Enabling auto-answer for call queue calls

Account owners and admins can allow call queue members to auto-answer incoming calls on the Zoom desktop app. Account owners and admins can make auto-answer functionality for call queues available through policy settings at the account, site, group, and user levels. Once available, call queue agents will see options in the web portal and desktop app that allow them to select the auto-answer delay for queue calls that are presented to them. The options include auto-answer turned off, immediate auto-answer, and delayed auto-answer with a delay ranging between 5 and 30 seconds.

Additionally, the Auto-answer call queue calls setting for individual call queues must be enabled for agent auto-answer settings to take effect. When enabled, users hear a brief tone before auto-answer occurs immediately, or see a countdown timer for delayed auto-answer settings. Auto-answer is also inhibited if agents are logged into multiple devices/apps to prevent conflicts.

Note: Current call routing and distribution won’t be affected.

Learn more about using auto-answer for call queue calls.

Requirements for enabling auto-answer for call queue calls

• Pro, Business, or Education account
• Account owner or admin privileges
• Zoom Phone license (any license that includes Zoom Phone Pro features)
• Zoom Phone Power Pack add-on
• Zoom desktop app for Windows, macOS, or Linux: version 6.4.10 or higher

Limitations for auto-answer for call queue calls

Auto-answer for call queue calls has the following limitations:

• Calls will not be auto-answered in the following situations:
  
  • When users are in active calls or meetings.
  • When users are simultaneously logged into multiple applications or devices.
  • When the auto-answer setting for a specific call queue has been disabled.

How to enable or disable auto-answer for call queue calls

Account

To enable or disable Auto-answer call queue calls for all users in the account:

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Zoom Phone tab.
4. Under General, click the Auto-answer call queue calls toggle to enable or disable it.
5. If a verification dialog appears, click Enable or Disable to verify the change.
6. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Group

To enable or disable Auto-answer call queue calls for a group of users:

1. Sign in to the Zoom web portal as an admin with the privilege to edit groups.
2. In the navigation menu, click User Management then Groups.
3. Click the applicable group name from the list.
4. Click the Zoom Phone tab.
5. Under General, click the Auto-answer call queue calls toggle to enable or disable it.
6. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
7. (Optional) To prevent all users in the group from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Site

To enable or disable Auto-answer call queue calls for a site:

1. Sign in to the Zoom web portal as an admin with the privilege to edit sites.
2. In the navigation menu, click Phone System Management then Company Info.
3. Click the applicable site name from the list.
4. Click the Policy tab.
5. Under General, click the Auto-answer call queue calls toggle to enable or disable it.
6. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
7. (Optional) To prevent all users in the site from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Call queue

To enable or disable Auto-answer call queue calls for a call queue:

1. Sign in to the Zoom web portal as an admin with the privilege to edit call queues.
2. In the navigation menu, click Phone System Management then Call Queues.
3. Click the applicable call queue name from the list.
4. Click the Policy tab.
5. Under General, click the Auto-answer call queue calls toggle to enable or disable it.
6. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
7. (Optional) To prevent all users in the call queue from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Phone user

To enable or disable Auto-answer call queue calls for a phone user:

1. Sign in to the Zoom web portal as an admin with the privilege to edit phone users.
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, click the Auto-answer call queue calls toggle to enable or disable it.
7. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.

User (personal settings)

To enable or disable Auto-answer call queue calls for your own use:

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone.
3. Click the Settings tab.
4. Under Membership, click the Auto-answer call queue calls toggle to enable or disable it.
5. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at either the group or account level. You need to contact your Zoom admin.
6. After enabling the setting, click the dropdown menu and select the auto-answer delay for queue calls.
7. Click Save.