Changing shared line group settings in zoom
There are several things you can do after setting up a shared line group, including changing its settings such as its display name, extension number, and business hours after it has been created.
This article covers:
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Accessing shared line group settings
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How to use the Profile tab
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How to use business, closed, and holiday hours
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How to use Routing options
Prerequisites for changing shared line group settings
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Shared line groups set up
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Pro, Business, or Education account
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Account owner or admin privileges
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Zoom Phone license
How to access shared line group settings
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Zoom’s web portal can be accessed by signing in.
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Select Phone System Management from the navigation menu, and then click Shared Lines in the Shared Lines section.
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In the Shared Line Groups tab, click the Shared Line Groups button.
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To select a group of shared lines, click the group’s name.
Here is some information and options you will see on the next screen:
How to use the Profile tab
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Display Name: You can change the name of the shared line group by clicking the Edit button next to its name.
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Site (only visible if you have multiple sites): The site to which the shared line group belongs is displayed in this field.
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Extension Number: You can select Edit from the drop-down menu to alter the extension number assigned to the shared line group.
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Number(s): By clicking the Add button, you can assign a direct telephone number which will be shared by members (shared lines).
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Primary Number: You may need to select a primary number for desk phones if you have more than one direct phone number associated with the shared line group. There is no difference between the primary number and the extension number as they share the same line. The line associated with the primary number will be used if the caller is routed to the shared line group through an auto receptionist in order to be routed to the shared line group. Furthermore, when it comes to line numbers assigned to the shared line group, the primary line number appears higher on the list of lines than any other direct line number.
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Member(s): If you click on View or Edit, you will be able to see the current members of the shared line group and add more members as well. The members of the shared line group do not have to belong to the same site as the shared line group if multiple sites are enabled. Learn more about shared line group membership limitations.
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Time Zone: In the Business Hours option below, you can change the time zone by clicking the Edit button.
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Business Hours / Closed Hours / Holiday Hours: This feature allows you to customize how inbound calls are handled during business hours, close hours, and holidays.
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Voicemail
Note: You should change the business hours, closed hours, or holiday hours of the shared line group, if you want to allow callers to leave messages on the voicemail of the current extension.-
Access: Voicemail inboxes for shared lines groups can be shared. Click the cross mark (×) on the access control block to revoke it.
Note: Members will automatically have access to the site by default.
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PIN Code: In order to check the voicemail on a desk phone, you will need to enter the voicemail PIN by clicking Show or Edit. The minimum PIN length can be changed at the account level in the settings section.
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Communications Content Storage Location: Ensure that Communications Content is stored in the appropriate location.
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Privacy: Members will be able to enable privacy mode by checking the box, which allows them to lock the call that has been made or received by the shared line group while in privacy mode.
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Active Status: The shared line groups can be enabled or disabled by clicking the toggle. It is not possible to call inactive shared line groups but the settings of those groups will still be retained.
How to use business, closed, and holiday hours
If you would like to customize certain times when the shared line group is available for routing calls, you can do so.
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Zoom’s web portal can be accessed by signing in.
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Select Phone System Management from the navigation menu and then select Shared Lines from the drop-down menu.
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The Shared Line Groups tab can be found by clicking on it.
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To view the names of the shared line groups, click on the name of the group.
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Here are some settings you can customize:
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Business Hours: When you click Edit, you will be able to change the times when the shared line group will answer calls as well as customize the routing options for the shared line group during business hours. There is also the option of extending business hours to include time after 11:30 p.m. In the event that there are members who work night shifts, this option may be of assistance.
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Max Wait Time: Click on the Confirm button once you have selected the total maximum wait time that should be allowed in the shared line group. As soon as the maximum has been exceeded, callers are routed based on the option for Overflow when the maximum has been exceeded.
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Overflow: When a caller exceeds the maximum wait time, click Edit to customize the routing options based on the caller’s status.
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Closed Hours: The ability to customize how calls are routed outside of business hours can be enabled if you set business hours. During the closed hours, you will be able to customize the routing options by clicking Edit.
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Holiday Hours: By clicking Manage, you have the option to designate certain days and hours as holidays and customize the routing options that will be available during those hours. A detailed message can be played to inform the caller that the office is away on holiday or that the call will be routed directly to voicemail.
How to use Routing options
The way inbound calls are routed is also something you can customize based on whether it’s business, closed, or holiday hours. By selecting the Route to option from the drop-down menu, you can specify the route to take by typing in the text box below:
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Voicemail
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Allow callers to reach an operator: Allow callers to press 0 to reach the operator, or press 1 to leave a voicemail message. Any of the telephone users, call queues, auto receptionists, or shared line groups may be set as the operator. The audio can be customized after you enable this option.
Note: If you are an account administrator, you can also find this setting in the default call handling settings for your account or site. -
Allow caller to check voicemail: It is possible to allow callers to check voicemail over the phone.
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Greeting: Whether you want to customize the audio of the greeting or select a greeting from the drop-down menu, you can do so. For more information about audio greetings, please refer to the article about audio greetings.
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Leave voicemail to: The caller will only be routed to the voicemail box associated with the shared line group (current extensions).
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User
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Zoom Room
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Common Area Phone
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Auto Receptionist
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Call Queue
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Shared Line Group
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External Contact: You can route calls to an external contact if the account has a directory of external users in it.
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Phone Number: Route to an external phone number.
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Adding a direct number to your call queue is required in order to enable this option.
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If you route a call to an external phone number, you will be billed according to the plan rate for that number.
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In order to add the external phone number, you will need to make sure that the country/region is selected from the drop-down menu. Despite the fact that some countries share the same country code, they appear in the drop-down menu as separate entries in the country list.
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Disconnect
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