Setting up and using the shared line group pickup code

A shared line group (SLG) pickup code lets any Zoom Phone user on your account answer calls coming into an SLG, even if they're not a member of that group. This is useful when you need more people available to respond to incoming calls without adding them as full SLG members.

After an admin enables the feature, a unique pickup code is automatically generated for the SLG. Any user on the account can then dial this code to pick up calls waiting for that group.

Requirements for setting up and using the shared line group (SLG) pickup code

Set up the SLG pickup code

• Pro, Business, or Education account
• Account owner or admin privileges

Use the SLG pickup code

• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan
• Zoom desktop app for Windows, macOS, or Linux: Global minimum version or higher
• Zoom mobile app for Android or iOS: Global minimum version or higher
• Zoom Phone Appliance (ZPA), desk phone, or browser-based client (PWA)

How to enable the shared line group pickup code (admins)

Admins can enable and customize the pickup code for any shared line group (SLG). Once enabled, a unique code is automatically generated for that shared line group.

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 Shared Lines.
4. Click the Shared Line Group tab.
5. Click the name of the shared line group you want to enable a pickup code for.
6. Click the Policy tab.
7. Make sure the Shared Line Group Pickup Code toggle is enabled.
   Zoom will automatically generate a unique pickup code for the SLG.
8. Click the Profile tab.
9. Next to Pickup Code, click Show or Edit.
10. (Optional) To customize the code, enter a new 4-digit code, then click Save.
    Note: The pickup code must meet these requirements:
    • 4 digits in length
    • Can't begin with a zero (0)
    • Can't be used by another SLG on the same account
    • Can't contain repeating or sequential numbers like 1111 or 1234

How to use the shared line group pickup code

Any Zoom Phone user on the account can dial the shared line group (SLG) pickup code to answer calls waiting for that group. Calls are picked up in the order they arrived. Contact your admin if you're not sure what the pickup code is for a specific SLG.

1. Sign in to the Zoom desktop client, mobile app, or open your desk phone or browser-based client.
2. Make sure there's an inbound caller waiting for the SLG that you have the pickup code for.
3. Click or tap the Phone tab.
4. Dial and call the SLG pickup code preceded by an asterisk (*); for example, *991212.
   Notes:
   • If there's a call waiting for the SLG, you'll automatically answer the caller who has been waiting the longest.
   • If there's no one waiting, you'll hear an audio prompt stating that the call could not be connected, and the call will automatically end.
5. (Optional) To transfer the call to an SLG member, place the call on hold. Any SLG member can then pick up the held call.

Note: Calls picked up using the SLG pickup code by non-SLG members are logged in the call logs and identified accordingly. Admins can review these entries to track pickup activity.