Customizing line keys and positions settings In Zoom App

It is possible to customize the way your desk phone displays the line keys on it if you are using a desk phone that supports multiple line keys. You might find this feature valuable if you are a user of shared lines or if you belong to a group of people who use these lines frequently (e.g. you are a manager of a call delegation setup or you are a member of a group that utilizes shared lines).

It is possible to change the order, outgoing caller ID, and alias of the line keys you will use for your direct numbers. It is possible to change the order or alias of line keys associated with shared lines.

In addition to customizing the line keys and position of the lines, a CSV file can be imported as well.

Prerequisites for customizing line keys and positions settings

  • A Zoom License is required
  • If you plan to use this feature on a desk phone.

How to access line key settings


If you are a Zoom Phone administrator, you are able to see and set the line key settings for a particular phone user’s desk phone or common area phone.

  1. Log into the Zoom web portal by using your Zoom ID and password.
  2. Click on Phone System Management in the left hand navigation and then select Users & Rooms.
  3. You can now easily navigate between users and common areas by selecting the appropriate tab.
  4. To switch between users and common areas, simply select the user or common area phone number.
  5. From the in-app menu, choose Settings, then User.
  6. Click View or Edit under Keys & Positions.
  7. Navigate to Manage Keys.


A user of the phone can access the settings for his or her own desk phone from his or her own personal settings menu.

  1. Join the Zoom web portal by signing in with your account information.
  2. Click the phone icon.
  3. From the menu, select Settings.
  4. Then scroll down and click View or Edit in the Keys & Positions section.
  5. Now you will be able to manage your keys.

How to customize line keys

It is possible to customize the current keypad as you wish, which comprises of both your direct and shared telephone numbers.


Also, you can create new line keys for the busy lamp field and speed dial terms.

  1. As an administrator or user, you can access line key settings.
  2. Here are some options that can be customized to suit your needs:
    • Key:
    • Change the order of the keys associated with the line. If you would like to move a row up or down in the order, you can drag and drop it or use the arrow buttons.
    • Key Type:
    • Displays a description of the key type. Note that only a few types of key can be changed.
      • BLF (Monitoring):
      • These lines have been automatically added so that you can monitor who is on the phone.
      • Call Park:
      • You can use the call park feature without having to dial a retrieval code.
      • Your Zoom account must be enabled in order to use this feature. When contacting Zoom, you can expect the feature to be enabled within 3 business days following your contact.
      • Line:
      • You’re automatically added to call delegation settings when you own or use a shared line.
      • Speed Dial or BLF:
      • Speed dial keys or busy lamp fields. Changing the speed dial keys or busy lamp fields can be done.
      • Zoom meeting:
      • Keys for the companion mode.
      • Group Call Pickup:
      • Select your call pickup group to pick up inbound calls.
      • Intercom:
      • Use the intercom key to talk with others.
    • Key Assignment:
    • There is an option to display the owners, extensions (if applicable), and direct numbers of the line. The primary line of the extension number should be the direct line that is attached to your extension number if there are more than one. It is likely that you will see the delegate’s name followed by Shared if you are part of a call delegation setup. Alternatively, if you are a member of a shared group, the name of the group is followed by Shared.
    • Alias (Optional):
    • If you wish, you can enter an alias which will be displayed on your phone. If you have more than one share line or direct number, an alias can be very helpful in helping to identify them. There is no affect on your caller ID since your alias is displayed only on the desk phone’s screen.
    • You can replace the default alias with your own by entering a custom alias. A custom alias needs to be between 3 and 32 characters long.
    • Outbound Caller ID (only applies to lines that are direct phone numbers):
    • Choose the number for outbound caller identification. There are several options you can choose from:
    • Note:
    • In the case of shared lines it is not possible to change the outgoing caller ID. Changing the caller ID is only possible by the person whose number is used.
      • Same as Number:
      • The caller ID number for the Live Subscription column should be the number in the column for the subscription.
      • Main Company Number:
      • That which is assigned as the main auto receptionist number.
      • Additional Company Number:
      • These are the phone numbers that the auto receptionists are assigned to.
      • Inspect the call queue number (the call queue name is displayed next to your caller ID number): If you belong to a call queue, the number is displayed next to your caller ID number.
      • Hide Caller ID:
      • This function hides the name and number associated with outbound caller identification.
  3. Click the save button.
  4. Your phone will restart automatically once the changes are applied. There is a possibility that it will restart multiple times.

Default aliases for line keys

You will find the following labels on the lines keys of your phone:

  • The name will be displayed on the line key if you only have one direct telephone number, or if you do not have a direct telephone number.
  • There is no need to use the line keys to display each direct number that you have.
  • Whenever you are a delegate of a system that includes the option to delegate calls, the delegate’s direct numbers will show up on all of the delegate’s shared lines.

How to change the primary number

It is possible to change the primary number if you have more than one direct phone number. You may choose to share your primary number with your extension. It appears that the phone line associated with the primary company number is what will get used if a call comes in through the main company number.

  1. You can join Zoom by logging in.
  2. Then click on the phone icon.
  3. Then click on the Settings tab.
  4. Click on the drop-down menu under Keys & Positions and choose a Primary Number from the list.
  5. This change will be applied automatically after the phone has rebooted. Restarting the phone more than once may be necessary.