Question
Shared Queue Voicemail Management & Wrap-Up Notes
Our team uses shared call queues and voicemail queues in Zoom Phone, and we're curious how other organizations handle tracking voicemail ownership and callback activity.
Ideally, we'd like the ability for a queue member to:
- Mark a voicemail as completed/resolved after returning a call.
- Add wrap-up notes or call outcomes that are visible to all queue members.
- Provide visibility into who handled the voicemail to avoid duplicate callbacks.
We've tried using tasks and team chat as workarounds. While they help, they require additional manual steps and don't provide a centralized view for everyone in the queue. Task visibility can also be limited depending on who is involved.
Has anyone found a more efficient workflow for managing this in Zoom Phone? If these capabilities aren't currently available, we'd love to see them considered as future enhancements to improve collaboration and queue management.