Call distributions

[zoom99]

1. How do the sequential and rotating method work? 

2. How to call an extension without showing a pickup in the group?

[Eliot]

hi zoom99,

Call Distribution: Select a method to distribute calls during business hours.

Simultaneous: Rings all available members at the same time.

Sequential: Rings available members one at a time. After selecting this option, specify the ring duration for each member until the Max Wait Time setting below is reached. Click Specify Sequence to rearrange the order by clicking and dragging each row or clicking the arrow icons.

Rotating: Rings available members in a regularly changing order so that calls are distributed evenly. You can specify the ring duration for each member until the Max Wait Time setting below is reached.

Longest idle: Routes calls to the member who has been idle for the longest time (they have not answered a queue call). If the member that has been idle the longest does not answer, the system will rotate to the next member that has been idle for the longest time.

Group rotating: Rings a subset of queue members simultaneously then rings the next subset. After selecting this option, specify the ring duration for each group.

Additional options if the call distribution is Sequential or Rotating, or Longest idle:

Ring duration for each member: Select the amount of time the queue will ring each member. Make sure to take note of the Max Wait Time setting below when selecting the ring duration.

Handle multiple incoming calls simultaneously: This advanced setting is only recommended when you have a call queue with high incoming call volume but under-resourced queue members. Calls that came in first may not be answered first. Only when this setting is disabled, when there are multiple calls in a queue, the second call will not ring through until the first call is answered.

Skip offline devices and phone numbers when ringing: Select this option to skip offline members and immediately ring the next available member. If this option is disabled, the call queue will follow the ring duration even if a member is offline. Offline means the member is not signed in to the Zoom desktop client, mobile app, or provisioned desk phone.

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

for additional details, please see

Changing call queue settings

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

i do not know the answer to your second question - How to call an extension without showing a pickup in the group?

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

thanks,  eliot

[zoom99]

Thank you for your response. If you know about the second question, pls let us know.

[Eliot]

hi zoom99,

please provide some detail on what requirements you need to satisfy.  

please see zoom support article which compares auto receptionist, call queue and shared lines routing methods.

Comparison of call routing methods (zoom.com)

please also see call delegation which is often used for boss/admin cases.

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0067483

depending on the size and complexity of your zoom phone installation, you may want to seek the services of zoom professional services.

Zoom Professional Services | Zoom

finally, these are some excellent support articles.

https://support.zoom.com/hc/en/product-support?id=product_support

thanks,  eliot

[zoom99]

How about shared lines group? 

[zoom99]

Any one know about How to call an extension without showing a pickup in the group memeber?