Hey Everyone!

We want to know if there are ways to track if our managers are listening to call recordings made by juniors. The managers should be auditing the calls for quality and our Compliance team monitors the managers to ensure they are doing their checks. 

I checked the admin activity logs but cannot see if people are playing the recordings in the Zoom Phone logs sections. We don't want our managers to be able to download /delete the recordings; I know if they download the recordings we can create a trail but we would like to not consider this as a solution. 

If anyone has a solution let me know. Or is this something we would need Zoom Contact Center for....

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?

We have 5 members in a call queue. This is a secondary/backup call queue, and these people have other primary job functions. They are able to help out with phones when they have free time.

Our company exclusively uses the Zoom app for Macs. We do not have desk phones, and do not have the app installed on our mobile phones.

If a member is going to be in a meeting or on a call, the practice has been to toggle the switch on their zoom app to not receive queue calls. This is a foolproof way to ensure we don't receive calls. However, since answering phones is not the primary job of this call queue group, they don't always remember to toggle themselves back into the queue when they are available.

Being on a Zoom meeting does not preclude them from receiving a call. There are a number of places to change this in the configuration (hide incoming calls while in a meeting, skipping offline members in the queue, enabling call notifications for queue members even if they're on a call, turning on DND), but there seems to be nothing I can check or uncheck to get to the target behavior:

We want a call queue member to  be able to put on DND and have it expire and put them back in the queue. We also want call queue members to NOT receive call queue calls while on a Zoom meeting or on a Zoom phone calls, and to have the calls sent to the next caller in the rotation (phones are set to rotate in a round-robin manner). Calls ring through when our team is on meetings and taking calls. They put their DND on, and the queue does not skip over them to the next queue member- they return and see that they have missed calls. 

Again, they need to:

not receive call queue calls while on a zoom meeting

not receive call queue calls while taking other zoom phone calls

not receive call queue calls while on DND

have all calls routed to the next person on the queue list when any of the above is occurring.

Please help me figure out the settings. Thank you in advance!!

Hello,

We currently have a Call Queue set up with 3 users. However, these users have varying availability hours to take calls (e.g., 7am-10am, 2pm-5pm, etc.). How can we go about making sure that the calls are only routed to available users? Does this happen automatically if the user were to set their availability hours under Phone > Call Handling? This is a little tricky, because the users are available for all other types of call between 7-5, but they just only monitor the call center during select hours. Is there a way to attach availability to calls that come in through the Call Queue specifically? What about the Opt-Out function? Would that be useful here?

Thank you so much!

Kind Regards