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Please note that


the information provided in this document relates to all courses run through Arts and Science Online.  For an on-campus course that is being run remotely, Instructors should refer to ITServices for more information regarding support for Zoom meetings.


Although it is possible to host your own meeting in Zoom, it is highly recommended that any course-related meetings be booked through Arts and Science Online. This will ensure that support is available


if needed, that no restrictions are placed on the length of your meeting and your meeting is recorded to a central location. 


As of January 1st 2021, Zoom licenses are available to all Queen's employees. 

titleZoom Support

The support structure for Zoom is as follows:

  • Support will be available 15 minutes before your session begins
  • You can open up the meeting on your own or Support can open it up for you upon request. Support will open up your meeting if it is still unavailable by the start time.
  • If you experience any issues logging in please send an email to
  • Support will sit in your meeting and assist with any technical issues
  • Recordings will be automatically posted in your course unless something different is requested

    titleZoom Technical Support

    ITS Zoom Tech Support*: your go-to for technical difficulties 

    • The Queen's IT Support Centre offers basic Zoom support for all faculty and students via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday).
    • Please note: there currently is no support available on weekends or outside of the IT Support Centre hours listed above.
    • If you
    feel that
    • or your
    meetings are running smooth and that tech support is not necessary, you can sent an email to and opt-out of technical support.  
    • students are having difficulty logging into a Zoom meeting, accessing the features of Zoom, or any other technical difficulty, please contact the IT Support Centre via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday).

    ASO Zoom Tech Support: your go-to for bookings, training and recordings

    • Click here to access the Meeting Booking Form.
    • ASO provides optional training for teaching teams early in the term to ensure you're comfortable with the technology and able to utilize all the features of Zoom, including polling and breakout rooms.
    • If you have a question about your booking, setting up Zoom links in your course, or your Zoom recordings, please contact (email monitored during ASO office hours: 8:30am - 4:30pm Monday-Friday)

    titleSupport Guidelines & Definitions

    ASO Support Guidelines 

    Type of Meeting 

    IT Support Centre

    Level of ASO Support 

    Who Opens the Meeting? 

    Who Provides Support during the Meeting? 


    Office Hours/ Drop-in Sessions/ QA Sessions 

    Support* available via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday)

    Email during ASO Office Hours (8:30am-4:30pm Monday-Friday)

    Meeting Host 

    Meeting Host

    ASO Zoom team can provide training so support is not required  

    The Meeting Host is responsible for logging in and running their own session (e.g. office hours, individual meetings etc). 

    Sessions –  

    no activities 

    Support* available via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday)

    Email during ASO Office Hours (8:30am-4:30pm Monday-Friday) 

    Meeting Host 

    Meeting Host

    ASO Zoom team can provide training so support is not required 

    Meetings that involve only common functionalities used in Zoom (e.g. simple screen sharing, chat functionality).  These are commonly lectures, seminars, learning labs, TA tutorials, etc. 

    Sessions – with interactivity 

    Support* available via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday)

    Email during ASO Office Hours (8:30am-4:30pm Monday-Friday)

    Meeting Host 

    ASO Zoom team can provide training so support is not required

    This includes sessions requiring screen sharing (sound/video), polling activities, breakout rooms etc.  

    High stakes meetings 

    Support* available via Online Chat or by phone (613) 533-6666 (5am to 10pm Monday-Friday)

    Email and in-person (if pre-arranged at time of booking) 

    Meeting Host 

    ASO Zoom team can provide training so support is not required

    In rare cases, ASO Zoom Support may be provided if pre-arranged at time of booking

    Meetings/sessions that have grades associated (e.g., participation, or part of an activity/assignment).  


    Please note the following 'Support’ definitions: 

    • Email Support:  Questions/issues are sent to Please note this email is monitored Monday-Friday 8:30am-4:30pm as well as when tech support is scheduled for sessions.
    • Meeting Host:  This is the user with a Zoom Pro account. In general, this would be the course instructor or TA. 
    • ASO Zoom Support:  A member of our ASO team that will provide technical support for your meeting. Please note that ASO Zoom is only able to provide support for meetings that have been booked directly through the ASO Zoom account.  
    • In-Person Support: Meeting Hosts should be aware that it may not be possible to provide ASO Zoom in-person tech support for last minute requests. 

    titlePlease Be Advised

    Even for meetings that are not supported by the ASO Zoom Team, we are always here to help!  ASO's office hours are 8:30am-4:30pm Monday-Friday, and a member of the ASO Zoom Team monitors emails to during these hours.  Please contact ASO Zoom Support directly at if you have any questions we can help address. 

    For additional information on Zoom, please visit 

    titleGetting Started with Zoom

    titleWhat is Zoom?

     Zoom is a


    conferencing tool adopted by ASO starting in the Summer 2018 semester.

    Advantages of Zoom VS previous conferencing tools include

    Zoom offers:

    • An intuitive simple interface
    • Platform and browser-independent; meetings can be joined via computers and mobile devices on wired and wireless connections
    • Automatic cloud recording with transcript generation
    • Features such as breakout rooms and polls

    titleAdditional Zoom Resources

    If you would like to know more about using Zoom, please see Zoom's Getting Started Resource. Additional training from Zoom can also be booked on their Zoom Live Training page.

    titleActivating Your Zoom Account
    • To activate your Zoom account, begin by visiting:  
    • When you reach the webpage, log in using your and password (remember to use your Queen’s NetID and not a preferred email address if you have one).  
    • You should now be able to access your personal Zoom account.    

    titleASO Zoom Training

    ASO offers training on hosting and supporting your Zoom meetings.  If you or your teaching team would like some help facilitating meetings with Zoom, please book a training session with our ASO Zoom Team and we'd be happy to answer any of your questions and walk you through using some of the more advanced features of Zoom.

    Zoom meeting can be accessed either through your course Zoom page or from the meeting invite in your Office 365 calendar. Both require clicking on the unique meeting link in order to launch the session. If you are already logged with your Zoom host account, your meeting room will open up.

    Please send an email request to . Once your account has been created you will receive an activation email from Zoom (check your clutter and junk mail if it isn't in your inbox). When you receive the email, follow the prompts to activate your account.

    Request a Zoom Account

    Accounts can only be created from the activation email. If your account is created directly from the website, support can't be provided for any meetings you book.

    titleBooking Your Meeting

     Please send a schedule of online meetings needed for your course to your assigned LMS Specialist. Booked meeting links will be added to your course.

    titleZoom Training

     A week before your first scheduled meeting you will receive an invite to a Zoom training session. Training will be conducted remotely via Zoom. To reproduce a live session environment as much as possible it's recommended that:

    • You login using the credentials that were sent to you in the activation email and the password you created. This is the Zoom host account you will need to access your meetings.
    • Use the same computer you plan to use for your live sessions
    • Set up in the same space you plan to run the majority of your sessions (if possible)
    titleAdditional Resources

    Training will cover the necessary components required to run your meeting. If you would like to know more about using Zoom, please see the Zoom Getting Started page. Additional training can also be booked on the Zoom Live Training page.

    titleLogging in to a Zoom Meeting

    If you are not logged in with your host account, you will be redirected to the Zoom waiting page. If you see this, choose login and enter your host account information. 

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    Did you know...
    • To further engage your students, you can include polls in your sessions. Including polls can increase student participation and allow for formative assessment of knowledge. See this How to Use Zoom Polling video for more info.  
    • You can create breakout rooms in your meeting. This can allow students to meet in smaller groups for more focused discussions. See this How to Use Breakout Rooms in Zoom video for a tutorial on breakout rooms. 
    • If you are interested in learning more about, or including these advanced features in your Zoom meetings, please book a training session with our ASO Zoom Team. 

    titleInstructor and TA Guidelines

    Please review the best practices listed below in advance of your Zoom session(s) to help foster a positive and successful user experience for both the teaching team and your students. Following the procedures listed here will help ensure no further action is required prior to your meeting. If you find that you need further support, or require any changes to the scheduled meetingplease email with your request as soon as possible. 

    titleScheduling a Zoom Meeting

    Scheduling a Zoom Meeting:

    • To book your meeting, please visit our Zoom Meeting Booking Site and fill out the form to create a booking.
    • If you plan to have a member of your teaching team host a session, they will need to be added as an Alternative Host. Please indicate this in the Zoom Meeting Request Form. If you have already submitted the form, please contact to let us know that additional Alternative Hosts need to be added and include their Zoom account email address in the message. 
    • You will receive an email confirmation with a calendar invite once you've submitted your booking.  You can forward this calendar invite to other members of the teaching team as required.
    • The ASO Zoom Team will modify your booking with your session link and will post this link to your Zoom/Live Sessions page in your course in onQ.
    • The ASO Zoom Team will confirm any tech support requests and allocate support personnel for your session if required.
    • If you have any special requests, please add them in your booking request or email the ASO Zoom Team at 

    titleAccessing your Zoom Meeting

    Accessing your Zoom Meeting:

    • Prior to your meeting taking place, please visit to make sure you have activated your Zoom account.  
    • To open your meeting, sign into your zoom account first at
    • The link can be found in your calendar invite or in the Zoom section of your course in onQ.
    • When you click on the Zoom meeting link, you will be prompted to open the meeting where you will be redirected to a webpage. If you have the Zoom desktop application it will automatically open, and you can begin your meeting. 

    titleZoom Recordings & Settings

    All ASO-booked Zoom meetings are set to record to the Queen’s Streaming Server by default.  If you would prefer that the meeting not be recorded, please indicate this when booking your Zoom meeting.  

    titleZoom Recordings

    titleRecording Settings

    Recording settings can be accessed from the tab at the top of the settings page

    • Record active speaker with shared screen - this should be enabled by default. If the recording will be edited and shared, additional views can be checked off
    • Check off Audio Transcript - this will produce automated captions when the meeting is done.
    • Enable Automatic Recording to the Cloud - this will ensure recording starts when you open up the meeting

    Please note that meeting recordings are automatically deleted after 90 days. For this reason it's recommended that any recordings shared in your class be downloaded, uploaded and uploaded to the Queen's Streaming Service.

    titleBefore Recording

    Before Recording:

    • Please ensure you are familiar with the platform being used, including how to enable security and privacy safeguards. See the FAQs on Recordings Online Classes and Meetings for details on privacy settings. 
    • Please double check that the settings prevent recording on the platform by anyone other than yourself (unless allowing individuals to record a local copy is desired). 
    • Please notify participants BEFORE beginning to record followed by a statement about recording the session after the recording has begun to document the announcement. 
    • Only consenting participants (e.g., students, guest speakers, TAs) who have elected to take part in the class, tutorial, or meeting should be captured in the recording. 
    • Please also be sure no personal, private, or copyrighted (e.g., pictures, artwork, etc.) artifacts are visible and subject to inadvertent recording.  

    titlePosting Recordings to onQ

    Posting Recordings to onQ:

    • If you have specified you'd like your recordings posted when booking your Zoom meeting, ASO's Zoom Team will post the link to your recording to your Zoom Sessions page in onQ.
    • Recordings will be posted within 24 hours of the meeting date. If your meeting falls on a Friday or weekend it will posted on the following Monday.
    • If for any reason you do not want a recording posted to onQ, please email  
    • Should your recording require editing before posting, please notify us at as soon as possible.  Editing of recordings may require longer turnaround time to post video links to onQ.

    titleZoom Settings

    If you previously had a Zoom account some settings might have changed with the migration to the Queen's University Organization. The steps below outline the recommended setting changes for ASO meetings. 


    Any meetings booked through Arts and Science Online will have the appropriate settings enabled. These setting recommendations apply for meetings that are booked through an individual Zoom account.

    titleIn Meeting Settings

    All settings can be accessed by logging in to your Zoom account's settings page

    • Private Chat - If ASO support will be assisting with your meeting this setting should be enabled as this will allow them to troubleshoot any issues without disrupting the main chat window

    titleAdvanced Zoom Features

    titleUsing Polls in Zoom

    The polling feature in Zoom allows you to create single choice or multiple-choice polling questions for your meetings. You will be able to launch the poll during your meeting and gather the responses from your attendees. You also can access a report of your polling results after the meeting. Polls can also be conducted anonymously.

    If you have poll questions for you upcoming meeting you can include them on your meeting request form, or after the fact you can email your poll questions to and the questions will be pre-loaded into your meeting and ready for you when you launch your meeting.

    To use Polls in your Zoom meetings, follow these steps to set-up your polls.

    titleCreate a Poll
    1. Visit and schedule a meeting, or select an upcoming meeting from your list.
    2. From your meeting page, scroll to the bottom to find the Poll option. Click Add to begin creating a poll.
    3. From the pop-up menu, enter the title and your first question. You have two additional options:
      1. Enable anonymous responses: check the Anonymous? box to make the poll anonymous will keep the student’s polling responses anonymous in the meeting and the reports.
      2. Single or Multiple Choice: select whether you want the question to be single choice (students can only choose one answer) or multiple choice(students can choose multiple answers).
    4. Type in the answers to your question and click the Save button at the bottom of the poll creation pop-up menu.
    5. If you need to add another question, repeat steps 2-4 above.

    NOTE: You can create a maximum of 25 polls for a single meeting.

    titleLaunch a Poll
    1. Start the scheduled Zoom meeting.
    2. Select the Polling option from the menu bar.
    3. Select the poll that you would like to launch.
    4. Click the Launch Poll button.
    5. The participants in the meeting will now be prompted to answer the polling questions. You will be able to see the results live.
    6. Once you would like to stop the poll, click End Poll.
    7. If you would like to share the results to the participants in the meeting, click Share Results.

    titleAccessing Poll Results

    If ASO set up your Zoom booking, please reach out to to request polling results.

    If the meeting was set-up using your personal Zoom account, please follow these steps:

    1. Sign in to your account.
    2. Select Reports. If you are an account owner, admin, or a role with the Usage Report permission, you will need to select Account Management, then Reports.
    3. In the Usage Reports tab, click Meeting. A list of upcoming and previous meetings will be generated. You can search by time range or by meeting ID.
    4. Next to Report Type, select Registration Report or Poll Report.
    5. In the drop-down menu below Report Type, select one of these options: 
      1. Search by time range: Select a time range then click Search.
      2. OR Search by meeting ID: Enter the meeting ID and click Search.
    6. Click Generate in the last column. You can also use the check boxes to select multiple meeting then click Generate at the top.

    titleCreating Breakout Rooms in Zoom

    Breakout rooms allow you to split your Zoom meeting in up to 50 separate sessions. The meeting host or co-host can choose to split the participants of the meeting into these separate sessions automatically or manually. The host or co-host can switch between sessions at any time. 

    titleCreating Breakout Rooms
    1. Start an instant or scheduled meeting.
    2. Click Breakout Rooms from the bottom menu.
    3. Select the number of rooms you would like to create, and how you would like to assign your participants to those rooms:
      • Automatically: Let Zoom split your participants up evenly into each of the rooms.
      • Manually: Choose which participants you would like in each room.
      • Let participants choose room: on their own. 
    4. Click Create Breakout Rooms.
    5. Your rooms will be created, but will not start automatically. You can manage the rooms prior to starting them by following the instructions below.

    titleOptions For Breakout Rooms
    1. After creating the breakout rooms, click Options (on Windows) or the gear icon (on macOS) to view additional breakout rooms options.
    2. Check any options that you would like to use for your breakout rooms.
      • Allow participants to choose room: Participants can select and enter rooms on their own once rooms are launched. 
      • Allow participants to return to the main session at any time: If this option is checked, the participants can move back to the main session from their meeting controls. If this is disabled, they need to wait for the host or co-host to end the breakout rooms.
      • Automatically move all assigned participants into breakout rooms: Checking this option will move all participants into the breakout rooms automatically. If this option is unchecked, the participants will need to click Join to be added to the breakout room.
      • Auto close breakout rooms after () minutes: If this option is checked, the breakout rooms will automatically end after the configured time.
        1. Notify me when the time is up: If this option is checked, the host and co-hosts will be notified when the breakout room time is up.
      • Set Countdown timer: If this option is checked, the participants will be given a countdown of how much time they have left before being returned to the main room.
    3. Follow the steps below to assign participants to rooms or click Open All Rooms to start the breakout rooms.

    titleAssigning Participants to Rooms

    After manually or automatically assigning participants to rooms, you can rearrange the participants. Participants who are not assigned to breakout sessions will remain in the main meeting when the rooms are started. Hover over the participant or room for these options:

    • Move to (participant): Select a room to move the participant to.
    • Exchange (participant): Select a participant in another room to swap the selected participant with.
    • Delete Room: Delete the selected room.
    • Recreate all Rooms: Deletes existing breakout rooms and allows the host/co-host to create new ones. 
    • Add a Room: Add another breakout room.
    • Open All Rooms: Start the rooms. All assigned participants will be moved to their respective rooms after confirming the prompt to join the breakout room. If allowing participants to choose their own room, they can open the list of rooms and choose which to join. The host, or co-host that launched the breakouts and the original host, will be left in the main meeting until manually joining one of the rooms. The participants (and the host/co-host when manually joining a room) will see the following message shown when joining the breakout room.

    titleFrequently Asked Questions

    titleWhere do I find the link for my session?

    Your session links can be accessed from the Activities tab in onQ.

    titleWhere does my Zoom recording go?

    ASO-booked Zoom session recordings are automatically backed up to our ASO streaming server.

    titleHow do I set up a poll?

    The host can set up a poll by selecting the poll option on the bottom menu while in a meeting.  Please see Using Polls in Zoom under the Advanced Zoom Features section above.

    titleHow to log in to open a session?

    Please log into Zoom using your NetID associated email address and password at or via your Zoom desktop/mobile app before clicking on the link to your Zoom session in your onQ course.  

    titleWhen will my recording be posted to onQ?

    You recording will be posted to onQ usually within 24 hours. If your session takes place on a Friday or during the weekend, it will be posted the following work day.

    titleWill there be tech support in my sessions?

    ASO offers optional training to teaching teams so that support is usually not required. Please indicate if you'd like training on the meeting booking form.

    titleDo you offer training?

    ASO offers optional training to teaching teams so that support is usually not required. Please indicate if you'd like training on the meeting booking form.

    titleHow do I request a meeting?

    To request your ASO Zoom session please use the booking request form.