Call Queue - See When There Is An Incoming Call

[sdingfelder]

How do we add a status indicator button/light to a desk phone or the Zoom Workplace app that shows there is an incoming call to a queue? 

If this is not possible, how do we submit this as a feature request? The button would also allow users to pick up the call.

[sparrow]

You can setup call monitoring for your call queue. It should also automatically add a monitoring button on a feature supported desk phone. The app will also show call monitoring for the call queue once it's been created and users assigned.. See link below. 

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069509

[sdingfelder]

We saw this, and it almost works. We don't want to listen, whisper, barge, or take over an active call. With those privileges off, we can see that a queue has a call coming in, and then do the *99 + code to pick it up.

Ideally, users would press the line key of the queue on their desk phone or in the app when it is blinking to pick up the call instead of all the additional pickup code key pressing. This is something they are used to from our previous provider.

[sparrow]

I don't understand. If you're a member of a call queue, you shouldn't need to enter a call pickup code to answer the call. Your phone and/or Zoom app automatically rings the primary number assigned to the user when someone calls the queue. The other thing, if you add monitoring and add members to that in the queue, their phone get's a dedicated BLF for the Call Queue Monitoring. If the Call queue is ringing, both the primary number and the call queue monitoring button (if you have extra button) will ring and flash. If you don't see this functionality? I suggest you try a different phone model such as the Poly Edge E series phones. The older VVX aren't in development and haven't been in some time. They are missing quite a few features/enhancements compared to the Edge Phones. I can't speak for Yealink. Cisco phones do not have this feature support. 

[sdingfelder]

We don’t need to enter the call pickup code. Calls do cycle through the queue members. It was nice being able to pick up an incoming queue call instead of waiting for it to cycle through members before getting to one’s extension.

After adding monitoring, the phones got a BLF for the queue, which is helpful. What would be even more helpful is if we could press the button when it is flashing to pick up the call, but since it is a BLF, it will just call that extension.

[Eliot]

hi @sdingfelder 

@sparrow is correct.  

Most call queues are configured to ring members of the call queue.  Members can be called simultaneously, sequentially, longest idle, rotating or group rotating. The members of the call queue can just pick up the call on their desk phone or zoom app.

here are a few zoom support articles that may help.  the first once is a zoom learning center course.

Auto Receptionists and Call Queues - Auto Receptionists and Call Queues

Managing auto receptionists

Changing auto receptionist settings

Creating an interactive voice response system

Managing Zoom Phone call queues

Changing Call Queue Settings

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370

Zoom Phone Certified Hardware
https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060242

Supported desk phone features

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061373

thanks,  eliot

[sdingfelder]

Understood. In this scenario, the queue is set to longest idle. If members of the queue aren't constantly turning queue calls on or off on their account or changing their status to busy or forget to do those or are just not sitting at their desk but are still nearby, then instead of waiting the 10 - 40 seconds for the call to get to the person who sees it and is available, it is nice to be able to pick it up. There are many ways to handle queue calls, we were just trying to replicate what was done before. 

[Eliot]

hi @sdingfelder 

you could use simultaneous.  that way all the members would see all incoming calls.

you could also consider zoom phone power pack.  this add-on provide real time and historical call queue statistics plus a wall board display.  I have bank that uses power pack for their contact center.

Zoom Phone Power Pack Analytics

https://www.youtube.com/watch?v=q6blQsvKf28

Viewing the call queue historical dashboard

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061994

the next step up is zoom contact center.

https://zoom.us/pricing/zoom-contact-center

thanks,  eliot