Setting up shared line groups

A shared line group allows Zoom Phone admins to share a phone number and extension with a group of phone users or common area phones. All members of the shared line group have access to the group's direct phone number and voicemail. You can apply custom business, closed, and holiday hours to shared line groups and set routing rules. If you aren't sure that shared line groups fit your use case, see our comparison of call routing methods.

The following terms are used in this article:

• Members are added to the shared line group by your Zoom Phone admin. If you enabled multiple sites, members don't need to belong to the same site as the shared line group.
• Shared lines are direct phone numbers that are assigned to the shared line group and shared among its members.

Note: Provisioned desk phones assigned to members will reboot several times when you set up a share line group or change its settings.

After setup, members can use shared line groups on the Zoom desktop client / mobile app, desk phone, or Zoom Web App. You can also set up call monitoring for shared line groups and change shared line group settings. While setting up call monitoring, you can also enable conference barge, which allows members to barge into shared line group calls.

This article covers:

• Limitations of shared line groups
  
  • Calling and voicemail
  • Members
• How to set up a shared line group
• How to set up multiple shared line groups at once
• How to add members 

Prerequisites for setting up shared line groups

• Pro, Business, or Education account
• Account owner or admin privileges 
• Zoom Phone license
• User or common area phone must have a Zoom Phone Metered, Unlimited, or Pro plan to be a shared line group member

Limitations of shared line groups

Before you use shared line groups, consider these limitations:

Calling and voicemail

• A shared line group can have 0 to 10 phone numbers. All members can use these numbers to make or receive calls. 
• By default, a shared line group can handle up to 4 calls at the same time.
• If routing to voicemail, you can only route to the shared line group's voicemail inbox. You can't route to a voicemail inbox that belongs to another extension.
• Call routing to a member's external phone number is not supported.
• A shared line group will ring all members simultaneously for incoming calls.

Members

• A shared line group can contain up to 10 members.
• Each phone user can be a member of up to 10 shared line groups.
• You can add phone users or common area phones as members.
• A shared line group doesn't have a calling plan. Each member must have a calling plan assigned to them.
• User or common area phone must have a Zoom Phone Metered, Unlimited, or Pro plan to be a shared line group member.
• Common area phones with a common area phone license can't be a shared line group member.
• Each member can access the shared line group's voicemail by default.
• Common area phones that belong to the shared line group will require the voicemail PIN to access the group's voicemail.

If you're not sure that shared line groups fit your use case, see the comparison of call routing methods.

Notes:

• Each member can belong to multiple call delegation setups or shared line groups.
• Call delegation is currently not supported on Zoom Web App.
• SMS is not supported with shared line groups.

How to set up a shared line group

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management, then Shared Lines.
3. Click the Shared Line Group tab.
4. Click Add.
5. Enter the following information:
   • Site (only visible if you have multiple sites): Select a site for the shared line group.
     Note: You can add members that belong to other sites.
   • Display Name: Enter a name to help identify the shared line group.
   • Description (Optional): Enter a description to help identify the shared line group.
   • Extension Number: Enter an extension number to assign to the shared line group.
6. Follow the next section to add members.

How to set up multiple shared line groups at once

You have the ability to add several shared line groups to your account simultaneously. In doing so, you can allocate extension numbers, phone numbers, and members to these shared line groups.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management, then Shared Lines.
3. Click the Shared Line Groups tab.
4. On the left, click Import.
   The Import dialog window will display.
5. In the Import dialog window, do the following:
   •  Click Upload CSV, to upload your list of shared line groups.
   • (Optional) Click CSV Sample, to download a sample of the CSV file to guide you on the data to enter.

How to add members 

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management, then Shared Lines.
3. Click the Shared Line Group tab.
4. Click a shared line group's name.
5. In the Member(s) section, click View or Edit to see current members of the shared line group and add more members. If you enabled multiple sites, members don't need to belong to the same site as the shared line group.

After setting up a shared line group, you can change its settings.