Delegate
Written by B3Networks Academy
Updated at December 16th, 2024
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Table of Contents
Overview
Call Delegation (Boss-Secretary) feature provides an easy way for Administrators (Managers/Bosses) to assign Delegates (Assistants/Secretaries) to handle calls on their behalf.
It supports the following scenarios:
- Secretary makes outgoing calls on behalf of the Boss.
- Secretary answers incoming calls on behalf of the Boss.
- Secretary can transfer calls back to the Boss.
Restriction
- Only users within the Organization can be added to the Delegation List.
- Any extensions that are the delegates of other users won't have the Delegation settings activated.
- Any extensions in the Call group won't have the Delegation settings activated.
- A user cannot delegate or be delegated when being in a Call Group.
- In the case of Delegation List:
- If any of the extensions miss the call, the system will not trigger its own Unanswered or Busy Flow and the call will be simply dropped.
- The working hours of the delegates on the list will be ignored.
Configuration
Boss
To set a User as your delegate, please follow the steps below:
- Go to Phone System, select the Delegate tab
- Add users to the delegation list
- Select Ring Mode:
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Ring All: All delegates simultaneously.
- Total ring time (seconds)
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Sequential: Each delegate is rung in order, one after the other, starting from the first extension in the list each time.
- Order: Starting from 1. Drag and drop to change the order.
- Per-User Ring Time (seconds)
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Ring All: All delegates simultaneously.
- Click Apply to save
Please Note
- The total limit for Delegate numbers are 5 numbers.
- System will auto count when users enter the numbers/groups/extensions.
- When the limit is reached, you cannot add more user to the list.
Call History on the portal
- Boss will see that the call is delegated:
- Secretary will see the call as a normal incoming call:
Secretary
The user who is assigned as a Delegate will have the following details:
Delegate
Show the information of the Boss and his/her status in case the Secretary would like to transfer the call to the Boss
Secretary's Mobile App View
Incoming Calls
If the Boss diverts all his/her incoming calls to the Secretary, when there is an incoming call to the Boss:
- The system will display the Caller ID of the caller (not her Boss's Caller ID) on the Secretary's device. Besides, if the Secretary uses mobile app, the Boss's extension number will be displayed on the screen so the Secretary knows that this call is diverted from the Boss.
- Secretary's mobile app:
Outgoing calls
If the secretary wants to make an outgoing call on behalf of the Boss, the Secretary can choose the callerID of the boss before making outgoing calls.
- If the Secretary uses Mobile / Desktop Apps, they can choose the callerID on the callerID settings menu as Delegation.
- If the Secretary uses the IP Phones, they need to choose the callerID as delegation on Phone System configuration > Outbound Call.
Example
- Extension 676 assigned as Secretary for Extension 667 (Boss).
- Extension 667 (Boss) have a callerID +62**********.
- On the Extension 676 (Secretary) Will have an option to choose/use the callerID of the boss as delegation.
- Extension 676 (Secretary) make outgoing call to others number.
Result
Once the Secretary makes outgoing calls on behalf of the Boss, the callerID displayed on the recipient side and in the call history will be the CallerID of the boss.
Make calls via SIP account
For delegating function, the secretary can now choose the Boss' callerID to make outgoing call directly from SIP account. To allow this, the secretary's IP Phone device should be provisioned under the same organisation with the boss.
How to make call using boss' callerID:
- Go to Phone System - View members to set up the Delegate.
- Provision the secretary’s IP Phone device to the organization.
- On secretary’s IP Phone device, choose the SIP to make call before dialing the destination number.
Note:
To transfer a call back to the Boss, the delegate can:
- Dial ##20
- Set up the soft key on IP Phone device