Changing call queue settings in zoom App
The settings of each call queue can be changed after the queue has been created. Click here to learn more about call queues.
Note:
- Role management can be used to allow a Zoom Phone user to manage or access a site’s settings.
- By switching policy settings, certain features can be controlled.
- It is possible for certain policies to be applied in bulk by using a template.
Prerequisites for changing call queue settings
- Accounts for Business, Education, or Pro
- Account owners or administrators
- Have Zoom Phone licenses
How to change call queue settings
- Access Zoom’s web portal by signing in.
- To access the Call Queues page, click Phone System Management in the navigation menu.
- Select the call queue which you want to edit from the list that appears.
There are a number of settings that can be changed in the Profile tab including:
- 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):
- Indicates where the call queue is located. You can move the call queue to another site using the drop-down menu.
- Extension Number:
- You can change the extension that callers can reach the call queue by clicking the Edit button.
- Number(s):
- The direct number that you wish to add to the call queue needs to be typed into the Add field.
- Pickup Code:
- Change the pickup code for the call queue.
- Members(s):
- In order to see the current call queue members or to add new members, click View or Edit. To add call queue members, you can either use a phone or add an area phone. The maximum number of members per call queue is fifty. If you require routing to more than 50 phone numbers, you are able to overflow to another queue.
- Admin:
- This shows the list of phone numbers that the admin role has been assigned to. Add call queue admins to the call queue or view the corresponding call queue admin role by clicking Add. It is important to note that, if you do not have any admins assigned to call queues, you can open role management to assign admins.
- Time Zone:
- The Business Hours options below can be edited by clicking on Edit.
- Audio Prompt Language:
- Choose the language for the audio prompts on the call queue.
- Business Hours / Closed Hours / Holiday Hours:
- You can customize the routing of inbound calls during business hours, holidays, and weekends.
- Voicemail:
- Share voicemail directly from call queues.
Note: - Changing the Overflow setting to route to the current extension’s voicemail inbox will allow callers to leave messages on the call queue’s voicemail.
- Alerts Notification:
- Get real-time analytics for your call queue via email notifications.
- Communications Content Storage Location:
- The Communications Content storage location is under your control.
- Active Status:
- You can turn on or off the call queuing by clicking the toggle. Call queues that are inactive will not be able to be contacted, but they will still retain their settings and appear in the list of call queues.
How to customize business, closed, and holiday hours
The time during which the call queue is available for routing calls can be customized. During business hours, holiday hours, or when the office is closed, you can customize how inbound calls are routed.
- Zoom’s web portal can be accessed by logging in.
- Then click Call Queues under System Management in the navigation menu.
- You can now edit the call queue by clicking its name.
- To do so, follow these steps:
Business hours
The time at which the call queue distributes calls can be changed via Edit. Business hours can also be extended beyond 11:30 PM. Call queue members who work nights can take advantage of this. Alternatively, you may manually enter a time interval of 10 minutes, such as 11:10 PM.
Note:
The Overflow setting should be configured to make sure callers are routed; such as to the voicemail of the call queue if business hours are 24 hours and 7 days a week.
Calls can be routed differently during business hours:
- Allow queue members to set their own Business Hours:
- Business hours set by members override those set by the queue. A member of a call queue whose business hours are all day Friday will not be routed to the call queue if he or she is not available on Friday.
- Using the call queue’s business hours overrides the business hours of a member if it is not checked. A member who is not on Friday can still be contacted if you set the business hours of the call queue to all day Friday.
- Call Distribution:
- During business hours, select a method for distributing calls.
- Simultaneous: Each member is contacted simultaneously.
- Sequential: Rings each member in turn. By selecting this option, you can specify how long each member will be ringing until the Max Wait Time below is reached. Click and drag each row or click the arrows to rearrange the order by clicking Specify Sequence.
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- Rotating: A regular change in order makes it possible to distribute calls evenly among members. If you choose the Max Wait Time setting below, then you can specify the ring duration for each member.
- Longest idle:The member who has not answered a queue call for the longest is contacted. The system rotates to the next member who has been idle for the longest if the member who has been idle for the longest does not answer.
- If you are using Sequential, Rotating, or Longest idle call distributions, there are also the following options:
- Ring duration for each member: Determines how long each member will be rung. If you choose to set the ring duration, keep in mind the Max Wait Time setting below.
- Handle multiple incoming calls simultaneously: If your call queue includes members with low resources but a high incoming call volume, this advanced setting is not recommended. This can delay answering of first-arriving calls. When multiple calls are in a queue but this setting is disabled, only the first call will ring through until the second call is answered.
- Skip offline members when ringing: Then the next available member will be contacted, skipping offline members. By disabling this option, the call queue will remain in the ringing state even if one or more members are offline. An offline member is one who has not logged into the Zoom desktop client, the Zoom mobile app, or the Zoom deskphone.
- Receive new calls even on a call:
- Members of the call queue can receive call notifications even if they are on the phone. By responding to the call notification, members will be able to accept the inbound call before ending or holding the existing call. Members who are on a call will be skipped if this option is disabled.
- Greeting Prompt:
- This is a message played before the call is routed. Pick a greeting or click the Audio Library link to upload, record, or select a custom greeting. To disable the prompt, click Disable.
Note: - See the notes on call queue greeting prompts for comparison of call routing methods.
- Audio While Connecting:
- This recording is played while an inbound caller waits to be connected. To select, record, or upload custom audio, click Audio Library in the drop-down menu. To disable all audio playback, click Disable.
- Music on Hold:
- When a call queue member places an inbound caller on hold, this audio plays. You can select, record, and upload custom audio by clicking the Audio Library link or by selecting Audio from the drop-down menu. To disable all audio playback, select Disable.
- Max Wait Time:
- Click Confirm when you have selected the total time allowed to wait in the call queue. The Order Overflow option will be used when the maximum number of calls is exceeded.
Note: - Make sure you keep in mind the call distribution method (if applicable) and the duration of your ring (if applicable) when changing these settings.
- Simultaneous:
- Awaits the specified maximum time for every member to answer.
- Sequential:
- During the specified waiting time, the available members are contacted one at a time. Set the ring duration to a value lower than the maximum wait time for each member.
- Rotating:
- The max wait time is rang out based on the current order of members. Each member should have a ring duration that is less than the maximum wait time.
- Wrap-up Time:
- After a member has finished a queue call, they will be routed another queue call if there is time left. For example, if you would like the call queue members to take breaks in between calls, so that they can put notes for the call into the system, this could be useful.
Note: - When a phone user is a member of multiple call queues, when they are in the wrap up period for a particular queue, they will not be able to receive incoming calls from their other queues.
- Max Call in Queue:
- Changing the maximum number of calls in the queue can be done by clicking Edit, followed by Confirm. The call will be routed based on the Overflow option listed below when the maximum is exceeded.
- Overflow:
- The Max Wait Time or Max Calls in Queue can be customized by clicking Edit when the Wait Time or the Max Calls in Queue has been exceeded. By default, calls are routed to the dedicated voicemail inbox of the call queue by default.
Closed hours
The call is routed outside of business hours if you set business hours. Changing the routing options during closed hours can be done by clicking Edit.
Holiday hours
Choosing which days and hours should be designated as holidays and customizing routing options can be done by clicking Manage. To let the caller know that the office is away on vacation, you could directly route calls to voicemail or play a customized message.
Routing options
The route of inbound calls can also be customized based on business hours, closing or holiday hours, and for overflowing calls. From the drop-down menu under Route to, choose one of the options in the following list, then enter a route description in the text box:
- Voicemail
- Allow callers to reach an operator:
- You can allow callers to leave a voicemail by pressing 0 or 1 to reach the operator. A phone user, a call queue, the automatic receptionist, or a shared line group can be set as the operator.
- Leave voicemail instruction:
- When this option is enabled, you can customize the voicemail greeting that plays after the initial one. The instructions for sending voicemail should appear in this greeting. Click here to hear an example. To customize your audio, click here.
- Greeting & Menu or Voicemail Greeting:
- Customize your audio in the Audio Library. Before routing a call, the greeting plays.
Note:- Your voicemail greeting will override the one for that extension if routing to another extension’s voicemail.
- In the drop-down menu, you can select Follow User Voicemail Greeting if you’re routing to a phone user’s voicemail instead of picking a replacement greeting for the user’s voicemail.
- Leave voicemail for:
- For each of these extensions, the caller will be routed to that extension’s voicemail.
- Currently ringing extension (voicemail in call queue)
- For the user
- The automatic receptionist
- Call Queue
- Group for shared lines
- Of users
- Using Zoom
- Communal Area Phone
- Automatic Receptionist
- Call Queue:
- Calls are routed to another queue.
- Assisted Care: Shared lines.
- Contact information:
- You can route calls to an external contact if the account contains a list of external users.
- Phone Number:
- Forward to a local number.
Note:- This option is enabled only if you have an assigned direct number.
- It is critical to note that calls made to an external number will be charged according to the plan rate.
- Ensure that the drop-down menu in the drop-down box is set to the correct country/region in order to enter an external phone number. The drop-down menu contains separate entries for some countries that have the same country code and country name.
- Disconnect:
- The call will be disconnected immediately.
How to enable or disable call queue notifications for a member
In case a phone user belongs to more than one call queue, you can enable or disable call notification for each queue. A user can also choose to enable or disable their notification for all call queues.
Note:
All desktop and mobile clients, as well as desk phones, are affected by this setting. Setting this option also syncs with the mobile app and desktop client.
- Log in to Zoom.
- You can access the Call Queues section by clicking Phone System Management in the navigation menu.
- You can edit the queue by clicking the name.
- Select Edit or View under Member(s).
- To edit a member, click the name.
- Next, choose User Settings from the drop down menu.
- Click on one of the following options in the Call Queues section:
- Activating or deactivating all calls from a queue can be done by clicking the Receive Call Queues Calls toggle switch.
Note: - You can revert your previous configuration if you are switching this toggle to on and you had previously turned off toggles for specific call queues.
- Click View or Edit if you are interested in enabling/disabling calls from a specific call queue. You can turn on or off call notification from different call queues by clicking the toggles.
- Activating or deactivating all calls from a queue can be done by clicking the Receive Call Queues Calls toggle switch.