Zoom Phone shared line groups and delegation

See also

Sources

1. 1
   Desk phone models not on Zoom's call delegation and shared line group support list may still make and receive shared line calls but will not show shared line status.

   Supported desk phone features · Call delegation and shared line groups · Checked 2026-10-14
2. 2
   A user-invited Zoom Phone delegate must accept the invitation under Assistant for in Zoom Phone Settings, and the delegator sees a Pending label until then.

   Setting up call delegation · How to accept a delegation request · Checked 2026-10-14
3. 3
   Delegation that an admin assigns to a user is forced and does not need the delegate's acceptance.

   Setting up call delegation · How to accept a delegation request · Checked 2026-10-14
4. 4
   When a common area phone is the delegate, a Zoom Phone admin accepts the delegation request on the Users & Rooms page.

   Setting up call delegation · How to accept a delegation request · Checked 2026-10-14
5. 5
   Each Zoom Phone delegate can be assigned to up to 15 delegators by default, which Zoom Support can raise to 32.

   Setting up call delegation · Limitations · Checked 2026-10-14
6. 6
   Each Zoom Phone delegator can have up to 15 delegates, a limit Zoom Support can increase.

   Setting up call delegation · Limitations · Checked 2026-10-14
7. 7
   On a supported desk phone a delegate can hold a call on the delegator's shared line and the delegator retrieves it by pressing that line key, which shows a hold indicator.

   Using call delegation (desk phones) · How to transfer calls using hold and pickup · Checked 2026-10-14
8. 8
   Zoom Phone desk phones cannot download or delete delegated shared line voicemail or replay already-heard messages; Zoom recommends the desktop app for shared line voicemail.

   Using call delegation (desk phones) · Limitations · Checked 2026-10-14
9. 9
   A delegated shared line cannot be monitored while the Join Calls privilege is enabled; the privilege must be disabled before monitoring is added.

   Setting up call delegation · Limitations · Checked 2026-10-14
10. 10
    The Join and Merge Calls delegation privilege must be enabled by Zoom before it can be used.

    Setting up call delegation · Limitations · Checked 2026-10-14
11. 11
    The delegation Opt In/Out privilege requires Zoom app version 5.16.2 or later, and VIP Delegation requires version 5.13.0 or later.

    Setting up call delegation · Limitations · Checked 2026-10-14
12. 12
    Zoom Phone call delegation requires both delegator and delegate, including a common area phone, to have a Zoom Phone license with a Metered, Unlimited or Pro calling plan.

    Setting up call delegation · Requirements for setting up call delegation · Checked 2026-10-14
13. 13
    Admins can enable or disable the Zoom Phone Delegation policy at account, group, site, phone user and common area level.

    Enabling or disabling Zoom Phone call delegation · How to enable or disable call delegation (account, group, site, phone user, common area sections) · Checked 2026-10-14
14. 14
    The Delegation policy setting must be enabled before Zoom Phone call delegation can be set up.

    Setting up call delegation · Requirements for setting up call delegation · Checked 2026-10-14
15. 15
    Zoom Phone delegation privileges a delegator can grant are Place Calls, Answer Calls, Join and Merge Calls, Opt In/Out, Pick Up Hold Calls, Override business hours, Reply to SMS and Manage VIP Contacts.

    Setting up call delegation · How to set up call delegation > privileges · Checked 2026-10-14
16. 16
    In Zoom Phone call delegation, voicemail and call history for the delegator's shared line are shared between delegator and delegate, while call recordings are visible only to the user who made them.

    Call Delegation and Zoom Assistant · How Delegation Works in Practice: Day-to-Day Use (Desktop/Mobile + Zoom Assistant) · Checked 2026-10-14
17. 17
    At phone user level, the Delegation policy offers an option to restrict the user from adding delegation to users outside their own site.

    Enabling or disabling Zoom Phone call delegation · How to enable or disable call delegation for a phone user · Checked 2026-10-14
18. 18
    The Reply to SMS delegation privilege and SMS Messages for VIP Delegation require the Zoom Customer Engagement Pack license.

    Setting up call delegation · Requirements for setting up call delegation · Checked 2026-10-14
19. 19
    Zoom Phone call delegation is not supported on the Zoom Web App, whereas shared line groups can be used there.

    Setting up shared line groups · Limitations of shared line groups > Members; Notes · Checked 2026-10-14
20. 20
    Zoom Assistant is a desktop widget for delegates that requires Zoom Assistant enabled and a supported Windows or macOS Zoom desktop app at or above the minimum version.

    Call Delegation and Zoom Assistant · Requirements & Prerequisites · Checked 2026-10-14
21. 21
    For an executive and assistant pairing, call delegation is the closer fit because it shares the executive's own direct number and offers VIP routing, while a shared line group suits pooled reception lines answered by up to 10 members.inferred

    Setting up call delegation · Synthesis of KB0067483 privileges and KB0066509 Overview and Limits · Checked 2026-10-14
22. 22
    A Zoom Phone shared line group pickup code is exactly 4 digits, cannot start with zero, must be unique among the account's groups, and cannot be repeating or sequential digits.

    Setting up and using the shared line group pickup code · How to enable the shared line group pickup code (admins) · Checked 2026-10-14
23. 23
    If no call is waiting when the shared line group pickup code is dialled, the caller hears a could-not-be-connected prompt and the call ends; callers cannot choose which waiting call they get.

    Setting up and using the shared line group pickup code · Limitations · Checked 2026-10-14
24. 24
    Any Zoom Phone user on the account, including non-members, can dial an asterisk followed by the shared line group pickup code to answer the longest-waiting call for that group.

    Setting up and using the shared line group pickup code · How to use the shared line group pickup code · Checked 2026-10-14
25. 25
    Zoom's shared line articles use two different web portal navigation roots (Admin Center > Product configuration > Phone system versus Phone System Management), which most likely reflects a portal menu rename with some articles not yet updated.inferred

    Enabling or disabling shared lines privacy mode · How to enable or disable privacy mode (navigation steps), compared with KB0066509 How to set up a shared line group · Checked 2026-10-14
26. 26
    Zoom Phone shared lines privacy mode lets a user lock a call so others cannot pick up the held call or monitor it by listening, whispering, barging or taking over.

    Enabling or disabling shared lines privacy mode · Overview · Checked 2026-10-14
27. 27
    Locking calls in Zoom Phone shared lines privacy mode requires the Zoom desktop or mobile app version 5.7.6 or higher and is not supported on desk phones.

    Enabling or disabling shared lines privacy mode · Requirements for enabling or disabling privacy mode · Checked 2026-10-14
28. 28
    With privacy mode enabled, any shared line group member can lock calls, but in call delegation only the delegator can lock calls.

    Enabling or disabling shared lines privacy mode · How to enable or disable privacy mode for shared line groups; for call delegation · Checked 2026-10-14
29. 29
    Admins create a Zoom Phone shared line group in the web portal under Admin Center > Product configuration > Phone system > Shared Lines > Shared Line Group tab > Add.

    Setting up shared line groups · How to set up a shared line group · Checked 2026-10-14
30. 30
    Setting up a Zoom Phone shared line group requires a Pro, Business or Education account, account owner or admin privileges, and a Zoom Phone license.

    Setting up shared line groups · Requirements for setting up shared line groups · Checked 2026-10-14
31. 31
    Common area phones that hold a common area phone license cannot be members of a Zoom Phone shared line group.

    Setting up shared line groups · Limitations of shared line groups > Members · Checked 2026-10-14
32. 32
    By default a Zoom Phone shared line group handles up to 4 calls at the same time.

    Setting up shared line groups · Limitations of shared line groups > Limits · Checked 2026-10-14
33. 33
    When multiple sites are enabled, members of a Zoom Phone shared line group do not need to belong to the group's site.

    Setting up shared line groups · How to add members · Checked 2026-10-14
34. 34
    Members' provisioned desk phones reboot several times when a Zoom Phone shared line group is set up or its settings change.

    Setting up shared line groups · Notes · Checked 2026-10-14
35. 35
    Zoom's admin article states that shared line group members can also belong to multiple call delegation setups or shared line groups.disputed

    Setting up shared line groups · Limitations of shared line groups > Members · Checked 2026-10-14
36. 36
    Zoom's desk phone article for shared line groups states that a member cannot be in a call delegation setup at the same time as a shared line group.disputed

    Using shared line groups (desk phones) · Membership limitation note near the introduction · Checked 2026-10-14
37. 37
    Zoom's article on opting in or out of shared line groups by IP phone states that a user cannot be in a call delegation setup and a shared line group at the same time.disputed

    Enabling calls from shared line groups by IP phone · Introduction note · Checked 2026-10-14
38. 38
    Routing shared line group calls to an external phone number in call handling is billed at the calling plan rate.

    Changing shared line group settings · Call handling > Route to · Checked 2026-10-14
39. 39
    Zoom's admin article states that each phone user can be a member of up to 10 shared line groups.disputed

    Setting up shared line groups · Limitations of shared line groups > Limits · Checked 2026-10-14
40. 40
    Deleting a shared line group call history entry removes it only for the member who deleted it.

    Using shared line groups · How to view call history · Checked 2026-10-14
41. 41
    A Zoom Phone shared line group can contain up to 10 members.

    Setting up shared line groups · Limitations of shared line groups > Limits · Checked 2026-10-14
42. 42
    A Zoom Phone shared line group can have between 0 and 50 phone numbers.

    Setting up shared line groups · Limitations of shared line groups > Limits · Checked 2026-10-14
43. 43
    A Zoom Phone shared line group has no calling plan of its own, so each member must hold a Metered, Unlimited or Pro calling plan.

    Setting up shared line groups · Requirements for setting up shared line groups; Limitations of shared line groups > Members · Checked 2026-10-14
44. 44
    Turning on Membership restriction for a Zoom Phone shared line group removes members who do not have compliance recording.

    Changing shared line group settings · Profile settings > Membership restriction · Checked 2026-10-14
45. 45
    Zoom Phone shared line groups do not support SMS.

    Setting up shared line groups · Limitations of shared line groups > Calling and voicemail · Checked 2026-10-14
46. 46
    Shared line group call notifications must be enabled in the member's Zoom Phone settings for incoming shared line group calls to show the group name.

    Using shared line groups · How to receive a call · Checked 2026-10-14
47. 47
    Zoom's desk phone article for shared line groups states that each member can only belong to one shared line group.disputed

    Using shared line groups (desk phones) · Membership limitation note near the introduction · Checked 2026-10-14
48. 48
    Zoom's article on opting in or out of shared line groups by IP phone states that a user can belong to only one shared line group.disputed

    Enabling calls from shared line groups by IP phone · Introduction note · Checked 2026-10-14
49. 49
    A shared line group member can opt in or out of the group from a supported IP phone by dialling *85 followed by the group's extension number.

    Enabling calls from shared line groups by IP phone · How to enable or disable calls from shared line groups by manually dialing via IP phone · Checked 2026-10-14
50. 50
    A Zoom Phone shared line group member places a call as the group by selecting the shared line, labelled (shared), from the Caller ID menu below the dial pad, which sets the outbound caller ID.

    Using shared line groups · How to select a shared line and make a call · Checked 2026-10-14
51. 51
    Only the shared line group member who recorded a call can play or manage that recording; other members see only the call history entry.

    Using shared line groups · How to view call recordings · Checked 2026-10-14
52. 52
    The Ring Desktop Phones Only option on a Zoom Phone shared line group profile allows up to 75 desk phones.

    Changing shared line group settings · Profile settings · Checked 2026-10-14
53. 53
    Incoming calls to a Zoom Phone shared line group ring all members at the same time.

    Setting up shared line groups · Limitations of shared line groups > Calling and voicemail · Checked 2026-10-14
54. 54
    Callers to a Zoom Phone shared line group can leave voicemail only in the group's own voicemail inbox, not another extension's inbox.

    Setting up shared line groups · Limitations of shared line groups > Calling and voicemail · Checked 2026-10-14
55. 55
    Deleting a Zoom Phone shared line group voicemail deletes it for all members, and playing it marks it as played for all members.

    Using shared line groups · How to view the voicemail inbox · Checked 2026-10-14
56. 56
    Using Zoom Phone VIP Delegation requires a Pro, Business or Enterprise account and, for both delegator and delegate, a Zoom Phone license plus the Customer Engagement Pack add-on.

    Using VIP Delegation · Requirements for using VIP Delegation · Checked 2026-10-14
57. 57
    VIP contacts for Zoom Phone VIP Delegation can be added or managed only in the desktop or mobile app, not in the web portal, and delegates are not added to the VIP list automatically.

    Using VIP Delegation · Limitations · Checked 2026-10-14
58. 58
    The VIP Delegation routing option Ring me first, my delegate(s) next requires at least one delegate with the Answer Calls privilege; otherwise only Ring me only and voicemail or videomail are available.

    Using VIP Delegation · Limitations · Checked 2026-10-14

Documents

Cite this page

WarmTransfer. (2026, October 14). Zoom Phone shared line groups and delegation. WarmTransfer. https://warmtransfer.net/knowledge/zoom-phone-shared-lines-delegation

@misc{warmtransfer-zoom-phone-shared-lines-delegation,
  title  = {Zoom Phone shared line groups and delegation},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/zoom-phone-shared-lines-delegation},
  note   = {Verified 2026-10-14}
}