Zoom Phone FAQs

Table of Contents

How do I install Zoom Phone?

  • Zoom Phone is integrated into the same application that you use for Zoom Meetings. There is no additional software that you need to install if you already have the Zoom application installed for Zoom meetings.
  • If you don't already have the Zoom app on a device where you want to use for Zoom Phone, go to https://zoom.us/download.

Do I need to download the Zoom app onto my computer and/or cell phone in order to use Zoom Phone?

  • Zoom Phone is integrated into the same application that you use for Zoom Meetings. There is no additional software that you need to install.
  • If you don't already have the Zoom app on a device where you want to use for Zoom Phone, go to https://zoom.us/download.
  • If you have a physical phone on your desk that you use, and don't want to use your computer and/or cell phone for your Dartmouth phone number, you do not need to install the Zoom app in order to use your desk phone.

Do I need to have the Zoom app open on my computer in order to receive a call?

  • Yes, the application must be running, although it can be minimized while not in use.
  • If you do not want to remember to open the Zoom application each day, you can enable it to open automatically when your computer starts. For Windows computers, see Enabling Start Zoom When I Start Windows. For Macintosh computers, right-click the Zoom app in the Dock, select Options then Open At Login.

How do I access Zoom Phone?

  • Open the Zoom app on your computer and/or cell phone. If you have been provisioned with a Dartmouth phone number, you should see a "Phone" tab in the top row of the Zoom window.

Why is the phone option not showing in my Zoom app?

How do I access my Zoom Phone settings?

Why am I being prompted to enter my "personal location"?

  • When the Zoom desktop application senses a new network location (e.g. home, coffee shop) it will prompt you to enter the address so if you call 911 from your Zoom Phone your current location will be automatically given to 911 dispatcher. 

How do I make a call?

How do I set up voicemail greeting?

How do I check my voicemail messages?

Do I need to dial 8 (or 9) to get an outside line when making a call to a non-646 number?

  • No. You can just dial the number you need (e.g. 802-649-1234).

Can I make international calls with Dartmouth's phone system?

  • Yes. All faculty and staff phones in Dartmouth's phone system are configured to make international calls.
  • To make international calls using Zoom Phone, simply dial the country code followed by the ten-digit phone number you wish to call. See International Country Calling Codes and Dialing Prefixes for more information.

Can I make calls with Zoom Phone while I'm outside the US?

  • When traveling outside of the US, your Zoom phone will still behave as it does in the US. Any calls to the US or other countries (even the country you are currently in) will work as they do when in the US. In other words, if you are in Athens Greece and want to call your neighbor in Athens, you would need to make an international call, but if you wanted to call someone in Hanover, NH you would dial it as a local call.
  • Note: Since each country uses a different number for local emergency calling, Zoom Phone emergency calling (e.g. 911) will not work in other countries the way it does in the US.

How do I delete text messages from Zoom on my smart phone?

How does Dartmouth's phone system handle 911 calls?

  • If you call 911, the location to which the emergency responders are deployed is dependent upon where the call originates:
    • If you call from the Zoom app on your cell phone, and you have a cell signal on your phone, the location is determined by your cellular carrier;
    • If you call from the Zoom app on your cell phone and you do NOT have a cell signal on your phone (e.g. you are using WiFi), the location will be your default Dartmouth location;
    • If you call from Zoom application on your computer, the location will be your default Dartmouth location;
    • If you call from a desk phone, the location will be the building and room where the phone is assigned;
    • If you call from a Web browser, the location will be your default Dartmouth location.
  • Important!: If you call 911 from the Zoom desktop or cell phone app using WiFi, and you are not located near your default Dartmouth location, 911 will not know that. They will send responders to the location where your computer or desk phone typically resides. Therefore, if you are in a different location, you MUST tell the 911 dispatcher you need assistance at a different location and provide the location details.

How do I control my "presence" indicator in Zoom Desktop or Mobile or on my desk phone?

How do I forward my phone to another number?

How do I set "do not disturb" on Zoom Phone?

  • When "do not disturb" is set, calls are automatically forwarded to voicemail.
  • To enable "do not disturb" on Zoom phone, see Setting your presence status.
  • To enable "do not disturb" during Zoom meetings, click "Hide incoming calls while in a Zoom meeting." See Zoom Phone Settings for instructions.
  • To enable "do not disturb" on a Poly phone, press the DND soft key.

How do I add someone to my contacts in Zoom Phone?

  • Zoom contacts are found on the Contacts tab in the Zoom desktop application. See Managing personal contacts. Contacts are not specific to Zoom Phone, but are shared across Zoom applications.

Can I see missed calls?

My audio is sometimes choppy on calls on Zoom, or Zoom responds slowly. How do I fix that?

  • This can happen if you have too many applications running while you're on a call. Try closing some of the other applications. This especially applies to other "phone" applications such as Skype, GoTo, Microsoft Teams, etc.
  • Alternatively, this can be caused if you are using a headset and it is plugged into something other than your computer (e.g. monitor, docking station, USB to USB-C adapter). Plugging the headset directly into a USB port on your computer is recommended.
  • Also, if you're working on a small network (e.g. your home network), and there are many other devices using your connection (TV, streaming videos on other computers, etc.) it may be that you don't have enough space left for a clear connection on Zoom. Try shutting off some of those other connections.
  • See Troubleshooting audio issues for more information. 

How can I add a third phone number to an ongoing call?

When I try to make a call from Zoom, it just rings on my desk phone, so I'm just calling myself. How do I fix this?

How do I block callers?

How do I get calls to ring on my desk phone first, then on the Zoom app on my computer and/or cell phone?

  • Using the call handling ring setting, you can select to simultaneously ring the Zoom app and specified devices at the same time or you can select to sequentially ring the Zoom app and devices one at a time. See Customizing call handling settings.

Do I need a VPN connection in order to use Zoom Phone?

  • No. VPN is not required for Zoom Phone.

Will Zoom Phone and Zoom Meetings work at the same time?

  • Yes, however, your speaking capability can only be present in one Zoom location per device. For example, you cannot use audio in a Zoom meeting and on your Zoom Phone on your desktop computer at the same time. However, if you are in a Zoom meeting on your computer, you could also use the audio in Zoom Phone using your cell phone or a desk phone.

Can I be signed into Zoom on more than one device at the same time?

  • Yes, you can be logged into 5 devices simultaneously with your Zoom credentials.

I do not want Zoom to ring on my computer and/or cell phone. How do I turn that off while still being able to use Zoom Meetings on those devices?

  • Log into the Zoom web portal by going to dartmouth.zoom.us and clicking Sign In.
  • In the left navigation column, click Phones, then the Settings tab.
  • Scroll down to the Call Handling Business Hours section, and edit the Call Handling field so that only your desk phone remains.
  • Edit the Call Handling field in the Closed Hours section.

How do I answer multiple phone numbers using Zoom Phone?

  • If you are assigned to answer multiple numbers, when an incoming call appears on your Zoom phone, you will be able to see which number was called, in addition to the caller ID information.
  • With the Zoom Phone app, in the left navigation column, click the Lines tab to see which numbers you can answer.

How do I change the caller ID for my phone number?

What happens to a phone number when an individual leaves a department or Dartmouth entirely?

  • If the department wants to retain the number of an individual who is leaving their department, they need to submit a request to retain it at services.dartmouth.edu. This request should include:
  1. The name of the person leaving;
  2. The phone number you want retained for their replacement;
  3. The date the person is leaving;
  4. The number that should handle calls for this number until the position is refilled.
  5. The name and date a new person is starting. If the date is unknown, include that.
  • Each person can only have one phone number assigned to their NetID so if someone is transferring within Dartmouth, and the original department wants to retain the phone number, they need to submit a request as noted above.
  • Important: If this request is not received, when the NetID of the individual who is leaving becomes inactive, the phone number will automatically become unassigned and return to the pool of available numbers for any department.

How long is data associated with Zoom Phone retained?

  • 30 days. This includes call recordings, voicemail and videomail messages and SMS/MMS messages.

What should be done with existing desk phones that are no longer needed?

How do I request a desk phone?

What headset(s) work with the Zoom Phone app on my computer?

  • Most headsets that people already have will work with Zoom Phone. If you're thinking of getting a new headset, see https://zoom.us/hardware?hardwaretypes.name=Headsets for information on the latest models that have been tested by Zoom for use with their phone system.

Can I delegate someone else to answer my calls?

Can I record calls?

Why doesn't Zoom on my cell phone notify me when I have an incoming call when the screen is locked?

  • Make sure you have your phone notifications set to allow Zoom to notify you when the screen is locked.

When I make an international call I hear a recording that states "your service plan does not support calling to this destination". How can I resolve this?

  • The country code you are using is considered a high risk for expensive spam callers. Please verify the code you need. If you do need to make a call to that country code, go to https://services.dartmouth.edu/TDClient/1806/Portal/Requests/ServiceDet?ID=30993, click the Report Problem button, and let us know what country you need to call. We can request that Zoom allow your number to call that country code. It may take a few days for them to enable this.

Where can I find out more about Zoom Phone features?

My desk phone is not ringing when a call is coming through?

  • If your desk phone is not ringing when a call is coming through. You may need to reboot the phone by plugging the network cable out and back in.
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