A call queue is a method for routing incoming calls to a group of users (members) using specific routing algorithms. Call queues provide additional metrics and reporting functionality, allowing departmental users to manage their own phone lines effectively.
When to Use a Call Queue
Call queues should be used for departmental lines with high call volume where multiple people are responsible for answering. They are also ideal for any line where tracking performance metrics or historical reporting is required.
Call Queue Administrator Capabilities
At Moravian, specific users can be granted a custom role to manage their department's call queue. As a call queue administrator, you have the ability to:
• Change business hours and add holiday/vacation hours.
• Update open, closed, and overflow greetings.
• Add or remove members from the call queue.
• Adjust call routing methods (e.g., simultaneous, sequential, or longest idle).
How to Access Call Queue Settings
1. Log in to the Zoom Web Portal via Okta at https:\\login.moravian.edu using your Moravian credentials
2. Navigate to the Admin Center on the left-hand menu
3. Select Product System Management, then Call Queues
. Select the name of the call queue you wish to edit
Managing Members
1. In the Profile tab, locate the Member(s) section
2. Select View or Edit next to the member count
3. Click Add to search for and add licensed phone users or common area phones to the queue
• Note: A user must be fully licensed for Zoom Phone to be a member of a call queue.
Business Hours, Distribution, and Greetings
• Business Hours: Select Edit next to Business Hours to set your office's standard operating schedule. By default, the queue will only ring during these times
• Call Distribution: This determines how calls reach members. Options include ringing everyone at once (Simultaneous), cycling based on Longest Idle Time, or following a specific Sequential order
• Greetings: The Greeting Prompt plays before the call begins ringing. You can also customize the Audio Library to record new greetings or use text-to-speech functionality
Holiday Hours and Temporary Schedules
Use the Holiday Hours section to manage call routing for university holidays or any time your department needs a temporary schedule change (e.g., staff retreats or departmental meetings).
- Managing the List: Click Manage next to Holiday List & Call Handling to view inherited university holidays or to add your own custom dates.
- Temporary Greetings: This feature is ideal for setting a temporary message that differs from your standard "Closed" greeting. For example, you can record a specific greeting for a staff meeting and set the call handling to route directly to voicemail for just that specific time block.
- Inheritance: Note that standard Moravian holidays (like Thanksgiving or Winter Break) are typically inherited from the Default Holiday Group, but these can be supplemented with departmental-specific closures.
Voicemail Access and Notifications
Call queue members do not automatically have access to the queue's voicemail.
1. Granting Access: Click the Policy tab and select Voicemail to add specific members to the "Access Member List." This allows them to view and manage messages via the Zoom app or web portal
2. Email Notifications: Under the Voicemail notification by email settings, you can add an email list to receive alerts.
Zoom Articles: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064844