Customizing line keys and positions settings in zoom app

When you own a desk phone that supports more than one line key, you have the option to customize the way those line keys are displayed on the desk phone. It is useful if you have multiple direct numbers on your account or if you belong to a group of people who have shared lines (for instance, a delegate being part of a call delegation setup or a member of a group sharing a line).

In your direct number line keys, you have the option of changing the order, outbound caller ID, and alias that will be displayed to the callers. If you have a line key associated with a shared line, you can change the order or alias associated with that line key.

Importing a CSV file will also allow you to customize the keys and positions of your line keys.

This article covers:

• How to access line key settings

  • Admin

  • User

• How to customize line keys

  • Default aliases for line keys

• How to change the primary number

Prerequisites for customizing line keys and positions settings

• Zoom Phone license

• Desk phone that supports multiple line keys

How to access line key settings

Admin

It is possible for Zoom Phone admins to access the setting for the desk phones and the phones located in common areas for Zoom Phone users.

1. Zoom’s web portal can be accessed by logging in.

2. Click on Phone System Management in the navigation menu, then click on Users & Rooms in the left menu.

3. In the Users tab, click the Common Area Phones tab.

4. If you want to change the names of the phone users or to change the common area phones, click the name.

5. Go to the User Settings tab or the Settings tab on the left hand side of the screen.

6. To view or edit the keys and positions, click on the View or Edit button under Keys and Positions.

7. You will be able to manage keys by clicking the Manage Keys button.

User

You are able to access the line key settings for your own desk phone as a phone user.

1. Zoom’s web portal can be accessed by logging in.

2. Please click on the phone icon.

3. To access the Settings tab, click on it.

4. Select View or Edit in the Keys & Positions section on the left hand side of the screen.

5. You will be able to manage keys by clicking the Manage Keys button.

How to customize line keys

Currently, you have the option of customizing your current line keys, which consists of your direct phone numbers and shared lines.

1. As an administrator or user, you will be able to access line key settings.

2. Here are some options that you can use to customize your line keys:

   • Key: Make sure that the order of the line keys is correct. The rows in the view can be dragged and dropped, or you can use the arrow buttons to change the order of rows by moving them up or down.

   • Key Type: Displays a list of the different types of line keys. It is only possible to change some types of line keys.

     • BLF (Monitoring): There are lines added automatically to the program so that other phone users can be monitored.

     • Call Park: Call park is accessed by pressing the line key without the need to dial any retrieval codes.
       Note: You will have to request Zoom to enable this feature on your account in order to use it. It may take up to three business days for the feature to be enabled once you have contacted Zoom.

     • Line: In the call delegation setup as well as the shared line group setup, line keys are automatically added for any phone numbers you own or shared lines that are part of a call delegation setup.

     • Speed Dial or BLF: These are the lines that are used for speed dials or busy lamp fields. There is the possibility of changing the speed dial and BLF keys of the line keys.

     • Zoom meeting: There is a line key that can be used in the companion mode of the desk phone.

     • Group Call Pickup: You may pick up an inbound call to the group you have designated by pressing the line key.

     • Intercom: This is a line key that is used to make an audio intercom call.

   • Key Assignment: Displays the owner of the line, the extension (if applicable), as well as the direct number associated with the line. The primary number is the one attached to your extension number if you have multiple direct numbers attached to your extension number. You will see the name of the delegate, followed by the word Shared if you are a delegate part of a call delegation setup. You will see the name of the group you’re part of followed by Shared if you’re part of a shared line group.

   • Alias (Optional): You can enter a unique alias that will appear on your phone. In the event that you have a number of shared lines or direct phones, an alias can make it easier to identify them. There is no effect on your caller ID if you set the alias on your desk phone and it only appears on the screen.
     

     Note: When you enter a custom alias, the default alias will be replaced by the custom alias you entered. It is possible for the alias to have up to 32 characters in length. 

   • Outbound Caller ID (this option is only available for lines that have direct phone numbers): Here you can select the number for the outbound caller ID on the line. The following options are available for you to choose from:
     

     Note: If you use a shared line, then you cannot change the outgoing caller ID. Changes to a phone number can only be made by the owner of the number. 

     • Same as Number: As a caller ID number, it is recommended that you use the number in the Live Subscription column.

     • Main Company Number: This is the number that is assigned to the main auto receptionist at the company.

     • Additional Company Number: Numbers assigned to the automated receptionists at the company.

     • Call queue numbers (the call queue name is displayed next to the caller ID number): These are the phone numbers that correspond to the call queues that you have been assigned to.

     • Hide Caller ID: When sending a call outbound, the name and number of the caller will be hidden.

3. Then click the Save button.
   

   Note: As soon as the changes are applied, the phone will reboot automatically. There may be multiple reboots of the phone. 

Default aliases for line keys

On your phone, the following keys are labelled as the lines keys:

• The line key will display your name when you only have one direct number or if you do not have a direct number at all.

• You will be able to see each of your direct numbers by pressing the line key if you have more than one.

• You will be able to see the number of your shared lines (direct phone numbers) that belong to the delegator if you are a delegate in a call delegation setup.

How to change the primary number

It is possible to change the primary number if you have more than one direct phone number. There is a shared line between your primary number and the extension number you are using. If you receive a call through the main company number of your business, the line associated with the primary number will be used to route the call to you.

1. Zoom’s web portal can be accessed by logging in.

2. The phone number will appear.

3. Go to the Settings tab and click on it.

4. Select the Primary Number from the drop-down menu at the bottom of the Keys & Positions section.
   

   Note: In order for the change to take effect, the phone will automatically reboot. In some cases, the phone may need to be rebooted more than once. 

All content and images credit goes to https://support.zoom.us