You're invited to Zoomtopia 2022! Our annual user conference will take place in the Americas on November 8-9 and in APAC, Japan, and EMEA on November 17.Learn more about our hybrid event experience
Everything you need to work together, all in one place.Explore Zoom One's Collaboration Tools
Connect virtually from anywhere with Zoom Meetings
Collaborate together with Zoom Chat
Call the world with Zoom Phone
Create and brainstorm with Zoom Whiteboard
Rich conversation analytics to improve sales
Send and receive messages and calendar invitations
Innovative video solutions for every meeting space.
Bring meeting spaces online with Zoom Rooms
Conference Room Connector links existing rooms to Zoom
Innovative solutions for every space
Solutions to host impactful virtual and hybrid experiences.Find a Solution for Every Event
Host hybrid and virtual events with Zoom Events
Elevate your brand with single session events powered by Zoom Sessions
Broadcast at scale with Zoom Webinars
Host and attend classes, group events, and more OnZoom
An omnichannel cloud solution optimized for video.
Engage customers with Zoom Contact Center
Deliver intelligent support with conversational AI
Zoom solutions elevate collaboration across vertical use cases.Discover Zoom Industry Solutions
Enabling exciting new ways to teach, learn, and connect globally
Transforming client engagement and employee experiences
Improving collaboration between agencies, ministries and constituents
Connecting care, collaboration, and medical innovation
Real-time communication, anywhere in the world
Bridging the in-store and online experiences
Expert support and services for all your design, strategy, implementation, event, and hardware needs.
Flexible subscription plans for hardware
An open platform that allows developers to build Zoom apps and integrations.
Explore over 1,500 apps in Zoom App Marketplace
Documentation for building on Zoom's platform using APIs, Webhooks, and SDKs
Resources that help developers evaluate & build with our solutions
Post your questions and get help from our developer community
Zoom Partners bring Zoom's communications platform to market through alliance, sales, and service partnerships.
Explore Zoom's technology ecosystem
Find a trusted Partner
Learn about Zoom's Partner Programs
Access marketing & sales resources
Login to the Partner Portal and click 'Learn'
Discover new ways to use Zoom solutions to power your modern workforce.
Access expert-led tutorials on Zoom products and features.
Network with other Zoom users, and share your own product and industry insights.
Get documentation on deploying, managing, and using the Zoom platform.
Keep your Zoom client up to date to access the latest features.Download Center
Download hi-res images and animations to elevate your next Zoom meeting.Browse Backgrounds
2023-01-25 12:59 PM
Hey all - appreciate any thoughts in advance. I have had this issue multiple times. We are a small 4 license account that all of us are setup to ring in the support queue simultaneously. I've attached screenshots showing an issue today where the call came in to Service and rings on one line but not the other. 2 of the 4 of us got the call. Is there a setting I am missing because this looks correct. Four files showing 1) Our settings on the Service queue 2) all 4 of us in the queue 3) Jeremy getting the 10:36AM call for service from Flint, MI and 4) Joy not getting the 10:36AM call for service from Flint.
Has anyone else experienced this?
2023-01-25 03:57 PM
From your screenshots, it looks like it should be ringing all 4 members. Is it possible that Joy was on another call at the time, or that her Business Hours are set incorrectly? I would check each User's Business Hours/Closed Hours/Holiday Hours just to make sure that something didn't get set incorrectly. (Phone System Management > Users & Rooms > Users > User Settings).
Have you looked at the Phone System Management > Logs to get a better view of what is happening when a call come in? See attached screenshot example of ours. Note that you click the word Details on the right to show the specifics of the Users in the Call Queue under the Incoming Call.
Also check the Wrap-Up Time on your Call Queue. See attached screenshot.
I hope that helps!
2023-01-26 07:28 AM
Hey all, thanks for the tips so far. It makes a little less sense to me looking at the details. The call that did ring to Joy (call log 1) and shows in her history on her client shows it didn't ring to her in the log. The other one shows it rang to Traci's desktop, Dan's cell, Jeremy's cell (this is another issue for another day but shouldn't it ring both the desktop and the cell phone app?) but never rang Joy (call log 2) shows it did not ring either.
I also removed the ability for users to customize business hours but validated Joy's were set to the company defaults and I can confirm she was not on the phone at the time. She was sitting at her desk active on chat but no ring at all.
2023-01-25 04:35 PM
Does the call log in the web portal show that it attempted to ring all 4 members?
2023-01-26 07:29 AM
It does not attached above in reply to Craig.
2023-01-25 09:22 PM
Hi , I see you are allowing users to choose their business hours. Have you made sure they havent set themselves up out of the business hours ( specially when the call was made). Does the call log show, that all users were tried or just the 2 out of 4 ? Please answer and we can continue troubleshooting
2023-01-26 07:29 AM
2023-01-26 11:29 AM
Thanks for sharing. There is no problem with your configuration. This seems to be a problem with Joy's account. Go ahead and open a ticket with Zoom support so they can fix the issue
2023-01-26 10:21 AM
If Joy was logged into the queue at the time of the call, I would expect the Call Log to show something about her. Can you cross check the logs to verify they were actually logged into the queue?
2023-01-26 10:52 AM
If you have a power pack license, there is a page in the analytics to view the opt-in/opt-out of agents, otherwise, you have to go searching through the operations log report.