Setting up call delegation

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. If you're unsure that call delegation fits a use case, see our comparison of other routing methods.

The following terms are used in this article:

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

After setup, you can use call delegation on the Zoom Workspace app or a desk phone.

Notes:

This article covers:

Prerequisites for setting up call delegation (shared lines appearance)

Note: Each phone user with call delegation can belong to multiple call delegation setups or shared line groups.

How to assign a delegate

Account

Account owners and admins can follow these steps to assign a delegate to a phone user.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the Users tab.
  4. Click a phone user's display name, then click the User Settings tab.
  5. Under Delegation & Assistant, locate the Delegation feature and click Set or Add.
  6. Under Assign delegation privileges to, click the dropdown menu and select User or Common Area Phone.
  7. Specify the phone user or common area phone you want to assign as your delegate, then click Invite.
    Note: The delegate will need to accept the delegation request.
  8. Under Delegation Privileges, use the checkboxes to change the privileges:
  9. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.
    Note: If there is a pending invite for the user when the admin tries to lock it, you need to ask the user to accept or accept the pending invite yourself before you can lock.
  10. (Optional) To add additional delegates, click Add.

User

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. In the navigation menu, click Phone.
  3. Click the Settings tab.
  4. Under Delegation & Assistant, locate the Delegation feature and click Set or Add.
  5. Under Assign delegation privileges to, click the dropdown menu and select User or Common Area Phone.
  6. Specify the phone user or common area phone you want to assign as your delegate, then click Invite.
    Note: The delegate will need to accept the delegation request.
  7. Use the checkboxes to change the privileges:
    Note
    : If an admin locked the delegation settings, phone users can't change these privileges.
  8. Click the VIP Delegation toggle to enable or disable it.
    You can choose who can call you directly by setting up a VIP contact group and allowing only this set list of users to contact you directly. Routing options are limited if no delegate has been assigned with Answer Calls privileges.
    Note: This setting is only available with Zoom app 5.13.0 or later.
    1. Under VIP Contacts, click the dropdown menu and determine the routing sequence of contacts who can call you directly as determined by your Call Handling settings.
      Note: This contact group can be managed directly on the Zoom app under Contacts.
    2. Under Everybody Else, click the dropdown menu and determine the delegation sequence of all other callers.
      If a call is not answered by the end of the delegation sequence, it will follow the call overflow or call waiting settings of the delegator.
    3. Click Save.
  9. (Optional) To add additional delegates, click Add.

How to manage delegation requests and view delegators

If someone requests you as their delegate, you can 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.

Notes:

Accept a delegation request

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone.
  3. Click the Settings tab.
  4. In the Assistant for section, click Accept to accept a pending request to be a delegate.

Opt in or opt out of receiving calls

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone.
  3. Click the Settings tab.
  4. In the Assistant for section, view the delegator you’re assigned to, along with the call privileges you have been granted:
  5. Under Receive calls for delegators, click View or Edit.
    Note
    : If you are not granted the Opt In/Out privilege, then you can only View the delegators.
    A pop-up window will appear.
    1. In the window, click the toggles to opt in or opt out from receiving calls from the following:
      Note: If granted the Opt In/Out privilege, the delegate can opt in or opt out of a delegator or shared line appearance.
      • Shared Line Appearances: If the delegate opts out of the shared line appearance (SLA), they will not receive any incoming calls for the delegator on either the Zoom app or desk phones.
      • Delegator: If the delegator has the Opt In/Out privilege, they can opt out of calls for any delegator.
    2. Click Save.

How to customize line keys

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

How to view all delegators and delegates in the account (admin)

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

Shared Line Appearances

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Phone System Management then Shared Lines.
  3. Click the Shared Lines Appearance tab.
    You will see a list of all delegators and delegates in the organization along with the assigned privileges.
  4. Click Details to view these call delegation settings: