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Time based routing for on call rotation

sfowler
Newcomer
Newcomer

Is there a way to route calls to 3 users based on an on-call rotation?

  • Weekdays
    • Mon – Fri:
      • 6AM – 6PM PST:
        • Primary:
        • Secondary
        • Tertiary:
      • 6PM – 10PM PST
        • Primary:
        • Secondary:
        • Tertiary:
      • 10PM – 6AM PST
        • Primary:
        • Secondary:
        • Tertiary:
  • Weekends
    • Saturday:
      • Primary :
      • Secondary:
      • Tertiary:
    • Sunday:
      • Primary:
      • Secondary:
      • Tertiary:
5 REPLIES 5

YaBoiB
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hello @sfowler

 

 I would consider either using a call queue group or a shared line group, dependent on what fits your business needs best. 

 

Both of these options are discussed in this support article https://support.zoom.us/hc/en-us/sections/4413402278285-Call-Routing-Methods 

 

Please let me know if this is helpful for your ask. 

 

Thanks, 

Brandon


Brandon (he/him/his)
Zoom Community Champion
Have you heard of Zoom AI Companion?

FORE-Craig
Community Champion | Customer
Community Champion | Customer

Hi @sfowler 

 

You could set up 6 Call Queues, one for each of the five distinct groups you outlined above (+1 for after midnight)

1 = Mon - Fri 6AM - 6PM

2 = Mon - Fri 6PM - 10PM

3 = Mon - Fri 10PM - 11:59PM

4 = Tue - Sat 12:00AM - 6:00AM

5 = Saturday

6 = Sunday

 

The first can be called from the Auto Attendant set to 24/7. Set the hours for each Call Queue accordingly, and set the Closed Hours Overflow to the next Call Queue in the line-up, and so on and so on. The last one can have a Voicemail or some other Closed Hours Overflow path. 

 

Set up each Call Queue listing the designated Members.

 

You can set the Call Distribution to Sequential, if your intention is for the Primary to always get the calls first. 

 

I hope that helps!

 

Craig

enielsen
Contributor I
Contributor I

If you want simplicity and trust the users to be responsible, make a single call queue and have them logon/off the queue for their shifts

YaBoiB
Community Champion | Zoom Employee
Community Champion | Zoom Employee

I have had customers that have had users try that in the past and it leaves "user error" or "forgetting to sign off" on the table. 

 

 


Brandon (he/him/his)
Zoom Community Champion
Have you heard of Zoom AI Companion?

FORE-Craig
Community Champion | Customer
Community Champion | Customer

Hi @sfowler 

 

Were you able to set up your call routing the way that you wanted? You have received a few answers to your question. 😊 

 

 

Craig