Call Queue User Availability

[missdotmoe]

Hello,

We currently have a Call Queue set up with 3 users. However, these users have varying availability hours to take calls (e.g., 7am-10am, 2pm-5pm, etc.). How can we go about making sure that the calls are only routed to available users? Does this happen automatically if the user were to set their availability hours under Phone > Call Handling? This is a little tricky, because the users are available for all other types of call between 7-5, but they just only monitor the call center during select hours. Is there a way to attach availability to calls that come in through the Call Queue specifically? What about the Opt-Out function? Would that be useful here?

Thank you so much!

Kind Regards

[Vinnie · Accepted solution]

Hello @missdotmoe 

You are correct; I would say the Opt-In/Opt-Out is your best option from the point of view of Way-of-Working, and it will help you with the Metrics and Analytics as well.

However, Zoom Call Queues have a very neat feature/setting called "Allow queue members to set their own Business Hours" in the form of a check mark, and by use this, even if the user forgot to "Opt-out" but it has configured a personal Working Hours as Closed, the Zoom Call Queue won't route calls to the user.

Imagine a support team with three members, and they have set their "Zoom Phone Business Hours as below":

• Alice works from 9 AM to 5 PM.
• Bob works from 10 AM to 6 PM.
• Charlie works from 11 AM to 7 PM.

If a call comes into the queue at 9:30 AM, it will only be routed to Alice, as she is the only one available at that time. Similarly, a call at 10:30 AM will be routed to both Alice and Bob, but not Charlie.

There are disadvantages to the above described features and I can elaborate if you want me to; I still recommend using the "Opt-In /  "Opt-out" option, especially if you have a Supervisor and a Dashboard monitoring the queues, Agents, etc.

You can see much more configuration details and useful features of Zoom Call Queues on this Zoom KB document:

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

I hope this helps, and if it does, don't forget to mark it as (Accept as Solution)

Vinnie

[JamesIOH]

This is just mindbending the sink whole of queue "Availability". Is the Zoom Phone dev team restricted from receiving user feedback!?! 
I understand they implemented the ability for staff to set their own availability hours, so at least when outside their business hours they don't ring, but this does not fix the "BUG" that if a user is Offline, Unavailable, Away etc and within their set business hours they can still be Opt-On for a Queue and the call "rings" for them. "THEY ARE OFFLINE". In what bloody universe does a business want clients sitting in Queue when the users opted into the queue, but are clearly by their presence unavailable? Spent so many hours of wasted time with so many Zoom employees and none can explain how this makes sense, nor can any of them do anything useful except go "I understand how that would be annoying".