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Zoom Phone Help Center

Welcome to the Rider University – Zoom Ph one Migration FAQ

Rider University is transitioning from our legacy PBX system to Zoom Phone — a modern, flexible voice solution integrated with the Zoom platform.

This page is designed to help you get started, troubleshoot issues, and become confident using your new tools.

Whether you're using the Zoom desktop or mobile app, or a Polycom E220 desk phone, you'll find step-by-step guidance and answers to common questions below.

⚡ Quick Access

Zoom should be pre-installed on all Rider University-owned devices and can be accessed using the same Zoom app you already use for meetings and classes.

Windows Logo Launch Zoom (Desktop) Apple iOS Logo Install Zoom for iOS Android Logo Install Zoom for Android Zoom FAQ - Cranberry Theme
How to start Zoom when Windows starts
  1. Sign in to the Zoom Desktop app.
  2. Click your profile picture, then click Settings.
  3. Click General.
  4. Under Zoom Workplace App, toggle on Auto-start Zoom Workplace.
  5. (Optional) Click the Start silently check box.
Zoom Web Portal Guide
Zoom profile setting
  1. Open Zoom: Launch the desktop app and sign in.
  2. Click Profile Picture: Top‑right corner.
  3. Select “My Profile”: Your browser opens.
  4. Manage Settings: You’re now in the web portal.

Voicemail Questions

  1. Open the Zoom Web Portal on your computer.
  2. Click on "Phone" in the top menu.
  3. Click on Settings.
  4. Scroll down to Voicemail Greeting.
  5. Click “Manage Greeting”.
  6. You’ll see three options to set your greeting:
    • Text to Speech – Type a message and Zoom will generate the audio.
    • Upload – Upload an existing audio file.
    • Record by Computer – Record your message using your microphone.
  7. Choose your preferred method and follow the on-screen instructions.
  8. Click Save when you’re done.
  1. Open the Zoom Web Portal on your desktop or mobile device.
  2. Click on “Phone” from the top or bottom menu.
  3. Select the Voicemail tab.
  4. Click or tap on a message to listen, read the transcript, or delete it.
  1. Sign in to the Zoom Web Portal.
  2. Click "Phone" on the left-hand menu.
  3. Go to "Settings".
  4. Scroll to Voicemail Settings.
  5. Turn on “Email a copy of voicemails” and “Transcription”.
  6. Ensure your email address is correct.
  1. Sign in to the Zoom Web Portal.
  2. Click “Phone” in the left menu.
  3. Scroll to Call Handling and press Edit under “Greeting & Leave Voicemail Instruction”.
  4. Click Add Audio and choose one of the three methods: Text to Speech, Upload, or Record by Computer.
  5. Save your changes when done.
  1. Open the Zoom Web Portal and click “Phone”.
  2. Go to the Voicemail tab.
  3. Find the message you want to delete.
  4. Click the trash can icon next to it.
  5. Confirm if prompted.

📱 Making & Receiving Calls

  1. Open the Zoom Web Portal on your computer.
  2. Click on the “Phone” tab at the top.
  3. Use the dial pad or type a name/number in the search bar.
  4. Click the phone icon to start the call.
  1. During a call, click or tap the microphone icon.
  2. When muted, the icon will show a slash ( / ) through it.
  3. Click or tap it again to unmute.
  1. While on a call, click “Transfer” (🔁 icon).
  2. In the search bar, type the name or extension of the person.
  3. Click the drop-down arrow next to their name.
  4. Select “Voicemail” from the options.
  5. Click “Transfer” to send the call straight to their voicemail.
  1. While on a Zoom Phone call, click the "Meet" button (📹 icon).
  2. A Zoom Meeting will launch automatically.
  3. Both you and the other person will be prompted to join the meeting.
  1. While on an active call, you can hit "add call"it will give options about adding a eperate or joining a call.
  2. You’ll now see both calls on your screen.
  3. Click the “Merge” button (🔗 icon) to combine them into one 3-way call.

📅 Calendar & Contacts

  1. Sign in to the Zoom Web Portal.
  2. Click “Profile” on the left sidebar.
  3. Scroll down to “Calendar and Contacts Integration.”
  4. Click “Connect” next to Google.
  5. Sign in with your Google account and allow permissions.
  1. Open the Zoom App.
  2. Go to the “Meetings” or “Calendar” tab.
  3. Click on the meeting.
  4. If the invite includes a phone number or contact, click it to start the call using Zoom Phone.
  1. Sign in to the Zoom Web Portal.
  2. Click “Profile” from the left menu.
  3. Scroll to “Calendar and Contact Integration” and click “Configure Calendar and Contacts Service.”
  4. Select your directory service: Google, Office 365, or Exchange.
  5. Follow the prompts to authorize access.
  6. Set the Contacts permission to Read or Read/Write.
  7. Once permissions are granted, your Rider address book will sync with Zoom.

⚙️ Call Management & Settings

  1. Sign in to the Zoom Web Portal.
  2. Click Phone > Settings in the left menu.
  3. Scroll to the Business Hours section.
  4. Click the edit button next to the hours.
  5. Set your open/close times and add breaks or weekend hours as needed.
  6. Click Save when done.
  1. Sign in to the Zoom Web Portal.
  2. Click Phone > Settings.
  3. Scroll to Call Handling.
  4. Under “When a call is not answered,” click “ Foward too...”
  5. Enter the forwarding number or device.
  6. Set the order and ring time, then click Save.
Option 1: Set an Out-of-Office Voicemail
  1. Open the Zoom App or go to the Zoom Web Portal.
  2. Click Phone > Settings > Voicemail Greeting.
  3. Click Manage Greeting and record your away message.

Option 2: Redirect Calls While Away
  1. Go to Phone > Settings > Call Handling.
  2. Under Business Hours, click the edit button.
  3. Adjust your hours or forward calls to someone else under delagation.
  4. Set rules for closed hours if needed.
  1. In the Zoom App, click your profile picture.
  2. Select “Presence Status” or “Do Not Disturb”.
  3. You’ll now appear as DND, and calls/messages won’t ring.

On Zoom Desk Phone:
  1. Press the DND button (often labeled or with a 🌙 icon).
  2. You'll see a DND icon on the screen when it's active.
  3. Press again to turn it off.
On Zoom Desktop App:
  1. Click your profile picture > Settings > Phone > Call handeling.
  2. Scroll to Ringtones and open the dropdown menu.
  3. Click, to preview and select your ringtone.

On Zoom Mobile App:
  1. Tap Settings > Phone.
  2. Select Ringtone and choose from the list.
  3. Tap to preview and save.
  1. Sign in to the Zoom Web Portal at zoom.us.
  2. Click Phone > Settings.
  3. Scroll to the Blocked List.
  4. Click “Add” and enter the phone number.
  5. Click Save. That number will now be blocked.

    6. On zoom page:
  1. Click Voicemail > Phone
  2. Click Three Dots (...) nect to caller to block

🛠️ Troubleshooting & Support

  1. Do Not Disturb (DND) is On:
    Check your Zoom status. Click your profile picture and select “Set to Available.”
  2. You’re Outside Business Hours:
    Go to Zoom Web Portal > Phone > Settings > Business Hours. Make sure your current time is included.
  3. Call Handling Settings:
    Go to Settings > Call Handling and check if calls are being routed to voicemail or another number.
  4. Device Not Selected:
    Make sure the correct app or device is signed in and active.
  5. App or Device is Muted/Closed:
    Ensure the Zoom app is open and your device volume is up.
  1. Your Speaker or Headset Is Muted:
    Check volume, switch audio modes if needed.
  2. Wrong Audio Output Selected:
    Go to Zoom Settings > Audio and test your output.
  3. Audio Driver or Bluetooth Issue:
    Restart Zoom or device. Try wired instead of Bluetooth.
  4. The Other Person Is Muted:
    Ask them to check if they’re muted.
  5. Network or Wi-Fi Problems:
    Switch to a stronger network or move closer to the router.
  1. You Might Be Muted:
    Check the mic icon for a slash ( / ). Click to unmute.
  2. Wrong Microphone Selected:
    Go to Settings > Audio > Microphone. Run a mic test.
  3. Mic is Blocked or Not Plugged In:
    Check your mic, Bluetooth, or USB connection.
  4. Permissions Issue:
    Make sure Zoom has mic access:
    • Windows: Settings > Privacy > Microphone
    • Mac: System Settings > Privacy & Security > Microphone
    • Mobile: App permissions
  5. Network Glitches:
    Try restarting Zoom or switching Wi-Fi.
On Computer (Windows/Mac):
  1. Close Zoom (Right-click > Exit or Quit).
  2. Reopen Zoom from desktop or Applications folder.
  3. Sign in if needed.
On Mobile:
  1. Swipe up or use App Switcher to close Zoom.
  2. Tap the Zoom icon to reopen.
  1. Check Your Internet Connection:
    Use wired if possible. Avoid streaming or large downloads.
  2. Restart Zoom or Your Device:
    Close Zoom fully and reopen. Restart the device if needed.
  3. Shut Down Background Apps:
    Especially apps using internet like Teams, YouTube, backups.
  4. Use a Headset:
    Wired or USB headsets improve clarity and reduce echo.
  5. Run a Network Test:
    Visit zoom.us/test and check your connection.
  6. Update Zoom:
    Go to Zoom Settings > Check for Updates.

Polycom E220 Desk Phone – Classroom Use

Poly phone image

This is the standard phone model installed in Rider classrooms and shared spaces.

Poly phone image
  • Mute button – Mute/unmute your microphone.
  • Home button – Access settings and apps.
  • Navigation keys – Move through menus.
  • Speaker button – Toggle speakerphone.
  • Headset button – Toggle headset mode (not used in classrooms).
  • Hold/Transfer/Message keys – Used for call handling and voicemail access.
  1. Pick up the handset or press the Speaker button.
  2. To call a Rider extension: Dial the 4-digit number (e.g., 1234).
  3. To call outside Rider:
    • Local: Dial 9 + 7-digit number
    • Long Distance: 9 + 1 + area code + number
    • International: 9 + 011 + country + city + number
  1. Press the Home button.
  2. Select “ Main Menu will pop up ” and “missed calls should be the 3rd on the list.”
  3. Select “Click the number 3 or use the Navigation Dial to select”
  1. During a call, press the volume button to change call volume.
  2. When idle, press it to adjust ringer volume.
  3. Use it while in headset or speaker mode to adjust that volume.
  1. Press the Home button.
  2. Navigate to “Directories” > “Corporate Directory.”
  3. Use the keypad to search by name or extension.
  1. Press the Voicemail (envelope) button or dial *86.
  2. Follow the prompts to listen or delete messages.
  1. Most phones sync time automatically from the network.
  2. If it's wrong, please contact OIT support — manual changes typically require admin access.
  1. Check that the Ethernet cable is securely connected.
  2. Restart the phone by unplugging and plugging it back in.
  3. If that doesn't work, contact OIT Support for re-registration.

If the phone is offline, physically damaged, or not working as expected, please reach out to OIT Support:

Phone & Device Status Icons

Phone & Device Status Icons

🤔 Still Confused? Visit the Official Zoom Phone Page → Click Here to Open a Ticket with OIT