Hello:

I have the setting "Receive calls while on a call" enabled for my sequential call queue. When the first agent, however, is on a call either from the queue or their personal line, if another call comes in on the queue, it skips to the next available agent in the sequential queue list.  

I found the below in the documentation from Call Handling:

Note: You will not receive call notifications from call queues if you're currently on a call or have disabled calls from call queues.

I want Agent 1 to be able to receive notification of another call combining on the call queue regardless if Agent 1 is on another call or not.

Is this possible?

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Hi,

Working my way through setup. My calls come to auto receptionist then get sent to one of two call queues depending on time of day. 

One issue I have is that when the call is coming through both on the handset (poly e550) and the desktop app, it only shows the phone number and instead of the name it shows "forward from main auto receptionist" and the phone number. The system knows the name as it is displayed correctly in the call history (on desktop app, in the phone under recent calls it still indicates "forward from main auto receptionist" and the phone number). The voicemail(in the desktop app and email) also properly indicates the name. We need to be able to see who is calling. Any way to make this happen?

Hi, I am using a Zoom environment, I want to know if Zoom offers "Hunt Group" feature and want to know if the Call queue feature is same as the HG feature. I currently have a valid Zoom phone license to make calls and have the admin privileges. It would be nice to know more details about this HG feature.

There is not currently a way to use the API to log users in and out of the call ques, if managers want to log their user in or out of a call que, I must now give them access to the administrative side of Zoom Phone, whereas if I had API access, I could make them a light weight application for them to sign their users in and out of. 

Please can we add to the API to be able to log users in and out of call ques so I can give the managers this access.

Currently, if a call is transferred to a queue, the queue users see only the caller ID of the person transferring the call, not the original caller's number. It makes it difficult when queue users need to go back and reference a caller's number. Is there a way to change this?

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I am currently looking into Fax Cover pages for Online Fax.  For example we are a County Government consisting of multiple departments. I can easily create sheets for individual departments to use but they seem to be available to everyone as I add them.  This makes it too easy for someone to select the wrong one and use a cover sheet with information not pertaining to their respective department.  Can the availability of the cover sheets be limited in some way?

Is there any way to allow a caller who is waiting in a queue to break out to a designated voicemail box if they get tired of holding. 

Ex. we've all heard the on hold verbiage, "we're sorry, we're experiencing an extremely high call volume, if you prefer to leave a message, please press 1.  Otherwise, please continue to hold and the next available agent will be with you shortly."

It looks like this can potentially be fudged via a series of queues or overflowing back to the same queue, but then you get into infinite loops and broken call stats... 

Zoom Phone doesn't even appear to be able to play intermittent on hold messages or announce what caller they are in line or other similar things to help engage the caller.  It looks like these may be possible in Contact Center, but that is way overboard for this type of basic functionality.   How are y'all working around this?