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Changing shared line group settings Follow


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

This article covers:


Accessing shared line group settings

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Shared Lines.
  3. Click the Shared Line Groups tab.
  4. Click a shared line group's name.
    You will see the following information and options:

Profile tab

  • Display Name: Click Edit 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 line than other direct numbers assigned to the shared line group.
  • Member(s): Click View or Edit 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 member.
  • Time Zone: Click Edit to change the time zone used for the Business Hours option below.
  • Business Hours / Closed Hours / Holiday Hours: Customize how inbound calls are routed during business, close, 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. 
  • 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.
  • Communications Content Storage Location: Manage the storage location of Communications Content.
  • Privacy: Select the check box to enable privacy mode for members, allowing them to lock a call that was made or received by the shared line group.
  • Active Status: Click the toggle to enable or disable the shared line groups. Inactive shared line groups can't be called but will retain its settings.

Business, closed, and holiday hours

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

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Shared Lines.
  3. Click the Shared Line Groups tab.
  4. Click a shared line group's name.
  5. 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 that 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 max wait time.
  • Closed Hours: If you set business hours, customize calls are routed outside of business hours. Click Edit to customize the routing options for closed hours.
  • 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. 

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 drop-down 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 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.
    • 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).
  • User
  • Zoom Room
  • Common Area Phone
  • Auto Receptionist
  • Call Queue
  • Shared Line Group
  • 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.
    • 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