Using Call Delegation Follow

Overview

If you have Zoom Phone activated on your account, the call delegation feature allows you to assign another phone user to make and receive calls on your behalf. The following terms are used in this article:

  • The executive is the phone user that assigns phone privileges to another phone user.
  • The assistant is the phone user that can answers and make calls on the executive's behalf.

This article covers:

Prerequisites

  • Zoom desktop client for Mac or Windows
  • Zoom mobile app for iOS or Android
  • Zoom Phone license 

Assigning an Assistant 

Follow these steps if you want to assign another phone user to make and receive calls on your behalf.

  1. Sign in to the Zoom web portal.
  2. Click Phone.
  3. Click the Settings tab.
  4. In the Delegation section, click Add.
  5. Enter the name or email of the phone user you want to assign as your assistant, then click Assign.
    The user's will appear in the Delegation section:

    Note: The user assigned as the assistant will be able to remove the delegation in their Zoom Phone settings.

Using Call Delegation 

If you're using call delegation as the executive or assistant, keep these things in mind when using Zoom Phone features:

Making calls

The assistant can make calls using the any direct phone numbers assigned to the executive by changing their outbound caller ID before making a call.

Receiving calls

The assistant will receive call notifications when someone calls a direct phone number assigned to the executive. The call notification for the assistant will display the executive's name.

While in the call, the executive's name will display above the in-call controls.

If the assistant declines or misses the call, the call will be routed based the executive's business and closed hours. Missed or declined calls will not show in the assistant's call history.

Call history and voicemail

The assistant doesn't have access to the executive's call history or voicemails. Outgoing calls made using the executive's direct phone number will still display in the assistant's call history.

Call recording

If the assistant answers a call for the executive, they can record the call. The call recording will only be accessible on the assistant's account.

Call routing (auto receptionists)

If a call is routed to an executive through an auto receptionist, the assistant will receive a call notification. Auto receptionists allow your Zoom Phone admin to automatically answer and route calls.

Call routing (call queues)

If a call is routed to an executive through a call queue, the assistant will not receive any call notification.  Call queues allow your Zoom Phone admin to manage incoming calls so that they're routed to a specific group of users.

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