Zoom Phone FAQ

Between now and July 1, 2026, all WVU employees on all campuses will be transitioning to Zoom Phone, a next-generation, cloud-based phone system that will replace some desktop phones and all on-campus hardware. 

What is Zoom Phone? 

Zoom Phone is a full-service, cloud-based calling solution that will better support a large, blended workforce like WVU, which has many hybrid and fully remote staff. The desktop application also will eliminate the need for expensive onsite hardware that must be maintained and periodically replaced. 

Zoom Phone modernizes and simplifies the employee experience, with an optional mobile app that will let employees place and receive calls on their personal cell phones using their work phone numbers. 

Anyone who has made a call using Microsoft Teams should find Zoom Phone easy to use. Zoom Phone also fully integrates with WVU’s Microsoft 365 services for a nearly seamless experience.

Why is WVU moving to Zoom Phone? What’s driving the change? 

Zoom Phone will replace our decades-old Cisco platform and old analog phone services. By moving from on-premises hardware to Software as a Service (SaaS), WVU will avoid deferred maintenance costs exceeding $1 million.

How will the cost of Zoom Phone compare to current telecom costs for WVU departments? 

Costs to individual users and departments have not increased in 20 years. A modest increase may be necessary. However, the University will be able to avoid more than $1 million in new hardware replacement costs, which would have increased costs more. 

How does this change save WVU money? 

WVU’s eight-year contract with Zoom includes a free two-year transition period and locks in pricing over the life of the contract. That prevents unexpected year-to-year price increases that hinder budget planning. The technology consulting and research firm Gartner reviewed the University’s contract to ensure it was consistent with similar contracts at other higher ed institutions.  

Did the University compare products? 

Yes, WVU evaluated Zoom Phone against both Cisco WebEx and Microsoft Teams Phone, which more than 100 employees piloted for more than one year. Key considerations in the selection of Zoom Phone were:  

• Ease of use for on campus, hybrid and remote employees 

• Ability to provide soft phones as well as physical handsets 

• Mobile app availability 

• Integrates seamlessly with Microsoft Teams and Zoom 

• Does not require a VPN 

• Total Cost of Ownership (TCO)  

When is this happening? 

Zoom Phone will be deployed in phases over nearly two years in coordination with college and department leaders who helped develop this plan. All employees in all locations will need to transition to Zoom Phone by July 1, 2026. 

You will be notified when it’s time to add your unit. That includes a small number of Health Sciences employees who are currently using Teams Phone and will need to transition to Zoom Phone. 

How will units be prioritized for the transition? 

Information Technology Services, which has a mix of onsite, hybrid and remote roles, will be the first group to pilot the platform. ITS will create the resources to help ensure a smooth transition for other departments and colleges. The Beckley and Keyser campuses will then follow.  

The speed with which a college or department can transition will generally depend on the units’ business officers supplying complete information to ITS in the spreadsheets that will begin to be distributed this fall. ITS will notify business officers about 30 days before the change is officially scheduled. Business officers will need to communicate that information to their units. 

Can I opt in early? 

Individuals cannot opt in early. ITS can work with departments and colleges to schedule a transition, but administrators will need to complete a spreadsheet with telephone numbers, funding strings and other important information before we begin the process. 

Is this mandatory?  

Yes, if a phone is necessary for your job duties. Once fully deployed to all campuses, Zoom Phone for individual employees and Zoom Contact Center for operational call centers such as ticket offices and the Hub will be the official phone services of WVU. 

If you currently have a phone but rarely use it, ITS recommends that you discuss this with your supervisor whether you need phone service in Zoom.

Does this mean I won’t have a desktop phone anymore? 

That will be up to your college, department or unit to decide. A desktop phone is not required in most cases. If the request is approved at the unit level, specific compatible handsets can be purchased in Mountaineer Marketplace, without an IT Purchase Request approval. 

Once your unit has fully transitioned to Zoom Phone, your existing handset will stop working. Devices purchased anywhere other than Mountaineer Marketplace won’t work, either. 

Zoom Phone can use your computer’s built-in microphone and speaker, a USB headset with microphone, or Bluetooth-enabled devices with a microphone and speaker, including earbuds. 

What are the benefits of Zoom Phone? 

• Privacy. Zoom has a fully functional mobile app so you can place\receive calls on your work phone number using your personal cell phone. This will eliminate the need to share personal cell phone numbers when you don’t want to. 

• Same number. If your college or department determines you are getting a new phone, you’ll get to keep the number you use now. 

• Flexibility. You no longer need to be tied to a physical location to make calls. You can take a work call at your kitchen table or anywhere else you take your mobile phone. No VPN required. 

• Integrations. Fully integrates with Microsoft Teams to avoid disruption for those users. 

• Locked-in pricing with unlimited domestic calling. An eight-year contract will prevent unexpected annual increases. 

• WVU Directory integration. You no longer need to dial extensions to reach a WVU employee with either an @mail or @hsc address. Simply type in the name to populate the contact information. 

• Manage notifications. You can turn call notifications on or off in the Zoom Phone app or customize them for certain hours. 

How does it work? 

With Zoom Phone, you will be able to make internal and external calls from your desktop application or a mobile app. Zoom offers extensive how-to instructions on various aspects of calling here: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061379  

Does a person calling my Zoom Phone number have to be on Zoom, too? 

No, anyone will be able to call your WVU number from their own phone, and you will be able to make both internal and external calls to any number. 

I rarely use Zoom for meetings. Do I have to launch the application to make phone calls?  

No, there are multiple ways to make Zoom calls. You can use the desktop software on your computer or use the Zoom mobile app on your phone. 

You can also continue taking and making calls via Microsoft Teams, which will be a transparent integration. 

Finally, you can purchase a specific new desktop phone and/or headset through Mountaineer Marketplace with your department’s permission. 

I barely use my phone now. Can I just get rid of my handset and wait for Zoom Phone? 

No. Telecommunications charges will be frozen at their current rates for the next two years while WVU executes this transition. Requests to disconnect phone lines will be denied until then. Extensive and premature changes to the existing telecom structure could have unintended consequences for the implementation. 

If I call someone, will they see a Caller ID?  

Yes. When using a WVU number, the person you call can see that it is you and decide whether to accept the call or let it go to voicemail.  

Can I have a different display number for caller ID? 

Yes, ITS can configure an alternate display number if there is a legitimate business need and a formal request is submitted by the department head or administrator. 

Are there are any long-distance restrictions?  

There will be no restrictions when it comes to long-distance calls within the United States. Phones for employees who need to make international calls will be configured to support that business need, but you will no longer need a Telephone Identification (TID) number. 

I am hybrid and use Jabber when at my home office. How will this compare? 

Zoom Phone will be easier to use than Jabber, and you will no longer need to use the VPN. You’ll just make calls through the application.  

I’ll put the Zoom app on my phone, but I don’t want to get calls after my regularly scheduled work hours. How do I stop this from happening?  

Questions about answering work calls after your scheduled work hours should be discussed with your supervisor.  

From a technical perspective, you can set up hours during which to decline calls or redirect them to voice mail in the Zoom Phone app.  

I don’t want to use my personal phone for WVU business. 

Employees are not obligated to use the mobile app if they prefer to use the Zoom Phone desktop app. 

Does using this app on my personal cell phone make my personal cell phone searchable by WVU? 

No. The Zoom Phone mobile app will need certain permissions to work well on your phone such as access to your camera and microphone, and you will need to log into the app with your WVU username and password. However, WVU won’t be able to search your phone for other apps or to monitor your activity.  

If you use your personal smartphone to conduct WVU business, ITS recommends using the Zoom Phone mobile app so that all WVU-related business activity stays within the Zoom application. 

Will WVU still have dedicated lines that don’t depend on internet service for emergencies? 

Phone lines related to life safety such as fire alarms and elevator lines are not part of the overall Zoom Phone project.   

If a person has a saved voicemail message on the Cisco phone system, will those voicemail messages be moved over to Zoom phone?

No, Cisco voicemails cannot be moved to Zoom Phone. However, if you have voicemail to email relay set up on your Cisco phone, you can retain the voicemails as wav. files. If you do not have Cisco voicemail relay set up and need to retain an important business-related voicemail, please submit a Telecommunications request. Please note this is a manual process and requests will be addressed in the order received.