Using a Shared Line in Zoom Phone
This article covers tips and tricks for using shared lines in Zoom Phone including shared extensions and shared line groups.
How do shared lines work?
What is the difference between a shared line extension and a shared line group?
Shared Line Extension = a campus extension that is delegated to 1-15 people. For example, Person A delegates their extension x1234 to Person B so Person B sees Person A's extension as well as their own in Zoom. Voicemail messages are not shared unless Person A also delegates their voicemail to Person B. Note that Telecom can also assist in setting up a shared line extension if you need to share an extension but not voicemail.
Shared Line Group = a campus extension that is set up by Telecom to be shared by 2-10 people. Often used for department extensions so the extension rings for multiple people at the same time. Voicemail messages for the shared line will be sent as copies to each person in the shared line group.
How do I access the voicemail for a shared line group?
Voicemail messages for a shared line will be sent to the voicemail box of each person who has access to the shared line. If a desk phone also has access to the shared line, the voicemail messages will also be accessible from that desk phone.
Keep in mind that there is no centralized voicemail "box" for shared lines. Each individual will receive a copy of the voicemail messages left for a shared line and there will be no way to know if anyone else has listened to the message.
You may want to determine a process for coordinating with the other people who have access to the shared line to avoid confusion over whether a voicemail message has been handled. Zoom has a built-in Team Chat which may be useful for this purpose.
You will see voicemail messages for the shared line interspersed with voicemails for your personal extension. The messages will be labeled as being for the shared line. In the above example, the shared line is IT Training, so voicemails are labeled as "For IT Training."
You will see voicemail messages for the shared line interspersed with voicemails for your personal extension. The messages will be labeled as being for the shared line. In the above example, the shared line is IT Training, so voicemails are labeled as "For IT Training."
How do I record a voicemail greeting for a shared line?
At this time, it is not possible for you to change the voicemail greeting for a shared line on your own. You can record a voicemail greeting using the Zoom web portal, download the audio file, and then email it to Telecom at [email protected] to have them upload it. Be sure to let them know the name and extension of the shared line so they can easily find it.
You can also record the greeting in any audio recording app (e.g., Adobe Audition, Audacity, etc.), but be sure to send Telecom an .mp3 or .wav file that is less than 10MB.
Need More Help?
View the Troubleshooting & Resources guide.
View Zoom's support guide for Zoom Phone.
Contact the IT Help Desk at [email protected] or 657-278-7777 for additional assistance.