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As a designated Point of Contact (POC) for your department, you are the main liaison with the ITS Zoom Phone Migration Team. Your role is to ensure the migration reflects your department’s operational needs and service requirements. Throughout this process, POCs will be added to a dedicated Jira migration ticket for your department. This ticket is the central place where ITS will post updates, confirm information, schedule migration activitiescommunicate with the POCs, and provide post-migration support.

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• Zoom Phone is designed to function primarily through the Zoom Workplace app on desktop or mobile devices.

• Each user is provided one funded device, typically a headset compatible with the Zoom app.

• Physical desk phones are generally not recommended and are reserved for shared spaces, reception areas, or high-traffic locationsA business justification is needed to evaluate the need for physical phones (see below for additional details).

• All physical desk phone requests will be reviewed and discussed.

• Since physical desk phones should rarely be needed, they may come at an additional cost to the department.
  
  

Available Hardware Options:

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Section 1: The Intake Questionnaire

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Provide additional details for each line to guide ITS configuration, including but not limited to:

• Business justification for physical phones
• Shared line details

• Call queues and hunt groups

• Auto-attendants

• After-hours routing

• Voicemail expectations

• Call restrictions

• Faxing requirements

Clear and detailed notes ensure accurate configuration and set up setup of proper call routing.

B. User Details: Managing Your People

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Step 1: Review Staff Members (Column A-D)

• Confirm all staff members who require phone service are listed.
• Review and/or input all staff member details, including their name, email, office location, and direct line assignment.
• Include new hires or temporary staff who will also need a Zoom Phone license assigned in the secondary section below.

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Step 3: Confirm Hardware Needs & Device Type (Column F & G)

Please review to the Zoom Phone Devices & Hardware section above for additional information.

• Select the one funded hardware option per user:

  • Wired (USB-A)

  • Wired (USB-C)

  • Wireless (Bluetooth)

  • Physical Desk Phone (if justified)

  • No Hardware Needed

• Select the user's device type to ensure capability for the funded hardware selected above:

  • Laptop

  • Desktop

  • Other

Users with a functional headset do not need to request new hardware.

Step 4: Confirm Core Features (Column G & Columns H-J)

To ensure users have the appropriate level of access, please verify the following functional requirements:

• Devices & Hardware: add device information here - Laptop, Desktop, Mobile

• SMS Messaging: Determine if the user requires the ability to send and receive text messages via their UWF-assigned number

• International Direct Dialing: Identify users whose role requires calling outside the United States and Canada. International calling may incur additional charges and should only be requested for users with a demonstrated business need.

• Voicemail Transcription: Zoom Phone allows you to receive full voicemail transcriptions via email. If enabled, the Zoom Phone system will send an MP3 recording and text transcription to your email.

Know what kind of machine?

C. Devices & Hardware

The Devices & Hardware tab is used to capture all physical phone devices and related hardware required by your department as part of the Zoom Phone migration. This includes desk phones, common area phones, conference room devices, courtesy phones, and any other telephony-related hardware. The information provided will be used to assess device needs, validate business justifications, determine costs, and plan procurement and installation activities.

For this migration, a softphone-first approach is our recommendation. Users are strongly encouraged to use the Zoom app on desktop or mobile devices as the primary method for accessing Zoom Phone services.

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Step 5: Notes & Configuration Details (Column G)

Provide additional details for each line to guide ITS configuration, including but not limited to:

• Business justification for physical phones
• Shared line details

• Call queues and hunt groups

• Call restrictions

• Faxing Requirements

Clear and detailed notes ensure accurate configuration and setup of proper call routing

If a physical phone or specific hardware is required, complete the Devices & Hardware tab with the following information:

• Business Justification: Provide a clear rationale for requesting a physical device, explaining why a softphone solution is insufficient (e.g., operational requirements, accessibility, safety, or compliance considerations).

• Location Accuracy: Specify the building and room number where the device will need to be installed.

Note that physical devices may result in additional costs to the department.

All physical hardware requests will be reviewed and confirmed within your department’s Jira migration ticket prior to approval.

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Section 2: Migration Logistics

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• Instant Activation: Your university number becomes instantly reachable via the Zoom app on your desktop and mobile device.

• Communication: All migrated users will be sent the Getting Started with Zoom Phone page, which provides detailed instructions to guide your account setup.

• On-Site Activity: Zoom Phone onsite teams will be on-site to collect legacy physical phones and assist with any new device setups.

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