Newcomer

Question

Logging users in and out of call queues via the API

Forum|Forum|1 year ago
December 11, 2024
6 replies
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There is not currently a way to use the API to log users in and out of the call ques, if managers want to log their user in or out of a call que, I must now give them access to the administrative side of Zoom Phone, whereas if I had API access, I could make them a light weight application for them to sign their users in and out of.

Please can we add to the API to be able to log users in and out of call ques so I can give the managers this access.

Call queues

Y

yveszoom

Employee

Hi @bradleyf , is this what you're looking for? https://developers.zoom.us/docs/api/phone/#tag/call-queues/POST/phone/call_queues/{callQueueId}/members

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bradleyfAuthor

Newcomer

Hi @yveszoom , unfortunately not. That is just adding users to a call que.

It is the case that we have many users in a single call queue, and sometimes the phones still ring when they are on vacation, they need to be able to log out of that call queue when they are on vacation so it does not effect their analytics.

I'm actually surprised this is not already in the documentation and other companies have not requested this. This is actually a common setup, but the user already today has the ability to logout themselves and so does the manager from the Zoom Admin Portal.. but I want to be able to do that from an API so I don't have to give managers access to Zoom Admin Portal, and maybe connect the login / logout of the call queue to our HR system so that the link is made, that when they go on vacation, they are automatically logged out.

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yveszoom

Employee

@bradleyf Okay I see. Thanks for providing more details about the use case. I'll bring this to the attention of the product manager as it looks like a feature request. I can't promise an immediate resolution. I encourage you to also bring this up to your account representative as a feature request.

sparrow

Community Super Champion | Customer

I like the idea. However, call queue is one feature with limitations. Once you start to expand on ideas for call queue, you start to slowing walk into contact center and I think this is where Zoom will draw the line and point customers to their contact center solution.

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bradleyfAuthor

Newcomer

I would have to disagree, as it is already a feature in Zoom non contact-center. I just need to access the feature via API.

sparrow

Community Super Champion | Customer

To clarify, you're disabling a user from receiving queue calls, but at the user level and not natively within a call queue because a call queue does not allow you to do that.

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bradleyfAuthor

Newcomer

No, the call queue natively allows it from the user level. And it's not so much "disabling" but just logging them out from the call queue.

Review this article found here
Same exact feature I am trying to, but by API instead so I do not have to give the managers access to Zoom Admin portal.

It's just very simple in my mind, just a 1 if on, or a 0 if off :D.

sparrow

Community Super Champion | Customer

That's exactly what I stated. The user level/profile is what is allowing you to stop/start a user from receiving calls from any queue they're assigned to. It is not natively built into the call queue configuration itself. If it was? Your CQ admins can easily manage who's on and off the call queue remotely.

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Peggy77

Newcomer

This feature used to be available. We were able to log out agents if they forgot to log out. I just discovered today this is no longer the case. This was very helpful when someone would forget to log out of the CQ. Why was this feature removed? This really messes with analytics.

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