Is there a way to route calls to 3 users based on an on-call rotation?WeekdaysMon – Fri:6AM – 6PM PST:Primary:SecondaryTertiary:6PM – 10PM PSTPrimary:Secondary:Tertiary:10PM – 6AM PSTPrimary:Secondary:Tertiary:WeekendsSaturday:Primary :Secondary:Tertiary:Sunday:Primary:Secondary:Tertiary:

S

sfowler

Newcomer

Question

Time based routing for on call rotation

Forum|Forum|3 years ago
November 18, 2022
4 replies
6 views

Is there a way to route calls to 3 users based on an on-call rotation?

Weekdays
- Mon – Fri:
  - 6AM – 6PM PST:
    - Primary:
    - Secondary
    - Tertiary:
  - 6PM – 10PM PST
    - Primary:
    - Secondary:
    - Tertiary:
  - 10PM – 6AM PST
    - Primary:
    - Secondary:
    - Tertiary:
Weekends
- Saturday:
  - Primary :
  - Secondary:
  - Tertiary:
- Sunday:
  - Primary:
  - Secondary:
  - Tertiary:

YaBoiB

Community Champion | Employee

Hello @sfowler,

I would consider either using a call queue group or a shared line group, dependent on what fits your business needs best.

Both of these options are discussed in this support article https://support.zoom.us/hc/en-us/sections/4413402278285-Call-Routing-Methods

Please let me know if this is helpful for your ask.

Thanks,

Brandon

FORE-Craig

Specialist

Hi @sfowler

You could set up 6 Call Queues, one for each of the five distinct groups you outlined above (+1 for after midnight)

1 = Mon - Fri 6AM - 6PM

2 = Mon - Fri 6PM - 10PM

3 = Mon - Fri 10PM - 11:59PM

4 = Tue - Sat 12:00AM - 6:00AM

5 = Saturday

6 = Sunday

The first can be called from the Auto Attendant set to 24/7. Set the hours for each Call Queue accordingly, and set the Closed Hours Overflow to the next Call Queue in the line-up, and so on and so on. The last one can have a Voicemail or some other Closed Hours Overflow path.

Set up each Call Queue listing the designated Members.

You can set the Call Distribution to Sequential, if your intention is for the Primary to always get the calls first.

I hope that helps!

E