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Using shared line groups (client or app) in Zoom

ByCorporate Guider Zoom, Home

If you would like to share a Zoom Phone number or extension (shared line) with multiple phone users or “common area phones”, then you can create a shared line group.

In this article, we will be using the following terms:

  • It is the Zoom Phone administrator who adds members to the shared line group. It is possible for a member to belong to only one shared line group at a time.

  • The shared line is a direct phone number that is assigned to a group of users who are all sharing the same direct phone number.

In order to use your shared line group in the Zoom desktop client or mobile app, please follow the steps in this article if you are a member of a shared line group.

This article covers:

  • How to view your shared line group name

  • How to select a shared line and make a call

  • How to view the status of a shared line

  • How to receive a call

  • How to transfer a call

  • How to view call history

  • How to view call recordings

  • How to view the voicemail inbox

Prerequisites for using shared line groups

  • Zoom Phone license and calling plan

  • Member of a shared line group

    Notes:

    • There is the possibility of belonging to more than one shared line group at the same time. It is possible to have delegation relationships as well as be a member of one or more shared line groups at the same time.

    • See if you’re a member of a shared line group by viewing the name of the shared line group that you’re associated with. 

  • Zoom desktop client

    • Windows: 4.6.4 (17383.0119) or higher

    • macOS: 4.6.4 (17383.0119) or higher

  • Zoom mobile app

    • Android: 4.6.4 (17397.0119) or higher

    • iOS: 4.6.4 (17387.0119) or higher

    • How to view your shared line group name

    You can view the name of your shared line group by following these steps:

    1. Open the Zoom desktop or mobile client and sign in to your account.

    2. You can tap or click on the Phone icon.

    3. The Lines tab can be accessed by clicking or tapping it.
      Under SHARED GROUP, you will see a list of the shared line groups you have created.

    Using the web portal, you will also be able to see the name of the shared line group that you are part of.

    How to select a shared line and make a call

    If you wish to make a call from a shared line to a private one, you can select that shared line before making a call.

    1. Open the Zoom desktop or mobile client and sign in to your account.

    2. The phone will appear when you click or tap it.

    3. Under the dial pad, you will find a Caller ID menu that can be accessed by clicking or tapping. Lines that are shared are labelled as such (shared) and have a name above the number of the shared line group.

      Note: You will be able to select one of the caller ID numbers that you wish to use when making outgoing calls.

    4. The group shared line can be used to make a call. 

    How to view the status of a shared line

    With the use of a shared line, all members will be able to see when another member is on the phone.

    1. Open the Zoom desktop or mobile client and sign in to your account.

    2. You can tap or click on the Phone icon.

    3. The Lines tab can be accessed by clicking or tapping it.
      In the SHARED GROUP section of the application, you will find a list of all the members in your shared line group. You will also be able to see the name of the member and the caller ID number of the other party.

      Note: You will not be able to view the direct number that is being used by your shared line group if it includes multiple direct numbers. 

    How to receive a call

      Note: In order to receive shared line group call notifications, you must enable the option in your Zoom Phone settings (found in the desktop client, mobile app, or web portal).

    The call notification will show the name of the shared line group if someone calls a shared line, which is displayed below For.

    How to transfer a call

    There is the option of transferring a call to another member of the shared line group, another phone user or an external number after answering a call on a shared line group.

    How to view call history

    Each member of the shared line has access to the history of all calls made on that line. When deleting an entry in a call history for a shared line, it will only be deleted for the member that deleted the entry, and won’t be deleted for any other member.

    Your shared line group’s name appears next to the call history entries in order for you to be able to easily identify your call history entries.

      Note: In the web portal or on the desk phone, you will not see a label such as this when viewing call history.

    How to view call recordings

    When a member records a call that used a shared line, the recording can only be played or managed by the member who performed the recording. Those members who do not have access to a recording can only view the call history entry associated with the recording. Please inform your Zoom Phone admin if you would like your recording to be shared with other members of your Zoom Phone group.

    Whenever you record a call, the recording is labeled with the name of the shared line group, which makes finding recordings much easier.

    Note: When viewing the call history, you will not be able to view this label since it is not displayed. 

    How to view the voicemail inbox

    It is by default set up so that all members of the group can play or manage voicemail messages that have been left on shared lines. As you manage voicemails for a group of shared telephone lines, you need to keep the following in mind:

    • Members will be automatically informed of the deletion of a voicemail message if they do not wish to receive it.

    • There is no difference between a member playing an unplayed voicemail message, and all other members seeing the message as played.

    • In order to make it easier for you to identify voicemails, all voicemails are labeled with the name of your shared line group.

    Note: The Zoom Phone admin can revoke your access to the shared line group’s voicemail inbox at any time, while still allowing you to remain as a member of the group. Please contact your Zoom Phone admin if you are not able to view the voicemails for the shared line group. 

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