Call Queue Member - No ring for specific users request | Community
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ButlerChappy
Explorer
August 11, 2026
Question

Call Queue Member - No ring for specific users request

  • August 11, 2026
  • 3 replies
  • 44 views

Hello!

 

We have multiple users apart of a Call Queue who should receive calls normally, however there are other members in this call queue that don’t necessarily need to hear when the line is ringing but would still like to know that there are calls coming in and having the ability to answer them if necessary. Is it currently possible to disable the ringtone for specific users in the call queue group, while still maintaining the function of seeing calls coming in and being able to pick them up if necessary? 

 

I know there is a “Receive Calls Status” that will turn off ringing & seeing who is calling, but I can’t find a specific setting to turn off/adjust the ring tone for each member in the call queue group. This would be extremely helpful!! I also attempted to change the ring tone of the lines on my desk phone, but that did not work unfortunately.

3 replies

E
Community Super Champion | Partner
Eliot
Community Super Champion | Partner
August 17, 2026

hi ​@ButlerChappy 

I do not think there is a way to disable the ringtone for specific users in a call queue.

I have a client that wanted a few users to answer call queue calls and some backup users to handle overflow.  I set up an overflow call queue with the backup users as members.  After a set amount of time in the call queue, incoming calls are overflowed to the backup call queue.  This has helped to make sure all calls are answered even in busy times but spares the backup users unless they are needed.

Would my suggestion work for you?

 

thanks,  eliot

    B
    Explorer
    ButlerChappyAuthor
    Explorer
    August 17, 2026

    Hi Eliot!

     

    Unfortunately, your solution would not work for our specific use case since we still want these members to see the calls coming in, in real-time. At the moment, we just have the user's ringtones silenced on the phones, but this also silences their personal line calls which isn’t ideal. 

    E
    Community Super Champion | Partner
    Eliot
    Community Super Champion | Partner
    August 18, 2026

    hi ​@ButlerChappy 

    Zoom has other more advanced solutions that you may consider.  Even though these solutions have additional costs, these solutions may offer opportunities to improve staff effectiveness and customer satisfaction.  For many companies, telephone and contact center expenses are a drop in the bucket compared to salary and benefit expenses.

     

    Zoom Phone Customer Engagement Pack

    You might consider exploring Zoom Phone Customer Engagement Pack.  This Add-On provides real- time analytics, alerts and other features.  Critical real-time analytics include stats such as service level, inbound monitor (active calls, waiting calls, calls on hold), average call handling time, average call waiting time, longest call waiting time, overflowed calls, abandoned calls and completed calls.  If alerts show service level is not satisfactory, supervisors can be alerted to take action such as jumping on waiting calls.  I have a community bank client that uses Customer Engagement Pack in their in-bound call contact center.   

    Your business may be small, but your phone needs aren’t. | Zoom

    Customer Engagement Pack | Zoom

     

    Zoom Contact Center

    In addition to Customer Engagement Pack,  Zoom has a very advanced omni-channel contact center.  Zoom Contact Center competes well with other dedicated contact center systems in terms of features, ease of use, and pricing.

    Zoom Contact Center: Contact Center Solutions | Zoom

    Contact Center Pricing - Zoom

     

    thanks,  eliot

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