A call queue is a way to route incoming calls to a group of users using different routing algorithms. Call queue's also introduce additional metrics and reporting functionality and allow functional users to administer their department's phone lines.
Call queues should be used for departmental lines with high call volume where multiple people answer the line. They can also be used for any line where metrics or reporting are useful.
In Zoom Phone, a custom role can be created which allows a departmental user the ability to edit their departments call queue. By being a call queue administrator, users have the ability to do the following:
- Change business hours for call queue
- Add holiday hours for call queue
- Change open and closed greetings for call queue
- Add new members to call queue
- Change call queue routing
- Log others in and out of a call queue (requires a PowerPack license)
- View real time and historical reports for call queue (requires a PowerPack license)
Log In to Edit Call Queue
If you are a call queue admin, you can access the settings for your department by visit https://go.middlebury.edu/zoom/ and selecting "Phone System Administration" and then "Call Queues" from the left side menu. Select the name of the call queue you would then like to edit.
Add Members to Call Queue
Select "View or Edit" next to the member count and then select "Add Members" in the top right corner. A user must be fully licensed for Zoom Phone to be able to be a call queue member.
Change Business Hours, Call Distribution and Greetings
To change open hours, select "edit" next to the business hours menu and select open hours for your office. By default, incoming calls to the call queue will ring during business hours.
Call Distribution refers to the method for routing calls to members of the call queues. It ring all members simultaneous, it can cycle through members based on longest idle time or it can also ring members in the same order each time.
Receive calls while on a call allows multiple people to answer call queue calls at the same time.
A greeting prompt will play immediately before ringing the call queue. Disabling the greeting prompt will force the line to ring when dialed. You can also change the default ring tone and hold music to your preferred options.
You can hover over any of the question marks next to the options for a brief description of what the option does.
The Overflow option is how to control what happens if no one answers the line. By default, it will go to a voicemail box for the call queue. In the example above, it forwards callers to another call queue.
To change the recording for the call queue, hit "Edit" next to overflow and then select the "audio library" option for the ability to record a new greeting through Zoom or type a greeting using the text to speech functionality. The voicemail can be left in the Call Queue mailbox or that of another user or call queue.
Give Call Queue Members Voicemail access and Forward Call Queue Messages to email
Call queue members cannot automatically access voicemail. To give individual access to voicemail messages (via the web and zoom app), click on the Policy tab across the top menu and then "Access Member List" to add members
To add an email address to the notification list, click on "Email List" under the "Voicemail notification by email" options. You can also opt to turn off voicemail message attachments from the emails or other functionality if desired. Sensitive information should not be included in any voice mail messages in accordance with Middlebury's data classification policy.
