Zoom Call Queue Management
This guide will assist you if you are a Call Queue manager/admin, with making changes to your call queue.
*Please be cautious with any changes within our managed call queue. Changes can affect how customers get in contact with us.
- First, open Zoom from within OKTA.
- Scroll to the bottom of the page and locate and select Phone System Management from the left sidebar, under the Admin section.
- Select Call Queues
- Select the name of the Call Queue that you wish to edit.
- You are now on the administrative page for the Call Queue that you manage. Please be cautious with edits.
- To update Members of the Call Queue, select View or Edit on the Members row.
- From here, you can remove Call Queue members or Add them. To add, select Add.
- You can also edit the Call Distribution, between Simultaneous or Sequential. To change this, simply select the dropdown.
- If you select Sequential, you can Specify Order.
- You can drag and drop Call Queue members or use the arrows on the right side to change the sequential order. Ensure to select Save after making changes.
- Holiday Hours are a great thing to keep up with each new calendar year. We highly advise all Call Queue Admins update this each December for the upcoming year.
There are more options that can be changed, such as Overflow during business hours and during Closed Hours.
If you have any questions, please contact us at helpdesk@crossco.com.
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