Zoom Call Transfers Ringing all Call Queue members desk phones

[LuckyVC]

We have a Call Queue on our account that has 3 members who answer any calls that come in to that queue. They are experiencing a weird issue when they go to transfer a phone call to an internal user - all 3 members in the Call Queue will have their desk phones (Polycom VVX 501) ring simultaneously and the member transferring the call will also have their phone ring like there is a call incoming but no display on the desk phone. They also mention that whenever internal users call each other on Zoom, their desk phones will ring as well.

I have done numerous testing with this to determine the cause but I can't seem to find the solution. I have tried adding myself to Call Queue and see if my Zoom apps ring as above (nothing), I have checked call logs in Zoom admin portal and did not find any issues with call flow as stated. 

I am unsure if this is a phone setting or a Call Queue setting that I am missing.

Any help or advice would be greatly appreciated. Any additional information needed, I can add!

Thank you so much~!

[kkrownapple]

Did you ever get this resolved? We are having the same issue.

[LuckyVC]

Hey there! We never did get a reply or answer to this issue from Zoom (good luck, hopefully you get a resolution from them!) so we just let it go entirely and the issue just seems to not be apparent anymore. I am not sure if resetting the phones or reinstalling the desktop client worked. You can possibly try checking out the Shared Line Group or Call Queue settings and see if they are routing incorrectly to the users affected. Apologies I can't be more help in this situation! I hope you find the resolution to the issues you face!

[MGSR]

Hi @LuckyVC, thank you for letting us know that this issue has been resolved for you, and we do apologize for the inconvenience. 

@kkrownapple, kindly update your app to the latest version and let us know if it helps or if you need further assistance.

[Gus_Lippolis]

Do any or all users in queue have a rule to send calls to the queue?  

[MGSR]

Hello @Gus_Lippolis,

All transfer options are enabled by default for both agents and supervisors. However, transfer call options can be controlled by an administrator. You can read more in this article on how to.