Introduction Video to the Zoom Phone Application

Zoom Phone Services

Voicemail & Account Services

Glossary of Zoom Phone Terms

Please see below for descriptions of common Zoom Phone terms in alphabetical order. 
Clicking the term will open the corresponding Zoom support article for more information and guides on using the feature.

Auto Attendant/Auto Receptionist: An automated system that answers calls and provides options to direct the caller to the right department or person.

Call Delegation: A feature that allows one person to manage another person’s calls, such as an assistant handling calls for their manager.

Call Forwarding: A feature that automatically sends incoming calls to another phone number.

Call Handling: Customize call handling settings to determine how calls are routed during business, closed, or holiday hours.

Call History: A record of all the calls you have made, received, or missed.

Call Queue: A system that places incoming calls in line to be answered by the next available representative.

Caller ID: A phone system feature that allows the person you're calling to see your name and number. A Caller ID consists of two parts:

  • The Caller ID Number is the phone number attached to the caller.
  • The Caller ID Name is the name displayed in text with the caller ID number.

Conference Call: A call where multiple people can participate at the same time.

Contacts: A list of people’s names and phone numbers that you can call.

Deskphone/Handset: A physical telephone device that you use to make and receive calls.

E911: Enhanced 911, a service that provides emergency responders with your location when you dial 911.

Elevate Call to Zoom Meeting: A feature that allows you to turn a phone call into a Zoom video meeting.

Emergency Address: The physical address you provide to be used by emergency services in case you dial 911.

External Call: A phone call made to someone outside of WSU.

Internal Call: A phone call made to someone within WSU.

Live Transcription: A feature that converts spoken words from a call into written text in real-time.

Merge Call in to a Zoom meeting: Combining a Zoom Phone call into a Zoom meeting, allowing all participants to join the video meeting seamlessly.

Monitor Phone Users (Listen, Whisper, Barge):

  • Listen: Secretly hear a phone conversation without the parties knowing.
  • Whisper: Speak to one person on a call without the other party hearing.
  • Barge: Join a call and talk to both parties.

Park Call: Placing a call on hold so that it can be picked up from another phone.

Shared Lines: A phone line that is shared among multiple users, allowing them to make and receive calls using the same phone number.

Softphone/Headset: A software application on your computer or mobile device that lets you make and receive calls using a headset.

Transfer Call: Moving a call from one person to another.

Voicemail: A system that records messages from callers when you are unable to answer the phone.


Need Help? You can submit a ticket from our Jira service desk: WSU Zoom Service Desk