Zoom Phone - Frequently Asked Questions (FAQs):
Capital Health is starting a project to upgrade and migrate the organization’s landline phone service to Zoom Phone. This project involves replacing all physical phones, including in offices, on units, and in patient rooms.
Calling Features
What features will be available with Zoom Phone?
Features include the standard desk phone functions we previously had, such as a phone speaker, call hold, call transfer, call forward, etc., but Zoom phone includes advanced functions such as:
- Ability to retrieve your voicemail messages via email—with Zoom Phone, a standard feature is available for all users and no longer needs to be requested through IT. The email will include an audio file as well as a transcript of the voicemail message.
- Easier dialing capability between Capital Health locations
- Updated phone hardware
Project Progress
How can I prepare for my department’s transition to Zoom?
IT/Telecommunications will reach out to your department manager directly in advance of your department’s transition to Zoom. It is important that they verify the accuracy of the current phones assigned to your department. IT will work your department manager for all verifications. If there are phone lines that are no longer needed, those lines will be removed. Note, all employees are required to check their voicemails in advance of their install date provided by IT (see next question below), then set up a new voicemail greeting once Zoom Phone is installed.
Voicemail
What will happen to old or saved voicemail messages?
Saved voicemails will NOT transfer to Zoom Phone. You can download saved voicemail messages from the current voicemail system. Click on the web link then enter your credentials, which are your previous 7-digit extension number and the voicemail password (all digits). http://voicemail.chsnj.org:8081/user/login/
Devices & Compatibility
Does this mean that physical telephones will be changing?
Yes, our previous physical phones will be phased out and phone service will be transitioned
exclusively to Zoom Phone service. IT will work with each department ahead of time to
provide more information and guide the transition.
Will I be getting a new extension and external phone number?
Your external phone number does not change; however, your internal phone number
will change to only a 5-digit code. It’s the last number of your location code and the last 4
digits of your extension. For example, 801-8844 will become 1-8844 internally but remain
609-303-8844 externally.
Note, similar to an area code, you will see a “1” before the 5-digit extension which every
employee will have regardless of location, but it is not needed for calling internally.
What happens if I have a new extension but I’m calling a department that has not
transitioned over to Zoom and has the previous 7-digit code.
The 7-digit code will work in the interim until the Capital Health Zoom Phone conversion is
fully complete.
What happens to phones in patient rooms?
The Zoom project includes transitioning patient room phones as well; however, patient
phones will be configured with DINE and TV repair speed dials.
How can I use my Zoom phone number with my personal cell phone?
Individuals can install the Zoom mobile app, which integrates with iOS/Android phones.
Using the Zoom app is similar to using FaceTime or WhatsApp for calls. It allows you to use
your work Zoom phone on your cell phone. See mobile app download instructions here.
Outbound calls using your Zoom phone number function the same as using the phone in
your office. For example, using the app, if you make a call out, your caller ID will be your
office number. Inbound calls to the Zoom phone number will also display on your cell
phone as coming through Zoom.
How will caller ID work on Zoom?
The caller ID displays when making and receiving calls and varies depending on whether
the call is internal or external. Generally, your work phone number will be displayed on
outbound calls outside the organization, while your name (or the name associated with the
phone line you use to make your call) and phone number will display internally.
Will there be an option to have a headset with my physical handset?
Zoom Phone supports a wide range of hardware: physical handsets as well as headsets.
IT/Telecommunications will designate hardware based on need and job role.
Call Routing
How will Zoom Phone handle phone numbers ringing to multiple phones?
Just as we have now with our current phone service, with Zoom Phone external phone
numbers may be routed to one person or an assigned group of phones.
For example, nurse stations will have call groups that can ring at multiple places at the
same time, similar to how it works now.
In contrast, offices have phone numbers that dial one phone to best meet the needs of the
office environment.
Will we have access to call tree/auto attendant features?
Zoom Phone does have this capability, and IT/Telecommunications will work with
departments on how best to configure the environment for these features and flexibility
when needed.
Faxing
How will fax lines be transitioned or replaced?
Fax lines will not be migrated until near the end of the project timeline. In the meantime,
IT/Telecommunications will continue to assess migration and solutions.
Will Zoom phones be accessible? How will TTY calls be handled?
TTY phone systems will not be included in the initial transition to Zoom Phone. You will
retain access to the 711 system at this time.
Resources & Support
How can I learn more about using Zoom Phone?
Please refer to the memo and job aids here Zoom Phone | Knowledge Base | Capital Health
Memo about Zoom phones: http://capitalink/documents/resources/is/Zoom_phone_project_-_all_employee_memo_FNL.pdf
*If you have any questions, please contact the IT Service Desk at extension 4343.*