Changing shared line group settings

After setting up a shared line group, you can change its settings like the group's display name, extension number, and business hours.

Requirements for changing shared line group settings

• Shared line groups set up
• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan
• Account owner or admin privileges

How to access shared line group settings

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration, then click Phone system followed by Shared Lines.
4. Click the Shared Line Group tab.
5. Click a shared line group's name.
   You will see the following information and options:

How to use the Profile tab

• Display Name: Click Rename beside the shared line group's name and enter a new one.
• Site (only visible if you have multiple sites): Displays the site that the shared line group belongs to.
• Extension Number: Click Edit to change the extension number assigned to the shared line group.
• Number(s): Click Add to assign direct phone numbers that will be shared among members (shared lines).
• Primary Number: If you have multiple direct phone numbers assigned to the shared line group, select a primary number for desk phones. The primary number shares the same line as the extension number. This means if a caller is routed to the shared line group through an auto receptionist, the line associated with the primary number will be used. The primary number also appears higher on the list of lines than other direct numbers assigned to the shared line group.
• Pickup Code: Allows users who are not members of a shared line group to answer calls.
• Membership restriction: When this option is selected, only extensions with compliance recording enabled can be added as members. Extensions without compliance recording will be removed.
• Member(s): 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. Learn more about the limitations on shared line group members.
  • (Optional) Select the Ring Desktop Phones Only checkbox.
    When this option is enabled, you can only select up to 75 desktop phones.
• Time Zone: Click the dropdown to change the time zone used for the Business Hours option below.
• Department: Enter a department name, then click Save.
• Cost Center: Enter a cost center name, then click Save.
• Audio Prompt Language: Set the language for all default audio prompts for this auto-receptionist.
• Default Transcription Language: Click the dropdown to select the default language for features such as voicemail, videomail, live transcription, call recording, and call summary transcription.
• Preferred Translation Language: Click the dropdown to select the preferred translation language for features such as voicemail, call recording, SMS, and call summary translation.
• Routing override mode: Allow call queue admins and all members to override the call routing for the entire group from their endpoint.
• Business Hours/Closed Hours/Break Hours/Holiday Hours: Customize how inbound calls are routed during business, closed, break, or holiday hours.
• Voicemail
  Note: To allow callers to leave messages in the shared line group's voicemail, change the business, closed, or holiday hours to route to the current extension's voicemail.
  • Access: Share the shared line group's voicemail inbox. Click the cross mark (×) to revoke access.
    Note: By default, members will be granted access.
• PIN Code: Click Show or Edit to enter a voicemail PIN used for checking voicemail on a desk phone. You can change the minimum PIN length in the account-level settings.
• Data & storage: Select the country for your data storage. Recordings include phone recordings, voicemails, voicemail transcripts, faxes, and custom greeting prompts. Learn more about storage locations.
• Operation Data Storage Location: Click the toggle to enable or disable it. When enabled, copy Zoom Phone call logs to another location and determine where a copy of the newly generated logs will be stored.
  Note: The copies will be auto-deleted in 12 months.
• Privacy: Select the following checkbox to enable privacy mode for members, allowing them to lock a call that was made or received by the shared line group: Allow members to prevent others from picking up a held call, and listening, whispering, barging, or taking over a call if it's configured.
• Active Status: Click the toggle to enable or disable the shared line groups. Inactive shared line groups can't be called, but will retain their settings.

How to use business, closed, break, and holiday hours

You can customize the times that the shared line group is available to route calls.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration, then click Phone system followed by Shared Lines.
4. Click the Shared Line Group tab.
5. Click a shared line group's name.
6. Customize these settings:
   • Business Hours: Check Edit to change the times when the shared line group will answer calls and customize the routing options for business hours. You can also set business hours to span past 11:30 PM. This could be used if routing to members who work night shifts.
     • Max Wait Time: Select the total maximum wait time allowed in the shared line group, then click Confirm. When the maximum is exceeded, callers will be routed based on the Overflow option.
     • Overflow: Click Edit to customize the routing options when callers exceed the maximum wait time.
   • Closed Hours: If you set business hours, customized calls are routed outside of business hours. Click Edit to customize the routing options for closed hours.
   • Break Hours: Click Manage to designate the break list, break hours, and call handling.
   • Holiday Hours: Click Manage to designate certain days and hours as holidays and customize the routing options for holiday hours. For example, you could directly route calls to voicemail or play a custom message to tell the caller that the office is away on holiday.
7. Click Save.

How to use Routing options

You can also customize how inbound calls are routed during business, closed, or holiday hours. Select one of the following options in the Route to dropdown menu, then use the text box to specify the route:

• Voicemail
  • Allow callers to reach an operator: Allow callers to press 0 to reach the operator, or press 1 to leave a voicemail message. The operator can be set to any phone user, call queue, auto receptionist, or shared line group. After enabling this option, you can customize the audio.
    Note: For admins, this setting is also available in the default call handling settings for the account or site.
  • Allow caller to check voicemail🔒: Allow callers to check voicemails over phone.
  • Voicemail Greeting: Select a greeting from the drop-down menu or click Audio Library to customize audio. See the article about audio greetings for more information.
  • Leave voicemail to: You can only route the caller to the voicemail belonging to the shared line group (current extensions).
• Play a message, then disconnect
  • Greeting Message: Choose to use the Default audio, or click Edit to Choose from Asset Library or Add Audio.
• User
• Zoom Room
• Common Area
• Cisco/Polycom Room
• Agent
• Auto Receptionist
• Call Queue
• Shared Line Group
• Zoom Contact Center
• Partner Contact Center: Account owners and admins can integrate Zoom Contact Center (ZCC) with Zoom Phone (ZP) natively through the admin web portal. They can route calls to ZCC voice flows and numbers from auto receptionists, call queues, shared line groups, and other routing options. Admins can view and select published ZCC voice flows with assigned phone numbers. They can also set ZCC numbers as outbound caller IDs for users, rooms, and common areas.
  Note: Contact Center has been renamed to Partner Contact Center. This option is used to route calls from Zoom Phone third-party contact centers.
• External Contact: If the account has a directory of external users, you can route calls to an external contact.
• Phone Number: Route to an external phone number.
  Note:
  • To enable this option, you must have a direct number assigned to the call queue.
  • Calls routed to an external phone number will be billed at the plan rate.
  • Make sure to select the correct country/region in the drop-down menu so you can add the external phone number. Some countries share the same country code, but appear has separate entries in the drop-down menu.
• Disconnect