How to have a single number for IT Help Desk so call goes to multiple lines/desk phones? | Community
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kovyon
Newcomer
August 9, 2023
Question

How to have a single number for IT Help Desk so call goes to multiple lines/desk phones?

  • August 9, 2023
  • 1 reply
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Hey there,


I am one of two IT Help Desk agents for our business. We are looking to use zoom phone to create a group of phones to use as Help Desk desk phones. I was looking to see if someone would explain how we can go about setting up 1 number across multiple phones, so that when a call comes into the Help Desk, all the phones ring simultaneously.

Can someone shoot me in the right direction of where I would start configuring that in the zoom admin console?

1 reply

Vinnie
Community Champion | Customer
Vinnie
Community Champion | Customer
August 10, 2023

There are two (2) options I would recommend:  "Call Queues" or "Shared Line Groups". Each mechanism has it owns pros and cons and you should choose the one that fits better to your need:

Setting up shared line groups:   https://support.zoom.us/hc/en-us/articles/360038850792 
Managing call queues:    https://support.zoom.us/hc/en-us/articles/360021524831


For an IT Help Desk I would recommend the Call Queues, because is less disruptive when managing (especially if you have to add more people later own), it has a bit more flexibility, Members of the Call Queue can Opt-In/Out receiving calls, and other interesting things, but also, from the analytics/reporting perspective, Call Queues gives you an edge.

They are both so easy to configure that you might want to configure both and do you r own testing/comparison.

 

Enjoy!

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