Admin Call Queue Settings in Zoom Phone

How to change call queue settings

Sign in to the Swarthmore Zoom web portal.
In the side navigation menu, click Phone System Management then Call Queues.
Click the name of the call queue you want to edit. Call Queue Admins can change the following settings in the Profiletab:
- Members(s): Click View or Edit to see current members of the call queue or add members. You can add phone users or common area phones to call queues. Each call queue has a maximum of 50 members.
- Business Hours / Closed Hours / Holiday Hours: Customize how inbound calls are routed during business, close, or holiday hours.
- Voicemail: Share the call queue's voicemail inbox.
  Note: To allow callers to leave messages in the call queue's voicemail, change the Overflow setting to route to the current extension's voicemail inbox.
- Active Status: Click the toggle to enable or disable the call queue. Inactive call queues cannot be called but will retain its settings and appear in the Call Queues page.

How to customize business, closed, and holiday hours

You can customize times that the call queue is available to route calls. You can also customize how inbound calls are routed during business, close, or holiday hours.

Business hours

Click Edit to change the times when the call queue will distribute calls. You can set business hours in increments of 10 mins by manually entering a time; for example, 11:10 PM. If you set custom business hours, make sure to configure settings for how you want calls routed during closed hours (ex. Overflow to Voicemail).

Configure the settings listed below to customize how calls are routed during business hours:

Allow queue members to set their own Business Hours:
- If checked, members' business hours will override the call queue's business hours. For example, if you set the call queue's business hours to all day Friday, and a member is off on Friday, the call queue will not route to that member.
- If unchecked, the call queue's business hours will override member's business hours. For example, if you set the call queue's business hours to all day Friday, and a member is off on Friday, the call queue will still route to that member.
Call Distribution: Select a method to distribute calls during business hours.
- Simultaneous: Rings all available members at the same 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 Sequence 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.
- Longest idle: Routes calls to the member who has been idle for the longest time (they have not answered a queue call). 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.
- Additional options if the call distribution is Sequential or Rotating, or Longest idle:
  - Ring duration for each member: Select the amount of time the queue will ring each member. Make sure to take note of the Max Wait Time setting below when selecting the ring duration.
  - Handle multiple incoming calls simultaneously: This advanced setting is only recommended when you have a call queue with high incoming call volume but under-resourced queue members. Calls that came in first may not be answered first. Only when this setting is disabled, when there are multiple calls in a queue, the second call will not ring through until the first call is answered.
  - Skip offline members when ringing: Select this option to skip offline members and immediately ring the next available member. If this option is disabled, the call queue will follow the ring duration even if a member is offline. Offline means the member is not signed in to the Zoom desktop client, mobile app, or provisioned desk phone.
Receive new calls even on a call: Setting is Disabled by default. You can toggle it on to enable call notifications for call queue members while if they are in a call. The call notification will allow members to accept the inbound call, then end or hold the existing call. If this option is disabled, the call queue will skip members who are busy on a call.
Greeting Prompt: Setting is Disabled by default - this is not the voicemail greeting. The Greeting Prompt plays before routing the caller based on the call distribution method. Select a greeting prompt from the drop-down menu or click Audio Library to select, record, or upload custom audio.
Audio While Connecting: Setting is Ring Tone by default - callers will hear the phone ring while waiting to be connected. Select audio from the drop-down menu or click Audio Library to select, record, or upload custom audio. You can also select Disable to not play any audio.
Music on Hold: Plays for the inbound caller when they're placed on hold by a call queue member. Select audio from the drop-down menu or click Audio Library to select, record, or upload custom audio. You can also select Disable to not play any audio.
Max Wait Time: Select the total maximum wait time allowed in the call queue, then click Confirm. When the maximum is exceeded, callers will be routed based on the Overflow option.
Note: When changing this settings, keep in mind your call distribution method and ring duration time (if applicable).
- Simultaneous: Rings all available members for the specified max wait time.
- Sequential: Rings available members one at a time for the specified max wait time. Make sure the ring duration for each member is set at a lower value than the max wait time.
- Rotating: Rings available members in a regularly changing order for the max wait time. Make sure the ring duration for each member is set at a lower value than the max wait time.
Wrap-up Time: Setting is 0 by default. Select the amount of time before another queue call 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 call queues, they will not receive incoming calls from their other call queues when they are in the wrap-up time period for this call queue.
Max Call in Queue: Click Edit to change the maximum number of calls allowed in the queue, then click Confirm. When the maximum is exceeded, callers will be routed based on the Overflow option below.
Overflow: Click Edit to customize the routing options when the Max Wait Time or Max Call in Queue is exceeded. By default, calls are routed the call queue's dedicated voicemail inbox.

Closed hours

If you set business hours, customize how calls are routed outside of business hours. Click Edit to customize the routing options for closed hours.

Holiday hours

Click Manage to designate certain days and hours as holidays and customize the routing options for holiday hours. For example, you could directly route calls to voicemail or play a custom message to tell the caller that the office is away on holiday.

How to customize voicemail greeting and call routing options

NOTE: If you set business Hours, you will need to add a Routing option to Closed Hours as well.

Go to Overflow > Edit to select Routing options for unanswered calls. Select one of the following options in the Route to drop-down menu. The list below only contains options available for Swarthmore CQ Admins:

Voicemail
1. Skip Allow callers to reach an operator - leave box unchecked.
2. Voicemail Greeting: Click Audio Library to customize audio. The greeting plays before routing the call.
  Note:
  - Add members to the Voicemail Access List (under the Policy tab) to allow them to access messages left for the Call Queue (current extension).
  - If routing to another extension's voicemail, the voicemail greeting you set will override the greeting set for that extension.
  - If you're routing to a phone user's voicemail, select Follow User Voicemail Greeting in the drop-down menu to use the phone user's greeting instead of selecting a replacement.
3. Leave voicemail to: Route the caller to the voicemail belonging to one of these extensions.
  - Current extension (the call queue's voicemail)
  - User
  - Call Queue (another call queue)
  - Shared Line Group
User
Common Area Phone
Call Queue: Route to another call queue.
Shared Line Group
External Contact: If the account has a directory of external users, you can route calls to an external contact.
Phone Number: Route to an external phone number. NOTE: this option is not available for Overflow Call Queues.
Disconnect: Immediately disconnect the call.

How to enable or disable call queue notifications for a member

NOTE: Individual members of a Call Queue can enable or disable call notifications for a specific call queue. Call Queue Admins can not configure it for them.

This setting applies to the desktop client, mobile app, and desk phones. This setting also syncs with the identical desktop client and mobile app setting.

Have the member sign in to the Swarthmore Zoom web portal.
Go to Phone User Settings.
Scroll down to the Membership section.
Click View or Edit under Receive Queue Calls
Click the toggles to enable or disable call notifications from a specific call queue.