cancel
Showing results for 
Search instead for 
Did you mean: 
2025 CMX Awards

The Zoom Community is nominated for the 2025 CMX Community Industry Awards in the Customer Support Community category!

Vote now

Several questions regarding call routing practices

ZoomUser1983
Newcomer
Newcomer

Hello - 

 

Admittedly, I am not familiar with the Zoom Phone system, nor am I the operations person that will typically resolve these types of issues.  I may use incorrect terminology or do a poor job of explaining the use case, but here it goes:

 

Outcome I am trying to generate: When an agent misses a call, I would like for the call to rollover to a specific number where there is an agent always standing by.  Is this possible?  Second outcome, when a Support Agent (who uses ZenDesk Talk) attempts to transfer to an agent who is unavailable, I would like for the call to rollover to a specific number where this is an agent always standing by.  Is this possible? 

1 REPLY 1

ZoomMate
Zoom Partner
Zoom Partner

@ZoomUser1983 

As per my understanding, you want to forward all the calls coming to Agent A if the agent misses a call or is unavailable. Now the forwarding destination can be Agent B within Zoom or it can be an External number as well.

Yes, what you want to achieve is possible in several ways. There are two primary ways:

 

1. User Level Call Forwarding if not answered: As Admin, Go to Phone System Management > Users and Rooms > Agent A > User Settings > When a call is not Answered > Select Either Forward to Another extension or Forward to an External number (depending on your use case). Refer to attachment.

 

2. Create a Call Queue: You can create a Call Queue, assign your main number to the queue. Add the Primary and Secondary agent in the call queue and distribute calls in fixed order. Refer https://www.youtube.com/watch?v=4OM3caZjiJE

 

 

Thank you!
zoommate.io