Using shared line groups

A shared line group allows your Zoom Phone admin to share a phone number and extension (shared line) with a group of phone users or common area phones.

The following terms are used in this article:

• Members are added to the shared line group by your Zoom Phone admin. Each member can only belong to one shared line group.
• Shared lines are direct phone numbers that are assigned to the shared line group and shared among its members.

If you're a member of a shared line group, follow this article to use your shared line group in the Zoom desktop app or mobile app.

Notes:

• You can include up to 10 participants in calls you've barged in (interrupted).
• When enabled by your admin, you can opt in/out of a shared line group. If your shared line group is deactivated by your admin, you can easily identify the inactive status in your web portal settings.

This article covers:

• Limitations of shared line groups
• 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:
  • You can belong to multiple shared line groups. You can have delegation relationships while also being members of one or more shared line groups.
  • View your shared line group name to see if you're a member of a shared line group.
• Zoom desktop app for Windows or macOS: Global minimum version or higher
• Zoom mobile app for Android or iOS: Global minimum version or higher

Limitations of shared line groups

Shared line groups have the following limitations:

• For common area phones, once 4 calls are active, the phone cannot make an outbound call (also cannot use shared line group/call queue to make an outbound call) on the main extension line or outbound on any of the other shared line groups present. This applies to the main extension and the shared lines that are present.
• Only 1 extension can handle 4 calls at the same time.

How to view your shared line group name

1. Sign in to the Zoom desktop app or mobile app.
2. Click or tap Phone.
3. Click or tap the Lines tab.
   Your shared line group is display under SHARED.
   

You can also view your shared line group's name in the web portal.

How to select a shared line and make a call

Before making a call, you can select a shared line to use for the call.

1. Sign in to the Zoom desktop app or mobile app.
2. Click or tap Phone.
3. Click or tap Caller ID menu below the dial pad. Shared lines are labelled (shared) and have the shared line group's name above the number.
   Note: The caller ID you select will be your outbound caller ID number.
4. Make a call from the shared line group.

How to view the status of a shared line

All members will be able to see when another member is on a call using a shared line.

1. Sign in to the Zoom desktop app or mobile app.
2. Click or tap Phone.
3. Click or tap the Lines tab.
   Your shared line group will be displayed under SHARED. You will see the member's profile name and the caller ID number of the other party on the call.
   Note: If your shared line group has multiple direct phones, you can't view the direct number that's being used.
   

How to receive a call

Note: Make sure you enable shared line group call notifications in your Zoom Phone settings (located in the desktop app, mobile app, or web portal).

If someone calls a shared line, the call notification will display the shared line group's name.

How to transfer a call

After answering a call for a shared line group, you can transfer the call to another member, phone user, or external number.

How to view call history

Members can view all call history for the shared lines. If a member deletes a call history entry related to a shared line, the entry will only be deleted for the member that made the deletion.

Call history entries are labelled with your shared line group's name so you can easily identify call history.

Note: This label is not displayed when viewing call history in the web portal or desk phone.

How to view call recordings

If a member records a call that uses a shared line, only the member who performed the recording can play or manage the recording. All other members can only view the call history entry associated with the recording. To allow other members to view your recordings, inform your Zoom Phone admin to share your call recordings.

Call recordings are labeled with your shared line group's name so you can easily identify recordings.

Note: This label is not displayed when viewing call history in the web portal.

How to view the voicemail inbox

By default, all members can play and manage voicemail messages left for shared lines. Take note of the following when managing voicemails for your shared line group:

• If a member deletes a voicemail message, the message will be deleted for all other members.
• If a member plays an unplayed voicemail message, the message will show as played for all other members.
• Voicemails are labelled with your shared line group's name so you can easily identify voicemails.

Note: Your Zoom Phone admin can revoke your access to a shared line group's voicemail inbox while keeping you a member of the shared line group. If you don't see the shared line group's voicemails, contact your Zoom Phone admin.