Zoom Classroom Expectations and Incident Management

This article provides information and incident escalation steps for our current distance learning broadcast platform, Zoom.

ISU classrooms will be transitioning from Codec Experience to Zoom infrastructure.

• Codec Meeting Experience (Legacy solution)
  • Traditional point-to-point or point-to-multi-point routing. Requires dedicated on-premise infrastructure (such as an MCU or gatekeeper) or an H.323 cloud gateway. Processing is heavily reliant on the physical hardware bridging the call.
• Zoom Meeting Experience (Current solution)
  • Decentralized cloud-routing. Every endpoint (classroom, laptop, mobile) connects independently to a distributed cloud media router. Scale and processing are handled in the cloud.

While Zoom significantly reliable, disruptions can occur.

• Business as Usual (BAU)
  • Minor jitter, isolated connection drops, or single-user room authentication errors that can be solved with local troubleshooting or equipment reboots.
  • A user who experiences a drop has 45 seconds to reconnect automatically. If that time expires, the user is disconnected and must rejoin the Zoom meeting manually.
• Outage
  • Complete inability to launch Zoom across multiple rooms, localized campus network blocks to Zoom IPs, or systemic failure of the Zoom cloud platform.
• When to submit a ticket to the IT Service Desk
  • ​​​​​​​​​​​​​​Does the classroom drop from the meeting and fail to reconnect within 45 seconds?
  • After successful manual reconnection, does the session still have multiple drops/failed reconnections?
  • Do other users/classrooms joining different meetings near the same time report a similar drop/failed reconnection?
• If you feel you have a Zoom outage, contact the IT Service Desk.
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