Set Delegation Zoom Phone

Question

How can I set delegation in Zoom Phone? 

Overview

The delegate is the phone user or common area phone that makes and receives calls on the delegator's behalf.

Instructions

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:
   • Delegation Privileges
     • Place Calls: The delegate can make calls on your behalf using any of your direct phone numbers.
     • Answer Calls: The delegate can answer calls on your behalf. They will receive call notifications for inbound calls to your direct phone numbers.
     • Join and Merge Calls: This privilege is a two-way permission between the delegator and delegate(s).
     • Opt In/Out: This option allows delegates to opt in/out from receiving calls. Delegates must be on Zoom app version 5.16.2 or later.
       Note: This privilege is dependent on the Answer Calls privilege and cannot be enabled unless the Answer Calls privilege is enabled.
     • Pick Up Hold Calls: You can transfer calls to the delegate by placing the call on hold and informing the delegate to answer the call.
     • Override Business Hours: Allow delegates' business hours to override your business hours. Delegates won’t receive calls outside their own business hours. This will apply to both regular and VIP delegation.
       Note: If enabled, the delegate will automatically opt out from receiving the delegator's calls after the delegate's business hours. Calls will then be directed to another assistant or the delegator's voicemail if no other assistants are configured.
     • Manage VIP Contacts: The delegate can receive calls from the user's VIP list.
   • Privacy
     • Provide call locking option to prevent delegate(s) from picking up a held call or monitoring a call (when configured): Select this checkbox to enable privacy mode for the delegator, allowing them to lock a call.
     • Play a chime when a delegate enters or exits a call or brings someone else to a call: A notification chime will sound when the delegate enters/exits a call or brings someone into a call.
       Note: This privilege is dependent on the Join Calls privilege and will appear only when the Join Calls privilege is enabled.
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.

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:
   • Place Calls: You can make calls on behalf of the delegator by using their direct phone numbers.
   • Answer Calls: You can answer incoming calls to the delegator's direct phone numbers.
   • Pick Up Hold Calls: You can transfer calls to the delegator by placing the call on hold and informing the delegator to answer the call.
   • Join and Merge Calls: This privilege is a two-way permission between the delegator and delegate(s).
   • Opt In/Out: You can opt in/out from receiving calls. You must be on Zoom app version 5.16.2 or later.
     Note: This privilege is dependent on the Answer Calls privilege and cannot be enabled unless the Answer Calls privilege is enabled.
   • Override Business Hours: Allow delegates' business hours to override your business hours. Delegates won’t receive calls outside their own business hours. This will apply to both regular and VIP delegation.
     Note: If enabled, the delegate will automatically opt out from receiving the delegator's calls after the delegate's business hours. Calls will then be directed to another assistant or the delegator's voicemail if no other assistants are configured.
   • Manage VIP Contacts: You can receive calls from the VIP list.
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.