Delegating calls in Operator Connect

Call delegation lets you assign people to make and receive calls on your behalf, and you can also act as a delegate for someone else. Learn how to set up delegation and manage the call handling settings that go with it.

How to delegate your calls

Adding a delegate allows someone to manage your calls for you. You can find delegation settings in your Microsoft Teams settings menu.

To add a delegate:

1. Open Microsoft Teams.
2. Select your profile picture in the top right corner.
3. Select Settings, then General.
4. Find the Delegation section.
5. Select Manage delegates.
6. Under Your delegates, select Add.
7. Search for the person you want to add as a delegate and select their name.
8. Choose the permissions you want to give them, such as:
   • Make calls on your behalf.
   • Receive calls for you.
   • Manage call forwarding.
9. Select Add to confirm.

Your delegate will receive a notification about their new status.

The person will now appear in your delegates list, which will be a default selection in your call forwarding and simultaneous ring options.

Set calls to ring you and your delegates simultaneously

If you want your incoming calls to ring you and your delegates at the same time, follow the steps below:

1. Select your profile picture in Microsoft Teams.
2. Select Settings.
3. Select Calls.
4. Under Calls ring me, find the Also ring option.
5. From the Also ring list, select My delegates.

Your incoming calls will now ring both you and your delegates simultaneously.

How to make and receive calls as a delegate

Find out how to call as a delegate for another person who has given you delegate permissions.

To make and receive calls as a delegate:

1. Open Microsoft Teams.
2. Select Calls or Chat from the left-hand menu, you’ll see a section called People you manage calls for.
3. Choose the person you want to call on behalf of. You can do this in two places:
   • From their contact card.
   • From the Calls app.
4. Start a one-to-one chat, then select Call, or enter a number using the dial pad, then select Call.
5. Start a one-to-one chat and select Call or enter a number using the dial pad and select Call.
6. When the call starts, Teams shows a label such as: ‘Calling on behalf of John Smith’ This confirms you are calling as a delegate, not as yourself.

How to put calls on hold as a delegate

Place calls on hold when you’re acting on behalf of someone who has given you delegate permissions.

To put calls on hold:

1. While calling as a delegate, locate the call controls.
2. Select More actions, then Hold.
3. To resume the call, select Resume.

Manage settings for someone you support

Adjust call handling and delegation settings for people who have added you as their delegate.

To manage settings for a delegate:

1. Open Microsoft Teams.
2. Select your profile picture.
3. Select Settings, then General.
4. Find the Delegation section.
5. Select Manage delegates.
6. Select People you support.
7. Hover over a name, then select More options.
8. From the menu, choose one of the available actions:
   • View permissions.
   • Change call settings.
   • Manage call forwarding.
   • Make calls on their behalf.
   • Remove yourself as a delegate.