17-May-2021
Article :010036

This article provides information on the Call Delegation feature.

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

Availability
Requirements
Limitations
Use Case Scenarios

Availability
Call Delegation is available to all Rainbow Office Premium and Ultimate accounts.

Requirements
• Both the Assistant and Executive must have the Rainbow Office Phone for Desktop installed for complete feature functionality. See the following for more information:

Rainbow Office Phone Desktop - Installing on Mac
Rainbow Office Phone Desktop - Installing on Windows

• The account must have the Presence, Conference, and HUD services enabled. Both the Assistant and Executive must have these features enabled. See the following references for more information:

User Presence Setup
Enable and Set up Head-Up Display (HUD) on the Rainbow Office Phone
Audio Conference on the Rainbow Office Phone Overview

• Users assigned as Assistants/ Delegates must at least have a User Admin role. User management permissions are required to modify delegates/assistants for other users. See Set User Permissions for more information.

Limitations 

Assistants can ONLY use the Rainbow Office Phone for Desktop for delegation scenarios supported. Assistants cannot use the desk phone to make a call on behalf of the Executive.

• Executives can use the desk phone with limited functionality. Executives can use the desk phone to join delegated calls via conferencing or Park locations.

• An Executive cannot be assigned as an assistant. When a user has assistants assigned, that user cannot be assigned as an assistant to other users.

• The 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

Here are the common scenarios that depict the use of Call Delegation.

SCENARIO

PLATFORM

Assistant calls on behalf of Executive

Rainbow Office Phone for Desktop via HUD or dial pad

Assistant answers calls on behalf of Executive

Rainbow Office Phone for Desktop via incoming call screen

Executive picks up delegated call that is placed on hold by the Assistant

Rainbow Office Phone for Desktop via HUD or calls list
(Assistant needs to place it to Park Location in order for the Executive to pick up via desk phone)

Assistant picks up the Executive's call

Rainbow Office Phone for Desktop via HUD or calls list

Assistant starts conference call for the Executive's Active Call (Barge in)

Rainbow Office Phone for Desktop via HUD or calls list

 

 


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Tags - Rainbow Office, Administration, Admin, Call, Call Handling, Phone

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