Changing whether queue members receive queue calls

Account owners and admins with the Power Pack add-on can use the real-time call queue analytics dashboard to enable or disable members from receiving call notifications for inbound calls routed from their call queues. Additionally, they can change individual phone user settings. This setting applies to and syncs across the desktop client, mobile app, and desk phones. 

Queue members can change their opt-in/opt-out status in the Zoom web portal or desktop/mobile app.

Requirements for setting up call queue opt-out reasons

Table of Contents

How to change whether queue members receive calls from call queues

Phone user settings

Follow these steps to change whether queue members receive calls from call queues. You can also use these steps to view the opt-out reasons if these were set up.

  1. Sign in to the Zoom web portal as an admin or a call queue member with the privilege to edit account settings.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the Users tab.
  4. Click the applicable phone user name from the list.
  5. Click the User Settings tab.
  6. Under Membership, in the Call Queues section, click the Receive Queue Calls toggle to enable or disable it.
  7. When enabled, click View or Edit to manage the phone user's call queues.
    A pop-up window will appear.
  8. In the window, click the toggles to enable or disable call queue calls for the phone user.
  9. Click Save.
  10. (Optional) Under the setting, click the icon next to the call queue name to remove the phone user from that call queue. If a confirmation window appears, click Remove.

Call queue analytics

  1. Sign in to the Zoom web portal as an admin or a call queue member with the privilege to edit account settings.
  2. In the navigation menu, click Analytics & Reports.
  3. Click Zoom Phone.
  4. Click Call Queue analytics.
  5. Click the Realtime tab.
  6. In the Member Availability section, to the right of a call queue member, click the down arrow .
    A pop-up window will appear.
  7. In the window, configure the following settings:
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Keep these things in mind after changing this setting: