Comparison of call routing methods in Zoom App

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

As can be seen from the table below, the main call routing methods are compared in terms of their features. It is possible for Zoom Phone systems to route inbound calls to a specific phone user or group of phone users by using the call routing methods described above. For more information on each call routing method, you may wish to read the following articles:

Notes:

  • Despite the fact that call delegation works very differently from the main call routing methods in this comparison, it has been excluded from the comparison.
  • The Linux desktop client does not support the creation of shared line groups.
  • An auto receptionist, a call queue, or a shared line group can be set up so that phone users are not able to view outbound caller ID numbers that belong to those.

Comparison

NA: Not applicable

Feature Auto receptionists Call queues Shared line groups
It is possible to assign direct numbers to
members of the group based on their location or their phone numbers NA
The maximum number of group members is NA 50 10

(see note A)

Add members that belong to another site (if multiple sites enabled) NA
Phone users can use direct numbers as their outbound caller ID number (client or app)
(members only)

(members only)
Phone users can customize line key settings to use direct numbers as outbound caller ID number (desk phones)
(members only)

(members only)
Direct numbers appear as a separate line on desk phones
(members only)
Multiple call distribution methods (for example: simultaneous, sequential, rotating) only simultaneous
Greeting prompt before routing

(see note B)

Custom business, closed, or holiday hours for routing rules
Route to phone user
Route to common area phone
Route to auto receptionist
Route to call queue
Route to dedicated voicemail inbox with voicemail greeting
Route to another extension’s voicemail inbox (phone user, auto receptionist, call queue, or shared line group)
Route to custom audio message
Route to Zoom Rooms with a Zoom Phone license
Route to external contact  ✔
Dedicated voicemail inbox
Share voicemail inbox with phone users
Automatic call recording assigned directly to the extension
Assign another phone user to manage settings
Enable call monitoring

Notes

Note A (shared line groups max membership):It is possible to increase the maximum number of members in the shared line group to 50. Zoom must be able to enable the increased limit in order for it to work.

The following is note B (a greeting message is displayed before the call is routed): During routing, the greeting prompt will be played before routing the call if there are less than 11 members in the call queue or if there is a customized greeting prompt. Due to this, the waiting time will not take into account the length of the greeting prompt. The default greeting prompt will play at the same time as routing if there are more than 10 call queue members or if there is no customized greeting prompt. This will decrease the waiting time for callers if there is a large number of call queue members or there is no customized greeting prompt.