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.

This article covers:

Prerequisites

  • Pro, Business, or Education account
  • Account Owner or Admin Permissions
  • Zoom Phone license

Creating a Call Queue

  1. Log in to the Zoom web portal.
  2. Navigate to the Call Queue page, and click Add.
  3. 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.
    • Member(s): Click Add. Select the phone users you want to be included in the call queue, then click OK.
  4. Click Save. You can change the following options:
    • Members(s): Click View or Edit to see, add, delete members of the call queue.
    • Number(s): Click Add to assign a direct phone number to the call queue.
    • 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.
    • 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.
    • Greeting Prompt: A message that plays before the call queue starts. Select a greeting prompt from the drop-down menu or click Upload to add a custom greeting.
      Note: Click the ? icon to view requirements for the audio file. If your audio file doesn't meet the requirements, it can still be uploaded and played in the web portal but won't play when someone calls in.
    • Music on Hold: Music that plays when the call queue is trying to reach an available member. Select music from the drop-down menu or click Upload to add custom music.
      Note: Click the ? icon to view requirements for the audio file. If your audio file doesn't meet the requirements, it can still be uploaded and played in the web portal but won't play when someone calls in.
    • Max Call in Queue: Enter the maximum number of calls allowed in the queue and click Confirm. When the maximum is exceeded, callers will be routed based on the Overflow option below.
    • Max Wait Time: Enter the maximum wait time allow in the queue and click Confirm. When the maximum is exceeded, callers will be routed based on the Overflow option below.
    • Overflow: Turn on the toggle then 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.
    • Active Status: Click the toggle to enable or disable the call queue.

Editing a Call Queue

  1. Log in to the Zoom web portal, navigate to the Call Queue page.
  2. Click the name of the call queue you want to edit.
  3. You can change the following settings.
    • 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 for more information.
    • 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.
    • Members(s): Click View or Edit to see current members of the call queue and add more members.
    • Direct Numbers: Click Add to assign a direct phone number to the call queue.
    • 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.
    • 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.
    • Greeting Prompt: A message that plays before the call queue starts. Select a greeting prompt from the drop-down menu or click Upload to add a custom greeting.
      Note: Click the ? icon to view requirements for the audio file. If your audio file doesn't meet the requirements, it can still be uploaded and played in the web portal but won't play when someone calls in.
    • Music on Hold: Music that plays when the call queue is trying to reach an available member. Select music from the drop-down menu or click Upload to add custom music.
      Note: Click the ? icon to view requirements for the audio file. If your audio file doesn't meet the requirements, it can still be uploaded and played in the web portal but won't play when someone calls in.
    • Max Call in Queue: Enter the maximum number of calls allowed in the queue and click Confirm. When the maximum is exceeded, callers will be routed based on the Overflow option below.
    • Max Wait Time: Enter the maximum wait time allow in the queue and click Confirm. When the maximum is exceeded, callers will be routed based on the Overflow option below.
    • Overflow: Turn on the toggle then 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.
    • Active Status: Click the toggle to enable or disable the call queue.
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