The client only shares the direct line with their customers, not the delegated number. When following the steps provided on the support site to configure delegated lines, calls made to the owner's direct line are received directly by the owner and are not forwarded to the delegated number. To ensure both the owner and the delegate can receive the call, additional steps need to be taken beyond what’s currently outlined in the support documentation.

Steps to Set Up Call Forwarding to a Delegated Line when calling the diret line :
Log in to the Admin Portal with admin access.

-Go to the Users tab.
-Select Users with Extensions and find the owner’s extension.
-Navigate to Phone > Incoming Call Rules.
-Enable “Forward all calls to delegated line.”
-On the Delegate User's App (e.g., David):
-Open the RC App and go to Phone.
-Open HUD (Heads-Up Display).
-Tap Add an Extension and select the owner's name (e.g., Grant).
-Configure HUD Settings:
-Go to App Settings.
-Navigate to Phone > Heads-Up Display.
-Enable “Ring when extensions I am monitoring receive incoming calls,” then save the changes.

It would also be helpful to update the support site with these additional steps to assist future users who share their direct line with clients but want both the owner and the delegate to be able to answer incoming calls.