Change queue settings for Zoom Contact Center

Queue settings can be modified once a queue is created, including adding members and choosing how the queue is distributed.

The following topics are covered in this article:

• How to change call queue settings
  • Assigned Users section
  • Inbound Queue Settings section
  • storage area
  • Callback Settings section
• Distribution Settings
  • Voice or video channel types
  • Chat or SMS channel types

Prerequisites for changing queue settings

• An account requires administrator or owner privileges
• There are three types of accounts: Professional, Business, and Education
• A license for Zoom Contact Center must be purchased
• Queues can be created for voice calls, video calls, chats or SMS text messages

How to change call queue settings

1. Log in to the Zoom web portal by entering your username and password.
2. Select Contact Center Management from the navigation menu, then click Queues at the bottom of the screen.
3. You can access the queue you want to edit by clicking on the queue’s display name. On the Profile tab you can change the following settings:

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Assigned Users section

• Agents: To view or add new members to the queue, click Manage.
• Supervisors: To view or add supervisors, click the Add or Manage button. As a supervisor, you can access queue analytics and closed/active engagement information from the desktop client.

Inbound Queue Settings section

• Channel type: Displays the channel type associated with the queue. Flow triggers are the types of flow events that can contain queues similar to this one. You can change the channel type by clicking the Edit button.
• Media on connect (only available when channel type is Speech): Depending on the call distribution method used, the caller is routed to the next available member in the queue after hearing the name of the audio file being played. If you want to select, record, or upload your own audio, click Edit.
• Media for broadcast (only available when the channel type is Speech): As a result of the selected call routing method, this feature displays the name of the audio file that will be played when the call is routed to the next available member. To select, record, or upload your own audio files, click Edit.
• Media on Hold (only available when channel type is Speech): While a caller is on hold by a queue member, the audio file name is displayed at the top of the window. You can select, record or upload custom audio files by clicking the Edit button.
• Distribution: Choose a method for distributing incoming engagements based on the type of engagement.
• Agent Routing: You can select or change the routing profile associated with an agent by clicking the Add or Manage button.
• consumer Forwarding: To select or change the forwarding profile associated with the consumer, click Add or Manage.
• dispositions: In order for agents to be able to categorize their engagements, you must add dispositions and sets.
• After a member ends a queue call, they can choose the length of time before another engagement is routed to that member after ending the first engagement. Specify the amount of time before the next interaction is routed to them after the first one completes. For example, if you want to make sure your call queue members take breaks between calls so they can enter notes for each call, this can be useful if you require them to take breaks between calls.
  Note: If a phone user belongs to more than one queue, he or she will not receive incoming notifications from any of their other queues during the period that their queue is ending.
• Post-processing flow (only available when the channel type is Speech or Video): The wrapup expiration limit and default disposition can be enabled or disabled by clicking the toggle on the right. It can be configured to automatically close the engagement after the expiry time; agents’ status is automatically changed from busy to ready; the default disposition is set automatically when the expiry time is exceeded.
• Note: Constraints must be set using the Constraints setting if the toggle is grayed out. If the toggle is grayed out, you must select specific dispositions (not sets of dispositions) for the queue.
• Short Exit (only available when the channel type is Voice or Video): The term “short-abandoned interaction” refers to interactions that are disconnected before they reach the specified abandon threshold. Reports for the contact center do not include information about these recordings. The threshold can be enabled, disabled or updated by clicking the Edit button.
• Maximum waiting time: The maximum time allowed in the queue can be changed by clicking Edit and then Save if you wish to change it. The callers exceeding the maximum number will be routed according to the overflow option mentioned below when the maximum number is reached.
• Max engagement in queue: The maximum number of calls that can be queued can be changed by clicking Edit and then Save to save your change. Callers who exceed the maximum number will be routed according to the overflow option below when the maximum number is exceeded.
• overflow: Please click edit to customize routing options based on max wait time or max number of queued engagements if exceeded.
• Automatically closed settings (only available when the channel type is Chat): To handle and close inactive chat interactions, you need to decide how to handle them.
• Auto close time (only available when channel type is SMS): Set up the process for handling inactive SMS engagements and close them when they become inactive.

storage area

• Recording Location: In this section you can control the location of the communication content (audio recordings that are part of this queue) for storage.

Callback Settings section

The queue callback settings can be changed. Only voice queues and video queues can be used for this function.

distribution options

Different distribution options are available depending on the queue channel type.

Voice or video channel types

• Simultaneously: At the same time, a ring is sent to all available members.
• Sequential: A ring is sent to each available member in turn. After selecting this option, the following steps should be performed. You must specify the ring duration for each member before the maximum wait setting is reached. To rearrange the order, you can click and drag each row or click the arrow icon to rearrange them in the correct order using the arrows.
• Rotating: Calls are distributed evenly among available members based on a regularly changing order of who is available. To ensure each member has a chance to hear a ring, you can set a maximum wait time for each member.
• Longest idle: If a member has been inactive for an extended period of time (the longest idle call in the queue), calls are routed to them. The system switches to the next longest idle member if the longest idle member does not answer the call.
• Additional option when call distribution is Sequential or Rotating or Longest idle:
  • Notify duration for each queue user: To control how long the queue rings for each member, you need to select the duration of the ringing. When selecting the notification duration, you must ensure that the “Max. Waiting time” is taken into account.

Chat or SMS channel types

• Most Available: Notifies queue members who are lightly utilized but have not yet reached their maximum messaging concurrency set in the user preferences and who have not yet reached their maximum messaging concurrency.
• Notification duration for each queue user: Select how long each member of the queue is notified by the queue. When selecting the notification duration, please pay attention to the Max Wait Time setting.

frequently asked Questions

How can queues be reached in Zoom?

Access Zoom’s web portal by logging in. You can access call queues by clicking Phone System Management in the navigation menu. Just click the Add button.

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