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Newcomer
sbgrizdan
Newcomer
July 28, 2022
Question

Skip Calls When Away

  • July 28, 2022
  • 3 replies
  • 4 views

Is there a way to have queue calls skip a user if a user is away from their desk for a set period of time using the desktop  Zoom app?

 

When employees take a break or are just absent/sick with no notice, its hard to remember and cumbersome for an admin to take that employee off queue calls. And, even if we remember to do so, when the employee comes back, its easy for them not to realize they are off the queue calls and delay toggling back into the queues.

 

Currently, during these absences, we often have queue calls waste time cycling through that empty desk, wasting a lot of time for the callers.

 

Ideally, there would be an option for each Call Queue to skip users when they are idle/away for a set time. This feature would also be a good audit metric in a report to see how often they were idle and how many calls were missed on that desk specifically due to them being idle.

      3 replies

      ChrisO
      Participant
      ChrisO
      Participant
      July 28, 2022

      Hi sbgrizdan,

       

      To suggest a feature update please visit https://zoom.us/feed and fill out the submission form. I have not had a chance to play with Zoom's new Contact Center yet, but this may be a feature within it and could be worth exploring.

        A
        Newcomer
        Amit_Dhanda
        Newcomer
        July 31, 2022

        Hi,

        Yes, in call queue there is an option to configure call distribution option ( I have tried it in Sequential mode) and below that there is a checkbox to skip calls for users, who are offline or like that.

          FORE-Craig
          Specialist
          FORE-Craig
          Specialist
          July 31, 2022

          To expand on the reply made by @Amit_Dhanda , the same option exists for the ‘Rotating’ and ‘Longest Idle’ selections as well as ‘Sequential’. 

          The options reads as follows: 

          • Skip offline members when ringing: Select this option to skip offline members and immediately ring the next available member. If this option is disabled, the call queue will follow the ring duration even if a member is offline. Offline means the member is not signed in to the Zoom desktop client, mobile app, or provisioned desk phone.

          If your users use the computer desktop or mobile phone app, quitting the app will essentially take them offline. Shutting down their computers at night is also a good practice that you might want to advocate. 

          If you use desk phones, the users would indeed need to sign out, or toggle the Call Queue to ‘Off’, which I understand is more challenging for people to remember. 

          You can read about the options here:

          https://support.zoom.us/hc/en-us/articles/360059862471-Changing-call-queue-settings

           

          I hope that helps! 

            S
            Newcomer
            sbgrizdanAuthor
            Newcomer
            August 2, 2022

            Craig, thank you. But I was looking for something a little more automated so it can handle unplanned absences. I wish it would skip the calls if the computer were idle for a set period. The current option requires a manual sign out or disabling of the queue (manual/planned).

              FORE-Craig
              Specialist
              FORE-Craig
              Specialist
              August 2, 2022

              You're welcome! I completely understand. The mechanism for an automatic Away status (idle) is in place, and there is a Call Distribution method of ringing those who are idle first. Hopefully, your proposal will be simple and fast to implement!

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