All business phone communication at Evolution Cloud Accounting is managed via Zoom Phones. Zoom Phones is a cloud-based phone system that allows users to receive and make calls from any device (Computer, Ipads and Smartphones) that has the Zoom App installed. 

When a new Zoom account is created for a new user a direct landline is assigned to the user and a 3-digit extension.

Calling Evolution Cloud Accounting

We do not disclose direct lines to our Clients. If a Client wants to contact a team member at Evolution Cloud Accounting, they will need to contact our main landline (02 7252 2066) and dial the 3-digit extension for the relevant staff member.

All our Staff Member extensions are the equivalent of the first 3 letters of their first name. For Simon for example the extension is 746 or S I M. 

Managing Phone Calls & Available Hours

All phone calls to and from our Clients must be made and received from Zoom. The Zoom app can be installed on both the ECA provided IT Equipment or your personal smartphones. When dialling a number out, the Client's Caller ID will display our main landline. 

We have two sets of Business Vs Closed Hours:

1. Business Hours - ECA (Mon-Thu 9AM-6PM & Fri 9AM-5PM) > Calls outside these hours go straight into a recorded message and the call is then disconnected;
2. Business Hours - Team Member> Calls outside these hours will go to an individual recorded mailbox where the caller can leave a recorded message;
3. Busy/Engaged - Team Member > If the Staff Member does not answer the phone within 30 seconds, the caller is directed to a mailbox where they can leave a recorded message. 

Once your Zoom user account is enabled and a Zoom Phone landline has been assigned to you, you will need to set up your Zoom Phones first on your Desktop and then on your smartphone (if you want to). 

Set up your Zoom Account

1. Log into your Zoom personal account via the Practice Protect Portal
   
   è  The Zoom screen
   
   
   
   
2. Select the [Phone] Tab
   
   è  The Zoom Quick Setting screen opens
   
   
   
   
3. Go to the Phone Settings Tab
4. This screen displays the following information:
   • Your direct phone line
   • Your Company Number and Extension
   • Your Outbound Caller ID
   • Business Hours
   • Call Handling Settings
5. Confirm/Edit the following details:
   • Company Number and Extension > Confirm the company number is 02 7252 2066. The extension number should be the first 3 digit of your first name (i.e. Simon should be S I M or 746
   • Outbound call ID > Change this field to Main Company Number
   • Business Hours > Make sure these are the correct hours you are available to take Clients' phone calls and ensure the field
   • When a call is not answered > Make sure these fields are set to Forward to voicemail (both in Closed Hours and Business Hours)
   • Greetings & Leave Voicemail Instructions > Make sure these fields are set to Busy - #firstname (Business Hours) and Unavailable - #firstname (Close Hours)
   • Hold Music > Make sure this field is set to ECA on Hold