Enabling or disabling opt-out and Not Ready reasons in zoom app

An admin can enable or disable queue opt-outs or reasons such as “Not Ready” or “No-one is available.” in Zoom Contact Center.

When the ability to choose queue opt-out reasons is enabled, users are required to select a reason when disabling notifications from a queue (opting out of a queue) in order to disable notification alerts. Users who set their status to Not Ready must select a reason when Not Ready reasons are enabled.

You can, for example, allow users to choose Lunch or Break as a reason for opting out or setting their status to Not Ready for Lunch or Break, if they need to opt-out or set their status as Not Ready for Lunch or Break.

Prerequisites for enabling or disabling queue opt-out and Not Ready reasons

• Ownership or admin privileges on the account; or the relevant role or privileges for the account.

• Whether you are a Business, Education, or Pro account holder

• A license for Zoom Contact Center is required

How to enable or disable queue opt-out and Not Ready reasons

1. Zoom’s web portal can be accessed by logging in.

2. Click on Contact Center Management from the navigation menu and then click on Preferences from the drop-down menu.

3. You can toggle the following features on and off by clicking the toggle button:

   • Queue Opt-out: When a user disables notifications from a queue (opts out of a queue), it should be required that they provide a reason why they have done so.

   • Not Ready: If users wish to set their status to Not Ready, they should be required to select a reason for this.

4. It is possible to edit the reasons for the user’s choice if you have enabled either setting.

How to edit reasons

It is possible to tailor the reasons for users to select Queue Opt-out or Not Ready settings if you have enabled them.

1. Zoom’s web portal can be accessed by logging in.

2. Click on Contact Center Management from the navigation menu and then click on Preferences from the drop-down menu.

3. It is possible to add or edit reasons for queue opt-out / not ready in the Queue Opt-out / Not Ready section using the following options:

   • Add a custom reason: You can add more reasons for users to select under the Custom Reasons tab that can be found under Add Reason. Click on the Add button after entering a reason for your request.

   • Edit a reason: In the event that you already added a custom reason, click on the pencil icon next to the reason, type in the reason, and then click Save.

   • Enable or disable a reason: In order to enable or disable a reason, you can check the box next to the reason’s title.

   • Delete a reason: Click on the trash bin icon next to the reason if you added it previously, and then click on Confirm next to the reason.