Note: 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.
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.
Before following this article, make sure to set up call delegation.
The following terms are used in this article:
You can also use call delegation on a provisioned desk phone. If enabled by your admin, you can also use call monitoring on phone users part of the same call delegation setup.
The delegator or delegate can select a shared line before making a call.
You will see your own direct phone numbers which are shared lines. To identify who has access to these shared lines, see your call delegation settings.
You will see the delegator’s name above the shared lines.
When the delegator makes a call after selecting a shared line, the delegate can see that the delegator is using the line.
Make a call after selecting a shared line.
Go to the Lines tab to display the name of the delegator using the shared line, number they are calling, and duration of the call.
The delegate can make calls on the delegator's behalf by selecting a shared line. The shared line will appear as busy for the delegator.
Go to the Lines tab to display the name of the delegate using the shared line, number they are calling, and duration of the call.
Make a call after selecting a shared line.
The delegator and delegate will receive call notifications when someone calls a shared line.
The call notification displays the number of the shared line.
The call notification displays the name of the delegator after Call for.
Note: If the delegator or delegate receives a call notification while they are busy on a phone, they can answer it and place the previous call on hold.
If the delegate or delegator receive a call on a shared line, they can answer a call on a shared line then transfer it to each other.
Note:
to answer the call on hold. in the Lines tab).
to answer the call on hold. in the Lines tab).If the delegator or delegate notices the other is busy on a call, they can still answer the call and transfer it.
Note: The screenshots below demonstrate a transfer from delegate to delegator. The same steps can be followed when transferring from delegator to delegate.
Answer the call on a busy shared lined and place it on hold for the delegator.
Go to the Lines tab to view the call that the delegate has placed on hold. Click the phone hold icon to answer the other call. The current call will be placed on hold.
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 phone user that made the deletion.
Call history entries are labelled so you can easily identify calls:
Note: These labels are not displayed when viewing call history in the web portal.
If a delegator or delegate records a call using a shared line, the call recording is only available to the person that made the recording.
For example, if the delegator recorded a call using a shared line, the call recording is available in the History tab:
The delegate will only see the associated call history entry (not the call recording):
Delegates and delegators can play and delete voicemail messages left for shared lines.
Voicemail messages for shared lines appear as regular voicemail messages.
Voicemail messages belonging to shared lines will be labelled with the delegator's name so you can easily identify them.
To only view voicemail messages belonging to shared lines:
