Call Queue Skipping Agents While on Call

[cwood]

Hello:

I have the setting "Receive calls while on a call" enabled for my sequential call queue. When the first agent, however, is on a call either from the queue or their personal line, if another call comes in on the queue, it skips to the next available agent in the sequential queue list.  

I found the below in the documentation from Call Handling:

Note: You will not receive call notifications from call queues if you're currently on a call or have disabled calls from call queues.

I want Agent 1 to be able to receive notification of another call combining on the call queue regardless if Agent 1 is on another call or not.

Is this possible?

[Eliot]

hi @cwood 

Since you have Receive calls while on a call enabled, I would think Agent1 would receive notification of another call coming in from your call queue. 

• Receive calls while on a call: Enable call notifications for call queue members even if they are on a call. The call notification will allow members to accept the inbound call, and then end or hold the existing call. If this option is disabled, the call queue will skip members who are busy on a call.

There is a zoom phone user setting to allow users to select if an incoming call notification would block their current activity.  Please check this setting which should not be enabled.

Incoming Call Notification Options

Support version for Incoming Call Notification Options tooltip

Allow users to select if an incoming call notification would block their current activity.

please also see:

Viewing inbound call notifications for the Zoom app and Zoom Web App

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061291

You may also consider opening a support ticket.

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

Thanks,  eliot

[MGSR]

Hi @cwood!

Did you see the previous response from @Eliot?
If it has resolved your inquiry, please press the Accept as Solution.

If you need further assistance, please let us know.

Have a great day!

[David071]

Unfortunately, that’s expected behavior. Even with “Receive calls while on a call” enabled, Zoom’s call queue logic still skips agents who are currently in an active call — whether it’s from the queue or a personal line.

At this time, there isn’t a way to force queue calls to alert agents already on another call. The only workaround is to use simultaneous ring or shared line groups if you need multiple call notifications at once.

You can also submit this as a feature request to Zoom via https://zoom.us/feed.