Managing Call Queues Follow

Overview

Call queues allow you to manage incoming calls so that they're routed to a 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.

Changing Call Queue Settings

Note: There are also global phone settings, and policy settings that enable or disable certain phone features.

  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 in the Profile tab:
  • Display name and description: Click Edit beside the call queue's name to change the display name and description.
  • Site (only visible If you have multiple sites): Displays which site the call queue belongs to. Select another site using the drop-down menu to move the call queue to another site.
  • 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: Rings all available members at the same time. After selecting this option, specify the ring duration for each member.
    • Sequential: Rings available members one at a time. After selecting this option, specify the ring duration for each member. You can specify the ring duration for each member until the Max Wait Time setting below is reached. 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. You can specify the ring duration for each member 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 total 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.
    Note: When changing this settings, keep in mind your call distribution method and ring duration time (if applicable).
    • Simultaneous: Rings all available members for the specified wait time.
    • Sequential: Rings available members one at a time for the specified wait time. Make sure the ring duration for each member is set at a lower value than the total max wait time.
    • Rotating: Rings available members in a regularly changing order for the specified wait time. Make sure the ring duration for each member is set at a lower value than the total max wait time. 
  • Overflow: Click Edit to set where calls are routed when the Max Wait Time or Max Call in Queue is exceeded.
  • Voicemail: Click Set to share the call queue's voicemail inbox with phone users. 
    Note: You should set the Overflow setting to route to the call queue's voicemail inbox.
  • 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.

Policy

Policy settings allow you to enable or disable certain Zoom Phone features. See Changing Zoom Phone Policy Settings to learn more.

Changing the Call Queue Manager

The call queue manager has access to call queue settings, voicemail inbox, and recordings. When creating a call queue, the manager is the first member you add.

  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.

Viewing a Call Queue's Voicemail Inbox

Note: You should set the Overflow setting to route to the call queue's voicemail inbox to allow callers to leave messages.

  1. Sign in to the Zoom web portal,
  2. Click Phone System ManagementCall Queues.
  3. Click the call queue name.
  4. Click the Voicemail tab.
  5. You can identify voicemail messages using the following:
    • If the number has a caller ID name or belongs to your organization, you'll see a name above the number.
    • Voicemail entries marked by a blue dot haven't been played yet.
  6. Use the search options at the top to search for a specific contact or phone number, or click the drop-down menu at the top to filter by read or unread messages.
  7. Click the following options to view and manage voicemails:
    • Play icon: Play the voicemail message and display a transcript of the voicemail message if Zoom Phone was able to transcribe it.
    • Download: Save the voicemail message (MP3 file).
    • Delete: Delete the selected voicemail message. To delete several entries at once, click the checkbox beside the status column and click Delete at the top of the table.

Viewing Call Queue Recordings

View and manage call recordings for the call queue. You can enable automatic call recording for call queues in the policy settings.

  1. Sign in to the Zoom web portal.
  2. Click Phone System ManagementCall Queues.
  3. Click the call queue name.
  4. Click the Recordings tab.
  5. Use the search options at the top to filter call history by date or contact. You can also click the column headings to sort entries.
  6. Click the following options to manage call recordings:
    • Play icon: Play a recording in the web portal.
    • Download: Save the recording as an MP3 file.
    • Delete: Delete the selected call recording. To delete several entries at once, click the checkbox beside the contact name/number and click Delete.
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