Comparison of call routing methods in zoom

The main call routing methods are compared in this table in terms of the features they offer. Your Zoom Phone system provides a number of call routing methods that make it possible to route inbound calls to one or more specific phone users or groups of phone users. You can learn more about each of the call routing methods by visiting the following articles:

• Auto receptionists

• Call queues

• Shared line groups

Comparison

NA: Not applicable

Feature	Auto receptionists	Call queues	Shared line groups
Assign direct numbers	✔	✔	✔
Phone users or common area phones as members	NA	✔	✔
Maximum membership	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):

The maximum number of members that can be in a shared line group can be increased to 50. Zoom must enable this increased limit in order for it to work.

Note B (call queues greeting prompt before routing): The greeting prompt will be played before routing the call if the number of call queue members is less than 11 or if there is a customized greeting prompt. In other words, the wait time will not be calculated based on the length of the greeting prompt. In the case of more than ten members in the queue or if there isn’t a customized greeting prompt, the default greeting prompt will be played simultaneously with the routing process to minimize the waiting time for callers.

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