Voicemail suppression when Shared Phone Group toggled off

[andrewparrish]

We have a shared phone group for our front reception desk that has a few members of our administrative staff who rotate behind the desk when our dedicated reception is out of the office. Recently, they brought to our attention that they get bombarded with voicemails from the main office line when they have the shared phone group turned off.

Is there a setting that I am overlooking that includes suppression of them getting voicemails on top of phone calls when they toggle off the shared group as they no longer need to be answering calls from that line?

[sparrow]

Trying to piece together what you are stating. By chance is the shared phone group a Shared Line Group (SLG)? is the front receptionist desk and main office line one and the same? 

[Vinnie]

Hello @andrewparrish 

I assume you are using a Zoom Call Queue to give them all (Operator, and Administrative Staff) the ability to receive calls, with the possibility of "Opt-in/Opt-out" (Toggle button), which only applies/affects the participation on Receiving calls or not from that Call Queue; that configuration is completely independent and it is done in the "Policy" tab of the Zoom Call Queue (Or Auto Receptionist, etc.).

With that said, there are two things you setup in such above-mentioned policy:

• Who has access to: Download and/or Delete and/or Share the Voicemails, and that is configured per user added to that Access List. That allows to See/Manage the Voicemails in each person Zoom Web Portal and the Zoom App as well.
• Notification via Email: Here is where you configure if an Email will be send also as notification, and if the Voicemail Audio will be attached, if a Transcription of the Voicemail will be included in the Email's Body, and if you want to al notify an extra Email(s) in addition to everybody included in the Voicemail access.

This is what I would suggest:

1. Since everybody can see and get a notification on the Zoom App directly, you could disable the Email notification completely; it is typically really not necessary, as the VM notification is very visible on the Zoom App.
2. If you have a compelled reason to use the Email notification, then:
   • Remove all the Administration Staff from the Voicemail Policy > Access Member list and just leave the Operator.
   • Create a Distribution List Email where all the Admin Staff is included (I would bet that exists in your system already).
   • Create a new user Role that will give the Operator, and other (i.e. the Admin Staff) Admin Right to the ZCQ (Zoom Call Queue) so they can manage that ZCQ policy.
   • When the Operator is on vacation (or so), any of the ZCQ Admins can quickly go to the Zoom Portal and Manage to  Enable/Disable that checkmark and populate with the "Admin Staff Group EMail" to receive the EMail notifications.
3. An alternative option for the previous one is to have the Operator to Enable/Disable an Email rule to forward emails coming from Zoom Voicemail to the Admin Staff Distribution List Email.

I hope this helps, although I know it is not ideal. If good enough, please mark this as (Accept as Solution).

Vinnie