call queue setup: ring 2 simultaneously, if no answer ring a 3rd...?

[CEmerson]

How do I setup a call queue to first ring two people simultaneously, and if no answer then ring to a 3rd person? I see it shown as an option in the call queue setup section (see included screenshot below, but I can't find directions on how to set it up that way. 

[MGSR · Accepted solution]

Hello @CEmerson!

Welcome to the Zoom Community! We're glad to have you here.

To set up a call queue in Zoom Phone so that two people are rung simultaneously first, and if there’s no answer, the call is then routed to a third person, you’ll want to use the “Sequential” or “Rotating” ring strategy with a combination of group and individual members. Here’s how you can do it:

1. Go to the Zoom web portal and sign in as an admin.
2. In the navigation menu, click on Phone System Management > Call Queues.
3. Click the name of the call queue you want to edit or create a new one.
4. Under the Members section, add the first two people as a group (you can create a shared line group or use a call queue group if needed).
5. Set the ring strategy to “Simultaneous” for the first two members.
6. To add the third person as a backup, you’ll need to adjust the “Overflow” or “No Answer” settings:
   • Set the maximum wait time for the first group (e.g., 20 seconds).
   • Under Overflow or No Answer, set the action to forward the call to the third person if the first group doesn’t answer.

This setup ensures that the first two people are rung at the same time, and if neither answers, the call is then routed to the third person.

If you need step-by-step visuals or more details, you can review the official Zoom guide on managing call queues.

[MGSR]

Hi @CEmerson!

Did you see the previous response?
If it has resolved your inquiry, please press Accept as Solution.

If you need further assistance, please let us know.

Have a great day!

[MGSR]

Hi @CEmerson!

Given the time elapsed since we last heard from you, I've taken the liberty of marking the provided answer as the solution.

If you need further assistance, please let us know.

Have a fantastic day!