Changing whether queue members receive queue calls

Account owners and admins with the Zoom Phone Customer Engagement 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 app, 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

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How to change whether queue members receive calls from call queues

Adjust call queue membership settings to ensure the right agents are available to receive calls, helping maintain efficient call distribution across your team.

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 top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click Product configuration, then Phone system followed by Users & Rooms.
  4. Click the Users tab.
  5. Click the applicable phone user name from the list.
  6. Click the User Settings tab.
  7. Under Membership, in the Call Queues section, click the Receive Queue Calls toggle to enable or disable it. 
    Note: If you don't see the Membership section, the user may not yet be assigned to a call queue.
  8. When enabled, click View or Edit to manage the phone user's call queues.
    A pop-up window will appear.
  9. In the window, click the toggles to enable or disable call queue calls for the phone user.
  10. Click Save.
  11. (Optional) Under Receive Queue Calls, next to the call queue name, click the icon to remove the phone user from that call queue. If a confirmation window appears, click Remove.

Call queue analytics

Review call queue analytics to track key performance metrics, such as call volume, wait times, and abandonment rates, for your Zoom Phone call queues.

  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 top-right corner, click your profile picture or initials, then click My account.
  3. In the side menu, click Reports.
  4. Click Zoom Phone.
  5. Click Call Queue analytics.
  6. Click the Realtime tab.
  7. In the Member Availability section, to the right of a call queue member, click the down arrow .
    A pop-up window will appear.
  8. In the window, configure the following settings:
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Keep these things in mind after changing this setting: