The New Cardinal Voice: Powered by Zoom Phone
Technology Services is excited to announce a major upgrade to our university's telephone system. We are transitioning from the legacy Windstream/Mitel system to Cardinal Voice, powered by Zoom Phone.
This transition will unify our campus communications by integrating voice, video, and chat into a single, user-friendly platform: the Zoom application you already use for meetings. This new system provides greater flexibility, modern features, and a seamless experience whether you are on campus, at home, or traveling.
Benefits of Zoom Phone
This upgrade will deliver a more powerful and flexible communications experience.
- Unified Communications: Make and receive calls, chat with colleagues, and join video meetings all from one application on your computer or smartphone.
- Work from Anywhere: Your CUA phone number is no longer tied to a desk. Take calls on your laptop, mobile phone, or a traditional handset, wherever you have an internet connection.
- Modern Features: Gain access to advanced features like voicemail transcription (voicemail-to-email), call recording, and the ability to seamlessly switch a call from your desk phone to your mobile app.
- Simplicity and Familiarity: Leverage the familiar Zoom interface, reducing the need to learn a new, complex system.
Our Phased Rollout Plan
To ensure a smooth transition, we will be migrating the campus to Zoom Phone in phases. Technology Services will contact your department to schedule your transition.
Here is what you can expect during the rollout:
- Phase 1: Softphone Activation
Initially, all users receiving a new phone will be set up with a softphone. This means you will use the Zoom application on your desktop computer or smartphone to make and receive calls using your CUA phone number. This provides immediate access to the new system and its flexible features. - Phase 2: Handset Deployment
Following the softphone activation, new physical desk phones (handsets) will be deployed. Our team will coordinate with your department to replace your old Mitel device with a new Zoom-compatible handset.
Please Note: Choices for new handset models are currently being finalized by Technology Services. This information will be shared with departments prior to deployment.
Cardinal Voice Service Levels
The new Cardinal Voice program offers several service levels to meet the diverse needs of our campus community. Please review the options below.
| Handset Image | Service Level | Description | Handset & Key Features | Replaces Legacy Service |
|---|---|---|---|---|
| N/A | Soft Phone | Fully-featured softphone for use on web, desktop, and mobile app only. | None | Softphone, Forward only |
 |
Courtesy Phone | Simple, cost-effective phone for common areas, including wall mounted. | Model: T31G
|
Courtesy phone |
 |
Conference Phone | Speakerphone device perfect for conference calls. | Model: CP965
|
Conference phone |
 |
Standard Desk / Shared Desk | Phone recommended for standard use by individuals, or in shared locations, like front desks. | Model: T33G
|
Standard Desk, Shared Desk, Enhanced Desk |
 |
Advanced Desk | Desk phone with a more advanced feature set, including a larger display, 6 additional line keys, and USB/Bluetooth to connect headphones. | Model: T46U
|
Receptionist |
* The Utility Line service level is not included in this chart as this is a specialty service for specific uses.
Detailed Feature Comparison
| Feature | Soft Phone | Courtesy Phone | Conference | Standard Desk | Advanced Desk |
|---|---|---|---|---|---|
| Domestic long distance, and International | Yes | Yes (International on request only) | Yes (International on request only) | Yes (International on request only) | Yes (International on request only) |
| Call transfer, forward, park | Yes | Yes | Yes | Yes | Yes |
| Voicemail (incl. email forwarding & transcription) | Yes | Yes (on request only) | Yes (on request only) | Yes | Yes |
| Conference call | Yes | Yes | Yes | Yes | Yes |
| Call handling (twinning & multi-device forwarding) | Yes | Yes | Yes | ||
| Softphone (desktop, web, mobile) | Yes | Yes | Yes | ||
| Escalate to Zoom Meeting & flip call between devices | Yes | Yes | Yes | ||
| Google Calendar Presence | Yes | Yes | Yes | ||
| Ring/Hunt groups | Yes (on request only) | Yes (on request only) | Yes (on request only) | ||
| Call directors | Yes (on request only) | Yes (on request only) | Yes (on request only) | ||
| Call delegation (call/pickup on behalf of individual or shared line) | Yes (on request only) | Yes (on request only) | Yes (on request only) |
Support & Training
As we approach the rollout date for your department, Technology Services will provide detailed training materials to ensure you are comfortable using Zoom Phone. In the meantime, you can review the resources below.
Training Guides & Resources
- For detailed info on the phone models and program, please click on this link. (Note: Google log in is required.)
- Zoom's Official 'Getting Started with Zoom Phone' Guide
- Zoom How-To Videos: A library of short, helpful video tutorials for various Zoom features.
- Official Zoom Help Center: The complete library of support articles and guides from Zoom.
Contact the Service Desk
For any immediate questions, please contact the Service Desk.
- Website (Submit a Ticket): techsupport.cua.edu
- Email: techsupport@cua.edu
- Phone: 202-319-4357
Live Training & Updates
This page will be updated frequently as the project progresses. Please check back often for the latest information.
In-person training classes will be held throughout August and September 2025. Click here to sign up for a training session.
Frequently Asked Questions (FAQs)
Why is the university changing phone systems?
We are moving to Zoom Phone to provide a modern, more reliable, and feature-rich communications platform that integrates with the tools we already use. This eliminates the need for a separate phone system and provides greater flexibility for remote and hybrid work.
Will I get to keep my current phone number?
Yes, all users who receive a phone will keep their existing university phone number.
How does 911 service work with Zoom Phone?
Zoom Phone supports Enhanced 911 (E911) service, but it works differently than a traditional phone line. Your location for 911 purposes is based on the address registered to your phone. It is your responsibility to keep your emergency address updated whenever you use your softphone from a new location. For complete details, please review Zoom's official E911 Notice.
What will happen to my old Mitel desk phone?
Your old Mitel phone will be decommissioned and replaced with a new Zoom Phone handset during the second phase of the rollout. Technology Services will manage the collection and replacement process.
Do I have to use the softphone? Can I just wait for the new handset?
For those who will receive a new handset, the softphone is the first step of the transition and a core component of the new system. We strongly encourage you to embrace the softphone, as it provides the flexibility to take your number anywhere. You will receive a handset in a later phase, but the softphone will remain active as a valuable tool.
When will my department be transitioned?
Technology Services will be scheduling departments for migration over the coming months. Your department head or administrative officer will be contacted directly to coordinate a timeline.
Will my voicemail greetings and voicemails be transferred to Zoom Phone?
No, unfortunately, voicemail greetings and voicemails cannot be transferred to Zoom Phone. Once you have been switched to Zoom Phone, you will need to record a new personal voicemail greeting.
How do I contact university staff that have transitioned to Zoom Phone?
During the Zoom Phone transition, we encourage all members of the university to use 10-digit dialing. This ensures smooth calling between Zoom Phone and the old system. While it might seem confusing, many faculty and staff, especially those working remotely, are already dialing the full 10-digit numbers. For those who have transitioned to Zoom Phone, making calls from contacts is recommended.
Note: There is no need to add any extra digits to a number you are dialing. Meaning, you may dial the full 10-digit number as written (e.g., 202-319-xxxx).
About Four-Digit Dialing: If you still have an old on-campus phone, you will be able to use four-digit dialing to contact other lines who are using the old on-campus phone.
Will we be able to keep our desk phones?
Faculty and staff are highly encouraged to choose a softphone (Zoom app on a device) over a replacement desk phone.
If your position is designated to have a desk phone, it will need to be replaced with a new model that is compatible with Zoom Phone. Technology Services will work directly with your school or department, and department heads will receive a survey to identify which users require a physical desk phone.
What about privacy?
Catholic University’s Zoom Phone service operates on Zoom’s enterprise-grade platform, which includes built-in security features and strong privacy protections. Zoom is HIPAA-compliant and can support the handling of protected health information (PHI) when configured appropriately. While Zoom Phone calls are not end-to-end encrypted by default, all voice traffic is encrypted in transit using industry-standard protocols.
Users handling sensitive or regulated data should continue to follow all applicable university policies and consult with the Office of General Counsel or Information Security for guidance on proper use.