Comparison of call routing methods

This table compares the features available for the main call routing methods. These call routing methods allow your Zoom Phone system to route inbound calls to a specific phone user or group of phone users. Visit the following articles to learn more about each call routing method:



NA: Not applicable

FeatureAuto receptionistsCall queuesShared line groups
Assign direct numbers
Phone users or common area phones as membersNA
Maximum membershipNA50


(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 


Note A (shared line groups max membership): Shared line group max membership can be increased to 50. This increased limit must be enabled by Zoom.

Note B (call queues greeting prompt before routing): If the number of call queue members is less than 11 or there's a customized greeting prompt, the greeting prompt will play before routing the call. This means the length of the greeting prompt will not be included in the waiting time. If the number of call queue members is more than 10 or there isn't a customized greeting prompt, the default greeting prompt will play at the same time as routing to decrease the waiting time for callers.