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Zoom Phone - Assign Delegation Privileges

Call Delegation, also known as person-to-person shared line appearance, provides an easy way for phone users to assign others to handle calls on their behalf.

On Demand Video: How to Establish a Shared Line Delegate (3:12)

Examples of how this feature can be used include:

  • One person taking another's calls while they are away on vacation.
  • One person covering another while they are away at lunch or in a meeting.

Shared lines are direct phone numbers that belong to the Delegator (person who needs another to take their calls) but can be used by their Delegate (person who takes the calls on behalf of the Delegator). Both the Delegator and Delegate must have a direct phone number and a calling plan. 

As the Delegator, you will initiate the process to send a delegation request to your Delegate. This request initiates an email notification to the Delegate and then they must must log into the Zoom web portal to accept the request.

Initiate a Delegation Request to a Potential Delegate

   1. Sign into the NDSU Zoom web portal

   2. Navigate to the Phone Settings tab.

       image displaying the zoom phone settings tab

   3. Scroll down to the Delegation & Assistant section. 

   4. Click the Set link next to Assign delegation privileges to

       image displaying how to set delegation options

You can delegate your phone to a User or a Common Area Phone. Information on delegating to a Common Area Phone is covered at the end of this document. 

   5. To Assign delegation privileges to a User, make sure the delegation target is set to User then enter at least three digits of their name or extension in the text field to the right. 

   6. Select the Delegate from the list of possible matches and click Send Invite.

       image displaying delegation options and send invite button

Note: sending a delegation request initiates an email, but the Delegate must log into the Zoom web portal to actually accept the request.  

The request remains in a Pending status until the Delegate logs into the Zoom web portal and accepts or denies the request. See Zoom Phone - Accepting a Delegation Request for more information.

       image displaying pending status

   8. Once your request has been accepted, the Delegate appears in the Delegation section, and you are able to select or deselect the specific actions you wish to delegate to this person. 

a. You can delegate the ability to Place Calls or Answer Calls on your behalf. When you delegate the ability to Answer Calls, your Delegate will get the call notification for ALL incoming calls to your direct phone number.

b. You can also delegate the ability to Pick Up Hold Calls which makes it possible for you to transfer calls back and forth. Details on transferring calls on a shared line are covered in an external document on Zoom's support page: Using Shared Line Groups

       image displaying all delegation options

   9. To add additional delegates, click Add and follow the same process to locate, select, and send another delegation invite. 

Delegate to a Common Area Phone 

Instead of delegating your phone line to a User, you may wish to delegate to a Common Area Phone. For example, this option would be useful if your department reception area uses one phone operated by a pool of rotating employees. To Assign delegation privileges to a Common Area Phone:

   1. Make sure the delegation target is set to Common Area. 

   2. Select from the list of possible matches and click Send Invite.

      image displaying delegation to a common area phone

Note: When you delegate to a Common Area Phone, a Zoom Phone admin needs to accept the delegation request. 

Keywordszom phone, zoom faqs, zoom, phone calls, kb zoom calls   Doc ID132471
OwnerSharley K.GroupIT Knowledge Base
Created2023-11-01 13:43:58Updated2024-01-18 12:06:53
SitesIT Knowledge Base
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