Shared Lines Overview | BT Cloud Work

The Shared Lines group 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. 

Features of a Shared lines group
Benefits of a Shared lines group
How Shared lines work
What phones are compatible with Shared lines
How to access Shared lines
How to set up a Shared lines group
How to view Shared lines devices
How to modify Shared lines details

Features of a Shared lines group

• 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 BT Cloud Phone Polycom phone devices
• Forward incoming calls to a specified extension after 2 to 16 rings
• Caller ID name is shown on hard phones when a call on hold is picked up via Presence or Shared Line Group.

Benefits of a Shared lines group

• Share a phone number across up to 16 desk phones
• Support up to 8 simultaneous calls in a Shared lines group (depends on phone model)
• Pick up calls on any shared device
• Put a call on hold and pick it up from another device in the group
• Own voicemail for a Shared lines group

How Shared lines work

When a call comes in, all phones in the group ring simultaneously. You can answer the call from any nearby phone. If the call is not for you, simply put it on hold and announce it (via Paging, for example). It can then be picked up on the same line from any other phone in the Shared lines group. 

What phones are compatible with Shared lines

The following Polycom desk phones support Shared lines:

• VVX 300
• VVX 400
• VVX 500
• VVX 301
• VVX 411
• VVX 601

How to access Shared lines

1. Log in as Administrator to the BT Cloud Work portal.
2. In the Admin portal, go to Phone System > Groups > Shared lines.

Account Administrators can set up a Shared lines group. Only unassigned phones can be added to the group. See Set Up a Shared Lines Group in the BT Cloud Phone Portal for more information.

How to view Shared lines devices

1. Log in as Administrator to the BT Cloud Work portal.
2. In the Admin portal, go to Phone System > Phones & devices > Shared lines.
3. Devices assigned to shared lines will be listed below the Phones assigned column. The Shared line column indicates the group to which these devices belong to. You will also see the number of lines and its extension assignments.

How to modify the Shared line details

1. Log in as Administrator to the BT Cloud Work portal.
2. In the Admin portal, go to Phone System > Groups > Shared lines.
3. Click a Shared lines group to configure and click Shared line details.
4. Under General settings allow you to change the Extension number, Group name, Manager email, and Password. Click Edit below Record group name, to ensure the group's name will be pronounced correctly by the Auto-Receptionist by spelling out how it should be pronounced or by recording its name. Click the Enable or Disable button below Status to enable or disable the group.
5. Click the Settings tab. You can change Regional settings, Business hours, Shared lines devices, and Confirmation Message. Click the Edit button below the setting to change.
6. Click Save.