Changing shared line group settings in Zoom App

This post was most recently updated on July 28th, 2022

Shared line groups can be configured to display a different name, use an extension number, and have different hours of operation.

This article covers:

  • Accessing shared line group settings
  • How to use the Profile tab
  • How to use business, closed, and holiday hours
  • How to use routing options

Prerequisites for changing shared line group settings

  • A shared line group has been set up
  • Accounts for Business, Education, and Pro
  • Admin or owner privileges
  • License for Zoom Phone

How to access shared line group settings

  1. Zoom’s web portal can be accessed by signing in.
  2. Click Phone System Management in the navigation menu, then click Shared Lines in the drop-down menu.
  3. To access Shared Line Groups, click the tab at the top of the screen.
  4. Click on the name of the shared line group that you want to join.
    Below are the information and options that you will see once you click on the link:

How to use the Profile tab

  • Enter a new name for the shared line group by clicking Edit beside its name.
  • Site (only visible if you have multiple sites):
  • Shared line groups are displayed according to their site affiliation.
  • Extension Number:
  • Shared line group extension numbers can be changed by clicking Edit.
  • Number(s):
  • To assign direct phone numbers to be shared among members (shared lines), click Add.
  • Primary Number:
  • Select a primary phone number for the desk phones if you have a number of direct phone numbers associated with the shared line group. There is a shared line between the primary number and the extension number. An auto receptionist can route a caller to the shared line group by directing them to the line associated with the primary number if that number is automatically routed to the shared line group. A primary telephone number is also displayed on the list of direct numbers within the shared line group at the top of the list, ahead of any of the other direct numbers.
  • Member(s):
  • You can add more members to the shared line group by clicking View or Edit. Shared line groups don’t need to belong to the same site if multiple sites are enabled. Find out what limitations apply to shared line group members.
  • Time Zone:
  • The Business Hours option below can be changed by clicking Edit.
  • Business Hours / Closed Hours / Holiday Hours:
  • Inbound calls can be routed differently during business hours, close hours, and holidays.
  • Voicemail
    Note:
  • The current extension’s voicemail will be routed to the shared line group’s voicemail if the business hours, closed hours, or holidays are changed to allow callers to leave messages in the shared line group’s voicemail.
    • Access:
    • Share the voicemail inbox of the shared line group with other members of the group. It is possible to revoke access by clicking on the cross mark (*).
      Note:
    • It is assumed that all members will have access to the site by default.
  • PIN Code:
  • If you have a desk phone and want to check your voicemail, you will need to enter your voicemail PIN by clicking Show or Edit. In the account-level settings, you have the ability to set the minimum length of the PIN.
  • Communications Content Storage Location:
  • Communication Content storage location can be managed.
  • Privacy:
  • By checking this box, members will be able to lock calls that were made or received by their shared line group.
  • Active Status:
  • Shared line groups can be enabled or disabled by clicking the toggle. Shared line groups that are inactive cannot be called, but their settings will remain.

How to use business, closed, and holiday hours

Shared line groups can be used to route calls at your convenience.

  1. Zoom’s web portal can be accessed by signing in.
  2. You can access the Shared Lines feature by clicking Phone System Management in the navigation menu.
  3. Select Shared Line Groups.
  4. Click on the name of the shared line group.
  5. The following settings can be customized:
  • Business Hours:
  • You can customize the business hours routing options by clicking Edit and changing the times the shared line group answers calls. Business hours can also extend past 11:30 PM. You might use this if you want to route to members who work night shifts.
    • Max Wait Time:
    • The total maximum wait time allowed in the shared line group should be selected, then the confirmation button should be clicked. The Overflow option will be used when the maximum is exceeded.
    • Overflow:
    • The route options can be customized when a caller waits longer than the maximum amount of time.
  • Closed Hours:
  • Calls are routed outside business hours if you set business hours. Closed hours routing can be customized by clicking Edit.
  • Holiday Hours:
  • Holidays can be designated and routing options can be customized using Manage. A custom message could be played to inform callers that the office is on vacation or routed directly to voicemail.

How to use routing options

It is also possible to customize how inbound calls are routed during business hours, when the office is closed, or during holidays. If you choose “Route to” from the drop-down menu, then type the desired route into the text box at the bottom of the window:

  • Voicemail
    • Allow callers to reach an operator:
    • In order to reach the operator, callers can press 0 to reach the operator, or press 1 in order to reach the voicemail system. The operator can be set to any number of phone users, call queues, auto receptionists, or shared line groups. The audio can be customized once you have enabled this option.
      Note:
    • There is also a setting for this that admins can access in their default call handling settings for each account or site.
    • Allow caller to check voicemail:
    • Checking voicemails over the phone should be an option for callers.
    • Greeting:
    • The drop-down menu or the Audio Library are used to select a greeting. For more information about audio greetings, please refer to the article.
    • Leave voicemail for:
    • Voicemails belonging to shared line groups (current extensions) are the only voicemails you can route to.
  • The user
  • Room Zoom
  • Phone in the common area
  • Receptionist on autopilot
  • Queue for calls
  • Shared Line Group
  • External Contact:
  • You can route calls to external contacts if the account contains a list of external users.
  • Phone Number:
  • Toll-free numbers outside the U.S.
    Note:

    • Call queues require direct numbers in order to be enabled.
    • Billing for external phone calls will be based on the plan rate.
    • In the drop-down menu, select the correct country/region. Dropdown menus show separate entries for some countries sharing the same country code.
  • Disconnect