Delegation

Being enabled for Enterprise Voice enables users to define delegates to answer calls on their behalf, but the delegate functionality is slightly different from team-call, where a group of people are rung on behalf of a user. In the situation of a delegate and a boss, the boss might elect for calls to ring only the delegate first, allowing delegates to screen calls on behalf of the boss and transfer users if necessary.

Delegates have the option to use a blind or consultative transfer to send the caller to a boss. In a blind transfer, the caller is sent directly to the boss without notification, whereas in a consultative transfer, the delegate first calls the boss to check whether he wants to accept the call. Only if the boss desires to accept the call does the delegate transfer the caller.

Delegates can also perform safe transfers in which they remain on the line with the caller and principal to ensure that the two parties are connected before removing themselves from the conversation. A key advantage of Enterprise Voice delegation is that these options are performed using a graphical user interface, and users have no need to memorize phone keys and codes to perform these types of transfers.