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.

Learn how to change the video, email, or messaging queue settings.

Requirements for changing voice queue settings

Table of Contents

How to change voice queue settings

  1. Sign in to the Zoom web portal as an admin with the privilege to edit queue settings.
  2. In the navigation menu, click Contact Center Management then Queues.
  3. 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

Note: You can assign up to 2,000 users to each queue.

Inbound Settings section

Outbound Settings section

Note: Set up outbound voice or video calling.

Callback Settings section

Changing queue callback settings.

Operating Hours section

Set the business hours and closure set the queue.

Storage section

Recording Storage Location: Manage the storage location of Communications Content voice call recordings of this queue.

Policy tab

You can change these settings in the Policy tab:

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:

Survey tab

Upgrade to video