Subject: Calls routing to agents who are logged out of Zoom but still in the queue

Hello,

We’ve had an issue with calls ringing agents who aren’t actually available because they’ve forgotten to opt out of the call queue before leaving.

Today I found that if a queue uses Sequential distribution and the “Skip offline devices and phone numbers when ringing” option is enabled, a member who is still opted into the queue but signed out of Zoom will be skipped.

Can anyone confirm this is the correct setup for handling this situation, or is there a better approach?

In a related item other people who are in the queue report as rejected even though another person answered the phone and this setting will also skip them and reporting will be more accurate. Does this sound correct from your experience?

Thanks,
RL