IT Knowledge BaseSpecial TopicsZoom Zoom PhoneCall and Voicemail Delegation

Call and Voicemail Delegation

Zoom Phone allows users to set delegates to handle calls on their behalf and share voicemail inbox access. This guide goes over how users assign and remove delegates as well as how delegates accept call delegation requests.

Call Delegation

Delegates can make and receive calls on the delegator's behalf as well as view their call history.

A delegator can have up to 15 delegates. Delegates can be assigned to a maximum of 32 delegators.

Assigning a call delegate

1. Log on to the Zoom web portal.

2. Select Phone from the navigation panel on the left. Then, click Settings.

Zoom Phone Settings on the web
  1. From the navigation panel, click Phone.
  2. Click the Settings heading.

3. Scroll down to the Delegation & Assistant section. Then, click Set.

If this is not your first time adding a delegate, the link will say Add instead of Set.

Delegation & Assistant section

4. Use the drop-down menu to select whether your delegate is a User or Common Area Phone. Then, enter the name or extension of the delegate. Click Invite to send the delegation request.

Assign delegation privileges entry screen
  1. Select User or Common Area Phone from the drop-down menu.
  2. Enter the name or extension of the user or phone line.
  3. Click Invite to send a delegation request to the intended delegate.

5. Contact your delegate to let them know that you've sent them a delegation request and that they need to log on to the Zoom web portal to accept the request.

6. After the delegate has accepted the request, use the checkboxes to add or remove your delegate's privileges to place calls, answer calls, and/or pick up hold calls on your behalf.

Delegation privileges checkboxes
Accepting a call delegation request

1. Log on to the Zoom web portal.

2. Select Phone from the navigation panel on the left. Then, click Settings.

Zoom Phone Settings on the web
  1. From the navigation panel, click Phone.
  2. Click the Settings heading.

3. Scroll down to the Delegation & Assistant section. In the Assistant for section, click Accept.

Assistant for section

4. Click Accept in the prompt to accept the delegation request.

Your phone will chirp and reboot when you accept the request. You may also need to refresh your web portal to see the updated delegation.

Accept request prompt

5. You will see your delegator's line on the line appearances on your desk phone, in the Assistant for section in the web portal, and as a Shared line on the desktop app.

Additional lines on phone, web, and desktop
Removing a call delegate

Only delegators can remove a delegate. The delegate will not be able to remove the delegation privileges themselves.

1. Log on to the Zoom web portal.

2. Select Phone from the navigation panel on the left. Then, click Settings.

Zoom Phone Settings on the web
  1. From the navigation panel, click Phone.
  2. Click the Settings heading.

3. Scroll down to the Delegation & Assistant section. Under Assign delegation privileges to, click the X next to the delegate you want to remove.

Delegation & Assistant section

4. Click Remove in the Remove Delegate prompt.

Remove Delegate prompt

5. The delegate will disappear from your delegation settings and a message prompt will appear at the top of the screen confirming that the delegate was removed.

Remved delegate successfully screen

Voicemail Delegation 

Delegates will be able to access shared voicemails in the desktop client, web portal, mobile app, and desk phone.

Delegates can to listen to the delegator's voicemails and return the call on the their behalf but won't be able to delete the delegator's voicemails.

Assigning a voicemail delegate

Once a delegate's information is entered, they are automatically granted access to your voicemail.

You may want to send them an email to let them know you've added them as a delegate since Zoom does not notify them otherwise.

1. Log on to the Zoom web portal.

2. Select Phone from the navigation panel on the left. Then, click Settings.

Zoom Phone Settings on the web
  1. From the navigation panel, click Phone.
  2. Click the Settings heading.

3. Scroll down to the Others section to find Voicemail & Videomail. Then, click Set.

If this is not your first time adding a delegate, the link will say Add instead of Set.

Voicemail and Videomail Add button

4. Enter the name or extension of the user that you want to grant voicemail access to. Then, click Save.

Add user or extension screen
  1. Type in the user or extension that you want to be able to access your voicemail.
  2. Click Save.

5. The delegate will appear in the Voicemail & Videomail section.

Voicemail delegate
Removing a voicemail delegate

1. Log on to the Zoom web portal.

2. Select Phone from the navigation panel on the left. Then, click Settings.

Zoom Phone Settings on the web
  1. From the navigation panel, click Phone.
  2. Click the Settings heading.

3. Scroll down to the Others section. Under Voicemail & Videomail, click the X next to the delegate you want to remove.

Voicemail and Videomail section

4. Click Remove in the Remove Voicemail Access prompt.

Remove Voicemail Access prompt

5. The delegate will disappear from your Voicemail & Videomail settings and a message prompt will appear at the top of the screen confirming that the delegate was removed.

Removed successfully screen

Need More Help?

View the Troubleshooting & Resources guide.

View Zoom's support guide for Zoom Phone.

Contact the IT Help Desk at [email protected] or 657-278-7777 for additional assistance.