Managing Call Queues Follow

Overview

Call queues allow you to manage incoming calls so that they're routed to a specific group of users. For example, you can route calls to your office's billing, sales, or customer service departments.

There are three call distribution options for call queues:

  • Simultaneous: Ring all available members at the same time.
  • Sequential: Rings available members one at a time.
  • Rotating: Rings available members in a regularly changing order so that calls are distributed evenly.

This article covers:

Prerequisites

  • Pro, Business, or Education account
  • Account owner or admin permissions
  • Zoom Phone license

Creating a Call Queue

  1. Sign in to the Zoom web portal,
  2. Click Phone System ManagementCall Queues.
  3. Click Add.
  4. Enter the following information:
    • Site (only visible If you have multiple sites): Select a site for the new call queue.
    • Name: Enter a display name.
    • Description (Optional): Enter a description to help identify the call queue.
    • Extension Number: Enter an extension for callers to reach the call queue. You can assign direct phone numbers to the call queue after creating it.
    • Member(s): Click Add. Select the phone users you want to be included in the call queue, then click OK. You can add phone users or common area phones to call queues.
      Note: The first phone user you add to the call queue will be marked as the Manager and voicemail will become the default overflow routing option.
  5. Click Save. The web portal will redirect you back to the Call Queue page.
  6. To change additional settings, click the name of the call queue. See the next section for more information.

Editing a Call Queue

  1. Sign in to the Zoom web portal.
  2. Click Phone System ManagementCall Queues.
  3. Click the name of the call queue you want to edit.
    You can change the following settings:
  • Display Name: Click Edit beside the name to change it.
  • Site (only visible If you have multiple sites): Displays which site the call queue belongs to. If you want to move a call queue to another site, see Managing Multiple Sites.
  • Description (Optional): Click Edit to change the description to help identify the call queue.
  • Extension Number: Click Edit to change the extension for callers to reach the call queue.
  • Number(s): Click Add to assign a direct phone number to the call queue.
  • Members(s): Click View or Edit to see current members of the call queue, add more members, or change the call queue manager. You can add phone users or common area phones to call queues.
  • Time Zone: Click Edit to change the time zone used for the Business Hours option below.
  • Business Hours: Check Edit to change the times when the call queue will distribute calls. You can also set business hours to span past 11:30 PM. This could be used for call queue members that work night shifts.
  • Call Distribution: Select a method to distribute calls during business hours:
    • Simultaneous: Ring all available members at the same time.
    • Sequential: Rings available members one at a time. After selecting this option, click Specify Sequence to rearrange the order by clicking and dragging each row or clicking the arrow icons.
    • Rotating: Rings available members in a regularly changing order so that calls are distributed evenly. The call queue will ring each available member for 30 seconds until the Max Wait Time setting below is reached.
  • Greeting Prompt: Select a greeting prompt from the drop-down menu or click Customize to record or upload audio. The greeting will play before routing the caller. You can also select Disable to not play a greeting prompt.
  • Music on Hold: Audio that plays when the call queue is trying to reach an available member. Select audio from the drop-down menu or click Customize to record or upload audio. You can also select Disable to not play any audio.
  • Max Call in Queue: Click Edit to change the maximum number of calls allowed in the queue, then click Confirm. When the maximum is exceeded, callers will be routed based on the Overflow option below.
  • Max Wait Time: Select the maximum wait time allowed in the call queue and click Confirm. When the maximum is exceeded, callers will be routed based on the Overflow option below.
  • Overflow: Click Edit to set where calls are routed when the Max Wait Time or Max Call in Queue is exceeded. Select a routing option (voicemail, phone user, call queue, or auto receptionist), then use the text box to specify the route. By default, calls are routed to the call queue manager (the first user you added to the call queue).
  • Active Status: Click the toggle to enable or disable the call queue. Inactive call queues cannot be called but will retain its settings and appear in the Call Queues page.

Changing the Call Queue Manager

The call queue manager is the first phone user you add to the call queue. By default the Overflow option will route to the call queue manager's voicemail. Follow these steps to change the call queue manager.

  1. Sign in to the Zoom web portal,
  2. Click Phone System ManagementCall Queues.
  3. Click the call queue name you want to change.
  4. In the Member(s) section, click View or Edit.

    Note: The current call queue manager usually appears as the first member.
  5. Select the user to assign as the call queue manager and click Set as Manager.

    Note: The Overflow option will not update to route to the new call queue manager's voicemail. You need to manually change this setting if you want it to route to the new manager.
Was this article helpful?