Can't quite figure out call queues | Community
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B
New Member
Bill B
New Member
March 5, 2026
Question

Can't quite figure out call queues

  • March 5, 2026
  • 2 replies
  • 31 views

Hi,

 

I am on a two week trial and since I am not paying yet, can’t get an onboarding call.  I am about 95% of way

to where I need to be.  I have one area in particular I an not quite figuring out.  Here is the basic scenario.

 

I have two lines…..  this is for a small salon business.   The first line is the MAIN number people will call in on. 

All I need to happen is when that line is BUSY that the call get routed and ring the second line.  If it doesn’t get

picked up it will go to a shared voicemail box.   After hours, the call to the main line will automatically go to VM so

no issue with having to route.   That is really it, how do I make sure line 1 routes to line 2 when busy.  

 

Thanks in advance,

Bill

      2 replies

      Vinnie
      Community Champion | Customer
      Vinnie
      Community Champion | Customer
      March 5, 2026

      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

       

      B
      New Member
      Bill BAuthor
      New Member
      March 5, 2026

      Vinne, thanks sorry I wasn’t clear… what I meant is i have to zoom phone numbers, lets say the main number is extension 100 and the second zoom phone number is 102.   So not external phone lines, all zoom based.  

       

      I did see that KB article and it really didn’t help.

       

      Does that make more sense?

       

      Bill

      Vinnie
      Community Champion | Customer
      Vinnie
      Community Champion | Customer
      March 5, 2026

      Hello ​@Bill B , you need to elaborate a bit more about what you have and how you have it configured. Let's go one step at a time:

      Where is the ext.100:  Is a user or a Common Area Phone? Is it in a Physical Desktop Phone Device? 
      Where is the ext.102:  Is a user or a Common Area Phone? Is it in a Physical Desktop Phone Device?

      • If you don't have any of those, your first step is to make sure you have 2x Users or 2x Common area phones which  you can later on add to the ZCQ.

       

      We can jump to the next step after this is clear.

      Vinnie

       

      tom cary
      New Member
      tom cary
      New Member
      March 6, 2026

      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.

        B
        New Member
        Bill BAuthor
        New Member
        March 6, 2026

        Tom, the two numbers are assigned to a call queue, so I don’t see that option?  I did have these options, I believe when the numbers were assigned to users, but i don’t see those options when assigned to a call queue?

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