After your initial setup, you can start making or receiving phone calls with the Zoom application on your desktop/laptop, or on your smartphone/tablet. For more information on Setting Up Zoom and Zoom Download, Sign-In, and Update procedures, refer to the Related Articles side panel in the right side of the page. 

To place an internal (to UA) call:

1. Select the phone icon located at the top of the zoom app interface
2. Use the dial pad to enter the phone or extension number of the person you wish to call. You can also enter the number in the search field.
   
   
   
   
3. Or enter the recipient's name or NetID in the search field.
4. Their profile picture displays a small icon showing their presence status (e.g., Available, or In a Zoom Meeting).

To place an external call:

1. Within the US and Canada, dial the 10-digit number; you do not need to dial 1 first.
2. If you defined your local area code when Setting Up Zoom Phone, you can dial the 7-digit number (e.g., 621-1234, with your area code already designated as 520). For more information on Setting Up Zoom Phone refer to the article listed under the Related Articles side panel in the right side of the page,

To receive a call:

1. Select Accept or Decline when a call comes in.
2. If you decline the call, the caller is sent to the location you selected under When a Call is Not Answered in Settings (e.g., Forward to Voicemail, or Forward to Another Extension). Fore more information on navigating zoom settings refer to the Setting Up Zoom Phone article listed under the Related Articles side panel,
   
   

Zoom Phone for Mobile Devices
(Video covers steps to download, install, and use Zoom Phone on mobile devices)

You can find written instructions in the Zoom: Download, Sign-In, and Update article. (linked in the Related Articles side panel)

While in a call, you can:

• Access in-call controls like Hold, Record, and Transfer.
• Start a Zoom Meeting with the other person on the call.
• Use Hold to call flip - switch the device you are using for the call (e.g., change from desktop app to cell phone app, or vice versa).
  
  
  
  

Zoom Phone - Place and Receive Phone Calls video
(Video covers placing and receiving calls, transferring calls, and moving calls to a Zoom meeting)

Zoom Phone – Place and Receive Phone Calls step-by-step PDF

You can transfer calls using the in-call control button with the phone-to-phone (Transfer) icon.

You have three options when transferring calls in the Zoom app. (If you have a telephone handset, see its documentation for its capabilities.)

• Warm transfer: Places your call on hold while you complete the transfer. This option is useful if you need to navigate an automated answering machine for the caller or speak to the receiving party before transferring the call.
• Blind transfer: Transfers the call to the number and immediately hangs up your call. If there are any phone menu prompts, the other party will have to complete them.
• Transfer to voicemail: Transfers the call to the voicemail of a specified phone number. This transfer method might not work for all numbers. You can also transfer to voicemail by using DTMF codes (keypad codes using *.)

Be aware:

• When transferring a call, the caller ID displayed to the party receiving the transfer depends on whether they're an internal or external number.
• If you start a call recording, the recording will end when you select a transfer option. If you select Warm Transfer, you can start the recording again to record the portion before you complete the transfer.

If you choose the voicemail option when Setting Up Zoom Phone, Zoom Phone forwards unanswered and declined inbound calls to your voicemail. You can use the Zoom desktop, mobile app, or web portal to play and manage your voicemail messages. For more information regarding Setting Up Zoom Phone reference the article linked under the Related Articles side panel in the right side of the page.

When a caller leaves a voicemail, an email with an attached .mp3 file is sent to your UA email account. If you delete the email, the voicemail will still be in the Zoom app. If you delete the voicemail from the Zoom app and have not deleted the email, the message will stay in your email.

The Zoom app, web portal, and email provide a transcription of the message.

If your department has a zoom phone number that is not assigned to an individual employee, there are three methods you can use to check the voicemail on that line.

Method One - Using your desktop phone set

1. Dial *86
2. Enter the PIN followed by #.

Method Two - Using your desktop phone set

1. Press Home > Messages (opt. 3)
2. Press message center (opt. 1) (if there are multiple lines, select line)
3. Select desired option from Urgent, New, or Old
4. Press connect (dials *86).
5. Enter the PIN followed by #. (If there are multiple lines, you need to know the PIN for the shared line as well.)

Method Three - Using a second phone:

Any phone will work for the second phone, regardless of ownership.
You must update your settings in the UA Zoom web portal to activate this functionality.

1. Update Settings
   1. Log into arizona.zoom.us and select Phone on the left.
   2. Under Call Handling, ensure Forward to voicemail / videomail is selected under When a call is not answered.
   3. Check the box next to Allow callers to check voicemail.
      
       
   4. An IVR Menu pops up. Click Save.
      
      • After clicking Save, your original greeting is displayed (blue arrow in image above), as well as a new greeting for the IVR menu (red arrow in image above).
      • The IVR Menu greeting cannot be disabled, but it can be modified.
      • When a caller reaches out to you, the system will play both greetings.
      • Click on the Audio Library next to each item if you’d like to change a greeting.
        
        
2. Use the second phone to pick up your voicemail messages
   
   1. Call the non-personal phone number.
   2. After the call goes to voicemail, choose option 2 to enter your PIN and listen to messages.

After making, receiving, or recording calls, you can check your call history and recordings on the Zoom desktop client, mobile app, or web portal. The Zoom Support page provides step-by-step instructions.

Conference calls allow you to have up to three callers on one call:

• Make any call a conference call
• Zoom Phone - Conference Calls video
• Zoom Phone - Conference Calls step-by-step PDF

Calls made external to the university show The University of Arizona as the caller ID. The way your name appears may differ depending on the telephone service provider used by the person you are calling.

• Caller ID FAQs
• Outbound Caller ID

For internal calls, your Zoom phone name displays in the caller ID. If you wish to change the way your name shows (for example, if you go by your middle name or a nickname), you can change it in the UA Zoom web portal.

1. Log in and navigate to the Profile tab.
2. Click the Edit button next to your name.
3. Make your desired changes and click Save.

Resource Files

• Zoom Phone - Set Caller ID video
• Zoom Phone – Set Caller ID step-by-step PDF

The Automated process
Zoom automatically detects mapped campus locations and non-campus locations (such as your work from home address) entered in the UA Zoom web portal under Emergency Address in Phone > Settings.

When Zoom detects that you are at a new location, a small red arrow appears in the Zoom Phone app interface.

1. Click the arrow. A message displays your location and asks you to confirm your current location to use in case of 911 calls.
   
   
2. Whenever you return to that location zoom recognizes it and will not ask you again.
   
   

If you call 911 from Zoom Phone, emergency responders will not know your location if you are off campus, or have not entered your address in Zoom Phone settings.

911 calls from your zoom phone dialing go to UAPD. This is true for both wired and wireless connections. If you are a remote worker and set up a personal Location, 911 calls from you zoom phone go to the local 911 dispatch.

Reference the Related Articles side panel in the right side of the page for more detailed instructions on Zoom Phone - Set Up Location Permission.