Changing Zoom Contact Center queue settings

The queue settings can be changed once a queue has been created, including adding members and selecting how the queue will be distributed.

The following are the topics covered in this article:

  • How to change call queue settings
    • Assigned Users section
    • Inbound Queue Preferences section
    • Storage section
    • Callback Settings section
  • Distribution settings
    • Voice or video channel types
    • Chat or SMS channel types

Prerequisites for changing queue settings

  • Admin or owner privileges are required for an account
  • There are three types of accounts: Professional, Business, and Education
  • License for Zoom Contact Center must be purchased
  • Queues can be created for voice calls, video calls, chats, or SMS text messages

How to change call queue settings

  1. Log into the Zoom web portal by entering your user name and password.
  2. Select Contact Center Management on the navigation menu, then click Queues at the bottom of the screen.
  3. The queue you want to edit can be accessed by clicking the display name of the queue.In the Profile tab, you will be able to change the following settings:

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Changing Call Queue Settings In Zoom App

Assigned Users section

  • Agents: If you would like to view or add new members to the queue, click Manage to do so.
  • Supervisors: For viewing or adding supervisors, click the Add or Manage button. As a supervisor, you will be able to access queue analytics and information on both closed/active engagements through the desktop client.

Inbound Queue Preferences section

  • Channel Type: Displays the type of channel that is associated with the queue. Flow triggers are those types of flow events that are capable of containing queues similar to this one. You can change the type of the channel by clicking the Edit button.
  • Media While Connecting (only available if the Channel Type is Voice): In accordance with the call distribution method used, the caller will be routed to the next available member in the queue after hearing the audio file name that plays. If you would like to select, record, or upload your own audio, click Edit.
  • Media for Transferring (only available if the Channel Type is Voice): As a result of the call distribution method selected, this feature displays the name of the audio file that will play when the call is routed to the next member who is available. For selecting, recording, or uploading your own audio files, click Edit.
  • Media on Hold (only available if the Channel Type is Voice): During the process of placing a caller on hold by a queue member, the audio file name will be displayed at the top of the window. You can select, record, or upload custom audio files by clicking the Edit button.
  • Distribution: Choose a method for distributing incoming engagements based on the type of engagement.
  • Agent Routing: You can select or change the routing profile associated with an agent by clicking the Add or Manage button.
  • Consumer Routing: In order to choose or change the routing profile associated with the consumer, click Add or Manage.
  • Dispositions: For agents to be able to categorize their engagements, you will need to add dispositions and sets.
  • After a member finishes a queue call, they can select the amount of time before another engagement is routed to that member after they finish finishing the first engagement. Specify the amount of time before the next engagement is routed to them after the first one has been completed. If you want to ensure your call queue members take breaks in between calls, for instance, so they can enter notes for each call, this can be useful if you require them to take breaks between calls.
    Note: In the case where a phone user belongs to more than one queue, he or she will not receive inbound notifications from any of their other queues during the time period in which their queue is wrapping up.
  • Wrap-up Expiration (only available if the Channel Type is Voice or Video): The wrap-up expiration limit and default disposition can be enabled or disabled by clicking the toggle on the right. It can be configured so that the engagement will automatically be closed after the expiration time has passed; the status of the agents will automatically be changed from occupied to ready; the default disposition will be set automatically if the expiration time is exceeded.
  • Note: Dispositions must be set using the Dispositions setting if the toggle is greyed out. If the toggle is greyed out, you must select specific dispositions (not disposition sets) for the queue.
  • Short Abandon (only available if the Channel Type is Voice or Video): The term ‘short abandoned engagement’ refers to those engagements that are disconnected before they reach the set threshold for abandonment. Reports for the Contact Center will not include information about these records. The threshold can be enabled, disabled, or updated by clicking the Edit button.
  • Max Wait Time: The maximum time allowed in the queue can be changed by clicking Edit and then clicking Save if you wish to change it. The callers who exceed the maximum number will be routed according to the overflow option mentioned below when the maximum is reached.
  • Max Engagement in Queue: The maximum number of calls that can be queued in the queue can be changed by clicking Edit, and then clicking Save to save your change. Callers who exceed the maximum number will be routed according to the Overflow option below if the maximum number is exceeded.
  • Overflow: Please click on Edit in order to adjust the routing options based on the maximum wait time or maximum number of engagements in queue when they are exceeded.
  • Auto-closed Settings (only available if the Channel Type is Chat): In order to be able to handle and close inactive chat engagements, you must set up how they are handled.
  • Auto-closed Time (only available if the Channel Type is SMS): Set up the process for handling inactive SMS engagements and closing them when they become inactive.

Storage section

  • Recording Storage Location: This section allows you to control the location of the Communications Content (audio recordings that are part of this queue) for storage.

Callback Settings section

The callback settings for the queue can be changed. Only voice queues and video queues can be used for this feature.

Distribution options

Depending on the channel type of the queue, there are different distribution options available.

Voice or video channel types

  • Simultaneous: At the same time, a ring is sent to all available members.
  • Sequential: One by one, a ring is sent to each member who is available. The following steps should be taken after selecting this option. You will need to specify the ringing durations for every member until the Max Wait Time setting is reached. In order to rearrange the order, you can click and drag each row or click the arrow icon to use the arrows to rearrange them in the correct order.
  • Rotating: Calls are distributed equally among members who are available, based on a regularly changing order of who is available. In order to ensure that every member gets a chance to hear a ring, you can specify a maximum wait time for each member.
  • Longest idle: If there has been an idle member for a long period of time (they have not answered a queue call for the longest period), calls are routed to them. The system will rotate to the next member that has been idle for the longest period of time if the member whose have been idle for the longest period of time doesn’t answer the call.
  • Additional option if the call distribution is Sequential or Rotating, or Longest idle:
    • Notify duration for each queue user: In order to control how long the queue rings each member, you need to select the duration of the ringing. While selecting the notification duration, you need to make sure that the Max Wait Time setting is taken into account.

Chat or SMS channel types

  • Most Available: Notifies queue members with low load, but have not reached their maximum concurrency for messaging set in the user’s settings who have not yet reached their maximum concurrency for messaging.
  • Notify duration for each queue user: Select the amount of time that each member of the queue will be notified by the queue. During the selection of the notification duration, please make sure that you pay attention to the Max Wait Time setting.

Frequently Asked Questions

Access Zoom’s web portal by signing in. You can access Call Queues by clicking Phone System Management in the navigation menu. Simply click the Add button.

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