Configuring a Shared Line

Last Updated : Aug 01, 2025 |

About this task

Configuring a shared line enables incoming calls to be distributed to the selected extension number within groups. Additional features such as call blocking, greeting messages, and message duration are also added. This procedure outlines the steps to configure a shared line.

Procedure

  1. Log in to Admin Portal as an administrator.
  2. Click Phone System > Groups > Shared Lines.
  3. Click the New Shared Line group created.
  4. Click Shared Line Details.
  5. Update the following information in the Shared Line Details under the General tab:
    1. Extension Number
    2. Group Name
    3. Manager Email
    4. Welcome email invite
    5. Group Name Record
    6. Include Shared Line in Company Directory

    You can delete the shared line group in this section.

  6. Update the following under the Settings tab:
    1. Regional Settings
    2. Site
    3. Confirmation Message length
    4. Schedule
    5. Shared Lines Devices
  7. Add local, toll-free, or vanity direct numbers in the shared line extension based on location and cost center in the Direct Numbers tab.
  8. Select the Greeting & Hold Music tab, and update the options under Work hours.
  9. Click Edit under the following options to change the settings.
    1. Shared Line Greeting: Enable callers to hear a group-wide greeting before connecting to a shared line.
    2. Audio While Connecting: Enable callers to hear selected music while they are connecting to the extension.
    3. Hold Music: Enable callers to hear music while on hold.
  10. Update blocked call settings under the Blocked calls tab.
  11. Click Save.

    Update the settings for call handling during and after work hours. The custom call handling rules can also be set up for the shared line.

  12. Click the Work hours tab.
  13. In the Incoming calls tab, configure to route a call when all lines are busy. Send it to voicemail, play an announcement, or forward it to another extension.
    1. In the Devices ring for tab, select a duration from the dropdown for a caller to wait before forwarding the call to another device.
    2. In the Missed calls tab, set the preference to handle calls when all lines are busy or the caller reaches the maximum waiting time.
    3. Click Set voicemail greeting for work hours to create a greeting.
    4. Set up an announcement greeting to play a message to the caller and then end the call.
    5. Click Select extension to forward the call to a selected extension.
  14. Click Save.
  15. Click the Outbound Caller ID dropdown.
  16. Configure the outbound caller ID for the shared line group or the individual lines within the group.
  17. Click Outgoing Call Displayed as.
  18. From the dropdown list, select Group or Individual Lines.
  19. Select Group and click Edit to update the phone number.
  20. Select a phone number to display as the shared line caller ID.
  21. Click Done.
  22. Under Alternate Caller ID, click Edit to select the phone number to display.
  23. Click Done.
  24. Select Display extension number or Display phone number to set the caller ID of the groups for internal calls.
  25. Click Save.
  26. Click Voicemail and Notifications.

    The voicemail greeting and settings for the shared line can be set up during and after work hours.

  27. Under the Work hours and After hours tabs, to set your preferences:
    1. Click Edit Schedule to change your work hours.
    2. Click the Voicemail greeting (work hours) tab.
    3. Click Edit to change your voicemail greeting.
    4. Under the Send voicemail to tab, select the existing or other extension to send your voicemail messages.
  28. Click the Settings tab, and select your preferences.
    1. Click Edit to update the notification settings for voicemail messages, received faxes, missed calls, and received text messages.
    2. Turn the toggle on for Voicemail to text to get a text version of the voicemail.
    3. Click Add Co-recipients to enable the users to access the group messages.