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Using call delegation (desk phones) Follow

Overview

Important:

  • This article covers the new call delegation feature released on September 28, 2019. If you are using the old version of call delegation, contact Zoom support to upgrade it.
  • The screenshots in this article were taken from a Polycom VVX450, Yealink T56A, and AudioCodes 450HD. Your phone's interface may be different. The content in this article applies to most supported desk phones.

Call delegation (also known as shared line appearance) provides an easy way for phone users to assign others to handle calls on their behalf. For example, an executive can assign calling privileges to their assistant, allowing the assistant can make and receive calls on the executive’s behalf.

The following terms are used in this article:

  • The delegator is the phone user that assigns phone privileges to another phone user or common area phone. Each delegator have up to 15 delegates.
  • The delegate is the phone user or common area phone that makes and receives calls on the delegator's behalf. Each delegate can be assigned to a maximum of 15 delegators.
  • Shared lines are direct phone numbers that belong to the delegator but can be used by their delegates.

This article covers:

Prerequisites

 

Shared line labels

After setting up call delegation, the lines on your phone will be labelled as follows:

Delegator

  • If you only have one direct number, the line key will display your name.
  • If you have more than one direct number, the line keys will display the number.

Delegate

  • If you only have one direct number or don't have a direct number, the line key will display your name.
  • If you have more than one direct number, the line keys will display the number.
  • All shared lines (direct phone numbers that belong to the delegator) will display the number.

Note: You can customize the order and appearance of shared lines to help you identify them.

 

Selecting a shared line

The delegator or delegate can select a shared line before making a call. Follow these quick start guides or instructions:

  • Polycom VVX series
  • Yealink T4 or T5 series
  • AudioCodes
    • 445HD: The 445HD has two separate screens (main screen and sidecar). Use the main screen to select a line. The sidecar can be used as the storage for speed dial and answering held calls from the delegator. Use the line keys to the right and left of the time to select a shared line.
    • 450HD: The 450HD has two sections to show line keys. The top bar is designed for picking up held calls from the delegator. Use the line keys to the right and left of the time to select a shared line.

Delegator

Go to the phone's home screen to see your own direct phone numbers which are shared lines. To identify who has access to these shared lines, see your call delegation settings.

Note: You can customize the order and appearance of shared lines to help you identify them. 

Polycom

Yealink

Delegate

You can see all shared lines on your phone's home screen. The line labelled with your name is only accessible by you. 

Note: If you more than one direct phone number, your lines will not be labelled differently than the shared lines. You can customize the order and appearance of shared lines to help you identify them. 

Polycom

Yealink

 

Making a call (delegator)

When the delegator makes a call after selecting a shared line, the shared line is marked as busy.

Delegator

Make a call after selecting a shared line.

Polycom

 

Yealink

 

Delegate

Go to the phone's home screen to see that the line is busy. This is usually indicated by a red icon. If your phone has line keys, the indicator light will turn solid red.

Polycom

 

Yealink

 

AudioCodes

Note: If your phone also has a sidecar, the indicator light will also turn solid red.

 

Making a call (delegate)

The delegate can make calls on the delegator's behalf by selecting a shared line. The shared line will be marked as busy.

Delegator

Go to the phone's home screen to see that the line is busy. This is usually indicated by a red icon. If your phone has line keys, the indicator light will turn red.

Polycom

 

Yealink

Delegate

Make a call after selecting a shared line.

Polycom

 

Yealink

 

 

Receiving a call

The delegator and delegate will receive call notifications when someone calls a shared line. The call notification will indicate the shared line that is receiving the call.

If you have a phone with physical line keys, the indicator light will blink red.

Delegator

Polycom

 

Yealink

Delegate

Polycom

 

Yealink

 

Transferring a call

The delegate can make or receive a call on a shared line then transfer it to the delegator:

Note: The screenshots below demonstrate a transfer from delegate to delegator. The same steps can be followed when transferring from delegator to delegate.

  1. Delegate: Make or receive a call then place it on hold using the call controls.

  2. Delegator: The line on hold will have one of these indications:
    • Hold or Public Hold label
    • red icon
    • hold icon 
    • blinking red light if your phone has line keys

  3. Delegator: Answer the shared line that is on hold. 
    • Phone with line keys: Press the line key for the shared line that is on hold.
    • Phone with touchscreen: Tap the shared line that is on hold.
    • AudioCodes HD445 and HD450: In the top bar, tap the line key with a 1 on the top-right corner, then tap the option with the hold icon .
  4. When the call is finished, the delegator can end the call or transfer the call back to the delegate using the same process (place the call on hold then inform the delegate to answer the call).

 

Transferring a call on a busy line

If another call comes in to a busy shared line, the delegator or delegate can answer the call and place it on hold. 

Note: The screenshots below demonstrate a transfer from delegate to delegator. The same steps can be followed when transferring from delegator to delegate.

Delegate

Answer the call on a busy shared lined and place it on hold for the delegator.

Polycom

 

Yealink

Delegator (currently on a call)

Tap the shared line or press the associated line key to answer the shared line that is on hold. Look for a Hold / Public Hold label, red icon, hold icon , or blinking red light if your phone has line keys. The current call will be placed on hold.

Polycom

 

Yealink

 

Viewing call history

Delegates and delegators can view all call history for the shared lines. If a delegator or delegate deletes a call history entry related to a shared line, the entry will only be deleted for the person that made the deletion. You can view call history entry details to identify the shared line.

See these quick start guides for instructions:

 

Viewing voicemail inbox

Delegates and delegators can play voicemail messages left for shared lines.

Note

  • Desk phones do not support downloading and deleting messages, and playing messages that the delegator or delegate have already listened to. Use the Zoom desktop client, web portal, or mobile app to manage your voicemail.
  • We recommend using the Zoom desktop client to check voicemail for shared lines so you can easily identify messages. It can be difficult for delegates to identify who the voicemail was left for when using a desk phone to check voicemail for shared lines.