Call Routing Options Overview

Within the Zoom phone system, there are many options for routing incoming calls. These range from:

• Setting up a single number to ring on another line;
• Setting up a single number to ring simultaneously on other numbers (shared line group);
• Setting up an "auto receptionist" so there is an announcement providing options for different keys that can be pressed to get to a specific, alternate number; (see https://services.dartmouth.edu/TDClient/1806/Portal/KB/ArticleDet?ID=153769 for more information)
• Setting up a "call queue" where multiple people can answer the same incoming number. Call queues allow departmental administrators to see calls coming into the number, and to easily add/remove additional people to answer that number. They also provide reporting and various call statistics, along with many other functions (see https://services.dartmouth.edu/TDClient/1806/Portal/KB/ArticleDet?ID=153770 for more information).

You can set a single number to ring on another line without needing to request assistance from IT staff. See https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069180#h_01F47RXN8EGCEY1XGXN5WDSKQT.

You will need to work with an ITC staff person to set up a shared line group, auto receptionist or call queue. Request a consultation for this at https://services.dartmouth.edu/TDClient/1806/Portal/Requests/ServiceDet?ID=30465.