Setting Up Call Delegation and Shared Lines Follow

Overview

Note: This article covers the new call delegation and shared lines feature released on September 28, 2019. If you are using the old version of call delegation, contact Zoom support to upgrade it.

Call delegation 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.

Note: Provisioned desk phones assigned to the delegator or delegate will reboot several times when you set up call delegation or change settings related to call delegation and shared lines.

Here are some features you can use after setting up call delegation and shared lines:

  • The delegate can access the delegator's direct phone numbers, meaning they can make and receive calls on behalf of the delegator.
  • Both delegator and delegate can see the status of the shared lines.
  • The delegator and delegate can place calls on hold and transfer them to each other.

The following terms are used in this article:

  • The delegator is the phone user that assigns phone privileges to another phone user. Each delegator have up to 15 delegates.
  • The delegate is the phone user 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.

After setup, you can use call delegation and shared lines on the Zoom desktop client / mobile app or a desk phone.

This article covers:

Prerequisites

  • Delegator and delegate must have a Zoom Phone license and calling plan.

Assigning a Delegate

Follow these steps if you want to be a delegator and 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 Set or Add.
  5. Enter the name or email of the phone user you want to assign as your delegate, then click Save.

    The user's name and extension will appear in the Delegation section:
  6. Use the check boxes to change the delegation privileges of the delegate:
    • Places Calls: The delegate can make calls on your behalf using any of your direct phone numbers.
    • Answer Calls: The delegate can answer calls on your behalf. They will receive call notifications for inbound calls to your direct phone numbers.
    • Pick Up Hold Calls: You can transfer calls to the delegate by placing the call on hold and informing the delegate to answer the call.
  7. To add additional delegates, click Add and repeat steps 5 and 6.

Viewing Delegators you are Assigned to

You can view all the delegators that have assigned you as their delegate.

  1. Sign in to the Zoom web portal.
  2. Click Phone.
  3. Click the Settings tab.
  4. In the Assistant for section, you will see the delegators you’re assigned to, along with call privileges you have been granted.
    Note: Contact the delegator if you no longer want to be assigned as a delegate.

    • Places Calls: You can make calls on behalf of the delegator by using their direct phone numbers.
    • Answer Calls: You can answer incoming calls to the delegator's direct phone numbers.
    • Pick Up Hold Calls: You can transfer calls to the delegator by placing the call on hold and informing the delegator to answer the call.

Customizing Line Keys

Delegators or delegates with a desk phone that support multiple line keys can customize the order and aliases of shared lines.

Viewing All Delegators and Delegates in an Organization

If you are the account owner or admin, you can view all phones users that have delegated calling privileges and the associated shared lines.

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Company Info > Shared Lines.
    You will see a list of all delegators and delegates in the organization along with the assigned privileges.
  3. Click Details to view these call delegation and shared lines settings:
  • Site (only visible if you have multiple sites): The associated site of the delegator.
  • Extension number: The delegator’s extension number.
  • Delegation
    • Assign delegation privileges to: Click Add to assign additional delegates to the delegator. Enter the name or email of the phone user you want to assign as the delegate, then click Save. Click × to remove a delegate.
    • Delegation Privileges: Use the checkboxes to change the delegation privileges of the delegate.
      • Places Calls: The delegate can make calls on behalf of the delegator using their direct phone numbers.
      • Answer Calls: The delegate can answer calls on the delegator's behalf. 
      • Pick Up Hold Calls: The delegator and delegates can transfer calls to each other by placing the call on hold and informing the other party to answer the call.
Was this article helpful?