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Zoom Phone Overview
🎥 Watch: What is Zoom Phone?
Moravian University is transitioning to Zoom Phone, giving our community a modern communications platform that will replace our legacy phone systems. Once the project is complete, both the Bethlehem and Lancaster campuses will be connected through the same system, making it easier to communicate and collaborate across locations. Zoom Phone will bring together phone calls, meeting spaces, and other communication tools into one easy-to-use platform, creating a more seamless experience for everyone.
Zoom Phone will be deployed in three phases to ensure a smooth and successful transition. As part of this upgrade, users will have the flexibility to make and receive calls using the Zoom soft phone through the Zoom desktop or mobile app, eliminating the need for a physical desk phone in many cases.
What to expect:
- Training sessions will be scheduled and recorded before each phase, and recordings will be available for future viewing
- On the date of cutover, you can start using Zoom to access your phone.
- If you are receiving a replacement desk phone, IT will stage and deliver it before your cutover date
- Legacy phone hardware will be removed following the cutover date for your phase
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Phase
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Campus
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Status
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Phase 1
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Lancaster
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In Progress
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Phase 2a
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Bethlehem (Wave 1)
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Coming Soon
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Phase 2b
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Bethlehem (Wave 2)
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Coming Soon
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Prerequisites:
Zoom Phone is built into the Zoom Workplace application that should already be installed on your Macbook or Windows PC. Please review the Zoom Getting Started with Zoom Phone guide and the Changing personal Zoom Phone settings in the web portal to set up your personal settings, business hours and more.
macOS Requirements:
- macOS 10.15 (Catalina) or later
- Zoom Desktop Client (latest version recommended)
- Enable Location Services for Zoom
Windows Requirements:
- Windows 11 or later
- Zoom Desktop Client (latest version recommended)
- Enable Location Services for Zoom
On Your Computer:
1. Open the Zoom Desktop Client | Zoom Workplace App
2. Sign in using SSO (Single Sign-On) with your university credentials
3. Click the Phone icon in the left navigation bar.
On Your Mobile Device:
1. Download the Zoom Workplace app from the App Store or Google Play
2. Sign in using SSO with your university credentials
3. Tap the Phone tab at the bottom of the screen
Zoom Support: Getting Started with Zoom Phone
Zoom Phone Settings: Changing personal Zoom Phone settings in the web portal
Enhanced 911 (E911)
Zoom Phone only identifies your location if an emergency call is placed to 911.
To ensure help can find you quickly, the Zoom app (macOS & Windows) uses your network connection to determine your "dispatchable location". If you are in an unrecognized location, the desktop app will prompt you to confirm or update your address. This ensures your information is always up to date for emergency responders.
E911 allows law enforcement to determine the location of 911 calls, while ensuring the university follows the FCC regulations of Kari’s Law and Ray Baum’s Act of 2018. For more details on how Zoom Phone protects your privacy while meeting federal safety requirements, please visit our Zoom Phone: E911 & Privacy FAQ
Enable Location Services for Zoom Phone E911
- Mac OS Steps to Enable Location Services:
- Grant Zoom location access in: System Settings → Privacy & Security → Location Services → Zoom
- Open System Settings on your Mac and click on → Privacy & Security
- Click on → Location Services at the top of Privacy & Security
- Toggle Location permission for 'Zoom' to On
- Enter your administrator password if prompted
- ⚠️ Important for Mac Users:: Mac users may see a location icon with a red dot in the upper right corner of Zoom Phone prompting them to enable location sharing. Some configurations will prompt users to install a Location Helper tool — this is an official, trusted utility from Zoom, so please accept.
- Windows Location Services are enabled at the OS level
- Open Settings from the Start menu
- Select Privacy & security
- Select Location - Verify Windows has location enabled
- including Allow apps to access your location and Allow desktop apps to access your location.
- No admin rights required — standard users can enable this setting themselves
- Zoom Phone Mobile app:
- You do not have to enable location services on Zoom Phone mobile app. If you are using Zoom mobile app on your smartphone to dial 911, your location will be determined by your cell phone carrier. In the Zoom mobile application, you will always use your native cellular carrier for 911 calls, meaning 911 calls from Zoom mobile are not tracked by Zoom applications.
To Add or Update Your Emergency Address:
1. Sign in to the Zoom Web Portal using SSO
2. Click Phone in the left menu
3. Click the Settings tab
4. Look for Emergency Address at the top
5. If it says "No Emergency Address detected" or shows an incorrect location, click Manage to update it
When to Check or Update Your Emergency Address:
• When you first start using Zoom Phone, confirm your location information is correct. If not, update it with the correct location.
• When working from home or a remote location, add your personal address if needed
• When traveling to another campus
Zoom Support: Managing Your Emergency Address
You can adjust your Zoom Phone settings preferences from the Zoom Web Portal.
- Sign in to the Zoom Web Portal
- Click Phone, then click the Settings tab.
- Emergency Address: Displays the address provided to first responders when dialing an emergency number. Make sure this address is correct.
- Business/Closed/Holiday Hours: Change the times when you can answer calls.
- Voicemail Greeting: Audio that plays before Zoom Phone routes calls to your voicemail. You can customize this by recording audio directly in the web portal or uploading an audio file.
Zoom Support: Changing personal Zoom Phone settings in the web portal
From the Desktop App:
1. Click the Phone icon in the left navigation
2. Use the dial pad to enter a phone number, OR
3. Type a name or number in the search bar to find contacts
4. Click the green Call button
From the Mobile App:
1. Tap the Phone tab
2. Tap the dial pad icon
3. Enter the number or search for a contact
4. Tap the green Call button
Dialing Tips:
- Internal Calls: Dial the 4-digit extension (e.g., 1234), or type a name to search in contacts
- Local Calls: Dial the 10-digit number (e.g., 610-861-1234) ---No need to dial 9 for an outside line
- Long Distance: Dial the 10-digit number (no need to dial "1" first). -- No need to dial 9 for an outside line
- International: Dial 011 + country code + number (International dialing is limited to specific users; if you need International dial access, please submit a request to help@moravian.edu)
When someone calls your Zoom Phone number, you'll receive a notification on all devices where you're signed in (desktop, mobile, and desk phone if applicable).
To Answer a Call:
- Desktop: Click Accept on the pop-up notification
- Mobile: Tap the green Accept button
- Desk Phone: Pick up the handset or press the flashing line button
To Decline a Call:
- Click or tap Decline — the caller will be sent to your voicemail
Call Flip (Switch Devices Mid-Call): You can seamlessly move an active call between your computer, mobile phone, and desk phone:
1. During an active call, click the More button (three dots)
2. Select Switch to and choose your other device
3. Accept the call on the new device
Zoom Support: Making and Receiving Calls
To Set Your Voicemail PIN and Greeting:
1. Sign in to the Zoom Web Portal using SSO
2. Click Phone > Settings
3. Scroll to Voicemail Greeting
4. Choose one of the following options:
- Default: Uses a system-generated greeting with your extension
- Record: Record a custom greeting using your phone or computer
- Upload: Upload a pre-recorded audio file
To Check Your Voicemail:
- Desktop/Mobile App: Click the Phone icon, then tap the Voicemail tab
- From Any Phone: Dial your own number and press * during the greeting, then enter your PIN
- Voicemail-to-Text: Zoom Phone automatically transcribes your voicemails. You can read the transcription in the Zoom app or in the email notification.
Zoom Support: Checking Voicemail
If you selected Warm Transfer, the current call will be placed on hold while you connect to the dialed number. Click Complete Transfer to transfer the call and hang up your phone. You can use most in-call controls before completing the transfer. Click Cancel Transfer if you want to cancel the warm transfer and return to the original call.
• IT Help Desk: help@moravian.edu
• Zoom Phone Support Pages: Getting Started with Zoom Phone | Changing personal Zoom Phone settings in the web portal