Using Call Queues is a great way to answer incoming calls in a timely and orderly fashion.
In the Zoom Web Portal, along the left navigation under Admin,
click to expand Phone System Management and click Call Queues.
At the top of the window, click Add to begin creating a new call queue.
From the Site drop-down menu, select a site to assign the call queue to.
Enter a name for the call queue and a description if necessary.
Edit or change the extension number if you don’t like the auto-generated extension number.
Finally, click Add to select which users or common area phones to handle the incoming calls.
With your selection made, click OK to finish,
then click Save to create the call queue.
The newly created call queues’ profile page will display
where you can edit or modify the information you just entered.
Assigning the call queue a phone number will allow callers to dial directly into this call queue.
However, a call queue doesn’t need to be assigned a phone number.
Callers can still reach the call queue via an auto receptionist
or by internally calling the specific call queue extension.
After selecting a time zone, you can choose an Audio Prompt Language.
This sets the language spoken and delivery style
if you happen to use the default audio prompts for this call queue.
A great example is American English
{Computerized Voice} Please wait while we connect your call,
being different from British English
{Computerized Voice} Please wait while we connect your call.
For Business Hours, the default is 24 hours a day by 7 days a week,
but you can customize the hours for each day of the week as necessary.
You can also choose to allow or not allow queue members to set their own business hours.
Next is how incoming calls are distributed to the call queue.
You have four options to choose from.
Simultaneous will ring all available members at the same time.
Sequential will ring available members one at a time in the order you choose.
Rotating will ring available members in a regularly changing order so that calls are distributed evenly.
Finally, Longest Idle will route a call to the member who has been idle
for the longest period of time.
Each call distribution option has additional settings that will appear when chosen.
Next is Greeting Prompt, which is an entry message played as a caller enters the call queue.
This audio clip is ideally short in length and identifies where the caller is in the process.
Click on Audio Library to customize the greeting.
Here any audio clips already added to your account are displayed,
as well as the option to Add New Audio.
Zoom provides three different options for you to customize the greeting.
You can either use computer-generated audio based on the text that you enter,
you can record audio directly using your computer,
or upload a pre-recorded audio file.
Configuring the Audio While Connecting and the Music On Hold
both work in the same fashion as the Greeting Prompt.
These two audio files do not need to be different, but they serve different purposes.
Hover over the tooltips for additional information about each of these options.
Also be aware that you can individually disable these if desired.
Four other settings round out this section.
You can set the maximum amount of time someone waits for their call to be answered,
how long an agent has following a call before another call in the queue is routed to them,
how many calls can be in the call queue at a given time,
and where to direct an overflow of inbound calls.
If you selected custom business hours above,
closed hours will appear below allowing you to define how calls to this call queue
are handled outside of normal business hours.
Just like an Auto Receptionist, you can add custom company holiday hours.
I’ve got two holidays added to this call queue
so that when calls come in on those specific days,
a custom greeting plays and then calls are routed as specified.
As we near the bottom, you can grant access to the call queues’ voicemail messages to specific users.
You can also allow them to download and even delete messages.
Deciding where recorded voicemails and calls are stored geographically can also be chosen here.
The last setting is a toggle to turn this specific call queue on or off.
Back at the top, you can explore the two additional subsections for this call queue.
Under Policy you can toggle on or off specific settings.
Under Voicemail you can quickly search through the call queues’ voicemail history
and find a particular message.