Zoom phones are a paid add-on to the Zoom app on your computer (or mobile device) so that you can use Zoom to make and receive phone calls. It has all the normal features of a phone, like voicemail, along with some advanced features like custom business hours (after-hours direct to voicemail), calling trees ("Press 1 to reach...") and call queues (rings on multiple lines simultaneously or sequentially), but works within your Zoom app, rather than a physical desk phone. With Zoom Phones, you will use the Zoom application on your computer or mobile device to make and receive calls. In order to receive calls on your computer, you must leave the Zoom application running, at least in the background, and be signed in to your Fuller Zoom account. It will use the same mic and speakers you normally use for Zoom meetings. On your mobile device, you must have the Zoom application installed and be signed in, but it doesn't need to be running (just make sure you allow notifications from your Zoom app). Alternatively, you can also forward your Zoom phone to your mobile number. The advantages of a Zoom phone over a traditional desk phone include flexibility, email transcriptions of voicemails, and control over advanced features like business hours and call queues. The additional advantages over a personal phone when working from home include avoiding the use of personal phone numbers and devices and the ability to make international calls and select your outgoing caller ID. You may find the Zoom application for both your computer and mobile device here (if your are using a Fuller-owned Mac, Zoom will already be installed through the Managed Software Center) - https://zoom.us/download If you have any questions, please contact vcsupport@fuller.edu. Zoom phones are currently only available for faculty and staff. More Information Managing Your Settings and Voicemail Using Zoom Phones to Make and Receive Calls Zoom's User Guide for Zoom Phones

When you first receive a Zoom phone account, it is important to go to your phone settings on the web portal and adjust them according to your needs, so that there is no disruption in receiving phone calls once your extension is forwarded or ported. The first time you visit this page, it will ask you to confirm your area code and time zone. After you confirm this you will see your full settings. These are the most important settings to take note of: Emergency Address Due to Federal regulations, it is important to set your actual physical address for 911 call handling. Outbound Caller ID You may select your default Caller ID (the number that shows up when you call someone). Please avoid using the "Main Company Number" as people will have a hard time reaching you when returning a call from that number. If you are a member of one or more Call Queues or Trees you will see them here. You may also select your Outbound Caller ID when making a call from the dialing page on the Zoom app. Setting Business Hours Initially your personal business hours are set to 24/7. This means that your Zoom application will ring whenever you receive a phone call. You can change your business hours to Custom, where calls will ring on your Zoom applications during your business hours and be sent to voicemail during your closed hours. Call Handling Here you can control where you receive phone calls. By default both your desktop computer and mobile phone app are enabled. You can choose to only receive phone calls on your computer like you would with a desk phone. If you prefer to use your cell phone, please note that the Zoom mobile app uses your wi-fi connection. If you are going to be walking around campus or other areas where you might lose wi-fi, you can disable "Zoom Mobile Apps" and add your cell phone number. This will essentially forward phone calls to your cell phone (like forwarding your desk phone) and you can pick the call up on either your phone or computer. Greeting & Leave Voicemail Instruction For both business and closed hours you can set your Voicemail Greeting (you can have a separate voicemail greeting for closed hours letting them know they've reached you outside of work hours, for example). To record a new greeting, click on Edit then Add Audio and follow the instructions to record or upload your greeting, or use Zoom's text to speech option (I recommend "Matthew" or "Joanna").   Holiday Hours Here you can add holiday and vacation days, and how to handle incoming calls. The most common option is to leave call handling off, so all calls go to voicemail and you can record a vacation-specific voicemail greeting. You can also set it to forward calls to another Zoom phone user or phone number during this time. Managing Voicemails You may see and playback all your voicemails in the Zoom application, as well as in the Zoom web portal. You will also receive an email for each voicemail with a transcription and attached audio file. If you are on a team with a shared voicemail inbox (call queue or auto-receptionist), playing a voicemail in the Zoom app will show it as played for everyone, and deleting it will delete it for everyone. If keeping a record of voicemails is important, it is recommended to use some sort of ticketing system or spreadsheet to keep track of them. All voicemails will remain available as emails, however.

Making a Call From the Zoom desktop client, click Phone You may then dial a number using the on-screen or keyboard number pad, or search for a contact. All internal contacts (Fuller staff with a Zoom phone account) will automatically be available. Selecting Caller ID One advantage of Zoom Phones is that you may choose your outgoing caller ID from below the dialer in the Zoom application. Your particular setup will vary, but you may see any combination of direct lines, call queues lines, and auto-receptionist lines. You will also see the “Main Company Number” as an option, if someone calls this number back they will reach the main switchboard. It is recommended that you avoid using this number as your Caller ID. The caller ID is the phone number that shows on the receiving line for callbacks. The caller ID name will, in most cases, show as "Fuller Seminary". Receiving Calls When you receive a phone call, a notification will appear on your desktop, along with a ringtone (make sure your computer audio is muted and any external speakers are on). It will also ring simultaneously on your mobile device if you have the Zoom app installed there. You may accept the call, decline the call (which will send it to voicemail), or dismiss the call (if in a call queue it will continue to ring for other queue members). If you are currently in a call you will have the option to place the current call on hold, send the incoming call to voicemail, or end the current call and answer the incoming call. If you are currently in a Zoom meeting and have it set to receive calls, you may hold the meeting audio and accept the call (you will remain in the meeting but only hear and speak to the phone call), send the incoming call to voicemail, or leave the meeting and accept the call. In-Call Controls Mute or unmute your mic. Display a dial pad to enter numbers during the call. For example, the dial pad allows you to select an option during an interactive answering machine or to enter an extension number. Open audio settings and change the volume of your speaker or mic. Display a dial pad to enter a number and add another person to the call (three-way call). Each person will remain on a separate line. Click or tap their name or number to switch between each person. To merge the calls and enable three-way calling, click or tap the merge icon and select the person or number to merge with. Place the call on hold or resume the call. The receiving party will hear music while they're on hold. You can customize your hold music in the Zoom web portal. While the call is on hold, you switch the call to another device (Zoom desktop app, mobile client, or desk phone) by clicking on the Lines tab on that device. Transfer the call to another number. You can also transfer the call to voicemail.

Depending on your team’s setup, you may be a part of an auto-receptionist (“Press 1 to reach…”) or a call queue (rings simultaneously or sequentially on everyone’s phones). When making calls, you may choose to call out from the auto-receptionist or call queue. This way, those you call will see that number instead of your direct line. The option to choose an outgoing caller ID is found below the dialpad when making a Zoom call. You will not receive calls from the call queue/tree outside of your personal set business hours. You may also temporarily turn off calls within your Zoom application (click on your profile picture in the upper right corner, select “Do not disturb” or toggle receiving queue calls). If you would like to make use of these advanced features with your team, please contact vcsupport@fuller.edu Some of you may be granted admin control over an auto-receptionist or call queue for your team. Here's how to manage them. Auto-receptionist You can customize how inbound calls are routed during business, closed, or holiday hours: Greeting Prompt: Select a greeting prompt from the drop-down menu or click Audio Library to select, record, or upload custom audio. The greeting will play before routing the caller. You can also select Disable to not play a greeting prompt. Note: Some of the routing options have a secondary audio prompt. For example, if you route to an IVR, the greeting prompt will play first, followed by the IVR's audio prompt. Route to: Click Edit to select where the auto receptionist will route to after playing the greeting prompt. By default, calls start out routed to the auto receptionist's dedicated voicemail inbox. Setting up an Interactive Voice Response ("Press 1 to reach...") is recommended. Route to drop-down menu: Select a routing option, then use the text box to specify the route. You can route to any extension in the account: Voicemail Leave voicemail to: Route the caller to the voicemail belonging to one of these extensions. Current extension (auto receptionist's voicemail) A particular User Another Auto Receptionist A Call Queue Voicemail Greeting: Click Audio Library to select, record, or upload custom audio. The greeting plays before routing the call. Note: If routing to another extension's voicemail, the voicemail greeting you set will override the greeting set for that extension. Select Follow User Voicemail Greeting in the drop-down menu to use the phone user's greeting instead of selecting a replacement. Message: Click Customize to record or upload audio that will play after the initial greeting prompt set above. A particular User Another Auto Receptionist A Call Queue Interactive Voice Response (IVR) (Recommended) Audio Prompt: Please record an audio prompt detailing the IVR key options (Press 1 to reach...) Key options: Leave Voicemail to: Current extension (auto receptionist's voicemail) A particular User Another Auto Receptionist A Call Queue Forward to: A particular User. This will ring the call on the user's Zoom phone. (Recommended) Another Auto Receptionist A Call Queue An external Phone Number Dial by Name: This takes the caller to an automated directory where they may search for any user by last name. Phone Number: Route to an external phone number. Call Queue Members(s): Click View or Edit to see current members of the call queue or add members.  Business Hours: Click Edit to change the times when the call queue will distribute calls. You can customize how calls are routed during business hours: Allow queue members to set their own Business Hours: If checked, members' business hours will override the call queue's business hours. For example, if you set the call queue's business hours to all day Friday, and a member is off on Friday, the call queue will not route to that member. If unchecked, the call queue's business hours will override member's business hours. For example, if you set the call queue's business hours to all day Friday, and a member is off on Friday, the call queue will still route to that member. Call Distribution: Select a method to distribute calls during business hours. Simultaneous: Rings all available members at the same time. The first to answer takes the call. (Recommended) Sequential: Rings available members one at a time. After selecting this option, specify the ring duration for each member until the Max Wait Time setting below is reached. Click Specify Sequence to rearrange the order by clicking and dragging each row or clicking the arrow icons. Rotating: Rings available members in a regularly changing order so that calls are distributed evenly. You can specify the ring duration for each member until the Max Wait Time setting below is reached. Additional options if the call distribution is Sequential or Rotating: Ring duration for each member: Select the amount of time the queue will ring each member. Make sure to take note of the Max Wait Time setting below when select the ring duration. (Recommended: 10-20 seconds) Handle multiple incoming calls simultaneously: This advanced setting is only recommended when you have a call queue with high incoming call volume but under-resourced queue members. Calls that came in first may not be answered first. Only when this setting is disabled, when there are multiple calls in a queue, the second call will not ring through until the first call is answered. (Recommended: Off) Skip offline members when ringing: Select this option to skip offline members and immediately ring the next available member. If this option is disabled, the call queue will follow the ring duration even if a member is offline. Offline means the member is not signed in to the Zoom desktop client or mobile app, or their mobile phone is screen-locked. (Recommended: On) Receive new calls even on a call: Enable call notifications for call queue members even if they are in a call. The call notification will allow members to accept the inbound call, then end or hold the existing call. If this option is disabled, the call queue will skip members who are busy on a call. (Recommended: Off) Greeting Prompt: Plays before routing the caller based on the call distribution method. Select a greeting prompt from the drop-down menu or click Audio Library to select, record, or upload custom audio.  You can also select Disable to not play a greeting prompt. Audio While Connecting: Plays for the inbound caller waiting to be routed to an available member. Select audio from the drop-down menu or click Audio Library to select, record, or upload custom audio. You can also select Disable to not play any audio. Music on Hold: Plays for the inbound caller when they're placed on hold by a call queue member. Select audio from the drop-down menu or click Audio Library to select, record, or upload custom audio. You can also select Disable to not play any audio. Max Wait Time: Select the total maximum wait time allowed in the call queue, then click Confirm. When the maximum is exceeded, callers will be routed based on the Overflow option below. (Recommended: 30 seconds to 1 minute) Simultaneous: Rings all available members for the specified max wait time. Sequential: Rings available members one at a time for the specified max wait time. Make sure the ring duration for each member is set at a lower value than the max wait time. Rotating: Rings available members in a regularly changing order for the max wait time. Make sure the ring duration for each member is set at a lower value than the max wait time.  Wrap-up Time: Select the amount of time before another queue call is routed to a member after they finish a queue call. This can be useful if you require call queue members to take breaks in-between calls; for example, to allow time to enter notes for the call. Max Call in Queue: Click Edit to change the maximum number of calls allowed in the queue, then click Confirm. When the maximum is exceeded, callers will be routed based on the Overflow option below. (Recommended: Between 1x and 2x number of call members) Overflow: Click Edit to set where calls are routed when the Max Wait Time or Max Call in Queue is exceeded. By default, calls are routed the call queue's dedicated voicemail inbox. Please add call queue members to Voicemail Access below. Route to drop-down menu: Select a routing option, then use the text box to specify the route. You can route to any extension in the account: Voicemail (Recommended) Leave voicemail to: Route the caller to the voicemail belonging to one of these extensions. Current extension (call queue's voicemail) (Recommended) A particular User An Auto Receptionist A different Call Queue Voicemail Greeting: Click Audio Library to select, record, or upload custom audio. The greeting plays before routing the call. Note: If routing to another extension's voicemail, the voicemail greeting you set will override the greeting set for that extension. Select Follow User Voicemail Greeting in the drop-down menu to use the phone user's greeting instead of selecting a replacement. A particular User An Auto Receptionist A different Call Queue An External Contact: If the account has a directory of external users, you can route calls to an external contact. A Phone Number: Route to an external phone number. Disconnect the call Closed hours If you set business hours, customize how calls are routed outside of business hours. Click Edit and select a routing option, then use the text box to specify the route. Your options are the same as Overflow above. By default, calls are routed the call queue's dedicated voicemail inbox. (Recommended)

Due to recent regulations (https://www.fcc.gov/mlts-911-requirements) all Zoom phone uses are required to have a dispatchable emergency address set, regardless of whether you work on or off campus. This applies only to Zoom users with Zoom phone, not to regular users. It also does not apply when you are using your Zoom phone mobile app, only your Zoom phone desktop or iPad app. Setting your emergency address requires several steps. Updating your current address Within the Zoom app on your computer, on the Phone tab, you may see a small red notification arrow in the upper right corner. If you see : Please click on it and follow the prompts to allow Zoom to access your current location. You may need admin access to authorize this on some Macs. If you see : Please click on it and follow the prompts to add an Emergency Address for where you are currently physically located (i.e. if you are at home, do not enter your office address). If you are on campus Zoom may auto-detect your location, in which case you may confirm or correct it. If you are off-campus, please select personal address, and if you are on-campus, please select company address. Be as precise as possible, including floor number in Address Line 2, if applicable. This information will only be used in the event of an emergency call to 911 from your Zoom desktop app. If this is your primary work location, you may set it as your default, then select Add. Zoom will verify your address and may suggest a similar verified address to use. After you update You may see the arrow notification return when you are in a new location, for example when you return to campus. Whenever you see that arrow, please update your location accordingly. Your location may already be listed and available to select. Once Zoom has "learned" your locations you won't see any more new prompts for location. Setting your default address Once you have entered the address for your primary location (assigned campus office, home office for permanent remote work, etc.) it is important to set it as your default location, if you did not already do so in the steps above. Go to zoom.us, select Phone from the left menu, then select Settings (or click here) Check your default Emergency Address. If it is not correct, or if it lists Fuller's default address (135 N Oakland), please edit it to set the correct location. You may choose any company address or personal address which you previously entered in the steps above. If you do not see an appropriate personal address, you may click on Personal Emergency Address and Add one. If you have any questions or run into any difficulty, please contact vcsupport@fuller.edu

Here are instructions for setting up and using the Zoom phone feature with your Fuller Zoom account. Part 1: Setup Signing into Your Zoom Account After accepting your initial Zoom account invitation, you can change your settings at zoom.us. Once you sign in, click Phone on the left-hand column to go to your Phone settings. The first time you go to your settings, you will need to confirm your area code, timezone, and set a PIN (optional) to check your voicemail by dialing in. Choosing When and Where You Get Phone Calls Under your Phone Settings, Call Handling is where you control when and where you receive phone calls. Business Hours start as 24 hours/7 days, which means you will receive calls at any time. You can edit this to select specific hours when your phone will ring. Incoming calls outside these hours follow the settings for Closed Hours, which default to going straight to voicemail. You can edit Call Handling to choose where incoming calls ring: Zoom Desktop Apps is the Zoom app on your laptop, and Zoom Mobile Apps is the Zoom app on your phone. You can disable any of these, or add an external phone number if needed. You will notice under Closed Hours all Call Handling options are turned off, which means the phone will not ring at all during these hours, and calls are set to Forward to voicemail. Below Closed Hours you can manage your Holiday Hours. These function just like closed hours for the entire time period. One option to consider is forwarding calls to another extension or external number, instead of voicemail, if you will be gone for an extended time. Recording Your Voicemail Greeting Beneath each category of Business Hours, Closed Hours, and Holiday Hours you will find the Greeting & Leave voicemail instruction section. This is where you can listen to and change your voicemail greeting. To change your voicemail greeting, click Edit then Add Audio. You can choose Text to Speech (an AI voice generator), Upload (a previous recording you have made), or Record by Computer (click the record button to record your message). Which ever option you choose, you must set an Asset Name and a Category (any is fine, this is how it will be stored in your account). Notice that you can create and set different voicemail greetings for Business Hours, Closed Hours, and Holiday Hours. This way you can customize the information a caller receives depending on when they call. If you want to reuse a recording, you can select Choose from Asset Library instead. Please make sure that you have set a non-default voicemail greeting each for Business Hours, Closed Hours, and any Holiday Hours you create. Part 2: Using Zoom Phones Signing into the Zoom App In order to make and receive phone calls/text messages and check your voicemail, you must sign into the Zoom app with your Fuller account (in order to actively receive calls on a laptop, you must also leave the Zoom app running in the background). If you are not signed in on any device, phone calls to you will go straight to voicemail, and you may check your voicemail, text messages, and missed calls the next time your sign into your Zoom app. Checking Voicemail On the Voicemail tab in the Zoom app you will find all your voicemail. From here you can listen to the voicemail, read the transcript, call them back, send them a text message and more (click on the ... for more options). You can also share the voicemail with someone else at Fuller (as long as they are also using Zoom phones). You may also listen to your voicemail on the Zoom website, but you do not have any of the other features found in the Zoom app. Making and Receiving Phone Calls To make a phone call with Zoom, you may type or key in the number you would like to call from the phone tab. If the person you are calling also has a Fuller Zoom phone, or they are in your email@fuller.edu Google Contacts with a phone number, you may also start typing their name to call them. Under Caller ID, make sure to choose the number you want to show on their phone, usually your Direct Number. If you are signed into the Zoom app during your Business Hours, your device will alert you that you have an incoming call with a ringtone and a screen popup with the name and number. You may answer or decline (send to voicemail). On your mobile device, phone calls use the Zoom app and not your normal dialer, so the ring will be distinct. Also, Zoom Phone calls use wifi/data rather than cellular lines, so if you do not have a good internet connection your call quality might be degraded. On the History tab in your Zoom app you will see any missed calls, along with the rest of your call history. From here you may call them back, send a text message, or many other options, similar to your Voicemail tab. Likewise, you may also check your call history on the Zoom website, but without any other features. Checking and Sending Text Messages To send a new text message, go to the SMS tab in your Zoom app and click on the New SMS button (small square with a pencil). You may then type the number (or name for someone with a Fuller Zoom Phone or in your contacts) at the top next to To, and your message at the bottom, and then press Enter to send. As with any text message, you may also attach a file or select emoji. You can also send a group text by adding more than one number to the To section. From this tab you can also see all of your text message history, respond to text messages, or call them back directly. Zoom Phone text messages are standard SMS text messages, exactly like the ones sent between mobile phone numbers. Unlike WhatsApp or similar "text-message-like" apps, the recipient does not need their own Zoom account or Zoom app. For a more extensive guide, here is Zoom's User Guide for Phones. For using the Zoom mobile app, here's a helpful video from Zoom: <span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span><span class="fr-mk" style="display: none;"> </span>