Changing call queue settings in Zoom App

This post was most recently updated on July 28th, 2022

Changing call queue settings

It is possible to change the settings of each call queue after you have created the call queues. For more information about call queues, please refer to the article on call queues.

Note:

  • It is possible to use Zoom Phone role management to grant access to or management of site settings to a phone user.
  • To control certain features, you can change the settings of your policy.
  • If you want to apply certain settings in bulk, you can use a template.

Prerequisites for changing call queue settings

  • There are three types of accounts available: Professional, Business, and Education
  • Ownership of an account or admin privileges on the account
  • License for Zoom Phone is required

How to change call queue settings

  1. Sign in to the Zoom web portal by entering your email address and password.
  2. In the navigation menu, click Phone System Management, then click Call Queues in order to view the Call Queues.
  3. If you would like to edit a call queue, you will need to click on the name of the queue.
    The following settings can be changed in the Profile tab of your account:
  • Changing the display name and description of a call queue is as simple as clicking the Edit button next to the queue’s name.
  • Site (only visible If you have multiple sites): An indication of which site the call queue belongs to can be found here. The call queue can be moved to another site using the drop-down menu by selecting another site from the drop-down menu.
  • Extension Number: Changing the extension of the call queue for callers to reach will require you to click Edit in the call queue window.
  • Number(s): The direct phone number can be assigned to the call queue by clicking on the Add button.
  • Pickup Code: The pickup code for the call queue can be viewed or edited.
  • Members(s): If you wish to view or edit the current members of the phone queue, or if you wish to add more members, click View or Edit. Call queues can be created by adding phone users or common area phones to the queue. As many as 50 members can be added to a call queue at a time. If you require routing to a larger number of phone users than 50, you can overflow to another queue.
  • Admin: A list of phone users who have been assigned the role of call queue admin will be displayed. Adding or viewing the role of a call queue admin can be done by clicking the Add button or by clicking the associated role. If you do not have any admins assigned to your call queue, click Set to open the role management page, where you can assign the admins.
  • Time Zone: Using the Edit button below, you can change the time zone used for the Business Hours option on the left side of the page.
  • Audio Prompt Language: In order to receive audio prompts for the call queue, you need to select the language you would like to use.
  • Business Hours / Closed Hours / Holiday Hours: You have the ability to control how inbound calls are routed during business hours, closing hours, or holidays.
  • Voicemail: Voicemail inboxes for call queues can be shared with others.
  • Note: When you change the Overflow setting to route calls to the current extension’s voicemail inbox, you will be able to receive messages in the call queue’s voicemail inbox.
  • Alerts Notification: Email notifications can be set up for real-time analytics for call queues by setting up email notifications
  • Communications Content Storage Location: Communicating Content can be managed by changing the location where it is stored.
  • Active Status: Depending on whether you want the call queue to be enabled or disabled, simply click the toggle. There is no way to call an inactive call queue, but it will retain its settings and appear in the Call Queues page even though it cannot be called.

How to customize business, closed, and holiday hours

A call queue can be configured in such a way that it is available at specific times for routing calls. If you would like to customize the routing of inbound calls during business or closed hours, as well as on holidays, then you can do so.

  1. The Zoom web portal can be accessed by signing into the account.
  2. You can find the Call Queues section by clicking the Phone System Management link in the navigation menu.
  3. If you would like to edit a call queue, you will need to click the name of it.
  4. Here are some settings that you can customize:

Business hours

If you click on Edit, you will be able to change the times when calls will be distributed by the call queue. If you want to extend the business hours beyond 11:30 PM, you can also do so. For those members of the call queue who work night shifts, this could be a useful feature. In addition to setting business hours, you can also enter a time manually in increments of 10 minutes by manually entering the time; for example, 11:10 PM.

Note:

The Overflow setting should be set to make sure callers are routed, for example, to the call queue’s voicemail message, if your business hours are set to 24 hours a day, 7 days a week.

During business hours, there are a number of ways you can customize the way calls are routed:

  • Allow queue members to set their own Business Hours:
    • It is possible to set the call queue’s business hours override members’ business hours if this option is checked. Suppose, for instance, that you have set the business hours of the call queue for Friday all day, and if a member is off on Friday, the call queue will not route the call to him or her.
    • When this option is unchecked, the hours of operation of the call queue will take precedence over the hours of operation of members. A call queue can be assigned to a member even if that member is off for all of Friday, as long as the call queue’s business hours have been set to all day Friday.
  • Call Distribution:  You have the option of selecting one of the methods for distributing calls during working hours.
    • Simultaneous: The system rings all the members who are available at the same time.
    • Sequential: An individual ring is sent to each member who is available one at a time. As soon as you select this option, you will need to specify the duration of each member’s ring until the setting above is reached corresponding to the Max Wait Time. If you would like to rearrange the order of the rows, click and drag each row or click on the arrow icons to rearrange the order by clicking and dragging.
    • Rotating:In order to make sure that all members are contacted equally, members are contacted in a regularly changing order. Using the settings below, you can set the duration of the ring for each member until the Max Wait Time setting is reached for the member.
    • Longest idle:In the absence of any answer to a queue call, the call is then routed to the member who has been idle for the longest period of time. It is possible for the system to rotate from the member who has been idle for the longest to the member who has been idle for the longest if the member who has been idle for the longest doesn’t answer.
    • Group rotating: A subset of queue members are rung simultaneously and then a new subset of queue members is rung simultaneously after that. When you have selected this option, you will need to specify the duration of ringing for each group.
    • When the call distribution option is Sequential, Rotating, or Longest idle, the following options are available:
      • Ring duration for each member: You can choose how long the queue will ring each member of the queue for. During the process of selecting the duration of the ring, you will want to keep in mind the Max Wait Time setting below.
      • Handle multiple incoming calls simultaneously: The advanced option should only be used when there is a high volume of calls incoming to the queue, but the queue members do not have the resources to answer them. There is a possibility that the first call may not be answered first if it came in first. The second call will not ring through until the first call has been answered only if this setting is disabled, so that there are multiple calls in a queue.
      • Skip offline members when ringing: If you select this option, you will skip ringing offline members, and you will be sent to the next member who is available. The call queue will follow the ring duration if this option is not selected, even when a member is not available to answer the phone. When the member is offline, this means that they are not accessing Zoom either through their desktop client, mobile app, or provisioned desk phone.
  • Receive new calls even on a call: Call queue members can receive call notifications even if they are on a call, even if they are in a call queue. The call notification will let members know when an inbound call has been received, so that they can either accept it or end or hold the current call. This setting allows the call queue to skip members who are already on a call if this option is disabled.
  • Greeting Prompt:In accordance with the method of call distribution, a greeting is played before the caller is routed. Using the dropdown menu, you can choose from a wide range of greeting prompts, or you can click Audio Library to select, record, or upload custom audio recordings.  If you don’t want a greeting prompt to play, you can also select Disable so that it does not play.
  • Note: Notes regarding the call queue greeting prompts can be found in the comparison of call routing methods.
  • Audio While Connecting: During inbound calls, a recording is played for the caller waiting to be connected to a member who is available. To select, record, or upload custom audio, use either the drop-down menus or the Audio Library to choose, record, or upload the media. In addition, you have the option of selecting Disable if you do not want any audio to be played.
  • Music on Hold: As soon as a call queue member places an inbound caller on hold, this music is played for the inbound caller. If you wish to select, record, or upload custom audio, you can click Audio Library or select audio from the drop-down menu. If you choose Disable, all audio will be turned off and you will not be able to hear anything.
  • Max Wait Time: After selecting the maximum time that can be spent in the call queue, click on the Confirm button to confirm your choice. When this maximum is reached, callers will be routed based on the option of Overflow when the maximum is reached.
  • Note: In order to adjust this setting, keep in mind how your call distribution system works and how long the ring duration should be (if there is any).
    • Simultaneous: For the specified amount of time, a ring is made to all members that are available.
    • Sequential: It will ring each available member one by one until the max wait time has been reached. You need to ensure that the ring duration for each member has a value that is lower than the maximum wait time for the member in question.
    • Rotating: For the maximum waiting time, members are rung in an order that changes on a regular basis, for as long as they are available. For each member, it is important that the ring duration is set at a value that is lower than the maximum waiting time for that member.
  • Wrap-up Time: Once a member has finished a queue call, you can select the amount of time which must elapse before another queue call will be routed to the member. For example, if your call queue needs to have members take breaks between calls, this can be useful; this can allow them to enter notes for the call between calls, for example.
  • Note: A phone user who is a member of more than one call queue, will not receive incoming calls from any of his or her other call queues while within the wrap-up time period for this particular call queue because he or she is a member of multiple call queues.
  • Max Call in Queue: The maximum number of calls that can be queued in the queue can be changed by clicking Edit, then clicking Confirm to save the changes. It should be noted that when the maximum callers are exceeded, the system will route the calls according to the Overflow option below.
  • Overflow: In case there is more than the Max Wait Time or the Max Calls in Queue, click Edit to customize the routing options when the limit is reached. A call queue’s voicemail inbox will be the default destination for all calls that are routed to it by default.

Closed hours

It is possible to customize the routing of calls outside of business hours if you set business hours. The closed hours routing options can be modified by clicking the Edit button.

Holiday hours

In the Manage menu, you can set certain days and times for holidays and customize which options are to be used for routing during those times. There are many ways in which you can route calls, for example, directly to voicemail or you can play a custom message to inform the caller that the office is away on vacation.

Routing options

You can also customize how inbound calls are routed during business hours, closing hours, or holidays; in addition, you can configure the routing of overflow calls as well. The Route to drop-down menu contains the following options, which can be selected, and then the route can be specified using the text box at the bottom of the menu:

  • Voicemail
    • Allow callers to reach an operator: When a caller presses the 0 key, the operator will answer the phone, and if the caller presses 1 a voicemail message will be left. A phone user can be assigned the role of an operator, a call queue, an auto receptionist, or a shared user group.
      •  Leave voicemail instruction:By enabling the above option, you will be able to customize the voicemail greeting that will play after the initial voicemail greeting that you have chosen. You should include instructions on how to leave a voicemail message in this greeting. Here is an example of the default greeting you can play to see how it works.
      • To customize the audio, click the Audio Library button.
    • Greeting & Menu or Voicemail Greeting: If you would like to customize the audio, click the Audio Library button. Before the call is routed, the greeting will be played.
    • Note:
      • The voicemail greeting that you set for one extension will override the one set for another extension if the call is routed to the extension’s voicemail.
      • When routing to the voicemail of a phone user, choose Follow User Voicemail Greeting from the drop-down menu instead of selecting a replacement for the message that would otherwise be sent to the phone user’s voicemail.
    • Leave voicemail to: Calls made to one of these extensions will be routed to the voicemail belonging to that extension.
      • Call queue’s voicemail (current extension’s voicemail)
      • User
      • Auto Receptionist
      • Call Queue
      • Shared Line Group
  • User
  • Zoom Room
  • Common Area Phone
  • Auto Receptionist
  • Call Queue: This will route the call to another queue.
  • Shared Line Group
  • External Contact: An external contact can be added to the account’s directory if the account contains a list of external users.
  • Phone Number: A phone number outside of the company should be routed to.
  • Note:
    • This feature can only be enabled if a direct number has been assigned to the queue for calls.
    • Calls routed to external numbers will be billed based on the rate set forth in the plan.
    • Select the correct country/region from the drop-down menu so that you can add the external phone number to the account. The dropdown menu appears in separate entries in some countries, even though they share the same country code.
  • Disconnect: Disconnect the call as soon as possible after receiving the call.

How to enable or disable call queue notifications for a member

If the phone user is a member of more than one call queue, you can enable or disable the notification of calls from specific queues if they are members of more than one queue. For each user of a phone, you can also enable or disable all notifications relating to the call queue.

Note: This setting is applicable to the desktop client, mobile app, and desk phones that are used with the desktop client. Furthermore, this setting is also synchronized with the same setting on the desktop client and the mobile app as well.

  1. Using Zoom’s web portal, you can sign in to your account.
  2. Select Phone System Management from the navigation menu and then select Call Queues from the drop-down menu.
  3. The first step in editing a call queue is to click the name of the queue you wish to edit.
  4. In the Member(s) section, you have the option of viewing or editing the member(s).
  5. In order to edit a member’s details, you will need to click on the name of that member.
  6. On the User Settings tab, click on the Edit button.
  7. Choose one of the following options from the Call Queues section:
    • To enable/disable all calls from call queues: To receive calls from call queues, you need to click on the Receive Call Queues Calls button.
    • Note: You will be able to use your previous configuration if you switch this toggle to on, and you had previously set toggles to off for specific call queues, so your previous configuration will take effect.
    • Click View or Edit to view or edit the details of a specific call queue in order to enable or disable it. You can enable or disable call notifications for specific queues of calls by clicking on the toggles.