02/27/18 19:17 PM  

Shared Lines Overview

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SummaryWhat is Shared Lines?
Details

The Shared Lines feature allows calls made to one phone number to be answered by multiple phone devices. Answered calls can be handed off to other phones sharing the same phone number. This feature is a commonly required function in many industries, such as retail, restaurant, warehouse, etc.

NOTE: This feature is only available to all RingCentral Office plans in US, Canada, and UK. Additional cost may apply for new phone line and device purchases.

The following topics are discussed in this article:

Features
Benefits
System Requirements
Adding a Shared Lines Group
Shared Lines Group Settings
Using Shared Lines
Shared Lines Frequently Asked Questions
 

Features

Allow calls and lines to be shared among multiple desk phones; answer calls on any phone
• Place a call on hold then pick up from another phone
• Supports up to 8 lines with 16 phones with any combination between (1 x 1) and (8 x 16)
• Compatible with all RingCentral Polycom phone devices
• Forward incoming calls to a specified extension after two (2) to sixteen rings

Benefits

• Efficiently distribute incoming calls within a specific group
• Easily reach a person at different phones without the need for call transfers
• Eliminate any missing call. Simply answer calls on any phone
• Easy to add and modify a Shared Lines group over the cloud, anywhere, anytime.
• Included for FREE with RingCentral Office. No additional cost to pay for this function
• All outbound calls from a Shared Lines group will have a consistent phone number instead of individual numbers or extensions.

System Requirements

• A digital line is required for each line in a Shared Line group
• Polycom desk phones only. Cisco phones are not supported.

Adding a Shared Lines Group

Account Administrators can add a Shared Lines Group via the RingCentral Online account by following these instructions:


Step 1:

Log in to the RingCentral Online Account as an Administrator.


Step 2:

Go to Phone System > Groups.

9.3 groups


Step 3:

Click the Shared Lines tab, then click the New Shared Line button.

Click the Shared Lines tab, then click the New Shared Line button.


Step 4:

Under Setup, configure the following:

• Select a Location, select Domestic or International location. 
On Group Details, select your Site, provide your Group Name, Manager's Email,  and Extension.

Click Next.

Configure the following under Setup. Click Next.


Step 5:

Select an Existing Number or add a New Number.

Click Add to Group when you have selected or added a new phone number, then click Next.

Select an ​Existing Number or add a New Number. Click Add to Group when you have selected or added a new phone number, then click Next.


Step 7:

Select your preferred device — Recently Bought, Buy New Phones, or Select Existing Phone.

Click Add to Cart after your selection, then click Next.

Select your preferred device — Recently Bought, Buy New Phones, or Select Existing Phone. Click Add to Cart after your selection, then click Next.


Step 8:

Select your Emergency Address or click New to add a new address.

Select your Emergency Address or click New to add a new address.

Click Next.

IMPORTANT: All phones in a Shared Line group MUST be located at the same physical address. Make sure you update the address every time you move the phone to a different location. This ensures that you can be found during an emergency.

Select your Emergency Address or click New to add a new address. Click Next.


NOTE: If you click New, provide your information and read the E911 (or Emergency Call Service) Registered Location disclaimer. Tick the box to acknowledge that you have read and understood the Emergency Calling for RingCentral Services, then click I Accept to proceed.

shared line add - emergency address - new


Step 9:

Provide the shipping address and make sure the information is correct. Select your Shipping Option, then click Next.

Provide the shipping address and make sure the information is correct. Select your Shipping Option, then click Next.


NOTE: You may click New to add another shipping address information. Enter your new shipping address information, tick the Save address checkbox and click Add. It is possible to store up to 7 additional shipping addresses for purchasing the devices for your account. You can also use in-country Emergency Address or RingCentral Billing address (if provided) for device shipping.

Add Shipping Address


Step 10:

If you have the Cost Center Management feature enabled on your account, select your Cost Center Code or click New.

Skip this step if this screen is not available on your end.

Select your Cost Center Code, or click New.


Step 11:

Check the summary of your charges and fees, then tick the checkbox to acknowledge your order. Click Next.

Check the summary of your charges and fees, then tick the checkbox to acknowledge your order. Click Next.


NOTE: RingCentral has set limits for the protection of customers from fraudulent activities or over usage. You may get a message saying that you have exceeded the maximum allowed value that can be processed on your account in a single billing cycle. For security purposes, please contact RingCentral Customer Service to verify your Billing Information and request an account limit increase and proceed with your desired transaction.


Step 12:

An Order Confirmation page will appear.

Click Print to have a copy of your order confirmation or click Done to exit.

Click Print to have a copy of your order confirmation or click Done to exit.


A welcome email will be sent to the Shared Line Group Manager. The assigned Shared Line Group Manager can click on the links on the email to start setting up your Shared Line Group.  

Activation Email

[Back to Topics]


Shared Lines Group Settings

The following Shared Lines Group settings can be configured:

• Info - Set up extension number and Share Line group name, group password, and regional settings, etc.
• Direct Numbers - Establish direct numbers (toll-free, local, vanity) with routing options.
• Greeting & Blocked Calls - Set up group greeting message (before routing) and block incoming calls.
• Call Handling - Select options to forward calls when lines are busy during and after business hours. Ringing can be set between two (2) up to 16 rings before a call is forwarded to the next number or voicemail.
• Outbound caller ID - Select a number for external communications.
• Messages & Notifications - Set up voicemail greeting, message recipient and notifications for messages, missed call, and received faxes.
 

See the following links to learn more:

Setting Up Advanced Call Handling Rules of a Shared Lines group
Setting Up Call Handling for Business Hours and After Hours of a Shared Lines group 
 

[Back to Topics]
 

Using Shared Lines

In this scenario, a local hardware store offers a toll-free number for all incoming calls which is assigned to a group of 8 phones on a shared line group. All phones on the group are supported by the Shared Lines Feature.

Customer calls this toll-free number, all 8 phones ring.
An available cashier answers the call in line #3. The customer wants to check out the availability of a certain lawn mower.
The cashier then places the call on hold and informs the colleague who is in charge of the gardening section.
The colleague picks up the call on line #3 and assists the customer immediately.

[Back to Topics]
 

Shared Lines Frequently Asked Questions

TABLE OF CONTENTS

1. What is a Shared Lines group?
2. Will it be additional cost to add this feature?
3. Which RingCentral service supports Shared Lines (BLA) feature?
4. Is there a limit to using Shared Lines function?
5. Do the number of lines and number of phones have to match?
6. How many simultaneous calls can be made to a Shared Line group?
7. Are phones in a Shared Line Group associated with a user?
8. What desk phone models support Shared Lines feature?
9. Can Shared Lines be used on the RingCentral Phone for Mobile?
10. How many lines can be used in one Shared Line group?
11. How many phone and devices can I add to one Shared Line group?
12. How many Shared Line group can I set up with my organization?
13. Can the same phone line be used in different Shared Line groups?
14. Can phones in a Shared Line group receive Paging or Intercom calls?
15. Can I assign phones in different locations in the same Shared Line group?
16. Can I add a direct line to a Shared Line group?
17. Will it be additional cost for setting up a direct line?
18. Do I need a direct phone number?
19. Can I set up a general greeting for a Shared Line group?
20. Can I block any numbers?
21. What happens when all lines are busy?
22. My phone is in a Shared Line group. What number will be shown on the caller ID if I make an outbound call?
23. Can I set up the notification if I miss a call?
24. Can I transfer a call to my colleague?
25. Can phones in a Shared Line group Park and Unpark calls?
26. Can I monitor the presence of a Shared Line
27. Can a desk phone belong to a user and also be a member of a Shared Line group?
28. Do all phones in a Shared Line group have to be located at the same physical address?
29. Can calls be made to specific phones if they belong to a shared line group?
 


 

1. What is a Shared Lines group?

A Shared Lines group allows a business to set up a phone number in such a way that calls coming into the shared line can be answered in any of the devices sharing that line.
 

2. Will it be additional cost to add this feature?

The Shared Lines feature is included in all Office Editions with no additional cost.  However, an additional cost will apply when adding new phone lines and/or devices.
 

3. Which RingCentral service supports Shared Lines (BLA) feature?

All RingCentral Office Tiers and Editions (except Entrepreneur) for US, Canada and UK.

NOTE:  RingCentral Office Standard, Premium, Ultimate, and Unlimited Editions.


4. Is there a limit to using Shared Lines function?

RingCentral Office supports up to 8 lines and 16 desk phones per one group.  It is recommended that all phones assigned in a Share Line Group must be located the same location.
 

5. Do the number of lines and number of phones have to match?

No. These numbers depend on the business needs of the customer.  Any combination between (1 x 1) and (8 x 16) is permitted e.g.  2 x 4. In general, the number of phones in a group will be at least the same or higher than the number of lines.
 

6. How many simultaneous calls can be made to a Shared Line group?

The number of simultaneous calls to a group corresponds to the number of lines assigned to a group e.g. a 4 line group supports up to 4 simultaneous calls (inbound or outbound).
 

7. Are phones in a Shared Line Group associated with a user?

No. Phones in such a group are shared devices and not associated with a particular user.
 

8. What desk phone models support Shared Lines feature?

Only Polycom desk phones: SPIP 321, SPIP 335, SPIP 550, SPIP 650HD, VVX 201-IP, VVX-310, VVX-311, VVX-410, VVX-411, VVX-500, VVX-501, VVX-600, and VVX-601.
 

9. Can Shared Lines be used on the RingCentral Phone for Mobile?

No. Shared Lines function is only available on desk phones.
 

10. My phone has 12 line keys, can I use all 12 for Shared lines?

No. RingCentral allows you to add up to 8 lines in one Desk phone. However, it depends on the number of lines supported by your phone devices. For example, if your phone devices only support 4 lines, the maximum lines can be used are 4.
 

11. How many Desk phones can I add to one Shared Line group?

RingCentral allows you to add up to 16 Polycom Desk phones in one Shared Line group.
 

12. How many Shared Line group can I set up with my organization?

There are no limitations. However, all phones in the same Shared Line group must be in the same location.
 

13. Can the same phone line be used in different Shared Line groups?

No.  A line can only belong to one Shared Line group.
 

14. Can phones in a Shared Line group receive Paging or Intercom calls?

No. However, Paging and Intercom calls can be initiated from phones in such groups by using DTMF.


15. Can I assign phones in different locations in the same Shared Line group?

No. We recommend all the phones must be located at the same physical address due to the 911 emergency services requirements.
 

16. Can I add a direct line to a Shared Line group?

Yes. You can purchase a toll-free or local phone number for a Shared Line group.  
 

17. Will it be additional cost for setting up a direct line?

Yes. A company can purchase a direct line (toll-free, local or vanity) for better external communications.
 

18. Do I need a direct phone number?

It is a best practice for a business, but it is not required.  You can dial any of the phone numbers in a Shared Lines group.  All phone devices will ring at the same time.
 

19. Can I set up a general greeting for a Shared Line group?

Yes. You can set up a group greeting by either using default or customized greeting.  A caller will hear the greeting before routing to a shared line within a group.

 

20. Can I block any numbers?

Yes. You can block calls and faxes coming from a specific number. You can specify the numbers and area codes, as well as calls/faxes with no caller ID and calls from pay phones.
 

21. What happens when all lines are busy?

A caller can be routed to the Group Voicemail or certain extension based on the settings.
 

22. My phone is in a Shared Line group. What number will be shown on the caller ID if I make an outbound call?

Your administrator sets up the outbound caller ID as a group ID or individual line based on your business needs.
 

23. Can I set up the notification if I miss a call?

Yes. You can setup notification either by email or SMS when there is a voicemail message, a missed call, or when you received a fax or a text message.
 

24. Can I transfer a call to my colleague?

Calls answered in a Shared Line group can be transferred to other extensions in the same organization.
 

25. Can phones in a Shared Line group Park and Unpark calls?

Yes. You can Park/Unpark calls by using the Park soft key.


26. Can I monitor the presence of a Shared Line Group on my phone?

No. 
 

27. Can a desk phone belong to a user and also be a member of a Shared Line group?

No. 
 

28. Do all phones in a Shared Line group have to be located at the same physical address?

It is recommended to be at the same physical address to have adequate support for emergency call handling.  
 

29. Can calls be made to specific phones if they belong to a shared line group?

No. All phones in a group act in unison. It is not possible to make a phone call (regular or Intercom) to a specific individual phone that is a member of a group.

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