Setting up call delegation in zoom
As the name implies, call delegation is an easy way for you to assign someone to handle your calls on your behalf. This is also known as shared line appearance, or shared appearance. In the event that an executive assigns the capability of making and receiving calls to his or her assistant, the assistant will be able to make and receive the calls on behalf of the executive. Our comparison of other routing methods may help you decide if call delegation is right for your situation if you are unsure.
The following terms are used in this article:
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A delegator is an individual who has been assigned phone privileges to another phone user or common area phone by the delegator. As many as 15 delegates can be delegated to each delegator. Send a request to Zoom Support if you would like to increase the number of delegates.
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A delegate is someone who uses a phone to make and receive calls on behalf of the delegator. They are also commonly known as an area phone. It is possible to assign each delegates to a maximum of 32 delegators at the same time.
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The shared lines are direct phone numbers that belong to the delegated but can be used by the other delegates of the delegated person.
You can use the following features after you have set up call delegation in your system:
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As a delegate, you will have access to the delegator’s direct phone numbers, which means you will also have the ability to make and receive calls on behalf of the delegator.
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The status of the shared lines can be viewed by both the delegator as well as the delegate.
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Calls can be placed on hold by the delegator and transferred from one delegate to the other by the delegate.
The Zoom mobile app, desktop client, or desk phone can all be used to delegate calls once the setup is complete.
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There has been a release of new features, including call delegation, on September 28, which is the subject of this article. It is recommended that you contact Zoom support if you are using a version of call delegation that is older than the current version.
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When you set up call delegation or change settings related to call delegation on a furnished desk phone assigned to the delegator or delegate, the phone may reboot several times.
This article covers:
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How to assign a delegate
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How to accept a delegation request and view delegators
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How to customize line keys
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How to view all delegators and delegates in the account (admin)
Prerequisites for setting up call delegation (shared lines appearance)
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Zoom Phone licenses and calling plans must be purchased by both the delegate and delegator
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Delegation policy setting enabled
How to assign a delegate
Please follow these steps if you would like to set up a delegation so that another phone user can make and receive calls on your behalf as a delegate. The admins can also assign delegates to phone users by following the steps detailed above.
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Zoom’s web portal can be accessed by signing in.
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Depending on whether you’re an administrator or a user of the phone, you’ll need to choose one of the following options when navigating the phone settings page:
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Phone user: Click on the Phone icon from the navigation bar, then click the Settings icon at the top of the screen.
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Admin: Click on the Phone System Management section in the navigation menu, and then click on the Users & Rooms section. The User Settings tab is found when you click the display name of the phone user.
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You will find this section under Delegation & Assistant. Click on the Add or Set button.
Note: When you are the administrator, you can click the lock button to prevent the associated phone user from changing or removing their delegation settings if you want to prevent them from changing or removing them. In order to lock the account, the admin must ask the user to accept the pending invite or accept the pending invite themselves before they can lock the account. There may be a pending invite for the user when the admin attempts to lock it. -
If you choose User or Common Area Phone, t
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hen enter your delegate’s phone number, then select the phone number you wish to assign as a delegate, and then click Send Invite.
Note: In order for the delegation request to be accepted, the delegate will have to accept it. -
Changing the privileges of a user can be done by checking the boxes below:
Note: The delegation settings can’t be changed by phone users if the admin has locked the delegation settings.-
Delegation Privileges
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Places Calls: With the help of your delegate, you can have your direct phone numbers used to make calls on behalf of you.
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Answer Calls: You can delegate your call answering duties to the delegate. Whenever there is an inbound phone call to the direct phone numbers of your business, they will receive a call notification.
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Pick Up Hold Calls: By placing the call on hold and informing the delegate that the call should be answered, you can transfer the call to the delegate.
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Privacy: You can enable the option to allow call locks to be enabled for the delegator by selecting the checkbox.
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Please repeat steps 5 and 6 if you wish to add additional delegates.
How to accept a delegation request and view delegators
Depending on what the request is, you can accept it before making and receiving calls on behalf of someone who has requested you as their delegate. If you would like to view the delegators you are delegating responsibilities to, please follow the steps below.
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The delegation setup is forced if you are an admin assigning a delegate to a phone user and the delegate does not have to accept the delegation request, as long as you’re an admin assigning a delegate.
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When the delegate views the settings of their phone in the web portal, they will be given a notification that they need to accept the delegation request. As long as the request has not been accepted by the delegate, you will see the Pending label. In the Delegation section, the name and extension of the delegation will appear after the delegate accepts the request.
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It is important to note that a Zoom Phone administrator needs to log in to the web portal and go to the Users & Rooms page in order to accept the delegation request if you are assigning a common area phone as a delegate.
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Zoom’s web portal can be accessed by signing in.
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Click the Phone option in the navigation menu on the left side of the page.
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Go to the Settings tab and click on it.
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You can accept a pending request to become a delegate in the Assistant for section by clicking the Accept button.
There will be a list of the delegators that you are assigned to, along with the call privileges that you have been given.
Note: If you no longer wish to be a delegate, contact the delegator so that they can remove your name from their list.-
Places Calls: If you have the direct phone number of the delegatee, you can make calls on their behalf.
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Answer Calls: If you have access to the delegator’s direct telephone number, you can answer incoming calls.
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Pick Up Hold Calls: If you wish to transfer calls to the delegatee, you can place the call on hold and inform them to pick up the call if they are available.
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How to customize line keys
A delegate or a delegate who has a desk phone that supports multiple line keys will be able to customize the order in which the shared lines appear and their aliases.
How to view all delegators and delegates in the account (admin)
It is available to the account owner or administrator to view all phones that have been delegated calling privileges as well as the associated shared lines if you are the account owner or administrator.
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Zoom’s web portal can be accessed by signing in.
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Select Phone System Management from the navigation menu and then select Shared Lines from the drop-down menu.
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To change the appearance of shared lines, click the Appearance tab.
On this page, you will find a list of all the delegators and delegates within the organization, along with the privileges they have been granted. -
For a more detailed look at these settings, click Details:
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The associated site (only visible if you have more than one site) is the location of the delegator.
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Extension number: A phone number that the delegator can be reached at.
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Delegation
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Assign delegation privileges to: When you click Add, you can select User or Common Area Phone from the dropdown menu, and then specify the phone user or common area phone you want to be the delegate. When you’re done, click Save. To remove a delegate from the delegation list, click on the “close” button on the action bar.
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Delegation Privileges: The delegate’s delegation privileges can be changed by using the checkboxes located at the bottom of the screen.
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Places Calls: Using the delegator’s direct phone numbers, the delegate is able to place calls on behalf of the delegator on their behalf.
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Answer Phone Calls: Delegates have the ability to answer phone calls on behalf of their delegators.
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Pick Up Hold Calls: It is possible for the delegate and the delegates to transfer calls between each other by placing the call on hold and requesting that the other party pick it up.
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Privacy: Make sure the privacy mode is enabled.
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Monitored: A monitoring group name is displayed if a monitoring group has been set up for this call delegation if call monitoring has been enabled. To edit the settings for call monitoring, click on the name of the group.
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All content and images credit goes to https://support.zoom.us