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.