Zoom Phone Call Queue - Automatic Removal on OOO/PTO Not Functioning

[sudoerase]

Problem:

We utilize a Zoom Phone call queue for our team, with availability set from Monday to Friday, 9 AM to 5 PM. We've encountered an issue where users remain in the call queue rotation even when they are marked as "Out of Office" (OOO) or on Paid Time Off (PTO).

Specifically:

• Users set OOO or PTO in Google Calendar, which syncs with Zoom, correctly updating their Zoom status.
• However, these users continue to receive call queue calls.
• The Zoom documentation states that enabling "Allow queue members to set their own Business Hours" should prevent calls from routing to members outside their business hours.
• This feature is not functioning as described. Despite enabling it, users still receive calls while on OOO/PTO.
• Currently, the only solution is for users to manually remove themselves from the call queue.

Question:

Has anyone experienced this issue with Zoom Phone call queues? Is there a reliable method to automatically remove users from the call queue rotation when they are marked as OOO or on PTO, as the documentation suggests?

[Vinnie · Accepted solution]

Hello @sudoerase 

An external Calendar or external Presence status doesn't have any effect on marking a ZCQ (Zoom Call Queue) user as busy or preventing from receiving phone calls.

In Zoom Phone, the user's Business Hours setup is done within the Zoom Phone User Settings, and that is the settings that Zoom Documentation refers to when it says "Allow queue members to set their own Business Hours".

The best way, in my opinion because it might reflect more accurate results when looking at the Analytics and Metrics reporting, is to use the "Opt-In/Opt-Out" option in the Zoom App for the Call Queue, and it takes a few seconds to do; "educating" yourself to be consistent doing it is another story 😀

But if what I consider to be the best practice is not a good option, then the user should define their own Business Schedule, to automatically mark the OOO and the "Holidays" for those PTO days, and that is a schedule the ZCQ will look at when considering that User to send a Call or not.

Here it is a good link with a document showing how a user can manage all personal Phone settings (including defining the Business and OOO/PTO hours): 

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069132

I hope this clarifies and helps, and if it does, please mark it as (Accept as Solution).

Vinnie

[JamesIOH]

So the solution for all these queue complaints with users being OFFLINE is to manually Opt-In/Opt-Out. Zoom actually suggested I pay someone to regularly check my Users Status and then Opt out anyone who was unavailable. This is just mind boggling as it is one line of code that when my availability is something that is UNAVAILABLE then I am UNAVAILABLE for a Queue. 

[sudoerase]

I totally agree -- it makes no sense to have all these statuses and not to be used naturally. 
It would be nice to have google calendar to integrate correctly where out of office in GCal would show as Out of Office in Zoom and then use that as status for Zoom phone where the person is Out of Office means Out of Office without needing them to manually opt out and opt in.