Can't quite figure out call queues

Hello ​@Bill B , when you say lines are you referring to “Extension Number” lines? Or External Telephone Numbers Lines?

Understanding your current setup helps providing guidance. Call Queues are a way to distribute calls among multiple users or phones; a details explanation can be found in this Zoom documentation:

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064844

Now, you need to either have a Zoom Phone users in the system (even if with the Free Zoom Phone license) to be able to add them into the Call Queue, or maybe “Common Area Phones” (this one require that specific license type) to add them to the Call Queue.

It is a simple as that, however, I can provide better details that accommodate better what you have configured today if you don't mind sharing that information.

Vinnie

Hi Bill, you can achieve this by using Zoom Phone’s call handling settings. For the main line, go to the Call Handling & Forwarding settings and enable call forwarding when the line is busy. From there, set the second line as the forwarding destination. If the second line doesn’t answer, you can configure it to route the call to a shared voicemail box. This setup should ensure that calls to your main number automatically ring the second line when busy.

Hi ​@Bill B  

You need one local toll number for clients to call.

Your auto receptionist will play a greeting and connects caller to your call queue. 

You can add a free interactive voice response system to give callers some options such as make an appointment, directions to your salon, your business hours, etc.  if caller wants an appointment, caller says “appointment” or presses 1.  This will connect the caller to your call queue.

The call queue can ring the two extensions.  Either extension can pick up incoming calls.  If you want one extension to try to pick up all incoming calls, you can use ring sequentially.  If that extension is busy, the other extension will ring.  If both extensions are busy, the next call will go into a call queue for whatever amount of time you specify.   This caller can either hold on until someone is available or request an automatic call back.  Alternatively, when both extensions are busy, the caller could be routed to the call queue voicemail.  The call queue voicemail can be accessed by any Zoom user you authorize.  Voicemail can be set up to send an email to one or both extensions.  

You can set up fixed business hours such as 9 am to 5pm for weekdays and different hours on Saturday and Sunday.  Outside of business hours, you can route calls to voicemail and even route calls to an external answering service (you pay a charge for minutes used). 

Further, if you do not want fixed business hours, you will dial a code to switch to night node when you leave for the day.

Configuring Zoom Phone routing override mode`

For both extensions to make outgoing calls, they must have a zoom phone metered or unlimited calling plan.  Each unlimited calling plan comes with a local toll number.

For your extensions, you can use physical desk phones and or Zoom Workplace clients for PC and mobile devices such as smart cell phones.

thanks,  eliot