Setting Up Call Delegation

How to set up call delegation for a zoom phone number

Overview

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 to 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 can 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.

Below are some features you can use after setting up call delegation:

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.

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

How to assign a delegate

NOTE: The delegate will need to accept the delegation request. You will see a Pending label until the delegate accepts the request. After the delegate accepts the request, their name and extension will appear in the Delegation section. If you're assigning a common area phone as a delegate, a Zoom Phone admin needs to sign in to the web portal and go to the Users & Rooms page to accept the delegation request.

Sign in to the Swarthmore Zoom web portal.
Click Phone in the left-side navigation menu, which will load your zoom phone settings.
Scroll down to Delegation & Assistant section.
Click Set or to assign delegation privileges.
Select User or Common Area Phone, then specify the phone user or common area phone you want to assign as your delegate.
Click Send Invite.
After the delegate accepts the delegation request, check boxes will appear to select delegation privileges. Use the check boxes (shown below) to select privileges:

Delegation Privileges
- 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.)
  
  Privacy
- Provide call locking option to prevent delegate(s) from picking up a held call or monitoring a call (when configured). This option allows the delegator to lock the call while in a call. Locking the call will prevent other phone users from picking up a held call if the delegator places the call on hold .
To add additional delegates, click Add and repeat steps 5 and 6.

How to accept a delegation request and view delegators

If someone requested you as their delegate, you must accept the delegation request before you can make and receive calls on their behalf. You can also follow these steps to view the delegators you have accepted delegation responsibilities for.

NOTE: If an admin assigns a delegate for a phone user, the delegation setup is forced and the delegate will not have to accept the delegation request.

Sign in to the Swarthmore Zoom web portal.
Click Phone in the left-side navigation menu, which will load your zoom phone settings.
Scroll down to the Assistant for section.
Click Accept.
You will see the delegator you’re assigned to, along with the call privileges you have been granted:
- 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.
Contact the delegator if you no longer want to be assigned as a delegate.