Telephone Services

Benefits and key features

• IS&T provides two types of Zoom telephone accounts:
  • User: A primary, personal line for an individual who has an MIT Kerberos ID and an MIT Zoom account (activated by logging in via Touchstone to mit.zoom.us). Phone service for individuals is provided as a "softphone" (software telephone) using the Zoom application on computers and mobile devices. The account can also be connected to a physical desk/wall phone as needed.
  • Service: A shared line for departments, labs, and centers (DLCs), with no softphone user assigned. Phone service for a service line owned by a DLC can be connected to a physical desk/wall phone as needed, and can not be used as a softphone. 
  • Learn more
• Owners and administrators of telephone accounts can manage account and device assignments and details via the voip.mit.edu console.
• Call settings and voice mail are managed via the mit.zoom.us interface.
• IS&T also offers the following services for DLCs with a business need for advanced call routing:
  • Call tree: A Zoom call tree gives the caller a menu of choices and routes their call accordingly. Call trees are available by request with no charge, and are self-service once created. For details and to learn how to initiate a request for a call tree, visit MIT Zoom Phone Service Call Tree Management in the Knowledge Base
  • Contact Center: A Zoom Contact Center is a fee-based service that provides advanced features for handling a large volume of calls, including a call queue for agents, prioritization, and agent performance analytics. Contact the Service Desk to request a Zoom Contact Center consultation. IS&T will assess your business need, determine requirements, and provide a cost estimate from Zoom.

Requirements

• Active MIT Kerberos account
• Active MIT Zoom account
• Institute cost object

Getting started

• Contact the Service Desk to request a new MIT Zoom Phone account. Specify whether the account will be assigned to an individual (“user account”) or will be a shared line owned by a DLC (“service line”).
• If the telephone user has not yet used MIT's Zoom instance, they will need to log in to mit.zoom.us via Touchstone to enable their account before requesting Zoom Phone service.
• Zoom Phone service in the Knowledge Base

Getting help

• General telephone assistance: Contact the Service Desk
• Zoom’s Phone documentation: Visit Zoom Phone support
  • Note: Some features may not be available or may work differently on MIT's Zoom Phone service.
• Adds/moves/changes/repairs to on-campus telephone service: Have the following information ready before contacting the Service Desk:
  • Detailed description of the problem, if a repair or troubleshooting is requested
  • Telephone number, MAC address and location of the defective phone if applicable
  • Your contact information
  • Large-scale changes: Contact the Service Desk early in the project to schedule work and minimize delays.
• Telephones resources in the Knowledge Base
• Annoyance calls: Report annoying or obscene telephone calls to stopit@mit.edu