Zoom Frequently Asked Questions

This section outlines several common questions regarding the use of Zoom.

What can I use Zoom for?

Zoom can be used to host education, research and administrative meetings. Zoom cannot be used for telemedicine / telehealth visits.

How can I get started with Zoom?

To get started, follow these instructions to receive your Zoom account.

I created my Zoom account. How do I connect Zoom to Outlook?

Linking Zoom to Outlook depends on whether you access Zoom via the Outlook Desktop Client or the Outlook Web Client. Please choose the appropriate installation instructions from the links below:

I use the Outlook Desktop Client

To add Zoom to the Microsoft Outlook Desktop client, visit the Zoom Client Downloads website. Click the Download button under heading the «Zoom Plugin for Microsoft Outlook».

I use the Outlook Web Client

To add Zoom to the Microsoft Outlook Web client, visit the Microsoft Store Zoom for Outlook plugin page and click «Get It Now». You will need to log in to Microsoft O365 with your Penn-affiliated email account.

What is the difference between BlueJeans, Microsoft Teams and Zoom? (Updated March 3, 2025)

Each video conferencing tool has different strengths and weaknesses.  Zoom and Microsoft Teams have achieved parity in many features. However, one significant difference is Zoom allows for cloud recording while Microsoft Teams does not. Microsoft Teams also makes recordings available to every meeting participant via a link in chat, whereas Zoom does not.

BlueJeans is no longer available. Verizon purchased BlueJeans and has since shut down the service.

Can I discuss sensitive data, such as PHI, FERPA, HR or financial data on a Zoom call? Is Zoom HIPAA compliant?

Yes, if you access your Zoom account via https://pennmedicine.zoom.us/. This Zoom environment has been configured with the appropriate controls to support HIPAA compliance by default. The main University of Pennsylvania environment (https://upenn.zoom.us/) is not necessarily configured to be HIPAA compliant by default.

More information about the appropriate use of Zoom meetings for subject visits, telemedicine, and meetings discussing PHI can be found on the Office of Clinical Research website.

More information about the use of sensitive data with Zoom, BlueJeans and Microsoft Teams can be found on ISC's website.

Why is Zoom Cloud Recording disabled? Can I enable it?

Zoom Cloud Recording is disabled by default for all users in the Penn Medicine Zoom environment because Zoom has stated that this feature is not HIPAA compliant. Individual users can request to have Zoom Cloud Recording enabled by attesting that they assume responsibility for not recording meetings where PHI will be shared or discussed. The attestation form can be found here.

How many attendees can I have in a meeting?

Each Zoom license includes the ability to schedule meetings with up to 300 attendees.

How do I host a webinar? (Updated March 3, 2025)

A webinar license must be purchased to host a webinar. Pricing for the license is based on the number of attendees per webinar and is billed yearly. More information about the feature differences between a webinar and meeting can be found here.

Webinar options and pricing for Penn users can be found here.

Please email pm-zoom@pennmedicine.upenn.edu with a budget code to obtain a webinar license.

Are other add-on options available to Zoom? (Updated March 3, 2025)

Yes. More information about the available options and Penn pricing can be found here.

Can I host multiple meetings at the same time?

According to Zoom, each licensed user can host up to two meetings simultaneously. However, users can only be actively joined to one meeting at a time. More information about hosting multiple meetings can be found here.

Can I schedule meetings on behalf of someone else? Does scheduling meetings on behalf of another user work with the Outlook plugins?

Yes, this functionality is available. More information is available on the Zoom website.

Is there more information about how I can set up and work with Zoom?

There are a variety of additional resources available to learn more about maximizing your use of Zoom. Several resources can be found below:

Are there additional Zoom features available? (Updated March 3, 2025)

Yes, there are several additional Zoom features available at an additional cost. For more information, please visit the ISC brokered products website.

What email address is used for Zoom?

Your email address will appear as pennkey@upenn.edu in Zoom. This address cannot be changed and is used for logging in to Zoom. If this is not your email address, rules have been created to forward Zoom email from your pennkey@upenn.edu to your email address. If you are not receiving Zoom requests, please contact medhelp@pennmedicine.upenn.edu for assistance.

My university colleagues using upenn.zoom.us can integrate Zoom with Canvas. Can I integrate my  Penn Medicine Zoom with Canvas?

Canvas and Panopto integration are now available!

I would like to integrate Zoom with another application or service I use. Can I do that? (Updated Sep 30, 2020)

Penn Medicine has developed an assessment process where integration requests are reviewed and assessed as to whether they be enabled. Learn more about Penn Medicine Zoom Application Integrations here.

Does Zoom support closed captions? (Updated December 10, 2020)

Zoom can integrate with 3rd party closed caption systems, but Zoom itself does not provide automatic closed captioning services. The University has a master services agreement with a provider called 3Play Media for captioning services, but anyone seeking to use this service would need to establish their own statement of work directly with 3Play Media.

Update as of December 10, 2020: Zoom has announced that closed captioning services will become available natively by the end of January 2021. More information will be shared as it becomes available.

Can I use the Zoom AI Companion? (Updated June 12, 2024)

The University has decided to enable Zoom AI Companion on a limited, pilot basis for groups outside HIPAA covered entities. Because PSOM is part of a HIPAA covered entity, Zoom AI Companion will not be enabled in the Penn Medicine Zoom environment.

Cloud Recordings & Whiteboards: How long does Zoom store this information? (Updated January 3, 2024)

The Penn Medicine Zoom environment is configured to retain copies for 120 days. After 120 days, items are moved to trash for 30 days, after which time they are permanently deleted. Recordings and whiteboards should be downloaded or transferred to another service before the expiration date.

I am having trouble accessing Zoom. Who can I contact for help?

For assistance with Zoom, please open a ticket with the PMACS Helpdesk.