Zoom Phone Departmental POC Guide

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 activities, and provide post-migration support.

POC Responsibilities at a Glance

To ensure a seamless migration, POCs are responsible for completing the intake questionnaire, which captures the following critical data points:

• Departmental Operations: Identify all departmental and shared phone lines. POCs will also collaborate with ITS to define call queues, hunt groups, and automated routing configurations.

• User Verification: Audit existing personnel records to confirm which team members require an active extension and identify any lines that should be decommissioned.

• Hardware Selection: Confirm the hardware needed for each user, ensuring that every individual is equipped with the hardware needed to perform their role effectively.

Accurate reporting ensures uninterrupted service, proper equipment distribution, and preservation of departmental workflows.

Zoom Phone Devices & Hardware

Before completing the questionnaire, it is important to understand the University’s hardware philosophy for the transition to Zoom Phone:

• 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 locations.

• 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:

Section 1: The Intake Questionnaire

The intake questionnaire serves as the blueprint for your migration. The information provided will directly inform number porting, call routing configuration, hardware procurement, and system setup.

Deadline: Please complete all required sections within two weeks to avoid migration delays.

Step-by-Step: Completing the Intake Questionnaire

1. Open the spreadsheet provided by ITS.

2. Start with the Departmental Lines tab.

3. Then complete the User Details tab.

4. Finish with the Devices & Hardware tab.

5. Fill out all required fields and provide notes for any entries that may require clarification.

6. If you are uncertain about a line or user, include it anyway - ITS will verify and confirm all details.

The following sections provide additional guidance and context to assist you in completing each part of the intake questionnaire accurately and efficiently.

A. Departmental Lines: Managing Your Operations

The Departmental Lines tab captures all departmental and shared (non-personal) lines. Follow the steps below to ensure your data is complete and accurate:

Step 1: Review All Departmental Lines (Column D)

Confirm that all existing phone lines are listed that are currently published, assigned, or in use within your department are listed.

Common examples:

• Main office/reception lines and fax lines.

• Lobby, courtesy, and common area phones.

• Departmental classrooms, labs, and training room phones.

• Conference rooms, and meeting room phones.
• Phones needed for emergencies in your area.

Step 2: Perform a Directory Audit

To ensure accurate public-facing information and internal call routing:

• Quick review of all departmental listings in the UWF Campus Directory.

• Confirm that all phone numbers are accurate and up to date.

• Document any inaccuracies so that both public contact information and internal routing remain accurate after migration.

Now would be a good time to work with your department to ensure that the UWF Campus Directory information is up-to-date, but please note that we will use the information you provide in the intake questionnaire for the Zoom Phone migration.

Step 3: Confirm the Display Name for Each Department Line (Column B)

• Provide the Display Name that will appear on caller ID and within the Zoom interface.

Guidelines for Display Name:

• Clearly represents the department, phone location or line function.

• Avoids abbreviations that may confuse callers.

ITS may need to adjust the line display name to ensure uniqueness. If no Display Name is provided, ITS will default to the Purpose or Function line name listed in Column A.

Step 4: Confirm the Location of Any Physical Phones (Column C)

• For any line where you currently have a physical phone, please provide the building and room number.

• Accurate room-level information is required for installation planning and asset tracking.

Step 5: Indicate the Migration Action for Each Line (Column E)

For each department line, please indicate the desired action for the phone number by selecting one of the following options:

• Keep: Retain the existing line and extension during migration.

• Delete: Remove the line; the line is no longer in use or will not require migration.

• Change: Indicates our records are inaccurate. Use this if a record needs updating or if a new number is required. Provide details in the Notes column.

• Move to User: Use this if a general departmental line should now be assigned to a specific person.

Step 6: International Calling Needs (Column F)

• Indicate if the line requires international direct dialing (outbound calls outside the U.S. and Canada).
• International calling may incur additional charges and should only be requested for roles with a demonstrated business need.

Step 7: Notes & Configuration Details (Column G)

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

• Shared line details

• Call queues and hunt groups

• Auto-attendants

• After-hours routing

• Voicemail expectations

• Call restrictions

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

B. User Details: Managing Your People

The User Details tab captures individual-level information for all employees who require Zoom Phone service.

The information collected will be used to migrate existing phone numbers, assign new numbers as needed, and configure user phone services appropriately.

Step 1: Review Staff Members

• Confirm all staff members who require phone service are listed.
• Include new hires or temporary staff who will also need a Zoom Phone license assigned in the secondary section below.

Step 2: Indicate the Migration Action for Each User (Column E)

For each user, please indicate the desired action for the phone number by selecting one of the following options:

• Keep: Retain the existing line and extension during migration.

• Delete: Remove the line; the number is no longer needed.

• Change: Indicates our records are inaccurate. Use this if a record needs updating or if a new number is required. Provide details in the Notes column.

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

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

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

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

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.

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

Requirements for Physical Hardware:

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.

Section 2: Migration Logistics

The transition to Zoom Phone is designed to be a highly supported experience.

The Migration Overview

The journey from legacy Siemens or Cisco systems to Zoom Phone follows a structured three-stage process:

1. Assessment phase: 2 weeks
2. Configuration phase: 6-10 weeks
3. Cutover phase: cutover “day” and the following few days

 The "Day of" Experience

On the scheduled cutover date, your legacy Siemens or Cisco phone will stop receiving calls. 

• 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 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.

Post-Migration Support

We are committed to service continuity. Following your migration, the following support structures are in place:

• Immediate Assistance: POCs have a direct line to the project team via commenting on their Jira migration ticket to resolve routing discrepancies immediately.

• Technical Troubleshooting: Individual users should contact the ITS Help Desk at (850) 474-2075 or helpdesk@uwf.edu.

• Customized Trainings: The Help Desk is available to schedule 1-on-1 or group training sessions for departments requiring a deeper dive into modern features.

FAQs