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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 This transition will strengthen reliability, reduce our dependence on outdated equipment, and provide Columbia College with a more flexible, future-ready communication system.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 will occur in phases to ensure a smooth transition. Please find your department or group below to see your scheduled Go-Live date:
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Technology Services (Zoom Contact Center and Zoom Phone):
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CARSS, Financial Aid, Office of the Registrar, Recruiting, Switchboard, Veterans Service Center (Zoom Contact Center and Zoom Phone)
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Locations and Remaining Faculty & Staff:
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 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 more!
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Softphone Flexibility: We are moving to a "softphone-first" culture. This means you can answer your work line from your laptop whether you are in the office, at home, or traveling.
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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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Physical Phones: Most users will not receive a new physical desk phone. Limited hardware will be deployed only for specific use cases (e.g., shared common areas, executive admins). Department heads will receive an email to confirm hardware needs closer to go-live for each phase.
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Headsets: Please verify that your current headset is compatible with your laptop.
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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
We are committed to making this transition easy for you. Training materials and sessions will be available closer to your specific Go-Live date.
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Live Training Sessions: Hosted by our implementation partners, these sessions will cover the basics of making calls, managing voicemail, and using the mobile app. These sessions will be scheduled closer to your respective go-live date.
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Zoom Learning Center: Access short, on-demand videos on how to use Zoom Phone and Contact Center.
Training Guides and Recordings:
Questions?
Specific training and hardware details will be shared as we approach each phase. Please feel free to ask any questions or leave feedback by submitting a ticket here.