Using call delegation (client or app) in zoom

‘Call delegation’ is also known as ‘shared line appearance’ and it provides a simple way for phone users to assign others to handle their calls on their behalf when they are not available. An executive, for example, can authorize their assistant to be able to place and receive phone calls on behalf of the executive by assigning them calling privileges.

If you wish to follow this article, please ensure that your call delegation has been set up before following it.

Here are some terms that are used in this article:

• As the name suggests, the delegator is the person who assigns phone privileges to another phone user or common area phone system. It is possible for each delegate to have a maximum of 15 delegates.

• It is the delegate who makes and receives calls on behalf of the delegator when it comes to a phone user or common area phone. The number of delegators that can be assigned to each delegates is limited to 15 in total.

• There are direct phone numbers that belong to the delegator, but can also be used by their delegates if they wish to use them.

If you have a provisioned desk phone, you can also use call delegation on that device. You can also use call monitoring on phone users who are part of a call delegation setup if it has been enabled by your admin.

This article covers:

• How to select a shared line

• How to make a call (delegator)

• How to make a call (delegate)

• How to receive a call

• How to transfer a call

• How to transfer a call on a busy line

• How to view call history

• How to view call recordings

• How to view voicemail inbox

Prerequisites for using call delegation on the desktop client or mobile app

• Zoom desktop client for Windows or macOS, version 4.5.4 or higher

• Zoom mobile app for Android or iOS, version 4.5.5 or higher

• Delegator and delegate must have a Zoom Phone license and calling package

• Call delegation set up in the Zoom web portal

• Delegation policy setting enabled by your admin

How to select a shared line

A shared line can be selected by the delegate before making a call by the delegator or delegate.

Delegator

1. You will need to sign in to the Zoom desktop client or Zoom mobile app.

2. The phone will appear when you click or tap it.

3. Under the dial pad, you will find a Caller ID menu that you can click or tap on.

It is important to note that you will see your own direct phone numbers, which are shared numbers. You can check your call delegation settings in order to find out who has access to these shared lines.

Delegate

1. Zoom can be accessed via the desktop client or the mobile app.

2. You can tap or click on the Phone icon.

3. Under the dial pad, you will find a Caller ID menu that you can click or tap on.

It will be easy for you to see who the delegator is by looking at the shared lines.

How to make a call (delegator)

It is possible for the delegate to see that the delegator is using the shared line when the delegator makes a call after he or she has selected one.

Delegator

As soon as you have selected a shared line, you can place a call.

Delegate

You will then be able to see the name of the delegator using the shared line, the number that they are calling, and the duration of their call by clicking the Lines tab.

How to make a call (delegate)

Selecting a shared line allows the delegator to use the delegate’s number when making a call on the delegator’s behalf. In the case of shared lines, the delegator will see that the line is busy.

Delegator

The Lines tab allows you to view information about the delegate who is using a shared line, the number they are calling, and the duration of the call that is being made.

Delegate

As soon as you have selected a shared line, you can place a call.

How to receive a call

When someone calls a shared number, a call notification will be sent to the delegator and delegate.

Delegator

In the call notification, the shared line number is displayed along with the caller’s number.

Delegate

Upon receiving a call notification, the delegator’s name will be displayed after the call is placed.

How to transfer a call

There is also the option of the delegate or delegatee answering a call on a shared line then transferring it to each other if they receive a call on a shared line.

Desktop

1. Delegate: You can place the call on hold by clicking the Hold button in the call control panel.

   

2. Delegator: When you click on the Lines tab, you will be able to view the call that the delegate has put on hold.

3. Delegator: Press the hold icon on the phone

    If you are on hold, please answer the call.

4. It is possible for the delegate to end the call when the call is completed or transfer it back to the delegate using the same process (the call will be put on hold then the delegate will be informed to pick up the call by clicking the phone icon at the bottom of the screen) .

   in the Lines tab).

Mobile

1. Delegate: You can place the call on hold by tapping the Hold button in the call control panel.

   

2. Delegator: From the Lines tab, you will be able to view the call that the delegate has placed on hold.

   

3. Delegator: Press the hold icon on the phone

    There is a call on hold and I would like to answer it.

4. As soon as the call has been finished, the delegate can end the call or transfer the call back to the delegate using the same process (placing the call on hold and informing the delegate to answer the call by clicking the phone icon when the call is complete).

   in the Lines tab).

How to transfer a call on a busy line

It is still possible to answer the call and transfer it to the other person if the delegate or delegator notices the other person is busy on a call.

Delegate

I answered the call on a busy shared line and placed it on hold for the delegated person to pick up.

Delegator (currently on a call)

The Lines tab can be accessed to find out which call has been placed on hold by the delegate. In order to answer the other call, you will need to click on the hold icon on the phone. A hold will be placed on the current call while it is on hold.

How to view call history

All the call history information for the shared lines can be accessed by delegates and delegators. Delegators or delegates who delete a call history entry related to a shared line will only be able to delete the entry for the phone user that made the deletion.

You can easily identify calls in the call history by looking at the labelled entries:

Delegator

• It will not be possible for you to attach a label to any outgoing calls that you make.

• Using a shared line, the delegate made an outgoing call for you using the phone number provided by you.

• There will be no label attached to the calls that you answer on your behalf.

• The call was answered by (delegate name) on your behalf: This call was answered by a delegate on a shared line using the delegate’s name.

Delegate

• Outgoing by (delegator name): The delegator used a shared line to make an outgoing call on his behalf.

• Outgoing by you for (delegator name): This was an outgoing call that was made using a shared phone line.

• Answered by (delegator name): A call was received on the shared line and was answered by the delegator.

• Answered by you for (delegator name): The shared number was ringing and the call was answered by you.

How to view call recordings

It should be noted that if a delegate or delegator records a call using a shared line, the recording will only be available to the delegate or delegate who recorded the call in the first place.

A recording of a phone call that was made using a shared line might be available in the History tab of the system if the delegator recorded the call.

There is only one entry in the call history that the delegate will have access to (not the recording of the call):

How to view voicemail inbox

In addition to playing and deleting voicemail messages left on shared lines by delegates and delegators, they can also listen to them.

• All associated delegates and delegations will be notified if any voicemail messages are deleted by a delegate or delegation as soon as it is deleted by the delegate or delegation.

• There is a possibility that if a delegate or delegater plays an unplayed voicemail message, that message will be displayed as played for all other delegated or delegated individuals.

• As a delegate, you can access voicemail messages via the Zoom desktop client, the Zoom mobile app, as well as the Zoom web portal.

Delegator

In the case of shared lines, voicemail messages are displayed as regular voicemail messages.

Delegate

Messages that belong to shared lines will be marked with the name of the delegator, so that it is easier for you to identify them.

It is possible to view voicemail messages only from shared lines by following the following steps:

1. The Voicemail tab can be accessed by clicking or tapping on the drop-down menu below it.

2. You can select the delegator’s name only by using the check boxes at the bottom of the window.

3. 
   

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