Changing whether queue members receive queue calls in zoom app

It can be enabled or disabled in the real-time call queue analytics dashboard for account owners and admins with the Power Pack add-on so that members receive inbound call notifications for inbound calls routed from their call queues when a call is routed from their account’s queue. It is important to note that this setting is applicable to the desktop client, the mobile app, and the desk phones. In the Zoom web portal or in the desktop client or mobile app, queue members can choose to opt-in/opt-out of the Queue.

Prerequisites for setting up call queue opt-out reasons

  • Zoom Phone license (any license that includes Zoom Phone Pro features)

  • Zoom Phone Power Pack add-on

  • Call queues set up with admins/members

  • Call queues contain call activity

  • If you would like to access the call queue analytics and historical reports for a call queue, you must be an admin or a queue member

  • It is required that members have a client or app version of at least 5.9.0

How to change whether queue members receive calls from call queues

The following steps will guide you through the process of changing whether queue members will receive calls from call queues. If you have set up opt-out reasons on your account, you can also view them using these steps.

  1. Sign in to the Zoom web portal as a member of the call queue or as an administrator.

  2. Click on Analytics & Reports from the navigation panel.

  3. In the Call Queue Real-time Analytics section, click on the button.

  4. Use the drop-down menus at the top of the page to select only the data from a specific call queue or site to view data from a specific site.

  5. Click on the display name of the call queue you would like to edit in the Call Queues section of the Call Queues section.
    On the dashboard, you will be able to see a list of members of the call queue along with their opt-in/opt-out status.

  6. It is possible to enable or disable call queue calls for each member of the call queue by clicking the toggles in the Receive Queue Calls column.

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After you change this setting, it is important to keep the following in mind:

  • You will see that the label, Forced, will appear under the toggle if you choose to force a queue member not to receive queue calls.

    • As a result of enabling the option to opt out of the call queue for the following reasons:

      • Whenever a member opts out (sets that they do not want to receive queue calls) you can see the reason for their opt-out.

      • You will not need to select a reason for opting out of a call queue if you force a member to opt out of a call queue in order to force them out of it. Toggling off Receive Queue Call functionality in Zoom’s web portal, desktop client, or mobile app requires only members to select a reason when turning off the toggle.

    • As long as you set the Receive Queue Call status in the Zoom web portal or desktop client, queue members will be able to change their status in the Zoom mobile app and desktop client regardless of the status you set.

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