Setting up group rotating in a call queue

Group rotating is a call distribution method that rings subsets of call queue members instead of ringing all members at the same time.

When a call comes in:

• A defined number of members (the Group member size) are rung first.
• If no one answers, the call rings the next group of members.
• This continues until all members have been attempted.
• If no one answers, the call follows the Overflow settings.

For example, if a call queue has 25 members and the group member size is set to 5:

• The first 5 members ring.
• If unanswered, the next 5 members ring.
• This repeats until all members are tried.
• If the call is still unanswered, it goes to overflow.

Learn more about changing business hours, holiday hours, and overflow settings and managing Zoom Phone call queues.

Requirements for managing Zoom Phone call queues

• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan
• Account owner or admin privileges
• Initial Zoom Phone setup to create and manage call queues

How to configure group rotating for a call queue

1. Sign in to the Zoom web portal as an account owner or admin.
2. In the navigation menu, click Phone System Management then Call Queues.
3. Click the name of the call queue.
4. Click the Profile tab.
5. In the Business Hours section, click the Call Distribution dropdown and select Group Rotating.
6. Set the Group member size to the number of members you want to ring at one time.
7. Set the Ringing duration for each group.
8. Click Confirm.
9. Configure Overflow behavior (for example, voicemail or call forwarding).
10. Click Save.

How to configure named rotation groups using multiple call queues

If you want specific members to be rung first, followed by a second set of members if no one answers, use multiple call queues with overflow routing.

(1) Create the first call queue (primary group)

1. Create or edit a call queue.
2. Add the primary group members.
3. Set Call Distribution to Simultaneous.
4. Configure Business Hours Overflow to transfer to a second call queue.
5. Click Save.

(2) Create the second call queue (secondary group)

1. Create a second call queue.
2. Add the secondary group members.
3. Configure Business Hours Overflow to transfer to:
   • The voicemail of the first call queue, or
   • Another destination of your choice.
4. Click Save.

Call flow behavior

• Calls ring all members in the first call queue simultaneously.
• If no one answers, the call is routed to the second call queue.
• If still unanswered, the call follows the overflow settings of the second queue.