Changing Zoom Contact Center voice queue settings
After creating a voice queue, you can change queue settings like adding members and selecting the distribution method.
Requirements for changing voice queue settings
How to change voice queue settings
- Sign in to the Zoom web portal as an admin with the privilege to edit queue settings.
- In the navigation menu, click Contact Center Management then Queues.
- Click the display name of the voice queue you want to edit.
General tab
You can change these settings in the General tab:
Assigned Users section
- Agents: Click Manage to view current members of the queue or add members.
- Supervisors: Click Add or Manage to view or add queue supervisors. Queue supervisors have access to some queue management features.
Queue supervisors are separate from the supervisor default role. Any role can be a queue supervisor.
Note: You can assign up to 2,000 users to each queue.
Inbound Settings section
- Channel: Select Voice channel type for the queue. If you click Edit to change the channel type, the queue settings will reset to the default for the newly selected channel type:
- Voice
- Video
- Messaging : Corresponds to the messaging channel, which consists of:
- Email
- Max Engagement in Queue: Click Edit to change the maximum number of calls allowed in the queue, then click Save. When the maximum is exceeded, callers will be routed based on the Overflow option below.
- Engagement Distribution: Select a method to distribute incoming engagements.
- Longest idle: Routes calls to the member who has been in the Ready status for the longest time since their last inbound notification. If the member that has been idle the longest does not answer, the system will rotate to the next member that has been idle for the longest time.
- Longest Idle while Ready: Routes calls to the member who has been in the Ready status for the longest time since their status changed from Not Ready. If the member that has been idle the longest does not answer, the system will rotate to the next member that has been idle for the longest time.
- Sequential: Rings available members one at a time. After selecting this option, specify the ring duration for each member until the Max Wait Duration setting below is reached. Click Specify Order to rearrange the order by clicking and dragging each row or clicking the arrow icons.
- Rotating: Rings available members in a regularly changing order so that calls are distributed evenly. You can specify the ring duration for each member until the Max Wait Duration setting below is reached.
- Simultaneous: Rings all available members at the same time.
- Additional option if the call distribution is Sequential or Rotating, or Longest idle:
- Notify duration for each queue user: Select the amount of time the queue will ring each member. Make sure to take note of the Max Wait Duration setting when selecting the notify duration.
- Do Not Distribute: Only allow engagements to be manually assigned to queue members. Also, allow the assigned agent or supervisor to release the voice or video engagement back to the queue.
- Consumer Routing: Click Add or Manage to select or change the associated consumer routing profile.
- Agent Routing: Click Add or Manage to select or change the associated agent routing profile.
- Engagement Acceptance: Specify if inbound engagements are auto answered by the agent that the queue routes to.
- Auto: Inbound engagements are auto answered by the agent that the queue routes to
- Manual: Inbound engagementa are not auto answered. Agents will be notified and assigned depending on the queue's distribution options.
- Max Wait Duration: Click Edit to change the maximum wait time allowed in the queue, then click Save. When the maximum is exceeded, callers will be routed based on the Overflow option below.
Note: You can set a max wait duration of up to 12 hours. If the max wait duration is disabled, the consumer can remain in the queue for up to 24 hours. - Overflow: Click Edit then select one of the following routing options when the Max Wait Time or Max Engagements in Queue is exceeded.
- Play goodbye message, then disconnect: The system will play a pre-configured goodbye message to the caller before disconnecting the call.
- Leave Voicemail: Select an inbox to route to, then click Confirm.
- Route to Queue: Select a queue to route to, then click Confirm. You can only route to a queue that's in the same channel as the current queue. For example, if editing a voice queue, you can only overflow to another voice queue.
- Route to Flow: Select a flow to route to, then click Confirm. You can only route to a flow that's in the same channel as the current queue. For example, if editing a voice queue, you can only overflow to a voice flow.
Note: Zoom Contact Center will not provide an automated announcement that notifies the consumer they are being routed to another flow. Use the Send Media widget if you want to play an announcement to consumers. - Click Edit to change the default disconnect message:
- Add Audio: Select, record, or upload custom audio.
- Choose from Assets Library: Select audio from the asset library.
- Queue Waiting Experience: Add multiple media and menu-based interrupts that interrupt the connecting media.
- Media While Connecting: The audio file name that plays before routing the caller to the next available member based on the call distribution method. Click the play icon to play the current audio file. To change the audio, click Edit then select one of these options:
- Click Edit to change the default media:
- Add Audio: Select, record, or upload custom audio.
- Choose from Assets Library: Select audio from the asset library.
- Interrupts: Click Add interrupt to allow media to be interrupted by audio or menu prompts while connecting.
- Media while Transferring: The audio file name that plays while routing the caller to the next available member based on the call distribution method. Click Edit then select one of these options:
- Add Audio: Select, record, or upload custom audio.
- Choose from Assets Library: Select audio from the asset library.
- Media while on Hold: The audio file name that plays when a caller is placed on hold by a queue member. Click Edit then select one of these options:
- Add Audio: Select, record, or upload custom audio.
- Choose from Assets Library: Select audio from the asset library.
- Launch URL: Click the Launch an external URL for incoming engagements on this queue toggle and specify a URL to launch for each engagement. The link will launch for each engagement according to the selected trigger.
- Launch Trigger: Specify when the link will launch for the engagement.
- Link to Launch: Click Edit to enter a valid URL beginning with https://. Insert parameters to pass information about the engagement to the URL as plain text.
- Dispositions: Add dispositions and sets for agents to categorize their engagements. Admins can make disposition selection mandatory or optional for queues.
- Wrap-up duration: Click Edit to select the amount of time before another engagement is routed to a member after they finish a queue call. This can be useful if you require call queue members to take breaks in-between calls; for example, to allow time to enter notes for the call.
Note: If a phone user is a member of multiple queues, they will not receive inbound notifications from their other queues when they are in the wrap-up time period for this queue. - Wrap-up auto-close: Click the toggle to automatically save and close wrap-up at the end of the wrap-up duration. When turned off, wrap-up will close after 12 hours.
- Wrap-up after Transfer: Click the toggle to allow agents to complete their wrap-up when transferring internally or when a supervisor takes over.
- Short Abandon: Short abandoned engagements are those that get disconnected before reaching the set threshold. These records will be labelled as short-abandoned calls in reports. Click Edit to enable, disable, or update the threshold.
- Service Level: Customize how Service Level is calculated.
- Alert: Set up real-time alerts for when the queue approaches or reaches certain KPI thresholds.
- AI Expert Assist: Add AI Expert Assist instance.
Outbound Settings section
Callback Settings section
Policy tab
You can change these settings in the Policy tab:
- Automatic Call Recording / Ad Hoc Call Recording
- Live Transcription: Click the toggle to allow users to view a live transcript in the voice engagements.
- Address Book Contacts: Click the toggle to allow users to search for people in the Zoom Contact Center address books when transferring, or conferencing voice calls.
- Zoom Phone Contacts: Click the toggle to allow users to search for people in the Zoom Phone Contacts directory when transferring, or conferencing voice calls.
- Transfers and conferencing: Control transfer options for agents.
- AI Companion: Manage the AI Companion features for Zoom Contact Center.
- AI Expert Assist: Click the toggle to enable or disable AI Expert Assist features.
- Redact Personal Data: Click the toggle to enable automatic redaction of your customers' personal data from call recordings, transcripts, and messages.
- Click Manage Entity Types to select personal data entity types that you would like to redact.
- Cobrowse: Click the toggle to allow users to start Cobrowse sessions during voice engagements.
Channel Upgrades tab
Upgrade to Video: Allow agents and supervisors in the voice queue to upgrade engagements to video. If enabled, you can configure the relevant settings for upgraded engagements:
- Video Transfers: Allow the upgrade video engagement to be transferred. If enabled, select if they can be transferred:
- All Users: The upgraded video engagement can be transferred to any contact center user.
- Selected Users: The upgraded video engagement can be transferred to specific contact center user. Click Add User(s) for Transfer to specify users.
- Video Engagement Wrap-up: Provide different dispositions and wrap-up settings for engagements upgraded to video. If disabled, engagements upgraded to video will use the existing queue dispositions and wrap-up duration.
- Agent and supervisor video: Click the toggle to start engagement with agent and supervisor video on.
- Automatically turn on video: Click the toggle to start the engagement with both the agent's and supervisor's video on. Agents and supervisors can adjust this setting during the meeting.
- Remote Control: Click the toggle to allow Zoom Contact Center users to remote control the content during screen share.
- Disable auto-delete for consumers after the video ends: Select this option to allow users to choose whether to delete the app after the video call. If not selected, the system will automatically delete the app.
- Video Virtual Background: Click the toggle to enable virtual background for users during video engagements.
- Select a virtual background to apply for agents or click Edit to replace or remove the image.
- Automatic Call Recording / Ad Hoc Call Recording: Change the automatic call recording and ad hoc call recording settings for engagements upgraded to video.
Survey tab
- Voice survey: Click Add to send a survey to consumers at the end of voice engagement. Choose from the active surveys created in Survey Management.
- Indicate to agents and supervisors about the survey: Enable this option to display a notification message above the voice call controls that notifies the assigned agent or supervisor that a survey will be sent to the consumer after the engagement ends. If you enable the option to send the survey after a certain period of time, this notification will also display the specified period of time.
- Survey Delivery: Set a threshold for the survey to be sent for outbound voice calls.
- Only send the survey when the voice call is longer than: Specify the duration in minutes or seconds required for the call to trigger a survey. When unchecked, the survey will be sent for all answered calls, including voicemails.
- Start survey at the end of an engagement: The survey begins at the end of an engagement.
- Send survey after a certain period of time: Consumers receive a phone call with the survey, at the specified period of time after the engagement ends.
- Survey Prompt
- Message to play when consumers start to take the survey: Customize the message that automatically plays to consumers after they start the survey questions. Click the play icon to play the current audio file. To change the audio, click Edit then select one of these options:
- Edit Message: Customize the message that is converted to speech, then click Save.
- Add Audio: Select, record, or upload custom audio.
- Choose from Assets Library: Select audio from the asset library.
- Message to play when consumers complete all the survey questions: Customize the message that automatically plays to consumers after they complete the survey. Click the play icon to play the current audio file. To change the audio, click Edit then select one of these options:
- Edit Message: Customize the message that is converted to speech, then click Save.
- Add Audio: Select, record, or upload custom audio.
- Choose from Assets Library: Select audio from the asset library.
Upgrade to video
- Engagement Survey: Send a survey at the end of engagements, either a video survey or an outbound post-call survey. The default one will be the same as voice survey above. You can choose a different one and override the survey settings.
- Send a survey in video engagement: Enable this option to send a survey to consumers at the end of video engagement.
- Indicate to agents and supervisors about the survey: Enable this option to display a notification message above the video controls that notifies the assigned agent or supervisor that a survey will be sent to the consumer after the engagement ends. If you enable the option to send the survey after a certain period of time, this notification will also display the specified period of time.
- Send an outbound post call survey: Enable this option so that consumers will receive a call with the voice survey.
- Survey Delivery: Click Edit to specify the expiration period for the survey link that’s sent directly at the end of the engagement. This ensures the survey is accessible to the recipient for a limited time.
- Survey Prompt: Click Edit to add a text prompt, or choose from the asset library to let consumers know what the survey is about.