Background

Connecticut College is moving our current phone system to a Zoom-based softphone platform during the Summer of 2025. Our current phone system is outdated and no longer supported, which requires us to move to the Zoom platform. This website provides information about the move that you will need to know.

Below are the major questions and information about the move to Zoom softphone platform.

What exactly is a Zoom Phone?

Zoom Phone is a unified communication solution that combines phone and video meetings. It allows you to make and receive calls, share content, and participate in video meetings from the Zoom desktop and mobile apps. With Zoom Phone, you can make calls from your computer and mobile devices; the system will transcribe voicemail messages and seamlessly transition calls into video meetings. You can also send text messages using your College phone number and access self-service features through a unified web portal.

Zoom Phone is designed for remote, hybrid, and on-campus teams and has been successfully used by similar institutions such as Swarthmore, Davidson, Wellesley, Middlebury, and Macalester.

What is a softphone versus a physical phone?

  • A softphone gives the ability to receive, make, and manage phone calls without the use of physical hardware. With Zoom, the phone function in the Zoom app is a softphone and allows you to receive, make, and manage calls and voicemail (and more) on any device you can download the Zoom app on - this includes desktops, laptops, and mobile devices such as smartphones and tablets.
  • A physical phone is the telephone hardware used for the purpose of receiving, making, and managing phone calls - like the Cisco phones we currently use on campus.

Why Zoom Phone?

  • Integration - we can leverage our investment in Zoom Meetings and enjoy a more integrated and seamless experience. If you already have Zoom apps installed for meetings, they will automatically be upgraded with a new menu for phone use.
  • Convenience and hybrid/remote work friendly - You will no longer be restricted to office phones. Instead, Zoom Phone offers a modern and user-friendly voice service that can be used on existing devices like computers and mobile devices. Essential functions such as call transfer, forwarding, conferencing, and voicemail will still be available, alongside additional features like call delegation, blocking, routing, business hour settings, and text messaging.
  • Cost and sustainability - This transition will also lead to reduced costs and improved sustainability by minimizing phone hardware and maintenance. A small number of new phones will be available for use when circumstances require a physical phone. However, we expect that Zoom Phone will be used primarily via computers and mobile devices.

How reliable is Zoom Phone?

Zoom Phone runs fully redundant systems across a multitude of data centers around the world, ensuring services remain intact during maintenance, and it delivers a 99.99% service-level agreement (SLA) rating. Agreements with both Amazon AWS and Oracle OCI public cloud infrastructure provide built-in survivability in the event a data center loses internet, ensuring the highest level of uptime possible.

How private are my calls?

Zoom Phone provides much more protection for privacy than our current Cisco system. Calls do go through the Zoom cloud but are encrypted with Advanced Encryption Standard (AES256). Both the call meta-data used to establish a call and the actual voice content are encrypted and cannot be intercepted and heard. On-campus calls are fully encrypted end to end. Off-campus calls are encrypted from your Zoom app or physical phone to Zoom but may not be completely encrypted from Zoom to the off-campus caller depending on their carrier and their local telephone system. This is no different than with our calls using the current Cisco system as many telephone companies still use analog technology at least in part which is not encrypted.

Calls are not stored at Zoom although voicemail, recordings, and transcriptions are encrypted and stored at Zoom until deleted by the user. Zoom supports Connecticut College’s compliance with the Family Educational Rights and Privacy Act (FERPA) and the Health Insurance Portability and Accountability Act (HIPAA) as well.

Does my phone number change?

No. You will keep your current 10-digit number and 4-digit extension number. You will still be able to make calls using just a person’s 4-digit extension, and you can even make calls by typing their name into the Zoom Phone application.

Will I still have voicemail?

Yes! You will be able to set up a voicemail message and check your voicemail via the Zoom browser portal. By default, you will also receive emails with both audio and transcription of your voicemail messages. This feature can be turned off in the Zoom browser portal if you would like.

Do I have to replace my desk phone?

We are adopting a softphone-first mindset to maximize Zoom phone capability. However, physical desk phones may make sense in some situations. There will be an opt-in process for individuals that require a physical handset.

If you do require a physical phone you will have to upgrade to a new model phone, as our current phone models are not compatible with Zoom Phone.

Are public area phones going away?

No. The wall phones and Code Blue emergency phones will be upgraded to new models that work with Zoom Phone.

Project Schedule

The Library and Information Technology (L&IT) project team is working to port numbers of existing Connecticut College phones from the existing CISCO phone platform to the new Zoom phone platform. We have established 3 main phases in which phones will be ported to the new platform. The project team is working with individual departments to determine which phase best suits the needs of the department. Once your department has been assigned to a phase you will receive additional information regarding exact timing.

A high level schedule is below:

Zoom Phone Port Schedule 2025

Additional communication will be provided as the dates are finalized.

What if I have more questions or need more help?

We understand that transitioning to Zoom Phone represents a significant change from our current telecommunications system, and we are here to provide support. If you are having an issue with your Zoom Phone, make a ticket through WebHelpDesk at https://whd.conncoll.edu.

For general Zoom questions, here is an article from the vendor that may provide overall insight: Getting started with Zoom Phone

For quick answers to basic Zoom questions, here is an article from the vendor: Quick start with Zoom Phone

Additional Resources