Campus Phones and Telecommunications

Download the app from the Zoom website for Mac or Windows.

Download the mobile app in the Apple App Store or Google Play Store.

To request a Desk Phone, contact the ITS Service Desk at itshelp@colgate.edu or call us at 315-228-7111.

On your Zoom Desktop App

• To call a campus extension: Dial the 4-digit extension (e.g., 1234). Click the Phone Icon.  
• To call off-campus: Dial area code + phone number. Click the Phone Icon.
• To call internationally: Dial 011 + country code + city code + phone number. Click the Phone Icon.  

On your Zoom Mobile App

• To call a campus extension: Dial the 4-digit extension (e.g., 1234). Tap the Phone Icon.  
• To call off-campus: Dial area code + phone number. Tap the Phone Icon.  
• To call internationally: Dial 011 + country code + city code + phone number. Tap the Phone Icon.  

On a Desk Phone

• To make a call using the speaker phone option, using the number keypad, enter the number or extension and then press Dial.
• To make a call using the handset, pick up the handset, wait for the dial tone, enter the number or extension, then press Send.

On Campus, Off Campus, and International Calling:

• To call a campus extension: Dial the 4-digit extension (e.g., 1234). Press the Dial or Send button.
• To call off-campus: Dial area code + phone number. Press the Dial or Send button.
• To call internationally: Dial 011 + country code + city code + phone number. Press the Dial or Send button.

On the web at colgate.zoom.us

• Not supported for placing calls. Use the Zoom desktop or mobile app instead.

On your Zoom Desktop App

• To answer an incoming call, click or tap on the blue circular phone icon.   
• Clicking or tapping on the decline icon will send the caller to voicemail. 

On your Zoom Mobile App

• To answer an incoming call, click or tap on the blue circular phone icon.   
• Clicking or tapping on the decline icon will send the caller to voicemail. 

On a Desk Phone

• Pick up the handset, or
• Press the speakerphone button to use spearkerphone or the headset button to use the headset.

On the web at colgate.zoom.us

• Not supported for receiving calls. Use the Zoom desktop or mobile app instead.

On your Zoom Desktop App

To check voicemail:

1. Click the Phone tab.
2. Ensure the Voicemail tab is selected.
3. Hover over the voicemails and click the Play icon to listen to the message. 

On your Zoom Mobile App
To check voicemail:

1. Tap the Phone icon.
2. Ensure the Voicemail tab is highlighted.
3. Tap a message, then tap the Play icon to listen to your voicemail.

On a Desk Phone
To listen to or delete voicemails: 

1. Dial *86
2. Follow the voice prompts.

On the web at colgate.zoom.us
To listen to, download, or delete voicemails:

1. Sign in at colgate.zoom.us and go to Phone > Voicemail & Videomail
2. Hover over the message you would like to listen to and click Play.
3. Other options are available including downloading or deleting messages.
    

Voicemail pin

1. Sign in at colgate.zoom.us and go to Phone > Settings
2. In the Desk Phone section, locate PIN Code and click Show or Edit
3. If you forgot your PIN, this action will reveal your PIN.  If you wish to change your PIN, you can do so and click Save. 

Note: PIN codes must be between 6 to 20 digits.

Initial Setup of your Voicemail greeting:

1. Sign in at colgate.zoom.us and go to Phone > Settings
2. In the Call Handling section, locate Greeting & Leave voicemail instruction and click Edit.

3. Click Add Audio, then choose one of the following options:

   1. Record by Computer — use your microphone to record your voice (no video) by clicking the red button, recording your message and pressing the stop button, name the asset and click Add.
   2. Upload — upload a pre-recorded .mp3 or .wav file (< 10 MB), name the asset and click Add.
   3. Text to Speech — type your message, choose your voice, name the asset and click Add. 

    

Note: The default media voicemail greeting prior to any setup is: "We are sorry there is no one available to take your call. Please record your message after the tone." 

Changing your Voicemail greeting:

1. Sign in at colgate.zoom.us and go to Phone > Settings
2. In the Call Handling section, locate Greeting & Leave voicemail instruction and click Edit.
3. Click Choose from asset library to choose a pre-saved message and click Save, or click Add Audio, then choose one of the following options:
   1. Record by Computer — use your microphone to record your voice (no video) by clicking the red button, recording your message and pressing the stop button, name the asset and click Add.
   2. Upload — upload a pre-recorded .mp3 or .wav file (< 10 MB), name the asset and click Add.
   3. Text to Speech — type your message, choose your voice, name the asset and click Add. 

Note: You can also reset to default medias.  The default media voicemail greeting is: "We are sorry there is no one available to take your call. Please record your message after the tone." 

Additional Voicemail Information
Voicemails are automatically emailed to your Colgate email.  

On your Zoom Desktop App

• No option exists to change working hours in the Zoom Desktop App.
• See the "On the web at colgate.zoom.us" instructions below.

On your Zoom Mobile App

• No option exists to change working hours on the Zoom Mobile App.
• See the "On the web at colgate.zoom.us" instructions below.

On a Desk Phone

• No option exists to change working hours on desk phones.
• See "On the web at colgate.zoom.us" instructions below.

On the web at colgate.zoom.us

1. Sign in at colgate.zoom.us and go to Phone > Settings
2. Click Edit next to Business Hours to define your active call times.
3. Adjust how calls are handled during those hours and outside of them.

Additional Working Hours and Call Handling Information, including Setting Holiday Hours

Zoom Phone working hours are not fixed; they are fully customizable by each user to fit your specific needs. 

You can change the working hours, set custom schedules, and configure how calls are handled both inside and outside of those hours.

For more information, check out this video that walks you through how to configure your call handling settings—allowing you to decide exactly how calls are handled during business hours, closed hours, and even on holidays (including recording your voicemail greeting.)

On your Zoom Desktop App

To forward calls:

1. Click your profile picture.
2. Select Forward Calls.
3. In the forwarding dialog, choose where to send the call—name, number or extension, or forward to voicemail or videomail.
4. Set a time limit (like 15 minutes, 1 hour, Always), then click Turn On.

To turn off forwarding:

• If call forwarding is active, you will see a banner on the top of the Desktop App that informs you that your line is forwarded.  You can click turn off to end call forwarding.

On your Zoom Mobile App

To forward your calls:

1. Tap your profile picture (top-left).
2. Tap Settings > Phone > Forward calls.
3. Tap Forwarding contact, then search by contact name or number.
4. Tap the contact to select. (You may need to select which line to forward to if your contact has more than one number listed in your contacts.)  Tap Enable.
5. To set how long to forward, tap Forwarding duration.

To turn off forwarding:

• If call forwarding is active, you will see a banner on the top of the Mobile App in the Phone section that informs you that your line is forwarded.  You can tap turn off to end call forwarding.
   

On a Desk Phone

Enabling Forwarding

1. Press the Home button and navigate to and select (7) Forward
2. Choose the type of forwarding:
   1. Always (all calls)
   2. No Answer (after a set number of rings)
   3. Busy (when you're on a call)
3. Enter the destination extension or external number.
4. Press Enable to activate forwarding.

When forwarding is enabled, an icon appears at the top of the display to confirm it’s active.

To turn off Forwarding:

1. Repeat steps 1–2 above and then press the Disable soft key.

On the web at colgate.zoom.us

Forwarding options on the web at colgate.zoom.us are limited to forward "When a call is not answered" or "When I'm busy on another call" in the Call Handling section.  (See the "Setting Your Working Hours, Break Hours, and Holiday Hours (aka Call Handling)" instructions above)

On your Zoom Desktop App

1. While on a call, click Transfer
2. Enter the name or number
3. Select Warm Transfer, Direct transfer, or Transfer to voicemail.
4. If using warm transfer, you will also need to click Complete transfer when ready.

On your Zoom Mobile App

1. While on a call, click Transfer
2. Enter the name or number and then tap on the Transfer icon.
3. Select Warm Transfer, Direct transfer, or Transfer to voicemail.
4. If using warm transfer, you will also need to click Complete transfer when ready.

On a Desk Phone

Warm Transfer aka Consultative  (talk to recipient first):

1. While on a call,  press and HOLD for several seconds the Transfer button.
2. When you hear a dial tone, dial the number or extension.  Press Send.
3. Once the the caller picks up, the Transfer soft key will re-appear.  Press Transfer to transfer the call.

Blind Transfer (send the call immediately):

1. While on a call, press the Transfer soft key.
2. Dial the number or extension.
3. Press Send

On the web at colgate.zoom.us

Transferring is not supported through the web portal. Use the Zoom app instead.

Call Parking Defined

Parking a call is temporarily placing a caller on hold in a virtual "parking spot" within Zoom Phone, allowing another user to retrieve the call from any extension.  It provides flexibility to handle busy calls, transfer them to the right person, or allow someone to move desks without losing the caller. It's like a digital "take a message" but the caller stays connected, hearing hold music until someone uses a specific code to pick them up.

On your Zoom Desktop App

How to Park a Call

1. While on a call, click More using the in-call controls.
2. Click Park.  You will see a notification with the 3-digit retrieval code (preceded by *). You will not hear an audio prompt stating the retrieval code.
   The call will be parked, and the other call participant will be placed on hold.
3. Take note of the 3-digit retrieval code and send it to the phone user who will answer the parked call.
   Note: You can resume the parked call and place it back to the same 3-digit retrieval code. The call will be parked back to the same 3-digit retrieval code within a call duration of 30 seconds; otherwise, the retrieval code will be released. 

On your Zoom Mobile App

How to Park a Call

1. While on a call, tap More using the in-call controls.
2. Tap Park.  You will see a notification with the 3-digit retrieval code (preceded by *). You will not hear an audio prompt stating the retrieval code.
   The call will be parked, and the other call participant will be placed on hold.
3. Take note of the 3-digit retrieval code and send it to the phone user who will answer the parked call.
   Note: You can resume the parked call and place it back to the same 3-digit retrieval code. The call will be parked back to the same 3-digit retrieval code within a call duration of 30 seconds; otherwise, the retrieval code will be released. 

On a Desk Phone

1. While on a call,  press or tap the More button.
2. Press or tap Park.
3. An audio prompt will announce the 3-digit retrieval code (preceded by *). The call will be parked, and the other call participant will be placed on hold.
   Note: The call participant on hold will hear the default Zoom hold music.
4. Take note of the 3-digit retrieval code and send it to the phone user who will answer the parked call.

On the web at colgate.zoom.us

Transferring is not supported through the web portal. Use the Zoom app instead.

How to Resume a Parked Call

After a call is parked, any phone user with the retrieval code can follow these steps to resume the call.

1. Dial and call the retrieval code. Make sure to dial star (*) before the code; for example, *801.
2. You will answer the parked call. If you aren't the correct person to answer the call, park the call again or transfer the call.
   Note: You can resume the parked call and place it back to the same 3-digit retrieval code. The call will be parked back to the same 3-digit retrieval code within a call duration of 30 seconds, otherwise the retrieval code will be released. 

On your Zoom Desktop App

1. While on a call, click Add call. (+ icon)
2. You’ll have two options:
   1. Add as a separate call (This will put the current call on hold) (You will have the option to merge the call once you connect to the third party.)
   2. Add to the current call (This will not put the current call on hold)
3. Enter the number or extension of the second party, and click name or click the Phone icon when ready to connect.
    

On your Zoom Mobile App

1. While on a call, tap  Add call. (+ icon)
2. You’ll have two options:
   1. Add as a separate call (This will put the current call on hold) (You will have the option to merge the call once you connect to the third party.)
   2. Add to the current call (This will not put the current call on hold)
3. Enter the number or extension of the second party, and click name or click the Phone icon when ready to connect.

On a Desk Phone

1. While on a call tap More
2. While on a call, press the Confrnc soft key.
3. Dial the second number or extension, press Send.
4. When the second party answers, press Confrnc again to join all callers.

On the web at colgate.zoom.us

• Not supported for making or merging calls.

On your Zoom Desktop App

1. Go to the Phone tab.
2. Find the call in History or Voicemail you would like to block.
3. Click the three dots (⋯) next to the number.
4. Select Block Number.

On your Zoom Mobile App

To block a number:

1. Tap the Phone icon > History.
2. Tap the i next to the number.
3. Select Block this Caller.

On a Desk Phone

• Press the Home button
• Navigate to (5) Recent Calls

On the web at colgate.zoom.us

To manage your blocked list:

1. Sign in at colgate.zoom.us.
2. Navigate to Phone > Settings > Blocked List.
3. Add numbers manually or unblock existing entries.

Call delegation (also known as shared line appearance) provides an easy way for you to assign others to handle calls on your behalf. For example, you can assign calling privileges to a colleague, allowing them to make and receive calls on your behalf.

The following terms are used with regards to call delegation:

The delegator is the phone user that assigns phone privileges to another phone user or common area phone. Each delegator has up to 15 delegates.
The delegate is the phone user or common area phone that makes and receives calls on the delegator's behalf. Each delegate can be assigned to a maximum of 15 delegators.
Shared lines are direct phone numbers that belong to the delegator but can be used by their delegates.

How to assign a delegate

On your Zoom Desktop App

• No option exists to assign delegates in the Zoom Desktop App.
• See the "On the web at colgate.zoom.us" instructions below.

On your Zoom Mobile App

• No option exists to assign delegates on the Zoom Mobile App.
• See the "On the web at colgate.zoom.us" instructions below.

On a Desk Phone

• No option exists to assign delegates on desk phones.
• See "On the web at colgate.zoom.us" instructions below.

On the web at colgate.zoom.us

1. Sign in at colgate.zoom.us.
2. Go to Phone > Settings.
3. Under Delegation & Assistant, locate the Delegation feature and click Set.
4. Under Assign delegation privileges to, click the dropdown menu and select User or Common Area.
5. Specify the phone user or common area you want to assign as your delegate, then click Invite.
   Note: The delegate will need to accept the delegation request.  The delegate will receive an email inviting them to accept the invitation.  The delegate will need to be logged into Zoom using SSO authentication prior to accepting the invite.  When the invitation is accepted, the line(s) will appear in the delegate's Zoom Phone settings under the section "Assistant for."

6. Use the checkboxes to change the privileges:
   
   Delegation Privileges Explained

   
   *Place Calls: The delegate can make calls on your behalf using any of your direct phone numbers.
   *Answer Calls: The delegate can answer calls on your behalf. They will receive call notifications for inbound calls to your direct phone numbers.
   Join and Merge Calls: This privilege is a two-way permission between the delegator and delegate(s).
   Opt In/Out: This option allows delegates to opt in/out of receiving calls. Delegates must be on Zoom app version 5.16.2 or later. Note: This privilege is dependent on the Answer Calls privilege and cannot be enabled unless the Answer Calls privilege is enabled.
   *Pick Up Hold Calls: You can transfer calls to the delegate by placing the call on hold and informing the delegate to answer the call.
   Override Business Hours: Allow delegates' business hours to override your business hours. Delegates won’t receive calls outside their own business hours. This will apply to both regular and VIP delegations.
   Note: If enabled, the delegate will automatically opt out from receiving the delegator's calls after the delegate's business hours. Calls will then be directed to another assistant or the delegator's voicemail if no other assistants are configured.
   Privacy
   Provide call locking option to prevent delegate(s) from picking up a held call or monitoring a call (when configured): Select this checkbox to enable privacy mode for the delegator, allowing them to lock a call.
   *Enabled by default
    

Do Not Disturb

On your Zoom Desktop App

To enable DND:

1. Click your profile picture (top-right).
2. Hover over your status (Will be set as Available, or Busy, etc.)
3. Select and click Do not disturb.
4. Choose a duration (20 minutes, 1 hour, 2 hours, etc.).

To disable DND:

1. Repeat the steps above, selecting any other status other than Do not disturb (ie Available, or Busy)

On your Zoom Mobile App

To enable DND:

1. Tap your profile picture > availability.
2. Select Do not disturb.

To disable DND:

1. Repeat the steps above, selecting any other status other than Do not disturb (ie Available, or Busy)

On a Desk Phone

To enable/disable DND:

1. Press the DND soft key (or go to more >  DND).
2. When active, the DND icon appears on screen.
3. Press the DND key again to turn it off.

On the web at colgate.zoom.us

• DND cannot be managed through the web portal.
• Use the Zoom desktop or mobile app to enable it.

Additional DND Information

While DND is active:

• You won’t receive incoming calls or chat pop-ups.
• Calls will follow your voicemail or call handling rules automatically.
• DND can be used to prevent phone calls from interrupting a Zoom Meeting

Preventing Phone Calls During A Zoom Meeting

Turning on DND can be used to prevent phone calls from interrupting a Zoom Meeting - this can be seen as a temporary solution.

A more permanent solution is to adjust your settings in the Zoom Desktop App

1. Click your profile picture (top-right).
2. Click Settings
3. Click Notifications & sounds
4. Select Hide incoming phone calls during meetings

Depending on the other types of Zoom Phones you are using (mobile app, desk phone), your other devices may still notify you of an incoming call.

On your Zoom Desktop App

To update your emergency address:

1. Click your profile picture > Settings > Phone.
2. Scroll to Emergency address.
3. Click Add or update personal location or address.
4. Be sure to keep this updated when working off-campus.

On your Zoom Mobile App

• You cannot set or edit your emergency address.
• For a 911 call, the mobile app always uses your native cellular carrier’s location—and Zoom doesn’t track or manage that address.
• Emergency calls from Zoom Mobile App will be redirected to your native phone application.

On a Desk Phone

• Emergency address must be configured through the Zoom app or website.
• Phones located on campus are automatically assigned a registered address.

On the web at colgate.zoom.us

To manage your emergency address:

1. Sign in at colgate.zoom.us.
2. Go to Phone > Settings.
3. Scroll to Emergency Address.
4. Add or edit your current location.

Your Desk Phone has an LED bar across the top. Here’s what those colors mean:

• Blinking Green - Incoming call
• Solid Green - Active/in-call state
• Blinking Red - Calls on hold, or a new voicemail waiting
• Blinking Yellow - Idle mode (no activity)
• Blue - Bluetooth discovery mode (phone is scanning for Bluetooth devices)