Call history for call queues

[mnowicky]

We just transitioned ~150 phone numbers over to Zoom phone. Some of these numbers are toll-free, some local, some 800, etc. 

We have 3 numbers setup as a call queue. However, we have no way to see the incoming call history for any of these 3 phone numbers assigned to the call queue. None of the users assigned to the queue have any call history in their zoom app when customers call the numbers assigned to this call queue. 

For example, the 3 phone numbers (888) 662-7760, (716) 260-1756, (888)662-7751
are all assigned to a call queue "Example call queue" with users Cindy, Stacy, Sam in the queue. 

When customers call any of the above 3 phone numbers, Cindy, Stacy and Sam all receive the calls, however there is no record of the caller in their zoom app call history. Furthermore, from the admin console, there's no call record to be found for those numbers either. 

What are we doing wrong? Is there a way to see call history for call queues with caller ID/callers number?

[enielsen]

If you have the power pack, can get call queue only logs in Analytics & Reports. But should also see them in the regular call logs as well.

[mnowicky]

So- no way for agents to see a history of incoming calls for call queue's they are members of from their desktop client, is that right?

[FORE-Craig]

Hi @mnowicky 

I the Zoom desktop app, they should be able to see the calls which came from the Call Queues in the Phone tab under History. Below each telephone number in the history there will be a notation such as "Accepted by John Smith for Sales". Sales in this case if the Name of the Call Queue. There is not a way to filter by them though.  In the Zoom web portal under Phone System Management > Logs, you can filter by Phone Number, Extension, Name for Inbound and Outbound or Both. The easiest way to do this is to type in the Extension Number or Name of the Call Queue. 

I hope that helps!

[Eliot]

hi mnowicky,

according to support article:

Call Queue: The call was received by a call queue. Click Details in the last column to see all call queue members that the call queue tried to reach. If a call member answered the call, you will see Call Connected in the Result column. You will also see the associated auto receptionist if the queue call was routed through an auto receptionist.

Viewing call history logs – Zoom Support

thanks,  eliot

[enielsen]

In the call logs in the web portal, can also filter by choosing call queue in the Path filter. If using the new version of the call logs (think it is still in beta?), there is a similar way to filter.

[enielsen]

For a given agent, if they use their zoom app, they should see any calls that *they* received from the Call Queue while logged into the queue. Can filter in the History section of the Phone portion of the app by "Line"; the call queues the agent is part of should be listed as one of the lines if one clicks on the "All History" popup menu.

[mnowicky]

This isn't how it works for us. Members of the queue don't see any calls in their history from incoming call queue calls.. whether they picked it up or not. 

[FORE-Craig]

Hi @mnowicky 

Did you get this figured out?

If not:

Which Zoom app version and Operating System are they using? 

Could you attach screen shots the set up of the Call Queue (please black out parts of the phone numbers and other sensitive info)!

Thanks!

[enielsen]

So your agents are receiving calls from the call queue but not seeing the history in their zoom app?

But you are seeing the calls in the call logs? (The Path column in the call logs in the portal would say "Call Queue").

Just wanting to make sure they are actually receiving calls from the call queue...