Using shared line groups (desk phones) in zoom App

Overview

You can set up a shared line group with Zoom Phone or common area phones, which allows the administrator to share phone numbers and extensions (shared lines) with a group of users.

In this article, the following terms are used:

• Your Zoom Phone administrator adds members to the shared line group. Members are only allowed to belong to a single shared line group.
• Alternatively, a shared line can be described as a telephone number that is assigned to a group of phone numbers that are shared between the members.

Follow this article to find out how you can use your shared line group on a supported desk phone if you are a member of a shared line group.

Prerequisites

• License and plan details for Zoom Phone
• Phone a desk phone that is supported by Zoom
• Member of a shared line group
  Note:
  •  Members of a shared line group cannot belong to more than one. You cannot belong to a call delegation setup at the same time as being a member of a shared line group.
  • To check if you’re a member of a shared line group, you can look at your shared line group name.

Selecting a shared line and making a call

A shared line can be selected before making a call. Your outbound caller ID number is determined by the line you select before making a call.

Note:

Shared lines are not labelled with the shared line group’s name in the Zoom Desktop Client and Mobile App. Customize your line key settings to make it easier to identify shared lines.

View Polycom’s VVX series and Yealink‘s T4/T5 series quick start guides for more information.

Identifying a shared line being used

Shared lines can be seen by all members.

Note: There is no way to display the name of the member using the shared line on a desk phone, unlike the Zoom Desktop Client and Zoom Mobile App.

It is very easy to tell if a member is using the shared line by looking at the following indicators on your phone:

Polycom VVX series with a touch screen

Polycom VVX series with physical line keys

As well as the icon below, there will be a solid red indicator light next to the line key.

Yealink T4 or T5 series with a touch screen

If you are looking for the following icon along with the label Talking, you are on the right track.

Receiving a call

A shared line group’s name will be displayed next to the shared line receiving the call when someone calls a shared line.

Note: In the settings of your Zoom Phone account, make sure that shared-line group call notifications are turned on (found in either the desktop client, mobile app or web portal).

Transferring a call

The call can then be transferred to another member, a phone user, or an external number once you have answered the call.

Note: The contacts directory is not supported by desk phones. You need to dial the direct number or extension number of the internal extension when you transfer using a desk phone. If you do not wish to flip the call to the Zoom Desktop Client or Mobile App, you can use your contacts directory to transfer the call to the Zoom Desktop Client.

If you want to see more information, please see our quick start guides for Polycom VVX series phones as well as Yealink T4/T5 series phones.

Viewing call history

All shared lines’ call histories can be viewed by members. The member who makes the deletion will only be able to delete the call history entry related to the shared line.

The following labels are used for call history entries:

• Each entry in your shared line group’s call history is labelled with the shared line number associated with it.
• All entries for your shared line group’s outgoing call history are labelled with the shared line associated with the shared line group. In order to make it easier to identify shared lines, you can customize your line key settings. To see the associated shared line on some phones, you will need to view the call log details.

You can find more information about Polycom’s VVX series of phones, as well as Yealink‘s T4/T5 series in their quick start guides.

Viewing the voicemail inbox

Voicemail messages left on shared lines can be played and managed by all members. However, the following information should be noted:

• All members will be able to hear the deleted voicemail message if it was deleted by one member.
• All other members will see the message as played if a member plays an unplayed voicemail message.
• Each voicemail message is labeled with the name of your shared line group and the shared line that it belongs to.

Note: If you are a member of a shared line group, but have no access to the group’s voicemail box, and your Zoom Phone admin can revoke your access. Contact your Zoom Phone admin if you don’t see any voicemails on the shared line group.

You can find more information about Polycom’s VVX series of phones, as well as Yealink‘s T4/T5 series in their quick start guides.