Using call delegation (desk phones) In Zoom App

Telephone users can assign others to take calls on their behalf using call delegation (also known as shared line appearance). One can, for example, grant their assistant the ability to make and receive calls on their behalf, allowing the assistant to act as the executive’s assistant.

This article uses the following terms in its discussion:

  • A delegation is a phone user who assigns the phone privileges of another user to another user or to the common area line by using the delegation app. It is possible for a user to delegate up to fifteen users.
  • The delegate is the person who makes and receives calls on behalf of the delegater, whether it’s a phone user or a telephone in the common area. There is a maximum of 15 delegates that can be assigned to a single delegate.
  • Historically, shared lines have been telephone numbers that are owned by the delegate, but can be used by other delegated individuals.

Important:

  • As of the 28th of September, 2019, a new feature has been released that allows you to delegate calls. To upgrade your call delegation, please contact Zoom support if you use the old version of the feature.
  • There are several touchscreen phone manufacturers whose interfaces differ from Polycom’s VVX450, Yealink’s T56A, and AudioCode’s 450HD/445HD. The interface of your phone may differ slightly. Although this article applies to the majority of them, it may not apply to all of them.
  • Here are some instructions for delegates and delegators in this article. Please refer to the relevant sections if you require more information.

Prerequisites

  • Delegation of calls supported by desk phone
  • A Zoom Phone license and calling package is required for both the delegate and the delegate
  • In order to set up a delegation of calls in Zoom Online.
  • You will need your administrator’s permission to enable this feature.

 

Shared line labels

When call delegation has been set up on your phone, you will find that your lines will be labeled as follows:

Delegator

  • You will be able to see your name on the line key if you only have one direct number.
  • You can see the number of any direct number displayed on the line key if you have more than one.

Delegate

  • The line key will display your name if you have only one direct number or if you do not have any direct numbers.
  • There will be a number displayed on the line keys if you have more than one direct number.
  • This information is displayed on all shared lines (direct lines that are owned by the delegator).

Note: To help you identify shared lines, you can customize their appearance and order.

 

How to select a shared line

Before making a call, the delegate or delegator can choose a shared line. To get started, please refer to the following information:

  • VVX series from Polycom
  • As well as the T4 or T5 series from Yealink
  • AudioCodes
    • 450HD: Line keys are displayed in two sections on the 450HD. You can select a shared line by using the keys to the left and right of the time. Calls that are being held by the delegator can be picked up by using the top bar. Simply tap the line. The navigation control can also be selected by pressing up or down on it, and then pressing OK.

    • 445HD: Unlike the 445HD, the 445HD has two screens (the main screen and the sidecar screen). You can select a line using the main screen. In order to select a shared line, you must select the order keys which are located on either side of the date/time. You can store speed dials from your delegate in the sidecar and respond to them from there. You can do this by pressing the line button next to a line. As an alternative to using the navigation control, you may choose it by pressing up or down on it and pressing OK afterwards.

Delegator

You can find your direct phone number from the device’s home screen. See your call delegation settings to determine which users have access to the shared lines.

Note: To make sure that shared lines can be identified more easily, you can customize the order in which they appear.

Polycom

Yealink

AudioCodes

Delegate

From your phone’s home screen, you will be able to see all the shared lines you have. Only you will be able to view the line labeled with your name.

Note: You will not be able to distinguish your direct lines from shared lines if you have more than one direct number. Shared lines can be arranged in a specific order or appear in a specific way to make it easier for you to identify them.

Polycom

Yealink

AudioCodes

How to make a call (delegator)

After a shared line is selected and a call is placed from the delegator, the shared line becomes busy (usually indicated by a red icon or light that indicates that the shared line is busy).

Delegator

After you have selected a shared line, you can make a call.

Delegate

Look at the home screen of the phone to see if the line is occupied. The icon usually appears red when the line is occupied. There is an indication light that turns solid red when the phone has physical line keys.

Polycom

Yealink

AudioCodes

How to make a call (delegate)

The delegates can make phone calls on behalf of the delegates by selecting a shared line. A busy icon will appear on the shared line.

Delegator

You can check the line’s status on the home screen of the phone. Red icons usually indicate the status. Red indicator lights appear when the line is active.

Polycom

Yealink

AudioCodes

Delegate

Select a shared line and call.

How to receive a call

The delegates and the caller will be notified when someone calls a shared line. They will be provided with the number of the shared line that received the call.

When anyone with a phone with physical line keys uses it, the indicator light will blink red.

 

How to transfer a call

Delegates can make or receive calls on the shared line of the department then transfer them to their delegate:

Note: 

Below are screenshots demonstrating a transfer between delegates. When transferring from one delegate to another, the same steps need to be followed.

  1. Delegate: Utilize the call controls to place a call on hold after making or receiving it.
  2. Delegator: A hold indication will appear on the line.
    • These labels are Hold, Public Hold, and On Hold.
    • Red icon
    • Hold icon
    • If you have line keys on your phone, you will see a blinking red light
  3. Delegator: When you see the shared phone call on hold, please answer it.
    • Phone with line keys: Use the line key to answer the on-hold shared call.
    • Phone with touchscreen: Tap the on hold shared number.
    • AudioCodes HD450: To get to the hold option, tap the option with the hold icon in the top bar.
    • AudioCodes HD445: On the sidecar of the unit, press the line key.
    • Yealink T5 series models: On the sidecar of the unit, press and hold the personal line key. On the screen, you will see a menu of other calls that have been on hold because the delegate has put one on hold. When you are finished selecting the other call on the phone, press the OK button or press the Retrieve button.
    • Note: To put the delegator on hold, they should use the controls on the in-call screen if they are currently on a call.
  4. Calls are usually placed on hold, with the option of placing the call back on hold after the call has been completed and instructing the delegate to pick up the call. The caller can end the call at that time or hand it back to the delegate.

 

How to transfer a call on a busy line

The delegate or delegate can answer another call coming through a busy shared line and place the call on hold if it comes in.

Note: Listed below are screenshots showing the process of transferring a delegation to a délégator. When transferring from a delegate to a delegate, the same steps should be followed.

Delegate

Please place the call on hold for the delegator and answer it on a busy shared line.

Delegator (currently on a call)

There should be an indication of one of these signs on the line that is on hold:

  • Labels such as Hold, Public Hold, and On Hold
  • Red icon
  • Hold icon
  • When your phone has line keys, a red light will blink indicating your phone does have line keys

If you want to answer the shared line that is on hold, tap the shared line or press the associated line key. You will be put on hold for the call currently in progress. To make sure you are put on hold for the call, you need to follow these steps:

  • AudioCodes 450HD: If you tap the line key with a 1 in the top-right corner, you will see a “hold” button that you should tap on the bottom bar.
  • AudioCodes HD445: Press the line key while the sidecar is selected.

 

How to view call history

All calls from the shared lines can be viewed by delegates and delegators. Delegates or delegates can only delete entries that are related to shared lines for themselves. To find out which lines are shared, view the details of the entry in the call history.

Follow these instructions to get started:

  • Series Polycom VVX
  • And T4 and T5 of the Yealink

 

How to view voicemail inbox

Shared lines can have voicemail messages played by delegates and delegators.

Note: 

  • It is impossible to download and delete messages from a desk phone, or play messages that have already been heard by the delegate or delegate group. Managing your voicemail is easy with Zoom desktop, web, and mobile apps.
  • If you want to check shared lines’ voicemail easily, we recommend using Zoom’s desktop client. Using a desk phone to check voicemails on shared lines can make it difficult for delegates to determine who the voicemail is for.