Starting in the spring semester Lafayette will transition its current phone system to Zoom Phone. The current phone system has reached the end of its lifespan and is no longer supported. For safety and security, it’s necessary for the College to move to Zoom Phone.
Why are we switching to Zoom Phone?
It is a cost-effective alternative that is already widely used by our peer colleges. It is also an application utilized daily by our faculty and staff, allowing them to do more within a system they already use. Additional benefits of Zoom phone:
Zoom Phone offers greater flexibility and privacy, as it enables employees who frequently travel or work remotely to access phone services wherever they are.
It allows employees to make and receive calls using their College number on their personal device without revealing their personal mobile number.
Does this mean that physical telephones will be changing?
Yes, most physical phones will be phased out as phone service is transitioned exclusively to Zoom Phone service. ITS will work with each division and department to provide more information, determine a schedule that fits that department’s needs, and guide the transition. At this time no action is required.
What is the timeline for this transition?
Work is anticipated to start and continue throughout the spring semester. ITS will work with each division and department to schedule training and determine a date to transition to Zoom Phone. Questions can be directed to zoomphone@lafayette.edu.
Using the Zoom Phone application
Do I have to download a new application on my computer?
If you have a Lafayette-issued computer that you currently use with the Zoom client installed, you will not need to download anything new. Your extension will appear as another tab within the existing Zoom application.
Will my phone number change?
No, all work numbers will remain the same and transition to Zoom Phone. Your work phone number will not change.
Do I have to use the Zoom Phone on my cellphone?
Using the Zoom mobile client on your personal cellphone is an optional convenience, not a requirement.
Will the mobile client use my cellular minutes or data?
Zoom mobile client requires an internet connection: Wi-Fi (a/g/n/ac) or wireless (3G or 4G/LTE). It will not use your cellular minutes, but may use cellular data depending on your plan and configuration. Zoom mobile client requirements.
Can you answer a Zoom Phone call while you are in a regular Zoom meeting?
Yes, you can answer a Zoom Phone call while you are in a regular Zoom meeting. When a Zoom Phone call comes in, you will have the option to:
Hold the current meeting and answer the call.
End the current meeting and answer the call.
Ignore the incoming call, which sends the caller to voicemail.
Alternatively, you can answer the Zoom Phone call on your smartphone even if your computer is running a Zoom meeting. You also have the flexibility to change your Zoom settings to prevent phone calls from interrupting a meeting, and you can escalate any Zoom Phone call directly into a full Zoom meeting to add features like video or screen sharing.
Will people see my personal number if I call from Zoom Phone on my smartphone?
No, if you make a call from the Zoom app on your phone, the call recipient will see your Lafayette College phone number.
If I choose to take Zoom Phone calls on my computer instead of my cellphone, how does my phone ring?
Your calls will come through the Zoom App on any devices that you’re signed in on (computer, smartphone, tablet, etc.). You may go to phone settings on the Zoom portal to change how this behaves—for instance, you can elect to ring a computer first, then try your mobile phone if you don’t answer your computer first.
Without a desk phone, where would calls go if your computer is off or you aren't on campus?
If you are not using the Zoom Phone mobile app, any missed calls will go to voicemail.
How do I make an emergency call from my Zoom Phone?
To make an emergency call while on campus, simply dial 610-330-4444 to contact Lafayette Public Safety for police, fire, and/or medical related incidents.
How will my Zoom Phone device connect for service?
Zoom Phone service on your work computer, smartphone, or other device connects through whatever internet connection the device is using—this could be the campus wired network, campus Wi-Fi, your home internet connection, etc.
We use a shared line in my department. Will this still work?
Yes, managing shared lines and permissions is available in the Zoom web portal.
Is texting/SMS supported with Zoom Phone?
No, the implementation of Zoom Phone will not support text/SMS.
Will I be able to make international calls from my Zoom phone?
Yes.
How is life safety being addressed?
Life safety use cases are being transitioned to a separate cellular system independent of the Zoom phone system.
Will Zoom Phone work during a power outage?
Yes, during a typical campus power event, Zoom phones at locations with backup generators will continue to work. Zoom Phones, like our current campus VoIP (Voice over IP) system, require power and network connectivity. The campus network has significant redundancy built-in including two diverse Internet routes and backup generators. Zoom Phone will also work from smartphones and computers over any Internet connection, including cellular data, providing more options for resiliency and mobility.
Zoom Training Videos
Voicemail
Where do Zoom voicemail messages go?
In the phone tab of the Zoom app, there are sections for call history, voicemail (with transcription), and phone lines that you have access to. The phone tab will appear once we have completed the Zoom Phone transition. Zoom Phone can also send you an email whenever you receive a new voicemail message.
What about my current saved voicemail messages?
Currently saved voicemail messages may not automatically transfer to the new platform. Users who wish to retain saved voicemails must download them before their department’s transition date. Training materials will be developed to guide users through this process.
Handset (desk phone) reduction
Will there be an option to have a physical handset (desk phone)?
Lafayette is prioritizing a “softphone-first” strategy, meaning the primary way to make and receive calls is through the Zoom application on your computer or mobile device. Physical desk phones are provided only for specific roles where the software application is insufficient for daily operations or is required for essential safety and operational needs.
While many use cases for physical phones have already been identified and addressed, we recognize that unique needs may arise. If you feel a desk phone is necessary for your role after speaking with the transition team, you may initiate a formal review by emailing zoomphone@lafayette.edu. Requests are reviewed by the steering committee and require final sign-off from the CIO.
Which areas are likely to retain physical phones?
A limited number of hardsets will be retained in common areas and specific departments with high call volumes or operational necessity.
What about conference phones?
The project includes a data usage review for the legacy conference phones to determine which ones will be replaced as part of the project.
Are there wireless headset options available for campus staff? What are the recommended headsets for using Zoom Phone?
Headphones or headsets can serve as an alternative to a desk phone when using Zoom Phone, connecting to your computer via USB or wirelessly. ITS recommends the following for use:
How do I send or receive a fax now that physical machines are being removed?
With the transition to Zoom Phone, every faculty and staff member with a dedicated extension now has the ability to send and receive faxes directly through their Zoom application. This e-fax service allows you to manage faxed documents from your College-issued computer or mobile device without needing to visit a shared copier or standalone machine. This digital-first approach ensures sensitive documents are delivered directly to your secure account rather than being left in a public area.
What happens to our department’s shared fax number?
As the College transitions from underutilized legacy technology, the majority of fax lines associated with departmental copiers are being disconnected. Departments should determine the best strategy for their public-facing contact information.
Are there any locations on campus that will keep a physical fax machine?
Yes. While most of the campus is transitioning to Zoom Phones, a limited number of physical fax machines will remain in place for essential legal and medical compliance needs. If you believe your area has a unique requirement for a physical fax machine that has not yet been addressed, please email zoomphone@lafayette.edu.
How should our department handle our existing shared fax number?
The college is transitioning away from shared departmental fax telephone numbers because all users with assigned Zoom extensions now have complete access to integrated fax functions directly within the Zoom application.
Each department should evaluate whether they wish to continue publishing a fax number. If your department chooses to maintain a public fax contact, we recommend publishing the extension of the individual who most frequently handles inbound faxes for the group. This ensures that faxes are received directly within that person’s Zoom account.