For Zoom Phone system, how do you turn off the call queue automatically when the user is out of office?

Let's say we are using a call queue Monday - FRI with 9AM ~ 5PM. 

If a user is taking a day off on Friday, I see that we can set or automatically set "Out of Office" status in the Zoom Workplace app. But this does not stop them from receiving the call queue. 

According to this documentation here, it looks like we can turn on "Allow queue members to set their Business Hours," which will "allow" a member who is off on Friday to be not be in the queue. 

This is not the case. After testing, even with "Allow queue members..." enabled, it still behaves the same way despite having "Out of office" status automatically set by Google Calendar. 

Is the expectation that users need to manually turn off the call queue? 

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?

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

If I am picking up the call, I have no idea who Chad, Jamey, or Dave were actually trying to get ahold of because it will not tell me.  Our old phone system let me know that if Terry was calling for Rick, I could pick up the phone and say, “You have reached Rick "LN removed" desk this is Lauren, How can I help you.”

How can we get this setup correctly.  If anyone in the Call Queue see that Bob is calling for Joe.  Joe is not in the office, but Susan sees that the call is for Joe and can answer it and answer confidently.

Hi All,

I currently have setup an Auto-Receptionist to handle incoming external lines. This has a greeting set to advise that calls are recorded for quality purposes etc. This then routes to a call queue that has the team setup to answer.

We used to have it setup so the external lines were going direct to the call queue with the greeting setup there as well. We found that if another office transferred the call, the customer would hear the call recording advice more than once. This was very frustrating to them. The good thing about this setup was the level of reporting that we would get on which external line did they call, the number of abandoned calls during the call recording announcement etc. Unfortunately this level of detail has been lost as the A/R reporting is no where near as good.

My question is if there is a way to satisfy both requirements ie to have the C/R announcement play only once on a call (regardless of whether it is transferred back to the call queue or not) and provide the level of report detail (i tried to replace the A/R with another call queue but to no avail).

I know the originating call is traced so maybe a feature request to add this to the Org settings as a default message of incoming calls?

Cheers,

James

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