Zoom Phone is a cloud-based phone service integrated into Zoom's communication platform. It allows users to make and receive calls using devices like desktop computers, mobile phones, and desk phones. Visit the Bruin Voice Reference Materials webpage to learn more.
A softphone is a software program with calling and texting capabilities. With the softphone, users can operate Zoom Phone on their existing devices (e.g., computer, tablet, mobile) through the Zoom app.
See Softphone Benefits for some of the benefits of Zoom Phone.
Zoom Phone is built into the existing Zoom app that UCLA uses for video conferencing. No separate installation is needed to access Zoom Phone if you already have the Zoom app downloaded. If you do not have the Zoom app installed, contact your local desktop support.
You can access Zoom at https://ucla.zoom.us (for campus customers) or https://uclahs.zoom.us (for UCLA Health customers) using SSO.
Prior to your Go-Live date, a phone icon will appear on the Zoom toolbar to indicate that Zoom Phone is being provisioned. On your Go-Live date, you’ll be able to access the phone icon to make and receive calls. If the phone icon is not showing, make sure you are signing in through https://ucla.zoom.us (for campus customers) or https://uclahs.zoom.us (for UCLA Health customers) using SSO.
Yes, users can update their profile name at any time. Zoom phone uses the same name that you set up for meetings.
Your Zoom phone is associated with your official email address. Please make sure you are signing in through https://ucla.zoom.us (for campus customers) or https://uclahs.zoom.us (for UCLA Health customers) using SSO. If you still do not see a phone icon, please submit a PCR-360 request and a consultant will provide assistance.
Note: If you accidently logon to the wrong tenant, you will lose your phone icon and will need to submit a PCR-360 request.
Please submit a request through the PCR-360 CustomerCenter.
Navigate to Submit Request > Select Topic > Zoom Phone Changes & Questions.
If you are using Zoom Phone on campus, you should be using the university WiFi network and your data plan will not be impacted or charged. However, if there is no WiFi, then Zoom Phone is subject to your data plan.
Zoom has incorporated security measures to ensure every phone call falls within our best security practices to keep your data safe. Zoom uses end-to-end encryption during the provisioning of phones and during VoIP phone calls.
For further security information, please check out the Compliance section of the ITSP FAQ and the following links:
Any Zoom user, including students, are able to add their phone number in Zoom voluntarily, even if they do not have Zoom Phone. For reference, telephone numbers are considered directory information under FERPA at UCLA.
Please submit a request through the PCR-360 CustomerCenter.
Navigate to Submit Request > Select Topic > Zoom Phone Changes & Questions.
Shared lines are handled in three ways:
- Call delegation is used for phone users that need to answer another end user's phone.
- Shared Line Groups (SLG) are used for lines that several phone users answer simultaneously, such as main department lines. The SLG number will appear as a “button” on the Zoom phone app.
- Call Queues (CQ) are used for lines that several phone users answer, such as main department lines, but they have more advanced features such as different types of call handling (sequential, longest idle, etc.).
Zoom has multiple redundant data centers across the country. If one data center goes down, the number can be seamlessly moved to another without interrupting service.
Please connect to Eduroam with your device and log in using your UCLA Logon ID and password. UCLA_WEB does not support Zoom Phone as it was only designed for guest users.
No. With Zoom Phone, you no longer need to dial 8 to reach an outside line. Simply dial the phone number directly.
Your phone number is located in the Zoom application at the bottom of the page under the Caller ID. If you have access to multiple numbers, you will see a drop-down menu with the numbers you have access to.
You can have Zoom Phone on multiple devices but can only be signed into Zoom on one computer, one tablet, and one phone at a time. If you sign into an additional device while logged into another device of the same type, you will be logged out automatically on the first device. For example, you can sign in and use Zoom on your laptop, iPad, and iPhone simultaneously. However, Zoom will log you off the first iPad if you sign in to a second iPad.
For UCLA campus customers, SMS is available to new Zoom phone users on a rolling basis. All softphone users from the Bruin Voice project already have SMS enabled. Once your line is fully migrated and ported to Zoom, you will see SMS appear on your Zoom Phone interface next to “Lines.” You can text any number that also has SMS capabilities.
Please note: The ability to send text messages (SMS) using Zoom Phone is NOT AVAILABLE for UCLA Health customers due to HIPAA restrictions.
Yes, when traveling outside of the US, your Zoom phone will still behave as it does in the US. If you want to make calls to countries outside the US or Canada, including countries you are visiting, you need an international calling plan. International Long Distance Call Rates apply. To enable calling outside the US or Canada, please include this on your workbook.
If you already have Zoom phone and need international service, please submit a request through the PCR-360 CustomerCenter.
Navigate to Submit Request > Select Topic > Zoom Phone Changes & Questions.
Note: Since each country uses a different number for local emergency calling, Zoom Phone emergency calling will not work in other countries the way it does in the US.
Please see Frequently asked questions about outbound calls blocked or tagged as spam to help troubleshoot outbound calls blocked or tagged as spam.
Yes, you can set your status to Do Not Disturb if you want to temporarily block calls. Or for a more permanent solution, in the Zoom client, click on your picture and go to Settings > Phone > Hide incoming calls while in a Zoom meeting and check the box.
Yes. You can do any of the following:
- Make or receive a Zoom Phone call while in a Zoom meeting, then switch back to the meeting.
- Start or join a Zoom meeting while on a Zoom Phone call, then switch back to the phone call.
- Merge a Zoom Phone call into a Zoom meeting.
Yes. You can transition from one mobile device to another while on an active call.
Yes. You are welcome to use any personal headset devices that connect to your computer, tablet, or smartphone.
For UCLA campus customers, yes. An email is automatically sent with the voicemail recording.
Yes. For UCLA campus customers, WaveMail is going away, but downloading and sharing voicemail audio files will be just as easy with Zoom Phone.
Yes. UCLA campus customers can receive voicemail transcripts and audio files by email. You can add one or multiple email addresses in your voicemail settings.
For instructions, see the How to Manage Zoom Phone Voicemail Settings KB article.
Voicemails will be available for 1 month after your Zoom Phone cutover date.
All members of a Shared Line Group (SLG) will receive voicemails unless it has been requested otherwise by your department. You will also be able to see shared line voicemails on the desktop client.
For Call Queues (CQ) you will need to let us know who should receive the voicemails. You will also be able to see the voicemails on the desktop client.
UCLA has dedicated outdoor blue light phones, elevators, and panic buttons throughout campus for emergencies. First responders, Emergency Operation Center members, and Office of Emergency Management staff will have priority mobile services on work cell phones that ensure their calls go through during cell traffic congestion so that they can coordinate responses to emergencies.
Dial 911 from any blue light phone, Zoom softphone, physical phone, or cell phone. Even wireless phones without an active service plan can call 911. For more information, visit 911.gov.
The UCLA Bruin Safe app is also available for important safety alerts and quick access to campus safety resources.
Make sure your emergency address is up to date. Go to your Zoom phone app > Settings > Phone > Emergency Address > Personal Location or Address. This will take you to the Zoom web portal where you can update your address.
See How to Set Your Default Emergency Address for detailed instructions.
Emergency dispatchers use your location to identify where you are if you dial 911 through Zoom phone. If you do not set up your emergency address, 911 sees the default UCLA address.
No. Your emergency address should be wherever you are currently using Zoom phone if using a laptop or desktop. You can toggle between your saved addresses whenever you move locations.
Emergency services will be notified of your dispatchable location when you dial 911 from Zoom Phone via:
- Computer/Tablet: Zoom Phone will send the emergency address you set in your Zoom profile to law enforcement.
- Cell phone: Zoom Phone will leverage your cell phone carrier’s network and cell towers to determine your location, and will send the location information to law enforcement.
Please remember, Blue Light Phones can be found across campus and can be used for all emergencies.
- First, see if your department fits the approval guidelines:
- Labs, workshops, and rooms handling hazardous materials or performing high risk operations.
- Interior areas with no reliable network connection or cell signal.
If your department meets the criteria, please submit a PCR-360 CustomerCenter request and navigate to Submit Request > Select Topic > Other Phone Service Requests.
Bruin Voice impacts all campus departments who use telephone services provided by Digital and Technology Solutions.
No. While you may elect to download the Zoom app on your phone for your convenience, you are not required to do so.
Synching the directory is not within the scope of this project.
Currently, fax machines are out of scope for this project.
Existing campus phone numbers will be migrated to Zoom Phone. For new line requests, please submit a PCR-360 CustomerCenter request.
Navigate toSubmit Request > Select Topic > New Zoom Softphone.
After the Hypercare period ends, please submit all Zoom Phone–related requests through the PCR-360 CustomerCenter.
Navigate toSubmit Request > Select Topic > Zoom Phone Changes & Questions.
If you still have further questions, visit Bruin Voice Support.
To request a Zoom Softphone for a new employee, please submit a request through the PCR-360 CustomerCenter.
Navigate to Submit Request > Select Topic > New Zoom Softphone.