Enabling or disabling queue opt-out reasons in Zoom App

It is the responsibility of the administrator to enable or disable the reasons for queue opt-outs. A queue can be configured so that agents must enter an opt-out reason for disabling notifications from a queue (opting out of a queue) when they disable notifications from a queue. It is possible, for example, to allow users to choose “lunch” or “break” as reasons to opt out of call queue notifications, if there is a need for call queue members to opt out for lunch or a break.

There are a number of topics covered in this article, including:

  • How to enable or disable queue opt-out reasons
  • How to edit call queue opt-out reasons

Prerequisites for enabling or disabling queue opt-out reasons

  • Ownership or administrative privileges of the account
  • Accounts that are either Pro, Business, or Education accounts
  • In order to use Zoom Contact Center, you must have the following licenses:

How to enable or disable queue opt-out reasons

  1. Log in to the Zoom web portal by entering your email address and password.
  2. Select Contact Center Management from the navigation menu, then select Preferences from the drop-down menu.
  3. The toggle next to the Opt-out Reasons option enables or disables the opt-out reasons based on your preferences. An agent can opt out of a queue for a variety of reasons if the reason selection option is enabled.

How to edit call queue opt-out reasons

  1. You will need to sign into the Zoom web portal in order to get started.
  2. You can access the preferences by clicking on Contact Center Management in the navigation menu.
  3. To add, edit, or delete reasons for opting out of queues, click on Edit next to Queue Opt-out Reasons:
    • The following reasons can be added as custom reasons: In order for queue members to be able to select more reasons for joining the queue, click the Add Reason button. Once you have entered a reason, click on the Add button to add it.
    • Reasons can be edited in the following ways: Delete the custom reason by clicking the pencil icon next to the reason, enter a reason for the removal, and click Save if you previously added a custom reason.
    • A reason can be enabled or disabled in the following ways: The checkbox next to a reason can be selected in order to enable it, or it can be unchecked in order to disable it.
    • You can delete a reason by following these steps: The trash bin icon is located next to the custom reason if a reason was previously added, and once you click it, a confirmation message will appear.
  4. Close the window by clicking the close button.
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Frequently Asked Questions

Call queues allow account owners and administrators to route incoming calls to specific groups of users, allowing them to manage incoming calls to a subset of users. In your office, you can route calls to the department that is responsible for billing, sales, and customer service, for example. It is possible to have up to 50 members in each call queue.
Sign into the Zoom web portal as an owner or administrator who has the privilege of editing the account settings through the Zoom web portal. You can access Account Settings by clicking on Account Management from the navigation menu. Click on the Audio Conferencing tab at the top of the page. To enable or disable this feature, simply click the toggle at the bottom of the window.
Using Zoom Contact Center, you will be able to manage your business across all channels, from phone and email to video, including integrated into your Zoom experience. Bringing together unified communications with contact center capabilities is what Zoom Contact Center does.
By using the Waiting Room feature, the host will be able to control when a participant is invited to join the meeting. It is your choice whether or not to admit attendees one by one, or whether you wish to hold all attendants in the Waiting Room at the same time and admit them all at once as guests
How to access call handling settings
  1. There is a requirement for you to sign in before you can access the Zoom website.
  2. You can select User & Rooms from the list of options under Phone System Management at the top of the navigation menu.
  3. If you would like to make changes to the settings of a specific phone user, please click on their name.
  4. On the User Settings tab, you will find a number of options to choose from.
  5. If you click Edit next to Call Handling under the Business Hours or Closed Hours section, you will be able to edit the settings.
Ensure that you are logged in as the account holder, or someone with access to edit roles on the Zoom web portal. Click on the User Management menu item and then click on Roles under the navigation menu. Go to the Phone tab and click on it. If you want to assign members to a particular role, you need to click the Edit button next to the role.

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