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Zoom Phone: Call Queue Admins
If you've been assigned as a Call Queue Admin, you can make routine changes to your department's call queue yourself, without submitting a Help Desk request. This article covers what you'll do:
- Add a closure (holiday, snow day, staff meeting)
- Change a greeting
- Add or remove members
- Change business hours
- Choose who gets the queue's voicemail
For anything else, contact the help@moravian.edu
Note: Zoom updates the Web Portal design from time to time. If a menu looks slightly different from the screenshots, the settings themselves are the same.
Getting to Your Call Queue
- Go to login.moravian.edu, sign in with your Moravian credentials, and click the Zoom tile. If you don't see it, type Zoom in the search bar.
- Click Admin Center at the top right of the page.
- In the left menu, click Product configuration > Phone system > Call Queues.
- Click the name of your queue. You'll only see the queues you manage.
Your queue opens on the Profile tab. Sections 1–4 start here.
1. Add a Holiday or other Closure
Use Holiday Hours for any day or time your office is closed outside its regular schedule: a university holiday, a snow day, a staff retreat or a department meeting. During a closure, calls don't ring your members. Callers hear your closure greeting and can leave a voicemail.
Add each closure your office observes, including university holidays. They aren't added for you.
- On the Profile tab, scroll to Holiday Hours and click Manage next to Holiday List & Call Handling.
- Click Add.
- Enter a name (for example, Thanksgiving Holiday), then choose the start and end date and time. If it happens every year, such as Thanksgiving, set it to repeat.
- Next to Route to, click Edit and choose Voicemail. Always use Voicemail for closures, so callers can leave a message.
- Under Voicemail Greeting, click Edit ˅ > Choose from asset library and pick your closure greeting. See Change a Greeting to create one first.
- Leave Leave Voicemail to set to Current Extension, and click Save.
To change or remove a closure later, select it in the list and click Edit or Delete.
Tip: A closure greeting can say exactly what's happening, for example "Student Accounts is closed today for the Holiday. Please leave a message, and we'll return your call when we reopen tomorrow at 8 a.m." Your regular closed greeting stays the same.
2. Change a Greeting
Save every greeting for your queue in the Assets Library first. Then choose it from the setting where it should play. Your greetings stay in one place, and you can reuse them, for example the same closure greeting for every winter break.
Step 1: Save the Greeting to the Assets Library
- In the left menu, click Product configuration > Phone system > Assets Library.
- Click Add and choose how to create the greeting:
- Text to Speech: Type your greeting and pick a voice. Zoom reads it aloud.
- Upload: Upload a recorded audio file, such as an MP3.
- Record: Record your greeting with your computer's microphone.
- Name it with your department and what it's for, for example Student Accounts CQ – Thanksgiving. Clear names make the greeting easy to find later.
- Click Save.
Step 2: Choose Where the Greeting Plays
On your queue's Profile tab, find the greeting you want to change:
| Greeting |
When callers hear it |
Where to find it |
| Welcome greeting- DISABLED |
Before the call starts ringing (DNU) |
|
| No-answer greeting |
During business hours, when no one picks up |
Business Hours > Overflow > Edit |
| Closed greeting |
Outside business hours |
Closed Hours > Overflow > Edit |
| Closure greeting |
During a holiday or closure |
Holiday Hours > Manage > select the closure > Route to Edit |
- Click Edit next to the greeting.
- In the window that opens, click Edit ˅ next to the current greeting and choose Choose from Asset Library or Add Audio to create a new new Greeting Asset. (Save in Asset Library)
- Select your greeting and click OK, then click Save.
Only change the greeting. Leave the other choices in these windows, such as Route to and Leave Voicemail to, as they are.
3. Add or Remove Members
Members are the people whose phones ring when someone calls your queue. Update this list when staff join or leave your department, or submit a Help Desk ticket to have IT handle this for you.
- On the Profile tab, click View or Edit next to Member(s).
- To add someone: Click Add. Search by name or extension, check the box next to each person, and click OK. To add a shared phone, such as a front desk phone, use the Common Areas tab.
- To remove someone: Check the box next to their name, then click Remove.
- A person must have a Zoom Phone license to be a member. If someone doesn't appear in the search as expected, contact the Help Desk.
- Adding a member doesn't give them access to the queue's voicemail. See Section 5 for more details on Voicemail Access Members
4. Change Business Hours
Business hours control when your queue rings. Outside these hours, callers hear your closed greeting. For a one-time change, such as closing early for an event, add a Holiday closure instead.
- On the Profile tab, click Edit next to Business Hours.
- Select Custom Hours. Check the days you're open and set the From and To times for each day.
- Click OK.
Leave Allow queue members to set their own Business Hours unchecked.
5. Choose Who Gets the Queue's Voicemail
Queue members don't automatically get the queue's voicemail in their email or Zoom Phone app. You decide how your department receives it, using one or both of these settings:
| Setting |
What it does |
Good for |
| Access Member List |
These people can listen to and manage the queue's voicemail in the Zoom app. Each one also gets an email for every new voicemail. |
Departments where staff check voicemail in the Zoom app |
| Email List |
Sends an email for every new voicemail to the addresses you add, such as a department mailbox. |
Departments that work from a shared mailbox |
⚠️ Heads up: duplicate emails. If you use both, the people on the Access Member List get their own email and the department mailbox gets a copy, so the same voicemail arrives twice. Many departments choose only the department mailbox to avoid this. Pick what works best for your office.
- On your queue, click the Policy tab, then Voicemail in the side menu.
To give someone access to Voicemail in the Zoom app: Click Access Member List, then Add Member. To change or remove someone, click ... next to their name.
-
To send voicemail emails to a mailbox: Under Voicemail notification by email, make sure Forward notification to email list is checked. Click Email List, then Add, and type the address. Click the x to remove one.
Leave Voicemail notification by email turned on, and don't change the other settings on the Policy tab.
Call Queue Reports (Available on Request)
- In the Zoom Web Portal, from the left menu pane, click Reports > Usage Reports > Zoom Phone.
- Choose a report and set the dates:
- Real time: See current calls and which members are available.
- Queue: Call totals for your queue over a date range. Click Export to download.
- Members: Activity for each member, including when they opted in or out of the queue.
Zoom Support Links: https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061144
Settings Managed by IT
You'll see other settings on your queue. Please don't change them. Contact the Help Desk if you need something changed:
- Phone number, extension, site and time zone
- How calls ring members (call distribution), wait time and overflow routing
- Routing override mode
- Policy tab settings other than Voicemail
- Active Status. Turning this off stops your queue from taking calls.
- If you prefer that IT handle adding/removing members from call queues, please submit a ticket to help@moravian.edu
Need Help?
Requesting Call Queue Admin access: Supervisors can request admin access for a staff member by emailing help@moravian.edu. Include the person's name and the call queue they'll manage.
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