Customizing line keys and positions settings

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If you have a desk phone that supports multiple line keys, you can customize the line keys displayed on the desk phone. This is useful if you have multiple direct numbers or shared lines (you're a delegate part of a call delegation setup or you're a member of a shared line group).

For the line keys associated with your direct numbers, you can change the order, outbound caller ID, and alias. For line keys associated with shared lines, you can change the order or alias.

After finishing customizing your line keys in the Zoom web portal, your desk phone will automatically reboot to apply the changes if it supports multiple line keys.

You can also customize line keys and positions by importing a CSV file.

This article covers:

Prerequisites for customizing line keys and positions settings

How to access line key settings


If you're a Zoom Phone admin, you can access line key settings for phone users' desk phones or common area phones.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the Users or Common Area Phones tab.
  4. Click the name of the phone user or common area phone.
  5. Click the User Settings or Settings tab.
  6. In the Keys & Positions section, click View or Edit.
  7. Click Manage Keys.


As a phone user, you can access line key settings for your own desk phones.

  1. Sign in to the Zoom web portal.
  2. Click Phone.
  3. Click the Settings tab.
  4. In the Keys & Positions section, click View or Edit.
  5. Click Manage Keys.

How to customize line keys

You can customize your current line keys which consist of your direct phone numbers and shared line.

Note: You can also add new line keys for speed dial and busy lamp field.

  1. Access line key settings as an admin or user.
  2. Customize your line keys with these options:
    • Key: Adjust the order of the line keys. Drag and drop a row, or use the arrow buttons to move each row up or down in the order.
    • Key Type: Displays the type of line key. You can only change some line key types.
    • Key Assignment: Displays the owner, extension (if applicable), and direct number of the line. If you have multiple direct numbers, the one attached to your extension number is the primary number. If you're a delegate part of a call delegation setup, you will see the delegator's name followed by Shared. If you're part of a shared line group, you'll see the group's name followed by Shared.
    • Alias (Optional): Enter an alias that is displayed on the phone. An alias can make it easier to identify lines if you have multiple shared lines or direct phone numbers. The alias is only displayed on the desk phone's screen and doesn't affect your caller ID
      Note: Entering a custom alias will replace the default alias. The alias can be up to 32 characters in length.
    • Outbound Caller ID (only applies to lines that are direct phone numbers): Select an outbound caller ID number for the line. You can select from the following options:
      Note: You can't change the outbound caller ID for shared lines. Only the owner of the phone number can change it.
      • Same as Number: Use the number in the Live Subscription column as the caller ID number.
      • Main Company Number: The number assigned to the main auto receptionist.
      • Additional Company Number: Phone numbers assigned to auto receptionists.
      • Call queue numbers (the call queue name is displayed next to the caller ID number): Phone numbers assigned to call queues that you are a member of.
      • Hide Caller ID: Hide the outbound caller ID name and number.
  3. Click Save.
    Note: The phone will automatically reboot to apply the changes. The phone may reboot multiple times.

Default aliases for line keys

The lines keys on your phone are labelled as follows:

  • If you only have one direct number or don't have a direct number, the line key will display your name.
  • If you have more than one direct number, the line keys will display the number.
  • If you're a delegate in a call delegation setup, all shared lines (direct phone numbers that belong to the delegator) will display the number.

How to change the primary number

If you more than one direct phone number, you can change the primary number. The primary number shares the same line as your extension number. This means if a caller is routed to you through the main company number, the line associated with the primary number will be used.

  1. Sign in to the Zoom web portal.
  2. Click Phone.
  3. Click the Settings tab.
  4. In the Keys & Positions section, select a Primary Number in the drop-down menu.
    Note: The phone will automatically reboot to apply the change. The phone may reboot multiple times.

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