Zoom Phone

• Transfer: Move a call to another person, either directly (“blind transfer”) or with an introduction (“warm transfer”).
• Merge: Combine two calls into a single conference call, ensuring everyone is in the same conversation. Learn How

Voicemail messages are automatically transcribed so you can read them in the Zoom app or via email for quick access without listening to audio.

To set up your voicemail greeting, go to Phone settings > Call Handling > Voicemail Greeting.

Choose one of the following options:

• Text-to-Speech: Type your message and Zoom will generate the audio
• Record by Computer: Record your greeting in the portal (requires microphone and browser permission)
• Upload Audio File: Upload a pre-recorded .mp3 or .wav file (under 10MB)

Save your greeting and set it as your active voicemail greeting.

A Voicemail PIN is required if you check voicemail from a desk phone or by calling in from outside Zoom. It is not needed when using the Zoom app or web portal.

Managing voicemail messages

By default, Zoom Phone is set to ring 24/7, but you can customize when and how calls are handled.

In Call Handling > Business Hours, set your available days and times. Calls outside of these hours will follow your Closed Hours settings, where you can choose options such as voicemail or call forwarding. You can also set Holiday Hours for university holidays or personal days and adjust routing as needed.

Use Do Not Disturb (DND) when you do not want to be interrupted. Calls will be handled according to your existing routing rules.

Changing business hours, holiday hours, and overflow settings

Share your line so that an assistant can answer on your behalf or place calls on your behalf. Learn How

Zoom Phone works the same way on and off campus; VPN connectivity is not required. Calls will always display your university phone number, never your personal mobile number, as long as the call is placed from your Zoom mobile application using the Phone client.

If you use Zoom Phone on a personal device, you can choose whether calls ring on your desktop app, mobile device, or both. You can also set the order in which devices ring or disable mobile routing through the Call Handling Edit options.

You can assign other users to handle your calls using the Delegation and Assistant feature in your Zoom Phone profile. This allows designated users to answer or manage calls on your behalf.

Your Zoom Phone portal also allows you to manage voicemail access, enable call screening, block nuisance numbers, and block calls without caller ID.

By default, Zoom Phone is set to ring 24/7, but you can customize when and how calls are handled.

In Call Handling > Business Hours, set your available days and times. Calls outside of these hours will follow your Closed Hours settings, where you can choose options such as voicemail or call forwarding. You can also set Holiday Hours for university holidays or personal days and adjust routing as needed.

Use Do Not Disturb (DND) when you do not want to be interrupted. Calls will follow your existing routing rules.

This policy establishes the framework for transitioning the university community to Zoom Phone softphones. Approximately 90% of physical desk phones will be eliminated to promote sustainability, efficiency, and modern communication practices. This policy applies to all faculty, staff, and authorized users. Exceptions apply to designated emergency, public, and reception environments.

The Zoom Phone softphone application (desktop or mobile) is the default device for communication. Physical desk phones will be phased out unless an exception is approved based on documented business need.

Physical desk phones will only be provided in the following cases:

• Emergency or backup communication is critical (e.g., 911 accuracy).
• The location lacks reliable network or phone infrastructure (e.g., lobbies).
• The job role requires constant phone availability (e.g., reception desks).

All exceptions require departmental justification and approval by IT leadership and the relevant department head.

Departments will be consulted ahead of their transition. Users will be informed at least 2 weeks in advance. All ineligible desk phones must be disconnected, returned, or recycled in accordance with IT guidelines. Recycling and repurposing processes will follow sustainability standards.

Users are required to configure their Emergency Location within Zoom Phone to ensure accurate routing of 911 calls. Training will be provided on how to initiate emergency calls using Zoom Phone, and fallback procedures will be documented in the event of network failure.

IT will provide user support through documentation. Frequently asked questions and guidelines on voicemail, SMS, privacy, and security compliance will be available to all users.

This policy will be reviewed annually by IT leadership and the Unified Communications team. Departments or individuals may appeal decisions regarding desk phone eligibility through an established governance process.

If you have not yet claimed your Zoom account, please following these directions to sign in with SSO. You may skip this section if you have already claimed your account.

Sign in at montclair.zoom.us and select Phone from the left navigation menu.

When you first open the Phone settings, you’ll be asked to:

• Choose your country – sets how numbers are dialed.
• Select your time zone – used for business hours, closed hours, and holiday hours. You can update this later in your profile if needed.

Create a voicemail PIN – required if you ever check voicemail from a physical desk phone or a non-Zoom service (like dialing in from a mobile carrier). The PIN is not needed for voicemail in the Zoom app or portal.

Click Save/Setup to confirm.

For your safety, and proper identification to emergency services, you must provide an emergency 911 location:

1. In the Phone settings, find the Emergency Address section.
2. Add the physical location where you usually work (office, home office, etc.).
3. Save your entry. You can add multiple addresses if you work in different locations.
4. Return to the settings page and select the address you just entered as your default.
5. This step ensures that if you dial 911, responders see the correct location.

Zoom Phone can update your location automatically if you allow it.

On Desktop: Open the Zoom app → Profile icon → Settings → Phone → check the box to allow enhanced location access.

On Mobile: Open Zoom app → More → Phone → Location Permission → Open Settings → choose While Using the App or Ask Next Time.

In the Phone settings, navigate to Call Handling → Voicemail Greeting.

Choose one of three options:

• Text-to-Speech: type a message, and Zoom will generate the corresponding audio.
• Record by Computer: record your greeting directly in the portal (requires a microphone and browser permission).
• Upload Audio File: use a pre-recorded .mp3 or .wav file (under 10MB).

Save your greeting and select it as your active greeting.

By default, Zoom Phone rings 24/7. You can define your own schedule:

• In Call Handling → Business Hours, edit the days and times you’re available.
• Calls outside of business hours will go to voicemail by default; however, you can change this setting. Under Closed Hours, select what happens after hours (e.g., voicemail, forwarding, etc.). Under Holiday Hours, mark university holidays or personal days and adjust call routing as necessary.