Note for Extension-Only Zoom Phone Users: WSU is in the process of migrating phone systems, which impacts call routing while two phone systems are in place and integrated.

  • What you might notice:

    You may continue to receive calls on your Zoom Phone from your old 10-digit university phone number.


  • Why is this happening?

    During the migration, calls made to your old number are automatically forwarded from the old phone system to your new Zoom Phone account. This is expected behavior while we operate both systems, ensuring no important calls are missed.


  • What do you need to do?

    For most users, no action is needed. This situation is temporary and will be resolved once the full campus migration to Zoom Phone is complete. You can choose to adjust the settings referenced below to reduce the number of calls received in this manner.


Individual User Settings: Tailor Your Call Flow

As a Zoom Phone user, you have granular control over how your calls are handled. These settings can be accessed through the Zoom web portal under Your Phone Settings. 

Customizing Call Handling for Different Times

A key feature is the ability to define different call handling rules for your Business Hours, Closed Hours, and Holiday Hours. This allows for automated call routing based on your availability.

  • Business Hours: For calls received during your designated work hours that go unanswered, you can set the "When a call is not answered" option to "Forward to voicemail." This ensures that if you're in a meeting or away from your desk, the caller can leave a message. You can also configure what happens when you are already on a call by setting "When I'm busy on another call" to "Forward to voicemail."

  • Closed Hours: For calls that come in outside of your set business hours, you can have them automatically sent to voicemail. This is ideal for maintaining a healthy work-life balance while ensuring callers can still leave important information.

  • Holiday Hours: Planning a vacation? Set up holiday hours in advance. For these specified dates, you can configure all incoming calls to go directly to a custom holiday voicemail greeting.

See more details about Call Handling for Closed hours and Holiday hours

Blocking External Callers

Some users prefer to speak with external callers on their own terms. External Callers are defined as calls hailing from outside the WSU phone system - vendors, clients, etc. You can accomplish this by forcibly directing external calls to voicemail. 

Navigate to your Block Rules located within Your Phone Settings and toggle the "Block External Calls) selection to on. Check each box based on your desired Call Handling rules (See above). To forward all calls to voicemail, check Business Hours, Closed Hours, and Holiday Hours. 

Blocking External Caller Settings Screenshot

Notification Settings

Incoming call notifications can be set to reduce interruptions from phone calls.

  • Incoming Call Notification Options: To reduce interruptions you can choose to either 'Block my current activity' or 'Alert me but allow to continue my current activity'

Incoming Call Notification Settings Screenshot

Spam

Please refer to the following support article for managing spam calls and settings in Zoom Phone: Zoom Phone - Managing Spam Calls - Knowledge Base - Confluence

VIP Delegation with Power Pack add-on

If you have a Power Pack add-on license, you can set up VIP Delegation to be contacted by phone only by users on your VIP list. This is particularly useful if you’re an executive who doesn’t want to be accessible to everyone unless you have explicitly allowed it.

Learn more here: Using VIP Delegation


Additional Support articles can be found on: Zoom's Support site

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