Upgrading to Zoom phone will generally be done on a department by department basis. When Telecommunications upgrades you and/or your department to Zoom Phone, all legacy phones will be removed as part of the upgrade process.

Voicemail in the old system will need to be manually processed, it cannot be migrated to the new system. This can be done before the upgrade, during the upgrade, or for a brief period of time after you are upgraded.

Zoom Phone is an internet based phone system, so there is no need to "dial out." You no longer need to dial a "9" in front of a phone number. In fact, you can copy/paste numbers into the Zoom app, and you can dial with the on-screen dial options, or by typing on your keypad.

Preventing Zoom Phone Calls from Being Marked as Spam

To ensure your Zoom Phone calls are received reliably, it’s important to understand how spam filters work and what steps you can take to avoid being flagged.

Why Do Some Calls Get Labeled as “Spam Likely”?

Phone carriers and analytics systems flag calls based on:
- High volume of short or repetitive calls
- Incomplete or inconsistent caller ID
- Numbers not registered with reputation services
- Negative recipient feedback (people marking calls as spam)

What You Can Do

1. Use a Recognizable Caller ID (CNAM)

Ensure your outgoing caller ID shows your department or Andrews University clearly.
Example: “AU Registrar” or “Andrews Univ”
If your Caller ID appears blank or confusing, recipients are more likely to ignore or block your call.

2. Avoid Spam-Like Call Patterns

- Don’t repeatedly call the same number in short timeframes
- Avoid excessive short-duration calls (under 30 seconds)
- Make calls during standard business hours when possible

3. Encourage Recipients to Save Your Number

Tell students, faculty, or external contacts to save your office number in their phones. This improves trust and helps bypass spam filters.

4. Report Call Labeling Issues

If your calls are marked as spam:
- Submit a request through Zoom Support (https://support.zoom.us/)
- Or email ITS Telecom Services at [Insert AU contact email here] with:
  • Your phone number
  • A brief explanation of the issue
  • Screenshots (if possible)

Behind the Scenes: What Andrews ITS Is Doing

- Registering university numbers with national reputation analytics platforms like Hiya, First Orion, and TNS
- Ensuring STIR/SHAKEN authentication is enabled for outbound calls
- Monitoring call reputation in coordination with Zoom

Need Help?

If you believe your number is being mislabeled or blocked, contact ITS Help Desk at helpdesk@andrews.edu or call 269-471-6016.

We’re here to help protect your call reputation and ensure clear communication. 

Submit a Ticket

Call us: 269-471-6016
Email: helpdesk@andrews.edu

 

Visit Help Desk

Andrews University Information Services Building
8490 E Campus Circle Drive

  Help Desk—Room 113
      Monday-Thursday 8am-12pm; 1pm-5pm
      Friday 8am-12pm