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Managing call queues Follow

Overview

Call queues allow you to route incoming calls to a group of users. For example, you can route calls to your office's billing, sales, or customer service departments. Each call queue has a maximum of 50 members. You can also change call queue settings and monitor call queue calls.

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 privileges
  • Zoom Phone license

Creating a call queue

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Call 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.
    • Copy from an existing Call Queue: Copy business/closed hours, greeting prompt, and routing rules from an existing call queue.
  5. Click Save. The web portal will redirect you back to the Call Queue page.
  6. Click the name of the call queue to change its settings

Viewing a call queue's voicemail inbox

Note: To allow callers to leave messages in the call queue's voicemail, change the Overflow setting to route to the current extension's voicemail inbox.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Call 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

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

Note: Call queue recordings only contain automatic recordings. They do not contain call recordings that were started by a call queue member. By default, account owners and admins can access automatic recordings associated with the call queue.

Deleting or duplicating a call queue

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Call Queues.
  3. Click the call queue name.
  4. Click the ellipses icon (...) in the right-side column, then click one of these options:
    • Duplicate: Set up a new call queue by duplicating an existing one. All settings will be copied from the original except for the extension number, phone numbers, and display name.
    • Delete: Delete the call queue. Any phone numbers assigned to the call queue will become unassigned. If you want to keep the call queue but deactivate it, use the Active Status setting.

Enabling or disabling call queue notifications for a member

If a phone user is a member of multiple call queues, you enable or disable call notifications from specific call queues. You can also enable or disable all call queue notifications for a phone user.

Note: This setting applies to the desktop client, mobile app, and desk phones. This setting also syncs with the identical desktop client and mobile app setting.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Call Queues.
  3. Click the name of the call queue you want to edit.
  4. In the Member(s) section, click View or Edit.
  5. Click the name of the member you want to edit.
  6. Click the User Settings tab.
  7. In the Call Queues section, follow one of these options:
    • To enable/disable all calls from call queues: Click the Receive Call Queues Calls toggle.
      Note: If switching this toggle to on, and you previously set toggles to off for specific call queues, your previous configuration will take effect.
    • To enable/disable calls from specific call queues: Click View or Edit. Click the toggles to enable or disable call notifications from specific call queues.