Setting up call delegation in Zoom App

This post was most recently updated on July 23rd, 2022

The use of call delegation (also known as the appearance of a shared line) can be seen as a simple way for people to use their phones to assign other people to take their calls on their behalf. For instance, it is possible for executives to assign their assistants the privilege of making and receiving calls on their behalf so that the assistants can be able to act on the executive’s behalf. See our comparison of other routing methods if you are unsure about whether or not call delegation is the best option for your use case.

This article uses the following terms to describe what it is about:

  • It is the delegator that determines whether or not other phone users or common area phones should be allowed to use the phone privileges of the delegator. As many as 32 delegates can be delegated to each delegate.
  • Delegates are phone users who make and receive calls on behalf of their delegators. The maximum number of delegators per delegate is 32.
  • The delegator’s shared lines belong to them, but their delegates can use them.

Following the call delegation setup, you can take advantage of the following features:

  • In other words, the delegate can make and receive calls on behalf of the delegator using the delegator’s direct phone numbers.
  • The shared lines can be viewed by both the delegate and the delegate.
  • Calls can be placed on hold and transferred between the delegate and delegator.

A desk phone or Zoom desktop client can be used to delegate calls after setup.

Notes:

  • On September 28, 2019, a new feature called call delegation was released. You can upgrade your call delegation version if you are using an older version.
  • If you set up or change call delegation settings for provisioned desk phones, they will reboot several times.

This article covers:

  • How to assign a delegate
  • How to accept a delegation request and view delegators
  • How to customize line keys
  • How to view all delegators and delegates in the account (admin)

Prerequisites for setting up call delegation (shared lines appearance)

  • Zoom Phone license and calling plan are required for delegate and delegate
  • Policy settings for delegation are enabled

Note:

Multiple call delegation setups or shared line groups can be assigned to a single phone user with call delegation.

How to assign a delegate

You can delegate the responsibility of making and receiving phone calls on your behalf to another user by following these steps. Administrators can also assign delegates to phone users by following these steps.

  1. Zoom’s web portal requires you to sign in.
  2. Follow one of these options to navigate the phone settings page depending on if you’re a phone user or admin:
    • Phone user:
    • To access the Settings tab, click Phone in the navigation menu.
    • Admin:
    • Select Users & Rooms from the navigation menu. The User Settings tab appears when you click a phone user’s display name.
  3. Delegation & Assistants can be set or added by clicking Set.
    Note:
  4. You can disable the associated phone user’s delegation setting by clicking the lock button if you’re an admin. When the admin attempts to lock a user, there is an pending invite for the user that needs to be accepted, or you must accept it yourself.
  5. If you would like to assign a user phone or a common area phone to serve as your delegate, select User or Common Area Phone.
    Note:
  6. Delegation requests must be accepted by the delegate.
  7. You can change the privileges by checking the boxes:
  8. Note:
  9. Phone users cannot change delegation settings if an admin has locked them.
    • Privileges delegated
      • Places Calls:
      • Delegates can use any of your direct phone numbers to make calls on your behalf.
      • Answer Calls:
      • You can delegate the responsibility of answering calls to the delegate. Call notifications will be sent when inbound calls are received at your direct phone numbers.
      • Pick Up Hold Calls:
      • When a call is placed on hold and the delegate is notified to answer, you can transfer the call to the delegate.
    • Privacy:
    • Allow the delegate to lock a call in privacy mode by checking the box.
  10. Repeat steps 5 and 6 to add additional delegates.

How to accept a delegation request and view delegators

As a delegate, if someone has requested that you step into their shoes and make and receive calls on their behalf, then you must accept their request before you are able to assist them. It is also possible to view the delegation responsibilities that you have accepted on behalf of the delegators by following these steps.

Notes:

  • The delegation setup is forced for all admins who assign delegates for phone users, which means the delegate does not have to accept a delegation request if he/she is an admin.
  • As the delegate views their phone settings on the web portal, they will be notified of a delegation request they need to accept. Pending labels will appear until the request is accepted by the delegate. In the Delegation section, the delegate’s name and extension will appear after accepting the request.
  • As soon as you assign a Zoom Phone phone to be a delegate, you will need to sign in to the Zoom Phone web portal and go to the Users & Rooms page to let the Zoom Phone admin know what has been done.
  1. Using the Zoom web portal, sign in to your account.
  2. Select the Phone option from the navigation menu on the left.
  3. Click on the Settings button on the left side of the screen.
  4. You can accept a request for delegating at any time by clicking the Accept option in the Assistant for section.
    Your delegator will be displayed along with the privileges you have been granted, along with the delegator to whom you are assigned.
    Note:
  5. Delete your delegate assignment by contacting the delegator.
    • Places Calls:
    • Using the delegator’s direct phone number, you can make calls on their behalf.
    • Answer Calls:
    • Incoming calls can be answered directly by the delegator.
    • Pick Up Hold Calls:
    • Placing the call on hold and informing the delegator to answer the call will allow you to transfer the call to the delegator.

How to customize line keys

There are a number of options available to delegates or delegatees with a desk phone that has a number of lines keys that can be customized.

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

A user that has been delegated calling privileges and the shared lines with which the delegated privileges are associated can be viewed in the account owner or admin section of the account.

  1. Using the Zoom web portal, sign in to your account.
  2. Select Phone System Management from the menu of the navigation bar, and then click Shared Lines in the submenu.
  3. To change the appearance of shared lines, click the Appearance tab.
    This is a list of all delegators and delegates, as well as their privileges, that have been assigned to them in the organization.
  4. Click Details to view these call delegation settings:
  • Site (only visible if you have multiple sites):
  • It is the site that is associated with the delegator.
  • Extension number:
  • A number that identifies the delegate.
  • Delegation
    • Assign delegation privileges to:
    • Specify which phone user or common area phone you want to add as your delegate by clicking Add and selecting User or Common Area Phone, then click Save. To remove a delegate, click the close button (*).
    • Delegation Privileges:
    • Delegate privileges can be changed using the checkboxes.
      • Places Calls:
      • In addition, the delegate has access to the delegator’s direct phone number and can make calls on behalf of the delegator.
      • Answer Calls:
      • Delegates can answer calls on behalf of their delegators.
      • Pick Up Hold Calls:
      • In order to transfer a call from one party to another, the delegator and delegates must place the call on hold and inform the other party that the call has been placed on hold.
    • Privacy:
    • The privacy mode should be enabled.
    • Monitored:
    • When call monitoring is configured for this call delegation, the monitoring group’s name is displayed. The call monitoring settings can be edited by clicking the group name.