Using multi-party conference merging with shared line appearances on supported deskphone models

Advanced multi-party conference merging allows shared line appearance (SLA) delegates to merge a local one-to-one (1:1) call into an existing multi-party conference. This capability preserves advanced delegated call-handling workflows commonly used in legacy phone systems and enables a smooth transition to Zoom Phone. This feature is designed for teams that rely on shared line visibility and coordinated call control across multiple delegates.

With advanced multi-party conference merging using SLA:

• Delegates can view all active calls on a shared line in real time.
• Delegates can join an active call on the shared line and automatically become a co-host in the conference.
• A local held 1:1 call can be merged into the same multi-party conference with a single action.
• Multiple delegates can independently join and manage the same conference using shared line keys.
• The conference remains active until all moderators (host and co-hosts) disconnect.

Note: This feature must be enabled by Zoom.

Requirements for using multi-party conference merging with shared line appearances

• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan
• Must use the supported models:
  • Poly Edge E phones
• Join and Merge Calls checkbox is selected for shared line appearances delegation privileges

How advanced SLA conference merging works

This workflow uses shared line keys in the Zoom Phone client to provide real-time call visibility and control.

Delegates associated with an SLA can:

• Long-press the shared line key to view all active calls on that line.
  Note: The long press not only shows the active calls on the line with the roster, but also displays a Join softkey that allows delegates to join.
• See call status updates in real time.
• Select an active call without interrupting the conversation.

How to use multi-party conference merging with shared line appearances

Step 1: Join an active call on the shared line

1. In the Zoom Phone client, locate the shared line key for the SLA.
2. Long-press the shared line key to display all active calls.
3. Select the ongoing call.
4. Click Join.
   A multi-party conference will be created, and the delegate will automatically join as a co-host. The participant roster will become visible to all moderators.
   Note: If the SLA member joins a conference where the SLA owner is the host or co-host, the joining SLA member automatically becomes a co-host. If the SLA member joins a conference where the SLA owner is not the host or co-host, the joining SLA member joins as a standard participant with no host or co-host privileges.

Step 2: Merge a local 1:1call into the conference

1. While the multi-party conference is active, place or answer a separate local 1:1 call.
2. Put the 1:1 call on hold.
3. Press Join again on the shared line key.
4. Select the held 1:1 call to merge it into the conference.
   The local 1:1 call will be merged into the existing conference call. All participants will appear in a single roster. The full conference controls will remain available to all moderators.

Step 3: Allow additional delegates to join as co-hosts

1. Other delegates associated with the same SLA long-press the shared line key.
2. Select the active conference.
3. Click Join.
   Multiple delegates will join the same conference as co-hosts. Each delegate will have equal visibility and control over participants.
   Note: No call transfer or redialing is required.

Notes:

• The conference continues as long as at least one moderator (host or co-host) remains connected.
• Delegates can manage participants, view the roster, and maintain call continuity.
• The conference ends only when all moderators disconnect.
• For a single-use case where the assistant uses the boss’s shared line to initiate a multiple-party conference call from a local held call and a newly added call, given that the Poly Edge E phone will always use another line to send the SIP registration by default, the assistant must resume the first held call before pressing the Join softkey to start the multiple-party conference call. This way, the boss’s phone can see the line status and can view the roster or join the conference call.