Shared line appearance in Microsoft Teams
Shared line appearance is part of the delegation feature that lets a user choose a delegate to answer or handle calls on their behalf. This feature is helpful if a user has an administrative assistant who regularly handles the user’s calls. In the context of shared line appearance, a manager is someone who authorizes a delegate to make or receive calls on their behalf, and a delegate can make and receive calls on behalf of someone else.
This feature is only available in Teams Only deployment mode. For more details on Teams deployment modes, see Understand Microsoft Teams and Skype for Business coexistence and interoperability
A user must be have Phone System with PSTN connectivity (either a Calling Plan license or Direct Routing OnlineVoiceRoutingPolicy) to be a delegate or set up delegation and enable others to make or receive calls on their behalf.
Both managers and delegates need to have Phone System with PSTN connectivity (either a Calling Plan license or Direct Routing OnlineVoiceRoutingPolicy). The shared line experience is part of delegation and is included with Phone System. For additional details on the licensing model, See Office 365 licensing for Microsoft Teams.
Configuring delegation and shared line appearance
Delegation and shared line appearance are user-driven features: there are no admin settings to configure. For information about how to use the feature, see Share a phone line with a delegate
The tenant admin can enable delegation via the TeamsCallingPolicy AllowDelegation setting or via Teams Admin Portal for this feature to work.
The tenant admin can also configure delegation relationships for a user in the Teams admin center. In addition, the end user can also configure their delegation relationships directly in Teams. The Tenant admin or the user cannot block the configuration by each other, but the Teams admin center and Teams client should show this relationship accurately in both places.
When the tenant admin turns off delegation for a user (after it has been turned on), they also need to clean up delegation relationships for that user in the Teams admin center to avoid incorrect call routing.
Shared line appearance feature availability
Shared line appearance is currently supported by the following apps and devices.
|Capability||Teams Desktop||Teams Mac App||Teams Web App (Edge)||Teams mobile iOS/Android App||Teams IP phone|
|Set up delegation||Yes||Yes||Yes||No||No|
|Receive calls on behalf of another||Yes||Yes||Yes||Yes||Yes|
|Call a phone number on behalf of another||Yes||Yes||Yes||Yes||Yes|
|Call a Teams user on behalf of another||Yes||Yes||Yes||Yes||Yes|
|See the admin view of shared lines||Yes||Yes||Yes||No||No|
|See the admin view of manager's call activities||Yes||Yes||Yes||No||No|
|See the manager view of delegates||Yes||Yes||Yes||No||No|
|Admin or manager can hold or resume||Yes||Yes||Yes||No||No|
Managers can add up to 25 delegates, and delegates can have up to 25 managers. There is no limit to the number of delegation relationships that can be created in a tenant.
If the delegator and delegate are not in the same geographic location, it is up to the PSTN provider to allow caller ID to show up from a different geographic location for a delegated (on behalf of) call.