Zoom Phone

At VSHN we use Zoom Phone as our official phone system. This page contains all the information you need to get it up and running.

Installation

  1. Download the client (for Windows, macOS, and various Linux flavors).

  2. Log in with your VSHN email address and password.

  3. Notify the Sol squad if you need a license.

The most common need for a license is when you need to schedule meetings longer than 40 minutes, which is the default length for Zoom calls.

For mobile phones, you can download the clients for iOS and Android.

How to use

Make sure your Zoom client is always open. The easiest way is to make it start automatically when your computer starts.

  1. Open the client

  2. Click on the Phone tab button (or on Telefon if your application is running in German)

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    • On the left side you can see your call history and the voicemail inbox.

    • On the right side you can enter a phone number. You can also enter a name–it pops up when you have it in your address book.

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    • On the right side at the bottom you can see your Caller ID. This is your internal phone number, and it’s visible to customers. Usually it’s the office number.

    • You can also change your ID opening the dropdown next to the Caller ID.

    • On the right side you can see your own number (804 for example). This number VSHN can use to transfer calls to you directly.

In a call

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You have different options in a call:

  • You can mute yourself;

  • You can add someone to a call;

  • You can hold the call;

  • You can transfer the call to another VSHNeer;

    • You can choose to speak with this other VSHNeer before you transfer the call: please do it! Then transfer the call just by clicking the End Transmission button.

Please be aware that if you are transferred a call from a colleague, the name of that colleague will be visible during the call. This is normal, even if you aren’t speaking to that person anymore.
  • Finally, you can upgrade the call to a Zoom Video meeting.

After a call

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  • You can see the list of all previous calls.

  • When you hover over any call, 3 dots appear: if you click on them you will see another menu with even more options.

You can block callers, but don’t do this for customers!

Incoming calls

When someone calls you, a pop-up appears. You can accept the call by clicking on Accept.

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If a VSHNeer forwards you a call and you pick up, he can tell you who is on the line. As soon as the call from the other side (VSHN) is ended you have the customer on the line.

Attention: There is no sound when the VSHNeer has handed over, the customer is directly connected to you. Say "hello customer here is .."

Using Zoom Phone from mobile devices

The app works very similarly to the one for your computer, but it looks slightly different. You can use the mobile application to make calls with the office number, wherever you are.

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Process

zoom phone process

Call Queue Handling

To change the people in a call queue, please follow these steps.

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  • Go to Phone System Management

  • Go to Call Queues

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  • Choose the "Main" Queue

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  • Under the Section "Member(s)" click "View or Edit"

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  • With "Add Members" You can add new members to the queue

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  • Make sure the member(s) you want to remove isn’t Manager of the Queue

    • If he is, click "Set as Manager" behind someone else

  • Mark the member(s) you want to remove

  • Click "Remove"

Rotation

Every week, a group of VSHNeers from different squads take care of answering phone calls. This section describes the methodology and rules of this rotation.

Office Number

Topic Answer

Which squads are responsible?

Antares, Eltanin, and Sol

How many people?

3 People

How long does a rotation last?

For 1 week, every week.

How are rotations organized?

Rotations are planned in advance; in case you must leave earlier, contact your peers in the #phonesupport channel and somebody will take over for you.

How do rotation work?

  • Answer phone calls between 9 AM and 12 PM, and 1 PM and 6 PM CEST.

  • As a minimum, at least one person should be watching the phone for calls.

  • In case of a long appointment (for example, more than 2 hours long) request somebody else to take over the shift.

Tips and Tricks

Please contact the following people for all matters regarding the Zoom Phone system:

  • Matthias Indermühle

  • Aarno Aukia

  • Tatjana Suter

For internal calls, between VSHNeers, use standard Zoom meetings instead of Zoom phone calls. The only exception to this rule is when transferring calls to another VSHNeer.

Check the How to Answer Phone Calls page for more tips and tricks.