Shared Lines

Workbook: RX3 Zoom Phone Shared Line Capture · Tabs: Shared Line Groups, Group Members, Business Hours, Holidays, Prompts

You columns are yours to complete. RX3 columns we complete. An asterisk marks a required field.

Before you start

What this workbook captures

SHARED LINE GROUP - several people answer one shared number. The group has its own extension, its own voicemail box, and its own business hours. Use it to replace a key-system group or a legacy hunt group. Captured on the Shared Line Groups and Group Members tabs. Customers use 'shared line' loosely, so confirm this is what they mean.

How this workbook is used

This is a joint document. The customer supplies the coverage intent and staffing; RX3 supplies numbering, validation, and build tracking. Complete Shared Line Groups first - the other tabs key off Group Name.

Column ownership

AMBER headers are completed by the customer. NAVY headers are completed by RX3. An asterisk (*) marks a required column.

The two behaviors that matter most

Members Can Join In-Progress Calls and Members Can Pick Up Held Calls determine whether the group behaves like an old key system or like a modern hunt group. Customers migrating off a key system usually expect both to be on, and notice immediately when they are not.

Tab relationships

Member Email must match the Zoom Phone user capture workbook. RX3 also verifies that every group member sits at the same site as the group itself.

Sign-off

RX3 renders a one-page coverage diagram per group for customer sign-off before build.

Delete the example row

Row 4 of every tab is a formatted example shown in gray italic. Delete it before returning the workbook. The Example column below shows the same values.

Shared Line Groups tab

One row per shared line group - several people answering one common number, replacing a key-system group or a legacy hunt group. Members Can Join In-Progress Calls and Members Can Pick Up Held Calls are the two behaviors that define how the group feels day to day; do not leave them to default.

Field	Filled in by	Allowed values	Example
Group Name *	You	—	Front Office Line
Department / Purpose	You	—	Main school office - three staff answer one number
Site *	You	—	Main Campus
Time Zone *	You	—	America/Denver
Prompt Language *	You	—	English
Display Name (Caller ID)	You	—	HSD2 Front Office
Direct Number	You	—	+17205554500
Group Extension *	RX3	—	4500
Temporary DID	RX3	—	+17205559904
Ring Mode *	You	Simultaneous · Sequential	Simultaneous
Ring Duration (sec) *	You	—	25
Max Concurrent Calls	You	—	4
No-Answer Destination *	You	Routing destination	Group Voicemail
Closed Hours Destination *	You	Routing destination	Closed Hours Greeting then Group Voicemail
Holiday Destination *	You	Routing destination	Holiday Greeting then Group Voicemail
Group Voicemail *	You	Y · N	Y
Voicemail Access Members	You	—	office-lead@customer.edu
Members Can Join In-Progress Calls *	You	Y · N	Y
Members Can Pick Up Held Calls *	You	Y · N	Y
Outbound Caller ID *	You	Group Number · Member Own DID · Site Main · Main Number · Blocked	Group Number
Music on Hold	You	Default · Custom · None	Default
Call Recording	You	None · Ad Hoc · Automatic	None
Build Status	RX3	Not Started · In Progress · Built · Tested · Accepted	Not Started
Notes	You	—	Replaces Mitel key system group

Group Members tab

One row per member, per group. Group Name must match the Shared Line Groups tab exactly and Member Email must match the user capture workbook. Ring Order is required only when Ring Mode is Sequential. RX3 verifies that every member sits at the same site as the group.

Field	Filled in by	Allowed values	Example
Group Name *	You	—	Front Office Line
Member Name *	You	—	Jordan Reyes
Member Email *	You	—	jreyes@customer.edu
Member Type *	You	User · Common Area	User
Ring Order	You	—	1
Resolved Extension	RX3	—	4127
Site Match Verified	RX3	Y · N	Y
Member Validated	RX3	Y · N	Y
Notes	You	—	Primary attendant

Business Hours tab

One row per group per day of week - seven rows per shared line group. Leave Open/Close Time blank when Day Status is Open All Day or Closed All Day.

Field	Filled in by	Allowed values	Example
Group Name *	You	—	Front Office Line
Day *	You	Monday · Tuesday · Wednesday · Thursday · Friday · Saturday · Sunday	Monday
Day Status *	You	Open All Day · Closed All Day · Custom Hours	Custom Hours
Open Time	You	—	07:00 AM
Close Time	You	—	04:00 PM
Notes	You	—	Office opens 30 min before first bell

Holidays tab

One row per holiday closure, per group. Enter a separate row for each group affected, even when the closure is shared.

Field	Filled in by	Allowed values	Example
Group Name *	You	—	Front Office Line
Holiday Name *	You	—	Winter Break
Start Date *	You	—	12/22/2026
End Date *	You	—	01/05/2027
Routing During Holiday *	You	Routing destination	Group Voicemail
Holiday Prompt ID	RX3	—	S-014
Recurs Annually	You	Y · N	Y
Notes	You	—	Match to academic calendar

Prompts tab

One row per recorded or synthesized prompt. Every non-English prompt gets its own row, cross-referenced in Notes to its counterpart. Write Script Text exactly as it should be spoken.

Field	Filled in by	Allowed values	Example
Prompt ID *	RX3	—	S-001
Group Name *	You	—	Front Office Line
Prompt Type *	You	Group Greeting · Closed Hours Greeting · Holiday Greeting · Group Voicemail Greeting · Music on Hold	Group Voicemail Greeting
Language *	You	—	English
Script Text *	You	—	You have reached the Harrison School District Two front office. Our office is currently unavailable. Please leave your name, number, and a brief message and we will return your call.
Delivery Method *	You	TTS · Professional Recording · Customer Recording · Reuse Existing	TTS
Voice / Talent	You	—	Zoom TTS - Female US
Approved By	You	—	—
Build Status	RX3	Not Started · In Progress · Built · Tested · Accepted	Not Started
Notes	You	—	Spanish counterpart is S-002

Value lists

Routing destination

User · Call Queue · Shared Line Group · Auto Receptionist · Common Area · Group Voicemail · User Voicemail · External Number · Contact Center · Disconnect