Using call delegation (desk phones) in zoom App

Overview

Important:

• On September 28, 2019, a new call delegation feature was released which will be covered in this article. It is imperative that you upgrade your call delegation to the newest version if you are using the old one.
• There is also the possibility that your phone may have a different interface than the ones depicted in this article. The screenshots were taken from a Polycom VVX450, Yealink T56A, and AudioCodes 450HD/445HD. All desk phones are covered in this article.
• Delegators and delegates will also find instructions in this article. Depending on your role, you may need to refer to specific sections.

Telephone users can easily assign others to handle calls on their behalf with call delegation (also known as shared line appearance). An executive, for example, can give his or her assistant call-making privileges, so that the assistant is able to answer and place calls on the executive’s behalf.

The following terms are used in this article:

• An assignor or delegator is the person who assigns phone privileges to another person or device, such as a common area phone or another phone. The assignor or delegator has a maximum of 15 delegates.
• Delegates are the individuals who make and receive calls on behalf of the delegate on behalf of the phone user or common area phone. There is a maximum of 15 delegates per delegate.
• Delegates can use the delegator’s direct phone numbers that are owned by the delegate but also belong to the delegate.

Prerequisites

• Delegation of calls is supported by the desk phone
• A Zoom Phone license and calling package is required for the delegate and the delegate
• Calling delegation must be setup in Zoom.
• Admins must enable delegation policies.

 

Shared line labels

The following labels will appear on your phone after you have set up call delegation:

Delegator

• A line key will display your name only if you have one direct number.
• The line keys will display the number of the direct number if you have more than one.

Delegate

• Alternatively, if you have no direct number or only one direct number, your name will be displayed on the keypad.
• There is no limit to how many direct numbers you can have on the line keys.
• Direct phone numbers associated with the delegate will display on all shared lines.

Note:

Shared lines can be sorted and arranged according to your preferences to help you identify them.

 

Selecting a shared line

Using a shared line is one of the methods by which the delegate or delegate may make a call. Please follow the instructions below:

• VVX series by Polycom
• or Yealink T4 or T5
• AudioCodes
  • 450HD: The 450HD displays line keys in two sections. For this purpose, the line keys on either side of the time are used to select the shared line. You can monitor the status of your calls from the top bar. You can also pick up calls that have been delegated to you. Simply tap the line. In addition, you can select the navigation control by pressing on the up and down arrow keys, and then pressing the OK key.

• • 445HD: A sidecar screen is displayed in addition to the main screen. A line can be selected from the main screen. In order to select a shared line, use the line keys in the right-hand and left-hand corners of the time/date. It is possible to store speed dials into the sidecar and answer incoming calls from the delegator using the sidecar. All you need to do is press the line key adjacent to the line you want to use. It is also possible to select the control using the navigation control by pressing either up or down, and then pressing the OK key.

Delegator

Your own direct phone numbers can be found on the home screen of the phone. Please refer to your call delegation settings to determine which individuals have access to these shared lines.

Note: Shared lines can be sorted and arranged according to your preferences to help you identify them.

Polycom

Yealink

AudioCodes

Delegate

On your phone’s home screen, you can see all shared lines. Your name appears on the line you can view only.

Note: You will not see a difference between your shared and direct phone numbers if you have more than one direct phone number. To help you identify shared lines, you can customize their appearance and order.

Polycom

Yealink

AudioCodes

Making a call (delegator)

An icon or an indicator light tends to indicate that the shared line is busy (usually in the form of a red icon) when the delegator selects a shared line after making a call.

Delegator

Select a shared line and make a call.

Delegate

To check whether the line is busy, go to the home screen of your phone. Red indicates that the line is busy. The indicator light will turn solid red if your phone is equipped with physical line keys.

Polycom

Yealink

AudioCodes

 

Making a call (delegate)

Using a shared line, the delegate can make calls on behalf of the delegate. When the shared line is busy, the delegate will be notified.

Delegator

You can see that the line is busy on the home screen of the phone. In most cases, the icon will be red. Your indicator light will also turn red if you have line keys.

Polycom

Yealink

AudioCodes

Delegate

Select a shared line and make a call.

 

Receiving a call

Calls made to the shared line will be forwarded to the delegate and the delegate. You will receive a notification when a call is received on the shared line.

A physical line key phone will have a red indicator light.

 

Transferring a call

A delegate has the option of making or receiving a call on a shared line, and then transferring it to the delegates:

Note:

The screenshots below show how delegates are transferred to delegators. It is possible to transfer from a delegate to a delegate using the same steps.

1. Delegate:
2. Using the call controls, you can place an incoming or outgoing call on hold.
3. Delegator:
4. There will be an indication of the line on hold.
   • On Hold, Hold, or Public Hold will be displayed.
   • The icon will be red.
   • Icon for Hold
   • Hold
5. Holding the line key will flash red.
6. Delegator:
7.  I have a shared line on hold and you need to respond.
   • Phone with line keys:
   • If the shared line that is on hold has a line key, you will have to press it.
   • Phone with touchscreen:
   • Click the hold icon next to the shared line.
   • AudioCodes HD450:
   • The top bar should show you a 1 and an option with a hold icon. Tap the icon and then the line key.
   • AudioCodes HD445:
   • Tap the line key on the sidecar.
8. Once the call has ended, the delegate can end the call now or transfer the call to the delegates by following the same process (place the call on hold and inform the delegates to answer the call).

 

Transferring a call to a busy line

During a busy time, the delegate or delegator may answer a second call coming in to the shared line and place the call on hold.

Note:

A transfer from delegate to delegate is shown in the screenshots below. It is possible to transfer delegate to delegate by following the same steps.

Delegate

Put the call on hold for the delegater on a busy shared line.

Delegator (currently on a call)

If one of these indications is present on the line on hold, look for it:

• Labels such as Hold, Public Hold, and On Hold
• Have a red icon
• Hold on for
• When your phone has a line key, you will see a blinking red light

Tap the shared line or press the line key associated with the shared line to answer the shared line that is on hold. The current caller will be returned the call once it has been put on hold.

AudioCodes 450HD:

The line key with a 1 in the top-right corner of the panel will appear. With 1 selected, tap the option with a hold symbol on the panel.

AudioCodes HD445:

Line up the sidecar by pressing the line key.

Viewing call history

Shared lines can be viewed by delegates and delegators. By deleting a call history entry associated with a shared line, a delegate or delegate will only delete that entry for that person. Details of call history entries can be found by viewing them.

Instructions can be found in these quick start guides:

• Series of Polycom VVX
• And Yealink T4 and T5

 

Viewing voicemail inbox

Voicemail messages left on shared lines can be played by delegates and delegates.

Note:

• Desk phones do not support deleting or downloading messages, or playing messages that have already been heard by a delegate or delegates. Manage your voicemail using the Zoom desktop client, the Zoom web portal, or the Zoom mobile app.
• To easily identify messages on shared lines, we recommend using the Zoom desktop client. When using a desk phone to check voicemail on shared lines, delegates may have difficulty identifying the recipient of the voicemail.