Setting up call queue opt-out reasons

Account owners and admins can set a list of opt-out reasons for call queues. When enabled, all call queue members will need to select an opt-out reason when they turn off the Call Queues toggle in the Zoom web portal or desktop/mobile app. For example, if call queue members need to opt out of call queue notification for lunch or break, you can allow users to select "lunch" or "break" as an opt-out reason.

This feature can be enabled at the account level (multiple sites disabled), site level (multiple sites enabled), or call queue level.

Admins can also view the opt-out reasons and change whether members receive queue calls.

Requirements for setting up call queue opt-out reasons

• Pro, Business, or Education account
• Account owner or admin privileges
• Zoom Phone license (any license that includes Zoom Phone Pro features)
• Zoom desktop app for Windows, macOS, or Linux: Global minimum version or higher
• Zoom mobile app for Android or iOS: Global minimum version or higher
• Customer Engagement Pack add-on
  Note: Call Queue members must have this add-on

How to enable or disable call queue opt-out reasons

1. Sign in to the Zoom web portal as an admin 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 click Phone system then Call Queues.
4. Click the name of the call queue you want to edit.
5. Click the Policy tab.
6. Click the Call Queue Opt-out Reason toggle to enable or disable it.

How to set up or edit call queue opt-out reasons

1. Follow the instructions to enable call queue opt-out reasons.
2. Under Call Queue Opt-out Reason, click Edit.
   Note: You can't edit the default reasons.
3. Follow these points to add, edit, or delete reasons:
   • Add a custom reason: Click Add Reason to add more reasons for call queue members to select. Enter a reason, then click Save.
   • Edit a reason: If you previously added a custom reason, click Edit next to the reason, enter a reason, then click Save.
   • Delete a reason: If you previously added a custom reason, click Delete next to the reason, then click Confirm.