How to configure Zoom Phone call queues

Configuring Zoom Phone call queues involves setting up routing rules, defining agent availability, and customizing call handling options to efficiently manage incoming calls. This guide walks you through the process of creating and configuring call queues in the Zoom Phone admin portal. You’ll learn how to add agents, define business hours, and configure settings such as overflow handling and music on hold.

Prerequisites

• A Zoom Pro, Zoom United Business, or Zoom United Enterprise account.
• A Zoom Phone license.
• Admin access to the Zoom web portal.
• An understanding of your call routing requirements.
• Consideration of desired music on hold and greetings.

Create a Call Queue

1. Sign in to the Zoom web portal as an admin.
2. In the navigation menu, click Phone System Management, then Call Queues.
3. Click Add.
4. Enter a Name for the call queue (e.g., “Sales Team Queue”).
5. Enter a Description (optional).
6. Assign one or more Extension Numbers for the call queue. Click Add to assign numbers.
7. Select the Site for the call queue, if you have multiple sites configured.
8. Click Save. The call queue profile will be created, and you will be redirected to its settings page.

Configure Basic Call Queue Settings

1. Navigate to Phone System Management > Call Queues and click the call queue you want to configure.

2. In the Profile tab, configure the following:

   • Display Name: Enter a display name that call queue members will see.
   • Caller ID Name: Customize the outbound caller ID name when agents in the queue make outbound calls.
   • Outbound Caller ID: Choose the outbound caller ID number agents in the queue will use for outbound calls.
   • Maximum Wait Time: Set the maximum time a caller will wait in the queue before being routed to the overflow settings or disconnected. Options are in seconds or minutes.
   • Maximum Callers in Queue: Specify the maximum number of callers allowed in the queue at one time.

3. Click Save to apply any changes.

Add Members to the Call Queue

1. Navigate to Phone System Management > Call Queues and click the call queue you want to configure.
2. Click the Members tab.
3. Click Add Members.
4. Search for users by name or email address.
5. Select the checkboxes next to the users you want to add.
6. Click Add.
7. (Optional) Enable calls from call queues by IP phone if desired. Users can opt in or out of shared line groups and call queues by manually dialing via IP phone.

Configure Call Handling Settings

1. Navigate to Phone System Management > Call Queues and click the call queue you want to configure.

2. Click the Call Handling tab.

3. Configure the following:

   • Routing Method: Select a routing method for incoming calls. Available options include:

     • Simultaneous: Rings all available agents at the same time.
     • Sequential: Rings agents in a specific order. Specify the ring time for each member.
     • Rotating: Distributes calls evenly among agents.
     • Longest Idle: Routes calls to the agent who has been idle for the longest time.
     • Least Utilized: Routes calls to the agent who has handled the fewest calls.

   • Ring Time: If using sequential routing, specify the amount of time (in seconds) each agent will ring before moving to the next.

   • Music on Hold: Select the audio played while callers are waiting in the queue. You can use the default music or upload a custom audio file.

   • Greeting Prompt: Customize the greeting played when a caller enters the queue. You can use the default greeting, upload a custom audio file, or use text-to-speech.

   • When No One Answers: Choose what happens when no agents answer the call within the maximum wait time. Options include disconnecting the call, routing to voicemail, or routing to another extension, auto receptionist or call queue.

   • Overflow Settings: Configure how to handle calls when the maximum number of callers is reached in the queue. Options include disconnecting the call, routing to voicemail, or routing to another extension, auto receptionist or call queue.

   • Call Queue Callback: Allows callers to request a callback from an agent instead of waiting in the queue. Enable or disable this feature.

4. Click Save to apply any changes.

Set Up Business Hours

1. Navigate to Phone System Management > Call Queues and click the call queue you want to configure.
2. Click the Business Hours tab.
3. Click Edit.
4. Set the days and times the call queue is open.
5. If desired, set up different hours for specific days.
6. Click Save.
7. If the call queue is closed, configure the Closed Hours settings to define what happens to calls received outside of business hours (e.g., route to voicemail, play a message).

Configure Holiday Hours

1. Navigate to Phone System Management > Call Queues and click the call queue you want to configure.
2. Click the Holiday Hours tab.
3. Click Add.
4. Enter a Holiday Name.
5. Select the Date for the holiday.
6. Configure what happens to calls received during the holiday (e.g., route to voicemail, play a message).
7. Click Save.

Configure Opt-Out Reasons

1. Navigate to Phone System Management > Call Queues and click the call queue you want to configure.
2. Click the Settings tab.
3. Locate the Call Queue Opt-Out Reasons section.
4. Enable or disable Call Queue Opt-Out Reasons.
5. If enabled, customize the opt-out reasons that members can select.
6. Click Save.

Common Issues

• Agents are not receiving calls:
  • Verify that the agents are added as members of the call queue.
  • Check the agent’s Zoom Phone status to ensure they are online and available.
  • Confirm that the call queue’s business hours are configured correctly.
  • Ensure the agent is not opted out of the call queue in their Zoom Workplace app or web portal settings.
• Callers are waiting too long in the queue:
  • Adjust the routing method to distribute calls more efficiently.
  • Increase the number of agents in the call queue.
  • Reduce the maximum wait time to prevent callers from waiting excessively.
  • Consider enabling call queue callback.
• Music on hold is not playing:
  • Verify that music on hold is enabled in the call handling settings.
  • Ensure that the audio file is in a supported format and has been uploaded correctly.
• Incorrect Caller ID is displayed:
  • Confirm that the outbound caller ID is correctly configured in the call queue settings.
  • Check that the agent’s personal caller ID settings are not overriding the call queue’s caller ID.
• Callers are being disconnected unexpectedly:
  • Review the overflow settings to ensure that calls are being routed to a valid destination when the queue is full.
  • Check the maximum wait time to ensure that callers are not being disconnected due to exceeding the wait time.
  • Investigate any network connectivity issues that may be causing dropped calls.