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Call Delegation – Overview and Settings | AT&T Office@Hand
Article #11745

Call Delegation enables administrators to assign delegates (assistants) who can answer and make calls on their behalf.

Overview
Configure Settings for Executive
Configure Settings for Assistant
Place a call on behalf of Executive

Call Delegation – Overview

Call Delegation enables Administrators to assign delegates (assistants) to answer and make calls on their behalf.

Availability
Requirements
Limitations
Use Case Scenarios
How to assign Assistants/Delegates

Availability

  • Available to all AT&T Office@Hand Premium and Enterprise editions.

Requirements

  • The AT&T Office@Hand Desktop App is recommended for complete feature functionality. Both the Assistant and Executive must have the AT&T Office@Hand Desktop App.
  • Account must have Presence, Conference, and HUD service enabled. Both the Assistant and Executive must have these features enabled.
  • Users assigned as Assistants/ Delegates must at least have User Admin level role. User management permissions are required to modify delegates/assistants for other users.

Limitations

  • Assistants can ONLY use RingCentral Phone App for Desktop for delegation scenarios supported – Assistants cannot use desk phone to make a call on behalf of the Executive.
  • Executives can use Desk phone with limited functionality – Executives can use the desk phone to join delegated calls via conferencing or Park locations.
  • Executive cannot be assigned as assistant – When a user has assistants assigned, that user cannot be assigned as an assistant to other users.
  • Executive and Assistant cannot be in Call Queues – A user must not be part of any Call Queue or Group to prevent conflicts with the group’s call handling configurations.

Use Case Scenarios

Listed here are the common use cases for Call Delegation.

Scenario Platform
Assistant calls on behalf of Executive AT&T Office@Hand Desktop App via HUD or dial pad
Assistant answers calls on behalf of Executive AT&T Office@Hand Desktop App via Incoming Call screen
Executive picks up delegated call put on hold by Assistant AT&T Office@Hand Desktop App via HUD or Calls list
(Assistant needs to place it to Park Location in order for Executive to pick up via desk phone)
Assistant picks up Executive’s Call AT&T Office@Hand Desktop App via HUD or Calls list
Assistant starts conference call for Executive’s Active Call (Barge-In) AT&T Office@Hand Desktop App via HUD or Calls list

 

How to assign Assistants / Delegates

Administrators may assign assistants for others.

  1. Go to Users > User list.
  2. Select the User who needs to have assistants assigned3. On the User page, Go to Phones & Numbers > Phones tab.
  3. Click Delegates.
  4. On the list of users, check the box beside the users you want to assign as assistants, then click Save.
    (You may assign up to 10 delegates)
    Note: An assistant can only be assigned to a maximum of 10 executives.

Call Delegation – Configure Settings for Executive

This section describes all the requirements and steps for configuring the executive to start using Call Delegation.

How to Configure the Call Delegation Settings for an Executive

Requirements

  • Presence
  • Conference
  • HUD (AT&T Office@Hand Desktop App)

Take note of the following:

  • Executive cannot be assigned as assistant
  • Executive and assistant cannot be Call Queue members (no agent monitoring features as well) • Max of 10 assistants/delegates assigned for an executive
  1. Set Presence permissions: Appearance tab, Permissions tab.
    • Check Enable me to pick up a monitored line on hold.
    • Check Allow other users to see my Presence status
  2. Assign Delegates. Select from the list of users you want to assign as your assistants/ delegates.
  3. Select a phone number you want to display as your Caller ID number for Delegated Caller ID. This will be the caller ID when your assistant makes a call on your behalf.
    • On your User page, go to Outbound calls and faxes > Caller ID > Delegated Caller ID.
    • Executives are recommended to use the AT&T Office@Hand for full functionality. However, they can still use desk phones (with limited functionality) to pick up calls made by their assistants/delegates.

Additional configurations for Executives:

These are the recommended configurations for Executives to use with Call Delegation.

  1. Go to Users > User list, then click the User’s (Executive) name.
  2. Go to Call Handling & Forwarding.
  3. Enable “Always ring for at least 30 seconds before forwarding is completed.”
  4. Click the Conferencing button on the top-right of the Admin Portal, then check “Enable join before host”.

Call Delegation – Configure Settings for Assistant

This section describes all the requirements and steps for configuring the assistant to start using Call Delegation.

Configure the Call Delegation Settings for the Assistant

Requirements:

  • Presence
  • Conference
  • HUD
  • The Assistant must have an Admin role (at least user admin permissions to modify the assistants and delegates for executives) • AT&T Office@Hand Desktop App

Take Note of the following:

  • The Executive cannot be assigned as assistant
  • The Executive and assistant cannot be Call Queue members (no agent monitoring features as well)
  • Max of 10 executives assigned to an assistant
  • Assistants must have the AT&T Office@Hand Desktop App installed
  1. Set Presence permissions. Appearance tab, Permissions tab.
    • Enable Ring my phone when any user I am monitoring rings.
    • Check Enable me to pick up a monitored line on hold.
    • Enable Allow other users to see my Presence status.
  2. Executive must assign you as their delegate or follow these steps to assign yourself as an assistant.
    Note: You must have at least User admin level role/permission to assign yourself as an assistant for other users.
  3. You can start making calls on behalf of executives and other delegation scenarios on the AT&T Office@Hand Desktop App.
    Scenario Platform
    Assistant calls on behalf of Executive AT&T Office@Hand Desktop App via HUD or dial pad
    Assistant answers calls on behalf of Executive AT&T Office@Hand Desktop App via Incoming Call screen
    Assistant picks up Executive’s Call AT&T Office@Hand Desktop App via HUD or Calls list

Call Delegation – Place a call on behalf of Executive

Call Delegation enables administrators to assign delegates (assistants) who can answer and make calls on their behalf. This section describes the steps for assistants to place a call on behalf of executive.

How to Place a Call on Behalf of an Executive

  1. Log in to the AT&T Office@Hand Desktop App.
  2. Click the HUD tab.
  3. Select the Executive you want to make a call on behalf of.
  4. Enter the number you want to call.
    Note: Caller ID will show as the executive/ user whom you made the call for or what was configured as the delegated caller ID.
  5. The call can be picked up by the executive/ user on the AT&T Office@Hand Desktop App via the HUD.
    Note: If the Executive uses a desk phone without Call Delegation functionality, the assistant needs to place it to Park Location in order for Executive to pick up the call.

 

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