Using auto-answer for call queue calls

Once enabled, call queue agents can view 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.

Users hear a brief tone before the auto-answer occurs immediately, or see a countdown timer for delayed auto-answer settings. Auto-answer is also prohibited if agents are logged into multiple devices/apps to prevent conflicts.

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

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

Requirements for auto-answer for call queue calls

Limitations for auto-answer for call queue calls

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

Table of Contents

How to configure auto-answer for call queue calls on the Zoom desktop app

Windows | macOS | Linux

Note: First, make sure that the Auto-answer call queue calls setting is enabled for your account.

  1. Sign in to the Zoom desktop app.
  2. Click your profile picture, then click Settings.
  3. Click Phone .
  4. In the Calling preferences section, to the right of Auto-answer call queue calls, click the dropdown menu and select the auto-answer delay for queue calls.

How to auto-answer call queue calls

Windows | macOS | Linux

Note: First, make sure that the Auto-answer call queue calls setting is enabled for your account and configured on the Zoom desktop app.

When the Auto-answer call queue calls setting is enabled for the user, and when a call queue call comes in, the call will be automatically answered according to the pre-defined auto-answer period. If the auto-answer period is set with a delay instead of Immediately, call queue members will see a countdown on the incoming call notification under the Accept button to let them know when the call will be auto-answered (in seconds).

  1. Receive a call on the Zoom desktop app.
    A pop-up window will appear, displaying the incoming call notification.
  2. On the pop-up window, select from the following options:
    • In the top-right corner, click the icon to close the pop-up window.
      Note: The auto-answer countdown will keep running on the backend.
    • Skip : For immediate auto-answer, you can skip the pop-up window. When the call is auto-answered immediately, you will hear a brief ring tone (only to you) as an indicator that the call is about to be answered.
    • Accept : A countdown will appear on the Accept button, showing when the auto-answer action becomes effective (in seconds). You can manually answer the call before the expiration of the countdown timer. 
Zoom Web App

Note: First, make sure that the Auto-answer call queue calls setting is enabled for your account and configured on the Zoom desktop app. If it's disabled in the desktop app, you will not be able to use this feature in the Zoom Web App.

When the Auto-answer call queue calls setting is enabled for the user, and when a call queue call comes in, the call will be automatically answered according to the pre-defined auto-answer period. If the auto-answer period is set with a delay instead of Immediately, call queue members will see a countdown on the incoming call notification under the Accept button to let them know when the call will be auto-answered (in seconds).

  1. Receive a call on the Zoom Web App.
    A pop-up window will appear, displaying the incoming call notification.
  2. On the pop-up window, select from the following options:
    • In the top-right corner, click either the  or  Skip icon to end the call.
    • Accept : A countdown will appear on the Accept button, showing when the auto-answer action becomes effective (in seconds). You can manually answer the call before the expiration of the countdown timer.