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| 1 | +--- |
| 2 | +title: Microsoft Teams shared line appearance |
| 3 | +titleSuffix: An Azure Communication Services concept document |
| 4 | +description: Provides an overview of Teams shared line appearance and delegate calling for Teams users in Azure Communication Services Calling SDK. |
| 5 | +author: jamescadd |
| 6 | +manager: chpalmer |
| 7 | +services: azure-communication-services |
| 8 | + |
| 9 | +ms.author: jacadd |
| 10 | +ms.date: 2/6/2025 |
| 11 | +ms.topic: conceptual |
| 12 | +ms.service: azure-communication-services |
| 13 | +ms.subservice: teams-interop |
| 14 | +--- |
| 15 | +# Microsoft Teams shared line appearance |
| 16 | + |
| 17 | +[!INCLUDE [Public Preview Notice](../../../includes/public-preview-include.md)] |
| 18 | +Microsoft Teams shared line appearance 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 Teams shared line appearance, a manager is someone who authorizes a delegate to make or receive calls on their behalf. A delegate can make or receive calls on behalf of the delegator. |
| 19 | + |
| 20 | +## Prerequisites |
| 21 | + |
| 22 | +- An Azure account with an active subscription. See [Create an account for free](https://azure.microsoft.com/free/?WT.mc_id=A261C142F). |
| 23 | +- A deployed Communication Services resource. See [Create a Communication Services resource](../../../quickstarts/create-communication-resource.md). |
| 24 | +- A user access token to enable the calling client. For more information, see [Create and manage access tokens](../../../quickstarts/identity/access-tokens.md). |
| 25 | +- Licensing requirements for delegator and delegates. See [Teams Phone license](/microsoftteams/shared-line-appearance#license-required). |
| 26 | +- Enable delegation and shared line appearance. See [Enable delegation](/microsoftteams/shared-line-appearance#enable-delegation-and-shared-line-appearance) |
| 27 | +- Assign delegates using [Microsoft Teams Client](https://support.microsoft.com/office/share-a-phone-line-with-a-delegate-in-microsoft-teams-16307929-a51f-43fc-8323-3b1bf115e5a8) or [Teams PowerShell](/microsoftteams/shared-line-appearance#use-powershell). |
| 28 | +- Optional: Complete the quickstart to add voice calling to Microsoft Teams user. See [Quickstart: Add voice calling to Microsoft Teams user](../../../quickstarts/voice-video-calling/get-started-call-to-teams-user.md). |
| 29 | + |
| 30 | +## Use Cases |
| 31 | + |
| 32 | +**Business Enterprises**: Team leads can delegate their call responsibilities during meetings or vacations to their assistants or colleagues, ensuring uninterrupted communication with stakeholders. |
| 33 | + |
| 34 | +**Contact Centers:** Supervisors can allocate their call flows to other available agents during breaks, making certain that no client query goes unanswered. |
| 35 | + |
| 36 | +**Healthcare:** Doctors or nurses can delegate their call flows to peers or assistants during surgeries or when attending critical cases, ensuring patient queries are addressed promptly. |
| 37 | + |
| 38 | +## Platform capabilities |
| 39 | +The following Azure Communication Services and Graph platforms currently support shared line appearance: |
| 40 | + |
| 41 | +| Capability | Calling SDK JS | Graph SDK | |
| 42 | +|------------------------------------------------------------|----------------|-----------| |
| 43 | +| Set up delegation (add/remove/update delegate permissions) | ❌ | ❌ | |
| 44 | +| Receive calls on behalf of another | ✔️ | ❌ | |
| 45 | +| Call a phone number on behalf of another | ✔️ | ❌ | |
| 46 | +| Call a Teams user on behalf of another | ✔️ | ❌ | |
| 47 | +| Receive an ACS user call on behalf of another Teams user | ✔️ | ❌ | |
| 48 | +| Get the delegate view of shared lines | ❌ | ✔️ | |
| 49 | +| Get the delegate view of manager’s call activities | ❌ | ❌ | |
| 50 | +| Get the manager view of delegates | ❌ | ✔️ | |
| 51 | +| Get shared call history | ❌ | ❌ | |
| 52 | +| Delegate or manager can hold or resume | ✔️ | ❌ | |
| 53 | + |
| 54 | +> [!NOTE] |
| 55 | +> Calling SDK for iOS, Android, and Windows do not currently support shared line appearance. |
| 56 | +
|
| 57 | +For more information on the capabilities available during a shared line appearance call, see [Calling capabilities for Teams users](../teams-user-calling.md). |
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