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Voice Service Migration FAQs

What is the difference between Zoom and Zoom Phone?

Zoom phone is a cloud-based calling solution that is used to contact someone using VoIP. Unlike the traditional Zoom experience, there is no video on this platform. 

What can I do with Zoom Phone that I couldn’t do with my Avaya phone?

  • Delegate call handling to another user

    • Call delegation (also known as shared line appearance) provides an easy way for phone users to assign others to handle calls on their behalf.

  • Send SMS text messages from your Virginia Tech phone number

    • Zoom Phone SMS allows you to send and receive text messages (SMS) using the Zoom desktop client or mobile app (SMS is not supported on the physical phone)

  • Elevate a voice call to a meeting  

    • Zoom Phone allows you to easily convert or elevate the phone call to a Zoom meeting. The other user can be on an external phone service, Zoom desktop client, or Zoom mobile app.

  • Manage your own call blocking list and rules

    • You can block incoming calls and texts (SMS) from a caller directly from your Zoom desktop or mobile app.

  • View a transcription of your voicemail 

    • You can quickly read and respond to voicemail messages directly from your Zoom desktop or mobile app. 

Why did we move from Avaya to Zoom Phone?

The primary reason for the move is to enhance self-service and automation capabilities for users at scale. Moving to Zoom Phone also enables the same Virginia Tech experience for all users, regardless of the location they’re working from, and ensures compliance with the latest 911 regulations.

Is a physical phone required to use Zoom Phone?

Zoom Phone traditionally uses the Zoom desktop client or the Zoom mobile app. While you have the option to have a physical phone connected, one is not required.

Will Analog DECT phone systems be supported in Zoom Phone?

Analog DECT phone systems will be supported. If an analog system worked on the Avaya System, it will most likely work on the Zoom Phone System.

Can I connect headsets to the Zoom Phone application?

Yes — as long as your headset can connect to your device, it will work with Zoom Phone.

How many devices can I be signed into at once?

You can be signed into three physical devices concurrently (this does not include mobile devices, which have no limit). If a fourth device is signed in, you will be signed out of the first device. See Zoom’s Signing in to Zoom on Multiple Devices article for more information.

Will Zoom Phone come with digital fax?

Zoom does not support digital fax — this feature is going to require some additional hardware deployment as well as other needs. A separate project can be initiated to investigate options. 

If we have a line that currently rings several different extensions, is it safe to do early migration on the destination lines? Can we expect them all to still ring when the Avaya line is called?

We would need to look at the number that is currently ringing other phones to determine how it’s configured. All users would need to be migrated at the same time in order for line appearances to continue to work.  

Does the Zoom Phone app require location services to be enabled?

Yes, to support 911 services.

If we have users who don’t have a VT extension currently, how do we request them?

All current Avaya users will be migrated to Zoom Phone. If they do not have a VT extension and want one, they will need to submit an ICR requesting that a new VT extension be set up for these users. 

When we have a new employee, what will the process be to assign the phone number, etc.? Will this process also be in place for the new faculty that will start on 8/10/23 or should we continue to use the same process?

The process right now will remain unchanged. If new voice services need to be set up, an ICR will still need to be submitted.

Once I’m migrated, is there a delay between Zoom Phone installation and receiving calls?

On the migration day, users will log out and back into the Zoom application to successfully migrate to Zoom Phone. After this, when the phone icon appears on Zoom, users are ready to use Zoom Phone.

Will student workers be licensed for Zoom Phone or will we need to provide them with a common area physical phone?

Zoom phone licensing is available for student workers. More information on this will be provided soon.

How will this transition affect common area phones?

Currently, common area phones cannot be configured via Virginia Tech Zoom Portal, unlike user phones. In the future, service users will have more options with common area phones. 

Who has access to adjust common area phone settings? 

Users have to submit change requests for common area phones through a 4Help ticket.

Is the new system compatible with all the features (including 2-factor authentication) to be used for users at VT regardless of whether their personal cell phone is a smart phone or not?

The Zoom Phone app is compatible with 2-factor authentication. The app can be downloaded on any smartphone, laptop, or computer. Apps cannot be downloaded on non-smart cell phones. 

What should I do if I receive a delegation email with a view request box that doesn’t have a link?

If you see a view request box that doesn’t have a working link when you receive a delegation email, you will need to upgrade your Outlook to a newer version.

Who should we be in touch with if we have any questions in the future regarding this transition?

You can reach out to NI&S Customer Service at 540-231-2800 or by emailing For additional resources, visit the user guides below:

Will the cost be low enough to move to an FTE cost structure and have soft lines for all faculty/staff?

The cost will not be changing this fiscal year. Another project is in the works concerning a cost structure change. 

How much does a physical phone cost?

Estimated costs are available on the NI&S website under Physical Phone Pricing.  

Will there be billing implications during this migration or any additional costs with the exception of the purchase of any new devices?

The intent is for current monthly billing to remain the same. For now, you will continue to be billed the same amount for your voice services. There will be no billing impact unless changes are made (additional services added, current services removed, new physical phones purchased, etc). However, there may be transitions and cost changes for the contact center, and there is a business model project that could change the way services are billed in the future as well.

Will we need to purchase our own new physical phones?

Yes, the business model is the same as it was for Avaya except that NI&S will be taken out of the supply chain to make these phones more cost effective. 

How can new phones be ordered?

We will have a list of supported phones that we endorse. Physical phones will be able to be purchased through HokieMart, and you will be able to make bulk purchases potentially early this fall 2023 or spring 2024.

If purchasing third party authorized vendors’ set phones, will the installation be done by the department or will NI&S provide that service via an ICR?

As long as you have an active Ethernet service where the phone is to be plugged in you will not have to submit an ICR or have NI&S complete the installation. There will be a provisioning tool that departments will use to provision their phones.

What are the requirements for PCI Compliance?

NI&S will be changing devices but not the design for phones that will be used to take Payment Card Industry (PCI) data, like credit card information. Please contact NI&S if there is a requirement for your phone to take PCI information. These phones will be located in an isolated network and transmit PCI data for an analog line. Note that any PCI phones require a change order to be moved.

What happens if I receive a phone call while my computer is off or don’t have the Zoom Phone application open?

If this happens, the app will notify you that you have missed calls. You will also be notified by email when voicemail messages are received even if you aren’t logged into Zoom Phone. See Zoom's Managing Voicemail Messages and Changing Zoom Phone Notification Settings articles for more information. 

Will calls be made/received via cell signal or via internet? 

Calls can be made over Internet or data — wireless, wired, and cellphone data (4G/5G).

Will voice calls take up a lot of data?

Data consumption for voice calls is very small. 

What information do we need regarding data-restricted phones?

In order to be used, all physical phones need an active ethernet port.

What will voicemail management look like?

You will be able to manage this through the Zoom Phone App settings. Click here for more information on updating voicemail settings.

Can I take a voice call when in a video meeting?

Yes, but Zoom will disconnect the audio from the video meeting.

Will the new system have the option to forward calls to personal cell phones, receive text notifications, and check voicemail remotely?

Most call forwarding will be restricted to on-system extensions. However, when necessary off-system call forwarding can be configured.  With the Zoom Phone app, you will not need to call forward your office phone to your cell phone. You just need to use the app on your cell phone to make/take calls. You will also be able to check voicemail from the Zoom Phone app, and you will receive an email when a voicemail message is left on your phone.

When I try to text a cell number from Zoom Phone, it says, "We don't know if this number has given consent. Only message this user if they have given consent." What does this mean?  What is the recipient consenting to?

By default, users need to provide consent for receiving SMS messages. Virginia Tech is an authorized institution to send SMS messages, therefore the individual consent to receive SMS messages is implied. Therefore, users can ignore this message.

If I answer a call on my physical phone and want to change to continue the call on the Zoom Phone app, can I do that?

Yes, you will need to extend the call. To do this, you simply need to place the call on hold. You can then pick up the call on whichever device you wish to continue on. On a physical phone you can just pick the line up. From your app, place the call on hold, select lines, and pick up the call.

Will there be a bridge to SIP phones?

You will not be able to use standard SIP phones, but we will have a list of phones that you can use.

Will users still be able to make international and long-distance calls using Zoom Phone?

Yes. Most users are configured with calling privileges that allow domestic long-distance calling. International long-distance calling privileges can also be assigned to users with the understanding that departments will incur usage charges for any international calls. 

Our departments communicate with International Vendors, International Conference Centers, International Hotels and gatherings with Alumni Events Abroad. Currently there is difficulty in communicating with folks using the Avaya phones, and we have had to resort to using personal cell phones and/or WhatsApp applications. Not all International partners (especially hotels) are able to interact especially since they may not use Zoom and only use hard wired phones. 

VT has been hit a few times over the past few years with Toll Fraud. As these instances were being examined the international calling capability had to be turned off.  During these times, no VT numbers could dial international numbers. As long as international dialing capability has not been turned off, international calls can be made as normal as long as the extension has the right calling capability. If you have issues making an international call, please submit a ServiceNow incident at 

Avaya Workplace (ec500) offers the opportunity to use a cell phone to return calls but it masks the cell number on return calls. Will Zoom on the phone similarly make it appear that the return call is coming from a 231 number?

Calls made from the Zoom Phone client will show the VT number associated with that Zoom Phone.  Calls made straight from the cell phone will show the cell phone number.

Currently the EC500 is used to allow users to easily decide if they want to receive calls from their office phone or not on their linked cell phone just by calling a phone number. What options will the Zoom phone have to allow easy separation at work or not if they are required to have an app on their personal cell phone?

You will only receive calls on the Zoom Phone app when it is logged in. When you do not wish to receive VT calls, you will just sign out of the app. 

My department has a phone tree that we use to manage incoming calls. Will that be supported on the new system?

Yes. Zoom Phone supports auto receptionists, call queues, and contact center features. NI&S will provide consultation to departments to help identify the most appropriate solution based on the department’s requirements to ensure that the features continue to function as they do currently. We can rebuild some configurations from Avaya, but cannot copy them over.  Auto receptionists and call queues are currently supported and contact centers will be supported in late 2023. 

As a department which is completely ‘on-prem’, conducting business in person.  We have multiple analog lines as well as phone trees set up in the Avaya system, it is imperative that we have these continue to work unchanged as well as have physical devices. Will these still be supported?

Yes, we will have a list of zoom certified devices. We can rebuild some configurations from Avaya, but cannot copy them over. We will want to discuss your current phone trees to determine how to best replicate that in the Zoom system. Analog lines will be supported as a separate project. 

My department receives a very high volume of incoming calls during certain times of the year and we currently use the contact center feature to manage the calls. Will that also be supported in the new system?

Yes. Contact center services will be supported in late 2023.  

Our department puts calls in from other lines when we hear them. What might that look like in a softphone first environment? 

You will be able to pick groups within the Zoom Phone app.

Call handling ring mode

If set to “Simultaneous” with “Call Waiting,” the “set a new call” feature will be presented right away.

If set to “Sequential” with “Call Waiting,” the “set a new call” feature will not be present until after the amount of time (5 seconds per ring) set in the Ringing Duration for Each Device field.

Can we adjust settings to "only ring phone" or "only ring computer" easily without it ringing the other one?

Yes — once you are migrated you can change your Call Handling setting using your Zoom Profile to determine which Zoom apps will receive calls. If you have both the Zoom Phone app and the Zoom Desktop app logged in, the call will only ring on the app(s) turned on in this setting.

What is the maximum amount of rings you would need to hear before following call handling rules?

The max wait time is where you set the number of rings before a call follows call handling rules.  Each ring appears to be approximately 5 seconds. You can choose seconds between 10 and 60 in 5 second intervals. (5 seconds = 1 ring, 10 seconds = 2 rings, 15 seconds = 3 rings, etc.)

Can you assign calls to other users?

Zoom Phone allows calls to be transferred to another on-system extension.  There is also a call delegation feature that allows you to grant access to your calls to other users in your organization. You can also park and retrieve calls from other devices and assign more than one phone number for a single user. See Zoom's Setting Up Call Delegation article for more information.

What will having multiple call lines look like? Will there be a line appearance without a ring? 

The user will give call delegation to others and set lines for everyone based on privileges.

Our department has phone service in our conference rooms. Will that be supported on the new system?

Yes — physical phones will be supported in the Fall of 2023.

Can I forward my Virginia Tech phone number to my cell phone?

Forwarding to external phone numbers is disabled by default. Users are strongly encouraged to use the Zoom mobile app which is available for both Android and Apple IoS devices. Exception requests for forwarding to your cellular phone or other devices will be considered on a case-by-case basis. 

Can you set business hours on Zoom Phone?

With Zoom Phone, you can set business hours and update settings for calls that go unanswered. You can set up how you want your call to be forwarded, or even allow calls to ring on all Zoom applications.

What is the role of a contact center in this system? 

Contact centers provide information, call routing, and call queueing. A contact center extension lives only in software and is not an extension that is answered by a person. As a call comes in to a contact center number, information is given, conditions are met, and calls are routed to the correct place.

Will there be Call Center focused training available for departments that reflects the options we will have within the Zoom environment at VT?

Yes. For call center/contact center applications, there will be a consultation session with each department individually focused on identifying requirements, a design review session, and training for supervisors and agents.

We really need to know if the Call Center functions our office requires can be supported by the soft client or if we will need to plan to purchase physical Zoom Phones for the entire office.

We anticipate that the call center requirements will be well served by the soft client, but additional testing and customer feedback will be factored into the migration plan.

As far as the July 10 cutoff, we are not sure what we should select being Premium Contact Center users currently. Do we need to answer at all if that is the case?

Extensions associated with a Contact Center will not be eligible for migration prior to Fall 2023.  For extensions associated with a Contact Center you do not need to pick a Migration phase.

VTES is a call center and set up to have an after hours override so we can answer phones in case of a power outage after hours. Will this feature still be available?

This feature won’t work the same way as Avaya but will have similar outcomes. 

Is there an easy way to manage in and out of office over the phone to prevent calls to those that are not working in a call center application?

Contact centers and associated users will be migrated at a later date. There will be a way for agents to sign in or out for taking contact center calls.

Will the Zoom Contact Center solution…

Provide a *main* phone line number that then evenly distributes calls to a bank/queue of available staff?

Yes. There will be support for simultaneous, sequential, rotating, longest idle, and group rotating call distribution options. 

  • Simultaneous: Rings all available members at the same time.

  • Sequential: Rings available members one at a time.

  • Rotating: Rings available members in a regularly changing order so that calls are distributed evenly.

  • Longest idle: Routes calls to the member who has been idle for the longest time (they have not answered a queue call). If the member that has been idle the longest does not answer, the system will rotate to the next member that has been idle for the longest time.

  • Group rotating: Rings a configurable subset of queue members simultaneously (the subset is defined by the group size), before moving on to ringing the next subset of queue members with the next call or after a configurable ringing-time interval.

Provide a way for staff to mark availability that is recognized by the call center/phone bank/queue?

Yes. Zoom Contact Center agents can set their availability status to determine whether they receive inbound notifications for your queues. The status is also reported to contact center supervisors.

Provide call analytics on calls answered and staff away times?

Yes. Agent availability and status information is available. Please refer to the Contact Center metrics glossary  for additional information. 

Provide support for shared phone extensions?  

Let’s plan to discuss this question. In general, shared line appearances are available through self-service delegation and shared line groups can be administratively configured. Zoom Phone supports shared lines with up to 10 members. All members must be migrated at the same time. Shared lines, used for Contact Centers, will be migrated as part of a Contact Center project.  For more information on shared line groups, click here.

Provide a straightforward interface to manage the systems above?

This is somewhat subjective. In general, we think that Zoom values user experience and does a reasonable job with user interface design. 

Would it be possible for NI&S to set up a call center focused test environment either independently, or with EM IT volunteers, and test/demonstrate ahead of the new Zoom call center being put into production?

We are planning to maintain both a development and production environment.

Will the Avaya Phone System become obsolete sometime around May 2024?

May 2024 is the target date for decommissioning the Avaya system. That date is subject to change, but we are working diligently towards that goal. 

What about analog conferencing phones?

Analog conference phones will be supported with the new system. 

What about licensing for phones at stations that are open for wage positions?

Let’s plan to discuss this question to ensure we understand the use case and concern. 

Have you worked with other Universities that have migrated to Zoom phone operations in a similar fashion?

We consulted with several other universities to include Arizona State, Michigan, MIT, Southern Cal, and UVA regarding their Zoom Phone strategies. There may be opportunities for additional collaboration, but we are a little ahead of most of our peers in the Zoom Contact Center space. 

Can I continue to use my existing Avaya deskphone on the new Zoom Phone system?

No. The 9600 series Avaya phones used with the existing system are no longer supported by the manufacturer and are also incompatible with the Zoom Phone system.

What should I do with my old Avaya deskphone?

Any old Avaya deskphones should be sent to surplus by the department.

I have tried using the Zoom desktop and mobile apps, but I still want a physical phone. Will that be supported on the new system?

Yes — NI&S supports the Poly Edge E series telephones which will be available for departments to purchase for users who require a physical deskphone.

If I only want to use a physical phone, do I still need to download Zoom-related applications on my phone or computer?

No — all users will have access to the Zoom Phone app, but it does not have to be used. Physical phones will continue to operate after being provisioned.

If I have a physical phone, can I still use the Zoom Phone app?

Yes — using both a physical phone and the Zoom Phone app is possible. All regular users have access to the app by default. For custom use cases, such as a standalone physical phone (like a common area) with no user assigned to it, that phone will not be connected to the Zoom Phone app and can only be accessed via physical phone.

When I receive my physical Zoom Phone, can I just plug it in to set it up? 

As soon as provisioned, all Zoom Phone applications are ready to use. Poly phones (physical phones) must be set up by each department’s Service Manager. Please see here for more details on setting up your Poly phone. 

Are labs required to have physical phones?

NI&S refers departments to Emergency Management and/or VTPD for requirements. Each building will have a physical emergency phone on each floor, but there is currently not a university policy requiring phones for labs. Please check with the Virginia Tech Environmental Health and Safety (EHS) department for details.

What is the cost for physical phones? 

For budgetary and planning purposes, the cost of the recommended phone for knowledge workers is approximately $200/each. The cost of the recommended phone for common areas is approximately $125/each. Visit our Physical Phone Pricing page for more information.

When should a department order physical phones to ensure arrival before their chosen migration date?

NI&S recommends ordering physical phones at least three weeks prior to your migration date.

If someone within a department changes offices, do they take their physical phone with them?

No — physical phones are purchased and owned by each department. By default, physical phones remain with the department that purchased them.

If I have a physical phone, can I still access the Zoom Phone app from there and check my voicemail?

Yes — every user has access to voicemail, and voicemail can be accessed through the physical phone, Zoom app, or Zoom webpage. Additionally, you can call in to check your voicemail on the physical phone.   

If I have a physical phone, can I also use the Zoom Phone app on my computer?

Yes, if you’d like to use both a physical phone and the Zoom Phone app on your computer, then that’s possible. This decision varies by user. If there’s a standalone physical phone (like a common area) with no user assigned to it, then that phone will not be connected to the Zoom Phone app and can only be accessed via physical phone. 

For those who opt to have a physical phone, will this work similar to the Unified Communications setup/Avaya app where it will ring both places and you can use either?

Yes — if you have a physical phone, you can still have the Zoom Phone apps on multiple devices. It will ring wherever you are signed in.

Our office has a landline/analog phone for use in an emergency/when the power may be out. What is the best replacement option?

Analog service will be available in the Zoom system and should work with your current analog device. Departments will be responsible for purchasing these phones. Click here to view NI&S’ suggested analog phone.

Will the new deskphones have Ethernet passthrough?

Yes — you will be able to use Ethernet with the new deskphones.

Will a specific deskphone be linked to my phone number?

No — with Zoom mobile’s tap to hot desk function, you can use any deskphone to take phone calls that come to your extension simply by logging in with your credentials or PIN. Tap to hot desk requires users to have a near field communication (NFC) enabled iOS or Android device. Click here for more information.

Service Managers can also order and link physical desk phones to specific users. By default, every Virginia Tech employee has access to the Zoom Phone applications.

How do we prepare departments for the Zoom Phone migration?

Departments will need to perform the following tasks using the Zoom Phone Application in the NI&S Portal:

  • It is very important that ALL voice services are reviewed to ensure that the users assigned to each service are correct. This helps make the transition speedy and smooth. If there are multiple services that have one user assigned (such as a liaison assigning themselves to multiple extensions), the department will need to determine what the use case is for this phone. Is it a common area phone that doesn’t really need a user assigned? Is it a phone number for a vacant position that they wish to keep? 

    • Note that once you submit information for any extensions to migrate to Zoom Phone, please do not make service user changes through If the service user needs to be changed for an extension, please send an email to for assistance.

  • Provide an accurate count of how many physical phones will be needed, if any. 

  • Provide a list of all fully remote users. This ensures that emergency services work properly. 

  • Schedule a consultation with NI&S if necessary by emailing

Service managers should review this website for more information.

I’ve scheduled the extensions for migration and have the physical phones, so what do I do now?

For each group with physical phones, the Service Manager will assign each phone to its correct user in the Service Portal on the designated migration day.

Can we choose to migrate some lines and leave others in place for now?

Yes, but keep in mind that if there are shared lines/line appearances, all users that are part of that line will need to migrate at the same time. 

What is a remote user?

A remote user is defined using the HR standard definition. Practically speaking, we are interested in identifying users who never or very rarely work on campus or any Virginia Tech owned/operated facility (including leased buildings) for the purpose of applying policies and settings that determine how we support and report 911 calls. 

How will the transition affect hybrid workers?

Hybrid workers are configured as if they are on campus. They will have options for physical phones and Zoom Phone, and can also have a physical phone at their home office.

As a hybrid worker, I will have the Zoom Phone app on my cell phone. I don’t have strong cell reception in my building. What will I need to do when I work on campus?

You can have the Zoom Phone app on your cell phone, laptop, and desktop computer. When working on campus, you can either connect your cell phone to Eduroam or use your laptop/desktop computer connected to campus Ethernet.

How will this transition affect Unified Communications where staff also receive calls on their computer while teleworking?

The Zoom Phone app will replace the current Unified Communications app.

If we have a line that currently rings several different extensions, is it safe to do early migration on the destination lines? Can we expect them all to still ring when the Avaya line is called?

We would need to look at the number that is currently ringing other phones to determine how it’s configured. All users would need to be migrated at the same time in order for line appearances to continue to work.  

Our building is an older unit. Will there be a need for better wifi or will this operate via ethernet?

We will need to address these concerns based on your current location. Further discussion will be needed.

Would there be any way to have a test environment set up for early adopters within an office that could then be used for production once any/all adjustments are made?

Virginia Tech has a Zoom Phone test environment, but it is separate from the production (live) instance. Please contact NI&S for specific needs.

What is the timeline for the change from Avaya to Zoom Phone?

The migration will take place over the next year in phases. All voice services will be migrated over prior to June 1st, 2024. SeptemberAugust 61, 2023 is the tentative date for users who will be considered early adopters and don’t need a physical phone to be migrated over to the Zoom Phone Application. Subsequent phases are tentatively planned during the fall and winter 2023, and spring 2024 sessions for the upcoming academic year with specific dates to be determined. Click here to view the Zoom Phone migration schedule. 

If you or your department is in need of a physical phone, you will not be able to receive them until the fall of 2023 because they will not be migrated over until then. NI&S will reach out to departments individually for further updates.

When are remote campuses expected to migrate?

Migrations for remote campuses will start later in the fall of 2023.

Will we need to complete an ICR to end the service of the Avaya phones once the Zoom client is initiated?

No, the VoIP service that is provided using the Avaya phone is disconnected when we provision Zoom Phone for the users. Departments will see a service description change on their monthly bill once this takes place. An additional ICR to disconnect the Voice Service-VoIP is not needed. 

Will our current Avaya phones still pass through Ethernet to our computers once we’ve migrated over or will we need to physically take the phone out of the chain?

Yes, this should work as a lower layer of the network but needs to be tested. However, once you are migrated, there is no reason to leave the Avaya phone plugged in. You can just connect your computer straight to the Ethernet outlet.

Can early adopters roll back to Avaya if needed?

No. Avaya information for a user will be removed after being migrated, and Avaya Phones and Soft Client will no longer work.

As a service manager for my organization, if I do not want to migrate any of my organization’s services during the Summer of 2023, is there anything that I need to do right now? 

No. It is a phased migration with completion targeted for Spring 2024. The first phase is intended for early adopters.

If our organization has users that require a physical phone, when should we migrate them?

Users requiring a physical phone can be migrated anytime between Fall 2023 and Spring 2024.

Why are the only migration options on the survey for the summer and fall?

Additional choices will be added later in the year. 

We have two large switchboard type phones (phones with attached button modules). Will these be able to migrate, and will it affect the operation of the switchboards?

Several different physical phones are available as well as an add-on expansion module that will allow for extra shared lines/line appearances. Contact centers will be supported in a project later this year.

We have analog setups in an older rental building. Does the wiring in this building impact the capacity of the system demands? We have been told ours is very outdated.

NI&S will need to work individually with departments located in older, rented spaces to determine how to proceed. 

What should be done with old Avaya phones after the migration is complete? Will it count as surplus property or be discarded?

Departments should follow university policy for properly handling the removal of university property. Click here to view Virginia Tech’s policy and procedures on managing surplus property.

With this transition, will the timeline of completing ICRs change?

The timeline for ICR processing would remain the same.

Will this transition affect our panic buttons?

The migration will not affect the panic buttons. Those connections are not part of the voice system. They use cable plant facilities only.

What should I do if I requested to be in the pilot but haven’t been migrated yet?

Make sure that you put any information needed into the Zoom Phone Migration Application if you want to be migrated this summer.

What are the options where digital phones were needed in the past?

Digital phones will not be supported on the new system. Analog phones are recommended for use cases where the digital phone was designed to provide high availability access to emergency services. The Zoom Phone application using cellular data (i.e. smart phone or cellular hotspot) is recommended for continuity of operations use cases. NI&S will provide consultation to departments to help identify the most appropriate solution based on the department’s requirements. 

I want to keep my voicemails.  Will they be available after I migrate to Zoom Phone? 

If you wish to save existing voicemails on the Avaya system, you will need to submit a ServiceNow ticket at and follow the procedures here.  Keep in mind this will need to be done prior to the port date.   

What equipment and settings are recommended? 

Any Zoom certified peripherals can be used with Zoom Phone and Zoom Contact Center and include the following link:

The Zoom Phone app needs to be active to make and receive calls. Any calls received when the app is not running will be sent to voicemail by default. Please check your device’s power settings to know when your device may enter sleep mode when not used.

How do I replace my Avaya phone with a registered Poly phone? 

Procedures for this can be found here.

How can you call forward a VT extension to a cell phone?

Forwarding to external phone numbers is disabled by default.  Users are encouraged to use the Zoom mobile app which is available for both Android and Apple IoS devices. Exception requests for forwarding to your cellular flip phone or other devices will be considered on a case-by-case basis. If an exception is granted, the instructions below can be used. 

For the Call Handling section:

  1. Sign in to the Zoom web portal.

  2. Click Phone.

  3. Click on the settings tab.

  4. In the business hours or closed hours section, click edit next to “call handling.”

    • Note: to edit call handling settings for holiday hours, click manage next to “holiday list” & “call handling,” select a holiday, then click edit next to “call handling.”

  5. Click add phone number to forward to an external phone number; for example, a personal phone number that is not part of Zoom Phone. You can also edit or delete existing external phone numbers.

    • Country/region: make sure to select the correct country/region in the drop-down menu so you can add the external phone number. Some countries share the same country code, but appear to have separate entries in the drop-down menu.

    • Phone number: enter the area code and phone number of the external number. 

    • Description: enter a description to help you identify the external number.

  6. Click save.

  7. (Optional) Select the check box and require users to press 1 before connecting the call if you would like users to do so before connecting to external phone numbers you've added above.

    • You can also forward to an external number using the when I’m busy on another call and When a call is not answered settings.

How do I change a ringtone in Zoom Phone?

To change the Zoom Phone ringtone on Mac and Windows OS: 
  1. Open the Zoom app

  2. Select “Settings”

  3. Select “Audio”

  4. Scroll to the “Ringtones” section

  5. Select the drop-down next to your extension or “Direct Number.” It will say “default.”

  6. Select the preferred ringtone. Each tone can be played by selecting the button on the right of the name.

To change the Zoom Phone Ringtone on Android:
  1. Open the Zoom app

  2. Select “General” (the settings option)

  3. Select “Ringtones”

  4. Select “Phone”

  5. Select either the extension or direct number

  6. Select the preferred ringtone

Zoom Phone Application Installation Procedure for Mac Users

  1. Download and launch the installer. 

  2. Continue clicking through the installer to the Installation Type screen. 

  3. Click the Change Install Location button.

  4. Select Install for me only and click Continue. Note: this is the most important step. You will not be able to update the software yourself if you choose any option other than Install for me only. 

  5. Continue installation as normal.

What settings will a user be able to manage themselves in Zoom Phone?

Emergency address and caller ID are just a couple of the settings that can be managed by the user. Zoom's Changing Phone Settings article walks through how to change specific settings in Zoom Phone. 

Do the users need to make changes or updates in their current individual zoom VT account settings?

Zoom account changes will happen as part of the migration.

Can the texting feature be turned off or is it always on?

An administrator can turn it off by user / extension depending on if the user needs it or not.

How do I set up and change emergency addresses?

Through Zoom’s nomadic emergency services, it is important that you add and update your emergency addresses so that when emergency calls are placed, responders will know your location. If a user is only working remotely, this also needs to be defined to ensure that Emergency Services works properly. Click the links below for more information on this service.

How should we proceed if our room number is not in the pre-loaded dropdown list under Emergency Address or Choose a Company Address?

Try searching for a room number if the street address does not appear.

For softphones, do the users have to sign a waiver related to the University/State of VA 911 location for emergency response?

The waiver will no longer be required — addresses will be updated in zoom manually by the user to make this more accurate. 

Can you add users who are outside of your organization to Zoom Team Chat?

Yes, if your admin grants you permission. To do this, click the “plus” sign on the contacts page at the top left, click “Invite a Zoom Contact,” and enter their email. The contact added will then receive a notification to accept. Zoom's Managinig Contacts article includes more information.

How do you update the user who is assigned to an extension or telephone number?

Service managers can update the users associated with different services in the Service Inventory application, by clicking on each organization and assigning a new user. 

Are there any plans to change the auto-logout policies and make them longer? 

The logout policy is the one used by the DUO/2FA application. The SSO logout time for Zoom clients has been increased from seven days to 30 days.  Zoom clients will only have to be authenticated once every 30 days.