Information Technology Services

Shared Line Quick Start Guide

Shared Line Users

Shared line and call queue users can:

• Make calls from shared lines
• Answer calls from Shared lines
• Start/Stop receiving calls from shared lines

Types of shared lines

Call Queue

A call queue in Zoom typically refers to a non-person line (e.g. departmental number) that is accessed by multiple people. This is a type of shared line with its own voicemail, business hours, and a member list that can be managed by a call queue admin.

Delegated Line

This is a personal Brandeis phone line that another Zoom Phone user has shared with you.

Start or Stop receiving calls

To start or stop receiving calls from a shared queue, click on your profile in the upper right of the Zoom Workplace. 

You should be able to toggle on and off any call queues that you belong to. The line will still ring for other members of the queue, but you will not receive any calls.  

Answer a call using a shared line 

You will receive an alert when you have an incoming call. 

 

In the above image, you can see what an incoming phone call looks like.

• The incoming caller’s ID is listed next to the blue check mark.
• A call to a personal Brandeis phone line looks like the image on the left.
• The “to” field contains the call receiver's personal phone number
• An incoming call to a shared or delegated line looks like the image on the right.
• The “to” field contains the shared line, call queue, or delegated line number.
• You have the option to Skip phone calls made to a shared line. Skip declines the call for you only, it will continue to ring for any other users with access to the line.

Make a call using a shared line

Select the Shared Line you wish to make a call from by clicking the “Caller ID” field below the number pad. This will change the “Caller ID” field to the shared Line/User extension. All calls will then show as being from the shared phone line.