11/15/18 17:57 PM  

Shared Lines - Overview | RingCentral

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SummaryThe 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.

Shared Lines - Overview 

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:

System Requirements
Adding a Shared Lines Group
Shared Lines Group Settings
Using Shared Lines

See the following articles for more information:

Shared Lines - Frequently Asked Questions | RingCentral 
Difference Between Shared Lines and Call Queues | RingCentral


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

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• 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.

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System Requirements

• A digital line is required for each line in a Shared Line group

• Cisco phones are not supported.

• Polycom desk phones are supported:

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.

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Adding a Shared Lines Group

Account Administrators can add a Shared Lines group via the RingCentral Online account.

1. Go to Phone System > Groups > Shared Lines.

2. Click the New Shared Line button.

3. 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.

4. Select an Existing Number or add a New Number.

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

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

7. 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.

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.

8. 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.

9. If you have the Cost Center Management feature enabled on your account, select your Cost Center Code or click New. If not, proceed.

10. 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.

11. An Order Confirmation page will appear. 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

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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:

Shared Lines - Customize Music on Hold | RingCentral
Shared Lines - Set up Advanced Call Handling Rules | RingCentral
Shared Lines - Set up Call Handling for business hours and after hours

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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 must be 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.

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