Call queue routing if no answer

Forum|Forum|3 years ago
May 3, 2022
3 replies
3 views

I have three people in my call queue. If all of them are busy, I would like for the call to go to an external contact (it's a separate answering service) instead of the generic 'this person is not available' message and then hang up. I can route overflow or after hour calls to this number, but not calls that happen during business hours but all three people are unable to answer. Thanks for any ideas!

FORE-Craig

Specialist

HI Kayla,

You can set the Overflow on the Call Queue to a Phone Number; however, the Call Queue must have a phone number assigned to it. See attachment. If you don't have a spare unused number available from a Common Area Phone for instance, you can add just a phone number to your account for another $5.00 a month, I believe. You need to call Zoom Sales to add it.

I hope that helps!

K

KaylaManateeAuthor

Newcomer

Thanks, Craig! I eventually figured that out too 🙂

For anyone else who doesn't want to pay Zoom more $$, here is the workaround I found: I set User 1 and 2 as sequential members of the call queue and set User 3 to the overflow. I set User 3 up so that if they don't answer, it forwards to the external contact. This way, the caller goes through Users 1 and 2 and then to overflow User 3, and if User 3 doesn't answer, it goes to the external contact.

FORE-Craig

Specialist

Brilliant, Kayla! 👏

B

bcccpatech

Newcomer

Thank-you for this thread, I was having the same problem. I can route to an external number from the main Auto Receptionist/IVR which has (our only) number assigned to it, but not from a subordinate/nested AR or Call Queue.

It would be nice to just be able to select to use the main number for outgoing calls.

Getting Started

Sign up

Login with SSO

Login to the community

Login with SSO

Scanning file for viruses.

This file cannot be downloaded