Specialized Telephone Requirements
NOTE: Basic Zoom Phone service is active for all University Zoom accounts. UITS will be transitioning University telephone numbers to licensed Zoom Phone numbers over 2021-2022. See the Zoom Phone Project page for more information.
If you need services beyond one number for one person, see these services. You may also want to see Zoom Phone's Call Delegation feature for sharing lines.
A Licensed Zoom Phone account (external phone number) is required for:
- both parties in delegated lines
- a common area phone
- people referred to by an auto receptionist or IVR
- everyone participating in shared line groups or call queues
Zoom Phone Common Area Phones
UITS can provision a desktop handset and Zoom Phone “common area phone” number for unassigned desk phones that can be used by anyone.
Common area phone can:
- be used by anyone who works in the area
- be used by visitors to an unattended reception desk
- be used for hot desking—signed into by employees who are hoteling or doing shift work at a shared desk
- use default hold music
- use the account-level blocked list
- provide a single 911 response address
Common area phone cannot:
- provide voicemail
- record calls
- support call handling rules based on business, closed, or holiday hours
- use custom hold music
- add numbers to a custom blocked list
- support nomadic 911 locations
If you require one of the unavailable features, consider using one of these workarounds:
- Add a phone user and assign the desk phone to that user. You can still enable hot desking to allow other phone users to sign in to the device.
- Use the common area phone's Call Handing settings to forward to a call queue, auto receptionist, or shared line group (not a nomadic 911–workable option). See below for these services.
Zoom Phone Auto Receptionists
Auto receptionists answer calls with a personalized recording and routes calls to a phone user, call queue, common area phone, or voicemail. You can also set up an auto receptionist to route to an interactive voice response (IVR) system to allow callers to select routing options.
Zoom Phone IVRs
Interactive Voice Response, or menu tree
UITS can help users set up IVR system for callers to select routing options using the dial pad. The IVR system can present callers with choices to:
- connect to a phone user
- connect to a call queue
- connect to a common area phone
- leave a voicemail
Any individual who is in the menu to receive a transfer from the IVR will need to have a licensed phone number.
Zoom Phone Shared Line Group
UITS can set up a Zoom Phone Call Queue (see below) or Shared Line Group that shares one direct phone number and extension. Call Queues offer more options and flexibility, but if you just need a basic shared service:
Shared Line Group shares one direct phone number and extension with a group of up to 10 phone users or common area phones. All members of the shared line group have access to the group's direct phone number and voicemail. You can apply custom business, closed, and holiday hours to shared line groups and set routing rules.
- Each member can only belong to one shared line group.
- A shared line group can have 0–50 phone numbers. All members can use these numbers to make or receive calls.
- By default, a shared line group can handle up to 4 calls at the same time.
- Shared Line minimum wait: 15 seconds; maximum wait: 1 minute
- If routing to voicemail, you can only route to the shared line group's voicemail inbox. You can't route to a voicemail inbox that belongs to another extension.
- A shared line group will ring all members simultaneously for incoming calls.
Zoom Phone Call Queues
UITS can set up a Zoom Phone Call Queue number for you. This routes incoming calls to a group of users. For example, you can route calls to your office's business department.
There are three call distribution options for call queues:
- Simultaneous: Ring all available members at the same time.
- Sequential: Rings available members one at a time.
- Rotating: Rings available members in a regularly changing order so that calls are distributed evenly.
- Longest Idle: Rings first the member who has been idle for the longest time.
Each Call Queue can have a maximum of 50 members. All members of the queue must have a licensed Zoom external phone number. Common area phones can be included. Call Queues also have a voicemail inbox.
Choose a Call Queue instead of a Shared Line Group (above) if:
- Any of the members are involved in more than one Call Queue
- You want Call Queue's minimum wait: 10 seconds; maximum wait: 30 minutes
- You want a recorded greeting to play before the call routes
- You want sequential or rotating routing, rather than simultaneous
Choose a Call Queue instead of an Amazon Connect Contact Center (below) when sometimes people are calling for a group and sometimes contacting an individual within the group. For example, set up a call queue number when people might have a question for your business department generally, or a vendor might call a particular business manager's individual phone number about an order that business manager placed.
Amazon Connect serves contact centers such as service desks taking inbound calls or outbound calling programs. This is your best choice when you are always routing calls through a single number. The personnel staffing the contact center do not have individual phone numbers and do not need Zoom Phone licenses.
- Customer Waiting Options: Customers have the option to wait in line for an available agent or request a call-back while maintaining their place in line (“callback-from-queue”).
- Call Handling Options: You can prioritize calls and set Time-of-Day call routing.
- Service Analytics: Service center supervisors can optimize service and reduce customer wait times by using real-time and historical analytics.
If members of your group sometimes need to be contacted as an individual, rather than just part of the group, a Zoom Phone Call Queue or Shared Line Group (see above) will be the better choice.
UITS Telecommunications Services will arrange a Zoom Phone license as well with an Auto Receptionist to transfer callers from internal extensions to the Amazon contact center queue.