Introduction
Technology Services is taking a major step forward in modernizing campus communication systems this spring. In the coming weeks and months, we will begin moving from our aging phone infrastructure to Zoom Workplace, a modern cloud-based platform that includes Zoom Phone and Zoom Contact Center. This transition will strengthen reliability, reduce our dependence on outdated equipment, and provide Columbia College with a more flexible, future-ready communication system.
This upgrade focuses on modernizing our Phone and Contact Center capabilities while keeping Microsoft Teams as our primary hub for internal chat and file sharing. This move supports our strategic goal of strengthening our technology footprint and transitioning to cloud-native, AI-enabled applications.
When is the upgrade happening?
The migration is phased to ensure a seamless transition. If you are on a Cisco call during your scheduled Go-Live time, the call will remain uninterrupted; however, all subsequent calls will be routed through Zoom.
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Technology Services (Zoom Contact Center and Zoom Phone):
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CARSS, Financial Aid, Office of the Registrar, Admissions Recruiting, Switchboard, Veterans Service Center (Zoom Contact Center and Zoom Phone)
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Go-Live: March 19, 2026 at 10:30 AM
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We are also upgrading the myPortal chat experience on this date to integrate with Zoom Contact Center.
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Status: Completed
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CCG Locations:
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Go-Live: May 13, 2026 at 10:30 AM CST
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Status: Planned, On Track
- Remaining Faculty & Staff
- Go-Live: May 15,2026 at 10:30 AM
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Note: This includes all general faculty, staff, classrooms, and locations not part of the groups listed above.
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Status: Planned, On Track
What's New?
The move to Zoom Phone brings several key improvements to your daily workflow without disrupting your existing collaboration tools:
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Zoom is for Voice: Your work phone number will move to the Zoom Workplace app. You will use the Zoom Workplace app to dial out, answer external calls, and check voicemail.
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Access to Advanced Features: By using the Zoom desktop client, you gain access to features not available in our previous system. You will get access to visual voicemail, an intuitive college directory, and integrated AI features.
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Mobile Freedom: With the Zoom Mobile App, you can make and receive calls using your Columbia College business number from your personal smartphone—keeping your personal number private.
Important Considerations
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A Softphone-First Upgrade: We are moving to a "softphone-first" approach. Your CC phone number will now be accessible directly through the Zoom Workplace app on your computer or mobile device. For most individuals, this means making and receiving calls will feel similar to joining a Zoom or Teams meeting.
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Audio Setup: Many individuals already have a headset or a private way to use their computer’s speakers and microphone. If you do not have an appropriate setup for Zoom Phone audio, please speak with your supervisor. Departments may purchase headsets for those who need them, or, in cases where a physical phone is necessary (for power users or specific roles); supervisors can request one on your behalf.
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Recommended Headset Models on the CC Marketplace:
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If you would like to try one of the headset models listed above before purchasing, you may visit the Technology Solutions Center during regular business hours.
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Emergency Services (911): Because you can now work from anywhere, it is critical that you keep your "Emergency Address" updated in the Zoom app settings so first responders can locate you if you dial 911 from Zoom.
Training Resources
To help you get familiar with the system ahead of our go-live date, we’ve created a playlist of short training videos that walk through the most used features, including:
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Basic call handling and navigation
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Placing and receiving calls
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Voicemail setup and access
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Using the desktop and mobile apps
You can access the full training playlist here: https://us06web.zoom.us/clips/share/play-list/57ebbc4ed75a4cbb946e9960b4a40133
Live Training Sessions
We recommend reviewing the training videos prior to your cutover date. Getting familiar with the basics beforehand will ensure a smoother transition and allow our live support sessions to focus on specific questions, configurations, and real-world usage rather than general navigation.
Technology Services is also hosting live training and Q&A webinars to support you and address any questions you may have. Please join us at any of the following times:
Other Training Resources:
Questions?
Please feel free to ask any questions or leave feedback by submitting a ticket here.