Changing Zoom Contact Center queue settings

After creating a queue, you can change queue settings like adding members and selecting the distribution method.

This article covers:

• How to change call queue settings
• Profile tab
  • Assigned Users section
  • Inbound Queue Preferences section
  • Operating Hours section
  • Storage section
  • Callback Settings section
  • Outbound Queue Preferences section
• Policy tab
• Channel Upgrades tab
• Distribution settings
  • Voice or video channel types
  • Messaging channel type

Prerequisites for changing queue settings

• Account owner or admin privileges; or relevant role/privilege
• Pro, Business, or Education account
• Zoom Contact Center license
• Voice, video, chat, or SMS queue created

How to change call queue settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click the display name of the queue you want to edit.

Profile tab

You can change these settings in the Profile tab:

Assigned Users section

• Agents: Click Manage to view current members of the queue or add members.
• Supervisors: Click Add or Manage to view or add queue supervisors. Queue supervisors have access to some queue management features.
  Note: Queue supervisors are separate from the supervisor default role. Any role can be a queue supervisor.

Note: You can assign up to 2,000 users to each queue.

Inbound Queue Preferences section

• Channel: Displays the channel type for the queue. Click Edit to change the channel type.
  • Voice
  • Video
  • Messaging: Corresponds to the messaging channel, which consists of SMS, web chat, in-app chat.
  • Chat (In-app)
  • Chat (Web)
  • SMS
• Max Engagement in Queue: Click Edit to change the maximum number of calls allowed in the queue, then click Save. When the maximum is exceeded, callers will be routed based on the Overflow option below.
• Distribution: Select a method to distribute incoming engagements.
• Consumer Routing: Click Add or Manage to select or change the associated consumer routing profile.
• Agent Routing: Click Add or Manage to select or change the associated agent routing profile.
• Max Wait Duration: Click Edit to change the maximum wait time allowed in the queue, then click Save. When the maximum is exceeded, callers will be routed based on the Overflow option below.
  Note: You can set a max wait duration of up to 12 hours. If the max wait duration is disabled, the consumer can remain in the queue for up to 24 hours.
• Overflow: Click Edit then select one of the following routing options when the Max Wait Time or Max Engagements in Queue is exceeded.
  • Leave Voicemail: Select an inbox to route to, then click Confirm.
  • Route to Queue: Select a queue to route to, then click Confirm. You can only route to a queue that's in the same channel as the current queue. For example, if editing a voice queue, you can only overflow to another voice queue.
  • Route to Flow: Select a flow to route to, then click Confirm. You can only route to a flow that's in the same channel as the current queue. For example, if editing a voice queue, you can only overflow to a voice flow.
    Note: Zoom Contact Center will not provide an automated announcement that notifies the consumer they are being routed to another flow. Use the Send Media widget if you want to play an announcement to consumers.
• Accept (only available if the Channel Type is Web Chat, In-app Chat, SMS, or Video): Sepcify if inbound engagements are auto answered by the agent that the queue routes to.
  • Auto: Inbound engagements are auto answered by the agent that the queue routes to
  • Manual: Inbound engagementa are not auto answered. Agents will be notified and assigned depending on the queue's distribution options.
• Media While Connecting (only available if the Channel Type is Voice): The audio file name that plays before routing the caller to the next available member based on the call distribution method. Click the play icon to play the current audio file. To change the audio, click Edit then select one of these options:
  • Add Audio: Select, record, or upload custom audio.
  • Choose from Assets Library: Select audio from the asset library.
• Queue Waiting Experience: Add multiple media and menu-based interrupts that interrupt the connectiing media.
• Media while Transferring (only available if the Channel Type is Voice): The audio file name that plays while routing the caller to the next available member based on the call distribution method. Click Edit then select one of these options:
  • Add Audio: Select, record, or upload custom audio.
  • Choose from Assets Library: Select audio from the asset library.
• Media while on Hold (only available if the Channel Type is Voice): The audio file name that plays when a caller is placed on hold by a queue member. Click Edit then select one of these options:
  • Add Audio: Select, record, or upload custom audio.
  • Choose from Assets Library: Select audio from the asset library.
• Dispositions: Add dispositions and sets for agents to categorize their engagements.
• Wrap-up Duration (only available if the Channel Type is Voice or Video): Click Edit to select the amount of time before another engagement is routed to a member after they finish a queue call. This can be useful if you require call queue members to take breaks in-between calls; for example, to allow time to enter notes for the call.
  Note: If a phone user is a member of multiple queues, they will not receive inbound notifications from their other queues when they are in the wrap-up time period for this queue.
• Wrap-up Expiration: Click the toggle to enable or disable a wrap-up expiration limit and default disposition. Click Add Default Disposition to set the default disposition. If enabled, when the expiration time is exceeded, the engagement will auto closed; agents’ status will automatically change from Occupied to Ready; and the default disposition will be automatically set.
  Notes:
  • If the toggle is greyed out, you must set dispositions or disposition sets to the queue using the Dispositions setting above. This is required so that you can set the default disposition.
  • If you have multi-level dispositions, agents can select any sub-disposition at any level.
• Short Abandon (only available if the Channel Type is Voice or Video): Short abandoned engagements are those that get disconnected before reaching the set threshold. These records will be labelled as short-abandoned calls in reports. Click Edit to enable, disable, or update the threshold.
• Service Level: Customize how Service Level is calculated. 
• Auto-closed Settings (only available if the Channel Type is Chat): Set up how inactive chat engagements are handled and closed.
• Auto-closed Time (only available if the Channel Type is SMS): Set up how inactive SMS engagements are handled and closed.
• Alert: Set up real-time alerts for when the queue approaches or reaches certain KPI thresholds.

Operating Hours section

Set the business hours and closure set the queue.

Storage section

• Recording Storage Location: Manage the storage location of Communications Content (voice call recordings of this queue.

Callback Settings section

Changing queue callback settings. This is only available for voice or video queues.

Outbound Queue Preferences section

Note: This section is only available if the Channel Type is Voice or Video.

Set up outbound voice or video calling.

Policy tab

You can change these settings in the Policy tab:

• Automatic Call Recording / Ad Hoc Call Recording (only available for voice or video queues)
• Address Book Contacts / Zoom Phone Contacts: Allow contact center users to search for people in address books or the Zoom Phone contact directory.
• Transfers: Control transfer options for agents.
• Agent Video (only available if the Channel Type is Video)
  • Auto turn on video: Automatically turn on agents' video when they start engagement. Agents can still turn their video on or off during the engagement. You can also enable this at the account level.

Channel Upgrades tab

Note: This tab is only available for chat, SMS, and voice queues.

Upgrade to Video: Allow agents and supervisors in the chat, SMS, or voice queue to upgrade engagements to video. If enabled, you can configure the relevant settings for upgraded engagements:

• Automatic Call Recording / Ad Hoc Call Recording: Change the automatic call recording and ad hoc call recording settings for engagements upgraded to video.
• Video Transfers: Allow the upgrade video engagement to be transferred. If enabled, select if they can be transferred:
  • All Users: The upgraded video engagement can be transferred to any contact center user.
  • Selected Users: The upgraded video engagement can be transferred to specific contact center user. Click Add User(s) for Transfer to specify users.
• Video Engagement Wrap-up: Provide different dispositions and wrap-up settings for engagements upgraded to video. If disabled, engagements upgraded to video will use the existing queue dispositions and wrap-up duration.

Upgrade to Voice (available for chat and SMS queues): Allow agents and supervisors in the chat or SMS queue to upgrade engagements to voice. If enabled, you can configure the relevant settings for upgraded engagements:

• Voice Transfers: Control transfer options for engagements upgraded to voice. 
• Outbound Calls: Click Assign Number assign caller ID numbers. Select the phone numbers to assign, then click Save. Agents will be able to select one of these caller ID numbers when upgrading engagments to voice.
• Voice Engagement Wrap-up: Provide different dispositions and wrap-up settings for engagements upgraded to voice. If disabled, engagements upgraded to voice will use the existing queue dispositions and wrap-up duration.
• Address Book Contacts / Zoom Phone Contacts: Allow contact center users to search for people in address books or the Zoom Phone contact directory.
• Automatic Call Recording / Ad Hoc Call Recording: Change the automatic call recording and ad hoc call recording settings for engagements upgraded to voice.

Distribution options

The available distribution options depend on the queue's channel type.

Voice or video channel types

• Longest idle: Routes calls to the member who has been in the Ready status for the longest time since their last inbound notification. If the member that has been idle the longest does not answer, the system will rotate to the next member that has been idle for the longest time.
• Longest Idle while Ready: Routes calls to the member who has been in the Ready status for the longest time since their status changed from Not Ready. If the member that has been idle the longest does not answer, the system will rotate to the next member that has been idle for the longest time.
• Sequential: Rings available members one at a time. After selecting this option, specify the ring duration for each member until the Max Wait Time setting below is reached. Click Specify Order 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.
• Simultaneous: Rings all available members at the same time.
• Additional option if the call distribution is Sequential or Rotating, or Longest idle:
  • Notify duration for each queue user: Select the amount of time the queue will ring each member. Make sure to take note of the Max Wait Time setting when selecting the notify duration.
• Do Not Distribute: Only allow engagements to be manually assigned to queue members. Also, allow the assigned agent or supervisor to release the voice or video engagement back to the queue.

Messaging channel type

• Most Available: Notifies the queue members with the lowest load, and haven't reached their maximum concurrency for messaging set in user settings.
• Notify duration for each queue user: Select the amount of time the queue will notify each member. Make sure to take note of the Max Wait Time setting when selecting the notify duration.