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If someone is out of the office, can I have their phone number forwarded to someone else?
Yes, both the Zoom desktop app and mobile app provide an option to enable temporary call forwarding to another number or direct to voicemail. The capability to do this with a physical handset will vary by device. More information is available in Zoom’s tutorial video on call handling.
We have students answering our main line, how can they transfer calls to the rest of the team?
Call transfers can be accomplished in a few ways. You can learn more with this help guide from Zoom or by watching Zoom’s tutorial video on in-call options.
We have desks that are used by multiple people, how do I set up hot desking or hoteling on a Zoom phone?
For information and instructions, please see the article “Enabling or disabling hot desking for phones” on Zoom’s support website.
We have one line shared by multiple people, how do we set this up in Zoom?
There are a few different ways to approach this scenario:
- Lines can be assigned to one person and delegated.
- Lines can be assigned to a shared line group or queue that rings multiple individuals simultaneously.
- Lines can be assigned to a shared line group or queue that rings multiple individuals in sequence.
More information is available from Zoom on shared line groups with the desktop/mobile apps and with physical desk phones. You can also learn more from Zoom’s tutorial video on how to set up a call queue.
What do the different options for call routing look like?
There are three options for call routing:
- Auto receptionists
- Call queues
- Shared line groups
You can compare these call routing capabilities in this help guide from Zoom.
Will we have access to call tree/auto attendant features?
Zoom Phone does have this capability, but we are currently reviewing how best to configure the UIC environment to provide a sustainable balance of features and flexibility. More information will be available in the coming months as we progress through the configuration process.
| Business Need |
Recommended Configuration |
| One front desk with multiple workers who don’t work full-time. |
Assign a desk phone and line to a “Front Desk” space, and staff can answer the phone when they’re at the desk. If there’s no physical phone, assign the line to a queue, and the staff can check in and out of the queue in the Zoom app when they’re on shift. |
| A permanent staff member with assistants who change frequently. |
Assign the line to the staff member, and they can delegate the line to their assistant, and remove and redelegate it as needed. |
| An office with multiple staff, and multiple lines that must be answered by anyone available (Currently this is usually done by adding every line to every phone). |
If reaching individual users isn’t important, assign all the numbers to the same queue, and consider tapering off use of the extra numbers. |
| An office with a shared line for all staff and each user also has a private line. |
Assign the shared line to a queue, assign each user’s private line to them. |
| Remote users with a shared line (so they can’t see each other pick up the phone). |
Assign the shared line to a queue with call distribution set up to assign individual calls, so users know that if their line rings, it’s their responsibility. |