Setting up call queue opt-out reasons in zoom

A list of opt-out reasons for call queues can be set by account owners and admins to prevent calls from being queued. The Receive Queue Call toggle in the Zoom web portal, desktop client, or mobile app will require all members of the call queue to select a reason for opting out when they turn off the Receive Queue Call toggle once this feature is enabled. Suppose, for example, that members of a call queue need to opt-out of call queue notifications for lunch or a break, then as a part of the opt-out process, you can allow members to select lunch or break as reasons for opting out.

The feature can be disabled (multiple sites disabled), enabled (multiple sites enabled), and even enabled at the call queue level, which is the most commonly used level.

Admins can also view the opt-out reasons and change whether members receive queue calls.

This article covers:

• Enabling or disabling call queue opt-out reasons

• Setting up or editing call queue opt-out reasons

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

• Pro, Business, or Education account

• Account owner or admin privileges

• Members must have client version 5.9.0 or higher to select the reasons in the client or app

Enabling or disabling call queue opt-out reasons

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

2. Choose the Phone System Management option from the navigation menu, and then select Call Queues from the list.

3. To edit a call queue, click on the name of the queue you would like to edit.

4. On the Policy tab, click the Edit button.

5. By clicking the toggle for Call Queue Opt-out Reason, you will be able to enable or disable this feature.

Setting up or editing call queue opt-out reasons

1. You will need to follow the instructions in order to enable the reason for opting out of the call queue.

2. You can change the reason for opting out of the Call Queue by clicking on the Set button.
   

   Note: The default reasons cannot be edited by you. 

3. For adding, editing, or deleting reasons, follow the steps below:

   • Add a custom reason: Use the Add Reason button if you would like to add more reasons for call queue members to select from. Click Save after you have entered a reason for your request.

   • Edit a reason: If you would like to edit an existing custom reason, click Edit next to it, enter a reason, and click Save.

   • Delete a reason: To delete a custom reason that you previously added, click on the Delete button next to the custom reason and then click Confirm.

All content and images credit goes to https://support.zoom.us