Call queue management in Zoom Phone

overview

Call queues can be used to route incoming calls to user groups. For example, you can transfer a call to an office billing, sales, or customer service representative. Each call queue can have up to 50 members.

There are four call distribution options for call queues:

  • Simultaneous: Call all members at the same time.
  • Sequential: Call members one at a time.
  • Rotation: Calls vacant members on a regular basis to ensure that the calls are evenly distributed.
  • Longest idle: Calls the longest free member.

Note : Phone users will not receive incoming call notifications from the call queue if they are currently in a call or if calls from the call queue are disabled .

Content of this article:

  • Create call queue
  • Show voicemail inbox in call queue
  • View call queue recording
  • Delete or duplicate call queue
  • Enable or disable call queue notifications to members

Prerequisites

  • Professional, business, or educational account
  • Account owner or administrator privileges
  • Zoom Phone License

Create call queue

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, [Phone System management][call queue] and then click the.
  3. Click Add.
  4. Enter the following information:
    • Sites( displayed only if there are multiple sites ): Select a site in the new call queue.
    • Name: Enter the display name.
    • Description (optional): Enter a description for the call queue.
    • Extension number: Enter the extension that can access the call queue. After creating the call queue, assign a direct number.
    • MembersClick Add . Select the phone users you want to include in the call queue and click OK . Phone users and common area phones can be added to the call queue.
  5. Click Save.

Show voicemail inbox in call queue

Note : To allow the caller to leave a message in the voicemail in the call queue, change the overflow setting to forward it to your current extension’s voicemail inbox.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, [Phone System management][call queue] and then click the.
  3. Click the name of the call queue.
  4. Click the Voice Mail
  5. Voicemail messages can be identified in the following ways:
    • If the number has a caller ID name, or if it belongs to an organization, the name will be displayed above the number.
    • The voicemail entry with the blue dot has not been played yet.
  6. You can use the search options at the top to search for specific contacts and phone numbers, or click the drop-down menu at the top to filter for read or unread messages.
  7. Click the options below to view and manage your voice mail.
    • Play iconPlays a voicemail message and displays a transcript if the Zoom Phone is transcribed.
    • Download: Save voicemail messages (MP3 files).
    • DeleteDeletes the selected voice mail message. To delete multiple entries at once, click the checkbox next to the status column and click Delete at the top of the table .

View call queue recording

The administrator views and manages call recordings in the call queue . You can enable automatic call recording for call queues in your policy settings .

Note : Call queue recording includes automatic recording. Call recordings initiated by members of the call queue are not included. By default, account owners and administrators have access to auto-recording associated with the call queue.

Delete or duplicate call queue

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, [Phone System management][call queue] and then click the.
  3. Click the three-point reader ( ) icon in the right column and click one of the following options:
    • Duplicate: Set up a new call queue by duplicating an existing queue. All settings except extension, phone number, and display name are copied from the original settings.
    • DeleteDeletes the call queue. The phone number assigned to the call queue is released. If you want to keep the call queue but stop it, use the active status setting .

Enable or disable call queue notifications to members

If the phone user is a member of multiple call queues, enable or disable call notifications from a particular call queue. You can also enable or disable notifications for all call queues for phone users.

Note : This setting applies to desktop clients, mobile apps, and landlines. This setting also synchronizes with the settings for the same desktop client and mobile apps .

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, [Phone System management][call queue] and then click the.
  3. Click the name of the call queue you want to edit.
  4. Click View or Edit in the Memberssection .
  5. Click the name of the member you want to edit.
  6. Click the User Preferences
  7. In the call queuesection, follow one of the following options:
    • To enable / disable all calls from the call queue: Click Toggle Receive Calls in Queue.
      Note : If you switch this toggle on, but previously set the toggle off for a particular call queue, the previous setting will take effect.
    • To enable / disable calls from a specific call queue: Click View or Edit. Click the toggle to enable or disable incoming notifications from a particular call queue.