to ‘Available.’ You could use this feature to set yourself to ‘Do Not Disturb’ for a 60 minute break or for any period without interruption. This feature is toggled by expanding the menu from the profile icon in the top right of the Zoom application.

Zoom Phone allows you to record your phone calls. You can record every phone call automatically or elect to begin call recording on an as-needed basis.

To record calls to and from either your direct extension, a Call Queue, or an Auto Receptionist, you must include a message for the other party stating that the call may be recorded.

Recorded calls can be reviewed in the ‘Recordings’ tab in the ‘Phone’ section of the Zoom settings webpage accessed by clicking the blue ‘Zoom’ icon in Portal.

Please contact zoom@Georgetown.edu to enable call recording.

Many classrooms have wall mounted phones to make calls for technical support, DPS and Facilities. These phones will remain in the classroom and can still reach LawHelp for tech support through the speed dials in place.

• Georgetown Law specific tutorial video – check it out!
• Training video (same as above) plus Q&A session with ASL and captions: (link)
• Detailed Zoom Phone training video from Zoom: (link)
• ‘In a call’ button explanations – how to use hold, transfer, mute, etc. : (link)
• Recording a new voicemail greeting : (link)

Incoming calls will ring on all devices signed in to the individual’s Zoom account.

No, if you are not connected to Wi-Fi, incoming and outgoing calls will use your mobile phone’s data plan.

Yes, 5 digit extensions will work. You can also search by name for anyone in the Zoom phone directory.

Yes. Headsets used for Zoom video calls will work.

You can request a headset or headphones. These will be especially helpful to those whose phones are in public areas or shared student worker phones, etc. 

Yes, you can find more information on the Zoom Phone Support page.

Yes, silencing a call on one device does not silence the call on all devices.

Yes, more information can be found at this Zoom Phone Support Page.

You will be prompted to either a) hang up the Zoom video conference and accept the Zoom incoming call, b) send the Zoom incoming call to voicemail, or c) place the current Zoom video conference on hold while you answer the incoming Zoom call.

This is usually caused by wrong information in your personal contacts. Please check your personal contacts and edit them accordingly.