Call Groups and Delegates

There are 2 options (Call Groups and Delegates) for allowing other users to answer and/or place calls made to/from your Teams Voice number.

In both cases, the configuration is in the Calls portion of Teams Settings. To get there,

  1. click the … menu in the top title bar
  2. select Settings.
    microsoft teams call page. Number one located by ellipsis menu and number two by settings option
  3. Click 📞Calls 
  4. scroll down until you see the settings for Managing Call Groups and/or Delegates

Screenshot of Teams Call app settings menu presenting options to manage call group or delegates

Call Groups (more likely scenario):

Note: A call group is a group of users to which you can forward calls made to your Teams Voice number.

 

Adding a call group allows you to search for one or more users. It also allows you to set whether or not all users’ lines should ring simultaneously, or in the order you specify:

Screenshot of Teams Call app settings menus. Manage call group options window is open with Kyle Twarkins listed as a group member. The option to add a group member is available

Use case:

Scenario: A student services team needs to handle incoming calls efficiently.

Use Case: A Call Group is created for the Advising team. When a student or staff member calls the main line:

  • The call rings multiple team members simultaneously or in a set order.
  • Up to 25 users can be part of the group.
  • Call behaviors (e.g., ring order, timeout settings) can be customized.

This setup is ideal for:

  • Ensuring calls are answered promptly.
  • Distributing workload among team members.
  • Providing consistent support coverage during office hours.

 

Delegates (less likely scenario):

Note: Delegate — a person who can receive and make calls on your behalf. When you add a delegate, you’re essentially sharing your phone line with them, so they can see and share all of your calls.

 

Adding a Delegate allows another user to make and receive calls placed to your Teams Voice number, Change call and delegate settings, Pick up held calls, and/or Join active calls. You can select to give a user any or all of these permissions. When you click the Add a delegate group, you are given the option to search for a user and then select the appropriate permissions that you would like to delegate to that user:
Screenshot of Teams Call app settings menus. Manage delegate options window is open with Marcello de Montbel is listed as a delegate. Marcello's delegate permissions menu is expanded under his name. The option to add a delegate is available

When adding a delegate, the user will be notified in Teams with a message like this:

Screenshot notifying user of added delegate permissions. Message reads: Ashleigh Chandler added you as a delegate. Now you can: Make calls on their behalf Receive calls on their behalf Change their call and delegate settings Pick up held calls

Use case:

Scenario: A department chair or dean needs administrative support for managing calls.

Use Case: The chair assigns their administrative assistant as a Teams Voice Delegate.

This setup is ideal for:

  • Ensuring the chair is not interrupted during lectures or meetings.
  • Allowing the assistant to screen calls and manage scheduling.
  • Maintaining professional communication flow without requiring the chair to be constantly available.

 

Using Call Groups and/or Delegates:

Once your Delegate and/or Call Group is set up, you MUST manage forwarding in the Calls app in Teams to make the setting take effect. (you will only see the forwarding options if the feature is configured)

Uploaded Image (Thumbnail)

Tip:  If you forward to Call Group or Delegates, don't forget to turn off forwarding when finished.

 

 

Need More Help?

Connect with PVCC Technology Services:

434.961.5400

help@pvcc.edu

Room M832 in the Main Building (Campus Map)

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