Campus Telephones

Zoom Phone Coming Summer 2025

The SJSU unified communications phone system will be transitioning from Cisco Voice to Zoom Phone later this year. Zoom Phone is an expansion of our existing services with Zoom Workplace, which is already our primary means of voice communications at SJSU. 

For seamless cloud-based communication and collaboration, Zoom Phone bundles video meetings, team chat, phone calls, and SMS into one convenient platform. This all-in-one solution simplifies workflows and ensures efficient collaboration across any device.

The benefits of moving to Zoom Phone

• Simplified Communications: Use One application for meetings, phone calls, and voicemail.
• Flexibility and Mobility: Your Zoom Phone will work anywhere – at work, at home, and optionally on your mobile phone.
• Additional Features: Automatic voicemail transcription to email, and advanced features such as SMS.
• Security: Single sign-on for all unified communications – no more reset voicemail password or softphone password.
• Customization: Fully customize call handling, greeting messages, call forward, and call control.
• Compatibility: Move live calls between laptop softphone and mobile app.
• Cost: Improved cost efficiency with one contract and cost avoidance with hardware replacement.

Handset & Soft Phone Support, Conference phones, extension provisioning, 911 support, voice mail, 800 Numbers Baseline (bundled) and add-on telephone and voice-mail (including moves and changes).

Your Phone

Your laptop and headset combined will become the new standard as your campus telephone. Your current headset will continue to work with Zoom Phone. However, if you do not have a headset, please request one via the SJSU IT Service Desk. 

Desk phones will still be used for limited cases, such as Call Centers and Admins/Receptionists or other shared spaces. We will be evaluating these use cases over the next few months.

More to Come

An implementation schedule and training materials will be published soon.

Information Technology provides all campus telephone operations and support (analog and digital), including:

• Desk phones and softphones
• Video phones (select units)
• Campus Bluephones, and other wall/safety phones
• Voice trunks and services
• Fax lines
• Audio conferencing
• Voicemail
• 911 and emergency calling services
• Telephone directory for Faculty, Staff and Departments
• Speed dial for individuals or groups

• Faculty
• Staff

There is no cost, but you must have an active OneSJSU ID# and work in a SJSU affiliated building.

Policy

• Personal Use of State-Provided Telephones:
  • State telephones are provided for the conduct of State business and not personal use.
• Prohibitions:
  • No personal long distance calls should be made from State telephones  
  • No personal calls should interfere with the conduct of State business
  • Employees found in violation of the personal telephone use policies are subject to disciplinary action

• Open a Help Ticket or
• Or Complete the Telephone and Network (Internet) Service Request (can be filled out by Administrative Staff or Department IT Tech)

Telephone Guides

• SJSU VoiceMail User Guide [docx]
• Cisco Phone End-User Guides

Repair Requests

SJSU IT is responsible for the maintenance, repair and installation of all SJSU voice and data cable. To request service and/or repairs, please complete our Telephone and Network (Internet) Service Request Form.

The type of information that should be included with your cabling request is predicated upon the complexity of the job:

• If the scope of work is adding one telephone line to a location, the work request could simply state that requirement.
• If the project includes new construction, remodeling of existing spaces or demolition work, a written scope of work and a floor plan or blue prints will be required. 

The information required to create your cabling request(s) would include, but not be limited to the following:

• Requester's name and contact information
• Primary contact name and contact information, if applicable
• Best time(s) for a callback to schedule a walk-through inspection
• Brief description of the location and scope of work

Walk-through Inspection

Upon receipt of the initial request, a walk-through inspection will be scheduled by an Information Technology cabling technician.

Quotation and Work Schedule

Once our cabling technician has completed the walk-rough inspection and examined all relevant documentation, a quote will be created and sent to the requestor for approval. When we receive the signed quote with a charge code from the requestor, the materials will be ordered and the work scheduled.

Certified Technicians

SJSU is a Commscope Systimax Structured Cabling Systems site. All our Information Technology cable technicians have completed Commscope installation training, authorizing them to perform fiber optic cable installation and testing, and UTP copper cable installation and testing.

Warranty

When installed and managed by an SJSU Systimax certified technician, Commscope covers the cable under a 20-year warranty. In addition to the Commscope standards, our Information Technology cable technicians are also familiar with the SJSU Campus Cabling Standards.

• How can I request phone service/repair?

  • If you need new telephone(s), voicemail box(es) installed, moved, changed or disconnected, please submit the Telephone and Network (Internet) Service Request. 

• I'm a new user. How can I access my voicemail box?

  • It is necessary to re-assign the mailbox to you. Have you forgotten the passcode or entered unsuccessful attempts that have locked you out? Your passcode needs to be reset. Contact your Department admin or IT tech for assistance or submit a ticket request.

• Can the dialing capabilities be changed?

  • Yes, all SJSU phone are programmed to Local calling by default. If the dialing capability of your phone does not meet your business needs, you can request a change in class of service to State, Nationwide or International calling.

• If I move locations, does my phone and phone number transfer?

  • Yes, the phone is assigned to the employee, not the department. It moves with you to your new location as long as it is not associated with an Agent line, is the Departments Main Line, or is attached to a program listed on the Departments Website. Contact your department IT Support Tech to install your phone.

    Please keep in mind, that any time your location changes we need to be notified so the Online Directory and 911 records are updated and reflect your new location. Refer to the link above.

• Can I purchase my own phone?

  • No. SJSU uses Cisco phones. If the department needs analog service, they can purchase an analog device such as a fax from an outside vendor.

• Can I have more than 1 line on my phone?

  • Yes, the addition of a line to a phone is an available service requiring programming changes. 

• Can my number be on more than 1 phone?

  • Yes, but each phone needs to have a unique extension assigned to it. This unique extension number is also known as the prime line. The addition of a line to a phone is an available service requiring programming changes.

• Can I change my display name?

  • Yes, the name that shows up when you place a call is programmed for each line individually. If there is a new user, or the current user would like to change their name contact your Department admin, IT tech or refer to the link above.

• Can I change which lines on my phone ring and/or activate the voicemail light?

  • Yes, but that requires programming on our end. To request specific changes contact your Department admin or Department IT tech for assistance.

• Why is my phone not working?

  • There are a variety of reasons why a telephone may not work, ranging from Network problems, equipment issues, or the service has been disconnected at a customer's request. Contact your Department admin or Department IT tech for assistance.

• Why can't I dial outside of local calls?

  • The calling capabilities for SJSU telephones are programmed to dial local by default. If your phone does not meet your business needs, contact your Department admin or Department IT tech for assistance or submit a request to change the class of service to California, National, or International by submitting a ticket request. 

• My phone is missing or damaged, what should I do?

  • The first step is to check with your Department admin or IT tech to see if a work request has been submitted to move or remove the service. If your telephone service was not moved, and it is determined that the set has been stolen, contact the University Police Department and file a police report. Our repair policy does not cover the theft, physical damage or abuse of the campus telephones. Your Department will need to request a replacement of the stolen or damaged telephone by submitting a ticket request. 

For Campus Telephone support, open a ticket request.