How to set up Zoom Phone delegation

Zoom Phone delegation allows users to assign others to handle calls on their behalf. As an administrator, you can configure call delegation (shared line appearance) so, for example, an executive can assign calling privileges to their assistant, allowing the assistant to make and receive calls on the executive’s behalf. You can also configure SMS delegation permissions for users with Power Pack licenses.

Prerequisites

• Zoom Phone license
• Zoom account with admin privileges
• Users with Zoom Phone enabled

Setting up Call Delegation (Shared Line Appearance)

1. Sign in to the Zoom web portal as an administrator.
2. In the navigation menu, click Phone System Management, then Users & Rooms.
3. Click the name of the user who will be the delegator (the user assigning call privileges).
4. Click the Delegation tab.
5. Click Add.
6. Search for and select the user or common area phone to grant calling privileges to. This user will be the delegate.
7. Under Permissions, select the permissions you want to grant to the delegate:
   • Make Calls: Allows the delegate to make calls on behalf of the delegator.
   • Answer Calls: Allows the delegate to answer calls on behalf of the delegator.
   • View Call History: Allows the delegate to view the call history of the delegator.
   • Access Voicemail: Allows the delegate to access the voicemail of the delegator.
   • Send SMS: Allows the delegate to send SMS messages on behalf of the delegator.
8. Click Save.
9. Repeat steps 3-8 for any other delegators.

Adjusting Call Delegation Settings

1. Sign in to the Zoom web portal as an administrator.
2. In the navigation menu, click Phone System Management, then Company Info.
3. Click Settings.
4. Scroll down to the Call Delegation section.
5. Adjust the following settings as needed:
   • Call Delegation Notification: Choose how delegates are notified of incoming calls for the delegator. Options include:
     • Simultaneous: All phones ring simultaneously.
     • Sequential: Phones ring in a specific order.
   • Call Delegation Ringtone: Set a unique ringtone for delegated calls, helping delegates differentiate them from direct calls.
   • Show Delegator’s Caller ID: If enabled, the caller ID of the delegator is displayed on outbound calls made by the delegate.
   • Allow delegate to view and download call recordings of the delegator: Enable this setting to let delegates view and download call recordings of the delegator. This requires the “View Call History” permission to also be granted.
6. Click Save.

Configuring SMS Delegation

Note: SMS delegation requires the user to have a Power Pack license.

1. Sign in to the Zoom web portal as an administrator.
2. In the navigation menu, click Phone System Management, then Users & Rooms.
3. Click the name of the user who will be the delegator (the user assigning SMS privileges).
4. Click the Delegation tab.
5. Click Add.
6. Search for and select the user or common area phone to grant SMS privileges to. This user will be the delegate.
7. Under Permissions, ensure that Send SMS is enabled. Without this the delegate cannot send messages on behalf of the delegator.
8. Click Save.
9. The delegate user can now send SMS messages on behalf of the delegator by selecting the delegator’s number from the SMS compose window.

Troubleshooting Call Delegation on Desk Phones

Delegation and Shared Line Appearance (SLA) features are often dependent on each other for desk phones. Here’s how to manage and troubleshoot this setup:

1. Assign Delegates to Users. Make sure delegates are properly assigned in the Zoom web portal, with the appropriate “Make Calls” and “Answer Calls” permissions. Ensure these settings are correctly applied to each delegate’s user profile.
2. Desk Phone Configuration. Navigate to Phone System Management, then Phones. Select a particular phone and ensure that the lines are properly provisioned and that the phone is assigned to a user. For SLA, confirm that the Shared Line Appearance setting is enabled for that phone, and the delegator’s line is provisioned on the delegate’s phone as an SLA.
3. Confirm Phone Firmware. Old firmware versions can cause issues. Ensure the desk phones are running the latest firmware supported by Zoom. Check with your phone vendor for the most current version and installation instructions.
4. Validate Phone Profile: The desk phone should be set up with a Zoom Phone profile that supports delegation and SLA. Verify that the phone is properly provisioned and configured according to Zoom’s best practices.

Common Issues

• Delegate cannot make calls on behalf of the delegator: Ensure the “Make Calls” permission is enabled for the delegate in the delegator’s settings. Also, verify that the delegator has an assigned phone number.
• Delegate does not receive call notifications: Check the “Call Delegation Notification” setting in the Company Info settings. Verify that the simultaneous or sequential ringing option is selected as desired.
• SMS delegation is not working: Ensure that the users have power pack licenses. Verify that the delegate has the “Send SMS” permission enabled. Confirm that the delegate is selecting the delegator’s number when composing a new SMS message.
• Delegate can’t access voicemail: Double-check that the “Access Voicemail” permission is enabled. It may take a few minutes for changes to propagate.
• Phone rings for both delegate and delegator: Ensure that the “Call Delegation Notification” settings are configured appropriately (simultaneous or sequential). If the delegate and delegator share the same physical desk phone due to incorrect assignment, reassign the desk phone in the Zoom web portal.