Zoom Contact Center admins can change queue settings to add multiple media and menu-based interrupts that interrupt the audio set in the Queue Waiting Experience section. Menu-based interrupts allow consumers to press a key to request a callback, leave voicemail, or route to another flow.

This article covers:

• How to configure a menu-based interrupt for voice queues
• Menu-based interrupt settings
  • Menu Language section
  • Keypresses section
  • Menu Timing section

Prerequisites for configuring menu-based interrupt settings for voice queues

• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license
• Voice queue created

How to configure a menu-based interrupt for voice queues

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click the display name of the queue you want to edit.
4. In the Queue Waiting Experience section, click the Interrupt toggle to enable or disable interrupt media.
5. If enabling Interrupt, click Add Interrupt and select one of these options:
   • Add Audio: Select, record, or upload custom audio. (Optional) Under Playback Options, select Loop then specify the time period. For example, if you specify a loop of 1 minute, the interrupt media will play every minute. 
   • Choose from Assets Library: Select audio from the asset library. (Optional) Under Playback Options, select Loop then specify the time period. For example, if you specify a loop of 1 minute, the interrupt media will play every minute. 
   • Add Menu-based Interrupt: Provide menu-based options that allow consumers to interrupt leave voicemail, request a callback, return to the beginning of the flow, or redirect to a new flow. After selecting this option, you can change menu-based interrupt settings.
     Note: You can't select this option if you already added it.
6. After adding and saving an interrupt, change these settings:
   • Start Time: Set the start time (hours, minutes, seconds) to play the interrupt media after the default media starts playing.
   • Duration: Displays the duration of the interrupt media file.
7. (Optional) Click Add Interrupt to add additional interrupt media.

Menu-based interrupt settings

Menu Language section

• Menu Language and Voice: Select the language and voice will be applied to default messages for menu and callback prompts that you configure below.

Keypresses section

• Keypress: Select a key that consumers need to press to preform the action below.
• Menu Action: Select one of the following actions that the consumer will perform after pressing the key. After selecting an option, customize the associated settings.
  • Request Callback
    • Messaging to Play: Enter text that will be converted to speech and played to consumers before they can request a callback. 
  • Leave Voicemail
    • Voicemail Inbox: Click Select Inbox and select the inbox that will receive the message.
    • Messaging to Play: Enter text that will be converted to speech and played to consumers before they can leave a message. 
  • Route to Flow
    • Flow: Click Select Flow and select the flow that consumers will be routed to.
    • Messaging to Play: Enter text that will be converted to speech and played to consumers before they are routed to the flow. 
• Offer to Repeat Menu Options: Offer consumers an option to repeat menu options after pressing a key. Timing for subsequent queue interrupt media will resume after the menu is repeated.
  • Keypress: Select a key that consumers need to press to repeat all the menu options. All message prompts will repeat for the consumer.
  • Messaging to Play: Enter text that will be converted to speech and played to consumers before they repeat the menu options. 

(Optional) Click Add Keypress to add more menu options. You can only add each menu action once to the menu. If there are several menu options, the Messaging to Play will play sequentially for consumers. Click the up and down arrow icons to rearrange the order of menu options.

Menu Timing section

• Estimated Wait Time: Offer the menu according to the consumer’s estimated wait time in queue.
  If the consumer’s estimated wait time is greater than the set Time to Offer Menu, the consumer will be first offered the menu when they enter the queue. If the estimated wait time is less than the Time to Offer Menu, the consumer will be first offered the menu at the set Time to Offer.
• Time to Offer Menu:  The start time that consumers will be offered the menu options, as long as they’re still waiting. When this time is less than their estimated wait time, they will be asked right away instead of the start time. For example, setting this to 60 seconds mean consumers will hear messaging prompts for all menu options 60 seconds after they've connected to the phone number.
  Note: This should be less than the Max Wait Duration in queue settings.
• Time to Accept: The amount of time consumers have to choose a menu option after all menu options are offered.
• Playback Options: Select an internal to loop all menu messaging prompts until they choose an option or the Max Wait Duration in queue settings is reached. For example, setting this to 5 minutes menus all messaging prompts are played every 5 minutes.