Conference Calling for Escalations

hi @tmbpoole 

Zoom has multiple products that could be used such as Zoom Phone, Zoom Phone Power Pack, Zoom Contact Center and Zoom Meetings. 

One approach would be to start with Zoom Phone features including auto receptionists and call queues.  If any required functionality is missing, you could evaluate Zoom Power Pack or Zoom Contact Center.

Zoom Phone

Incoming escalation support line calls to your escalation support line auto receptionist could be routed to one or more escalation support call queues.  Depending on your business, you could have multiple queues, i.e. sales, support, billing, etc.  The call queues would have multiple support agents as members of the call queue who could answer the incoming call.  Members could be assigned to call queues based on their skill in sales, support, billing, etc.  Any one member can be a member of one or more call queues. 

Managing auto receptionists

Changing auto receptionist settings

Creating an interactive voice response system

Managing Zoom Phone call queues

Changing call queue settings

Zoom Power Pack

Zoom Power Pack adds many of the features of a basic contact center.  It is easy to set up and licenses are cost effective.

Supercharge Your Customer Support with Zoom Phone Power Pack | Zoom

Zoom Phone Power Pack Analytics

Using Zoom Assistant

Zoom Contact Center

Zoom Contact Center adds significant sophisticated capabilities but requires more effort to set up.

Getting started with Zoom Contact Center (admins)

Zoom Meetings

You could escalate any call to a Zoom Meeting with one click.  Once in a Zoom Meeting, you could invite multiple support agents to join the meeting.  Zoom Meetings is AI enabled and supports both audio and video conferences.

Elevating or inviting a call to a Zoom meeting

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot