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A Call Queue allows Admins to be able to route incoming calls for a main number to a group of users (extensions). This guide is for Admins of a Call Queue that want to know the main settings that they can change for their Call Queue, which settings can only be configured on the Zoom Web Portal.
NOTE: Initial setup for a Call Queue for your department or team must be completed by Colby ITS. Being an Admin of a Call Queue means you can configure the settings of the Call Queue. As an Admin of a Call Queue, its important to understand the Member functions as well.
Getting Started
Login to the Call Queue
1. Navigate to the Zoom web portal via the link - https://colby.zoom.us/profile
2. In the left menu, scroll down to the Admin section, then click to expand Phone System Management.
3. Click on Call Queues.
4. Select the Call Queue you would like to manage.
Call Queue Analytics and Reports
Call Queue Analytics and Reports are available for Call Queue Admins to view. Colby ITS has created a separate knowledge base article on how to view this information. Click here to be redirected to the Call Queue Analytics and Reports article.
Profile Tab
Admins can adjust the functions of the Call Queue in this tab. Below, we highlight all of the profile settings that you may need to configure.
NOTE: There are settings in the Profile tab that are configured by Colby ITS. Contact Colby ITS at support@colby.edu for extra guidance if needed.
Add Members
You can add and remove members that you would like to be included in the Call Queue. All members of the Call Queue are added to the Call Distribution flow.
1. In the Profile tab, click on View or Edit next to the Members section.
2. To add a member, click on Add at the top.
3. Search for the User or Extension you would like to add to the Call Queue. You can select multiple members to add at once.
4. Once you've selected the user(s), click OK.
5. By default, members will not receive the voicemails for the Call Queue unless they are an Admin. If you need to allow the member to view the voicemails for the Call Queue, click here.
Add Admins
To add Admins to manage your Call Queue, contact Colby ITS at support@colby.edu to request this
Business Hours
Set the hours your department or team is operating. To configure the voicemail during Business Hours, click here.
1. Click Edit to the right of Business Hours.
2. Click on the bullet next to Custom Hours.
3. Use the check mark boxes next to the days of the week to enable that day.
4. Use the drop down boxes to schedule the opening and closing times.
5. Click OK when you are finished.
6. (Optional) To enable members to set their own Business Hours to receive calls for the call queue, click on the checkmark box next to Allow queue members to set their own Business Hours. Member's business hours will override the call queue's business hours.
Call Distribution
You can set how calls are routed during Business Hours here. Select one of the five methods to route:
- Simultaneous: Rings all available members at once.
- Sequential: Rings available members one at a time in a specified sequence. This is the most common method at Colby. For configuring the Sequential method, click here.
- Rotating: Rings available members in a regularly changing order so that calls are distributed evenly.
- Group Rotating: Ring and rotate between specified groups.
- Longest idle: Ring the member that has been idle the longest first.
There are additional settings with Sequential, Rotating, and Longest idle that can be configured:
- Ringing duration for each member: Select the amount of time the queue will ring for each member
- Handle multiple incoming calls simultaneously: It's recommended to keep this setting unchecked. Having this setting unchecked makes it so when there are multiple incoming calls in the queue, the second call will not ring through until the first call it answered.
- Skip offline devices and phone numbers when ringing: Check this to skip offline members and ring the next available member.
Additional settings for how calls flow through the queue:
- Receive calls while on a call: Check this option to allow members to receive call notifications even if they are busy on a call
- Music on Hold: Plays music for the inbound caller while they are waiting. This can be disabled.
- Max Wait Time: Set the max wait time for the inbound caller to wait in the queue. Once the wait time is exceeded, the inbound caller will be routed based on the Overflow option.
- Wrap-up Time: Specify the time that a member has following a call before another call is routed to them.
- Max Call in Queue: Specify the maximum number of inbound callers. If this number is exceeded, inbound callers will be routed based on the Overflow option.
- Overflow: This is where you will configure how the call is routed, based on the following conditions being met:
- If Max Wait Time is exceeded (also known as the call not being answered).
- If Max Call in Queue is exceeded.
- The Overflow is where you set the voicemail during Business Hours.
Configuring the Overflow to Voicemail
1. In the Business Hours section, click Edit to the right of the current routing method, to the right of Overflow.
2. Verify the Routing Option is set to Voicemail
3. Click Edit underneath Voicemail Greeting.
4. From the dropdown menu, if you need to create a voicemail greeting, select Add Audio. If you have already created an voicemail greeting, select Choose from asset library to select your Audio.
5. For creating a Voicemail Greeting, click here. For selecting an existing audio (an asset), click here.
6. Once finished with configuring a voicemail, click Add.
7. Verify that Leave Voicemail to is set to Current Extension. Current Extension is referencing the Call Queue's extension.
8. Once finished, click Save.
Configuring the Overflow to a User
1. In the Business Hours section, click Edit to the right of the current routing method, to the right of Overflow.
2. Use the dropdown menu on the right of Route to to select User.
3. Search the User you want to route to by name or Extension.
4. Once finished, click Save.
Please note that you can route calls to Users who are not Members of the Call Queue. This is not recommended. If you would like guidance on best practices, contact Colby ITS at support@colby.edu.
Routing calls in Overflow to an External Contact
External Contacts are contacts outside of the Colby phone network. An example for the user of an External Contact is routing to a crisis hotline. External Contacts can only be added to Zoom Phone by Colby ITS. To request an External Contact, contact Colby ITS at support@colby.edu.
Sequential Call Distribution
1. In the Business Hours section, select Sequential in the dropdown menu next to Call Distribution.
2. Click Specify Order on the right of Sequential.
3. Members at the top of the list will be rung first, followed by the next member down, and so on.
Use the Up and Down arrows on the right of the Members to adjust the order.
4. Once finished with ordering, click Save.
Closed Hours
If you set the call queue's business hours, the Closed Hours section will display beneath that section. By default, calls are routed to voicemail after business hours. You can adjust the routing of calls during closed hours and set the voicemail here.
Setting the voicemail for Closed Hours
1. Click Edit to the right of Closed Hours.
2. Verify the Routing Option is set to Voicemail
3. Click Edit underneath Voicemail Greeting.
4. From the dropdown menu, if you need to create a voicemail greeting, select Add Audio. If you have already created an voicemail greeting, select Choose from asset library to select your Audio.
5. For creating a Voicemail Greeting, click here. For selecting an existing audio (an asset), click here.
6. Once finished with configuring a voicemail, click Add.
7. Verify that Leave Voicemail to is set to Current Extension. Current Extension is referencing the Call Queue's extension.
8. Once finished, click Save.
Routing calls during Closed Hours to a User
1. Click Edit to the right of Closed Hours.
2. Use the dropdown menu on the right of Route to to select User.
3. Search the User you want to route to by name or Extension
6. Once finished, click Save.
Please note that you can route calls to Users who are not Members of the Call Queue. This is not recommended. If you would like guidance on best practices, contact Colby ITS at support@colby.edu.
Routing calls during Closed Hours to an External Contact
External Contacts are contacts outside of the Colby phone network. An example for the user of an External Contact is routing to a crisis hotline. External Contacts can only be added to Zoom Phone by Colby ITS. To request an External Contact, contact Colby ITS at support@colby.edu.
Break Hours
Break hours act similar to Closed Hours. You manage call routes during a specified time of day (e.g. Lunch hour). By default, calls are routed to voicemail during break hours.
Setting Break Hours
1. Click Manage to the right of Break Hours.
2. Click Add underneath Break List & Call Handling.
3. Choose the bullet next to Every business day to specify the time for when this break occurs.
Choose the bullet next to Custom Hours to specify the times on different days when this break occurs.
4. Once finished, click Save.
Setting the voicemail for Break Hours
1. In the Break List & Call Handling menu, click Edit to the right of the current routing method.
2. Verify the Routing Option is set to Voicemail
3. Click Edit underneath Voicemail Greeting.
4. From the dropdown menu, if you need to create a voicemail greeting, select Add Audio. If you have already created an voicemail greeting, select Choose from asset library to select your Audio.
5. For creating a Voicemail Greeting, click here. For selecting an existing audio (an asset), click here.
6. Once finished with configuring a voicemail, click Add.
7. Verify that Leave Voicemail to is set to Current Extension. Current Extension is referencing the Call Queue's extension.
8. Once finished, click Save.
Routing calls during Break Hours to a User
1. In the Break List & Call Handling menu, click Edit to the right of the current routing method.
2. Use the dropdown menu on the right of Route to to select User.
3. Search the User you want to route to by name or Extension.
6. Once finished, click Save.
Please note that you can route calls to Users who are not Members of the Call Queue. This is not recommended. If you would like guidance on best practices, contact Colby ITS at support@colby.edu.
Holiday Hours
As a Call Queue Admin, you are responsible for setting holiday hours and season hours for your Call Queue. To view the list of holidays and observances Colby acknowledges, view the Additional Resources at the bottom of the Human Resources Current Employees page.
Setting Holiday Hours
1. Click Manage to the right of Holiday Hours.
2. Click Add underneath Holiday List & Call Handling.
3. Enter a Name for the holiday.
4. To set the holiday, start with the end date. If you start with the starting date, the days past the default end date will be greyed out.
To adjust the ending holiday date, click on the Date on the right.
To adjust the starting holiday date, click on the Date on the left.
5. If the holiday is all day, click on the check box next to All Day.
6. If the holiday is recurring, click on the check box next to This is a recurring holiday.
7. Once finished, click Save.
Setting the voicemail for Holiday Hours
1. In the Holiday List & Call Handling menu, select the holiday you would like to edit.
Please note you will need to set the voicemail greeting for each Holiday you have. You can make one generic voicemail greeting and select that voicemail greeting for each holiday.
2. Click Edit to the right of the current routing method.
3. Verify the Routing Option is set to Voicemail
4. Click Edit underneath Voicemail Greeting.
5. From the dropdown menu, if you need to create a voicemail greeting, select Add Audio. If you have already created an voicemail greeting, select Choose from asset library to select your Audio.
6. For creating a Voicemail Greeting, click here. For selecting an existing audio (an asset), click here.
7. Once finished with configuring a voicemail, click Add.
8. Verify that Leave Voicemail to is set to Current Extension. Current Extension is referencing the Call Queue's extension.
9. Once finished, click Save.
Routing calls during Holiday Hours to a User
1. In the Holiday List & Call Handling menu, select the holiday you would like to edit.
2. Click Edit to the right of the current routing method.
2. Use the dropdown menu on the right of Route to to select User.
3. Search the User you want to route to by name or Extension.
4. Once finished, click Save.
Please note that you can route calls to Users who are not Members of the Call Queue. This is not recommended. If you would like guidance on best practices, contact Colby ITS at support@colby.edu.
Greeting Prompt
This prompt will greet the incoming caller with a message. This setting can be disabled.
Customize the Greeting Prompt
1. To the right of Greeting Prompt, click Edit.
2. From the dropdown menu, if you need to create a greeting prompt, select Add Audio. If you have already created greeting prompt, select Choose from asset library to select your Audio.
3. To add an existing greeting prompt (an asset), follow the steps outlined here.
To Add Audio, follow the steps outlined below:
Text-To-Speech
1. Click the Text to Speech tab.
2. You will then be prompted to enter or select an Asset Name (e.g., Library Greeting), Category (e.g., CQ/AR greeting prompt), Language (e.g., American English), and Voice (e.g., Matthew-Male).
3. In the Message to Play text box, type the desired message for your greeting prompt (e.g., "Welcome to the Miller Library. Please wait while we connect your call.").
4. To preview your voicemail message, click the Play link in the lower left of the Message to Play section.
5. It's recommended to keep your audio private. Leave the visibility to Personal Audios.
If you would like to share the audio you made with other Admins, set it to Asset Library (Public).
NOTE: Setting an audio to Public allows other Call Queue Admins to be able to select it.
6. When you are satisfied with your recording, click the Add button to save your recording to the system.
Record by Computer
1. Click the Record by Computer tab.
2. You will then be prompted to enter or select an Asset Name (e.g., Library Greeting), Category (e.g., CQ/AR greeting prompt), and Language (e.g., American English).
3. Under the Record Audio section, click on the Record button to begin recording your greeting prompt.
4. To stop recording, click the Stop button.
5. To listen to the recording, click the Play button.
To re-record a greeting prompt, click the Record Again link.
6. It's recommended to keep your audio private. Leave the visibility to Personal Audios.
If you would like to share the audio you made with other Admins, set it to Asset Library (Public).
NOTE: Setting an audio to Public allows other Call Queue Admins to be able to select it.
7. Once satisfied with your recording, click the Add button to save your greeting prompt recording.
Disabling the Greeting Prompt
1. To the right of Greeting Prompt, click Edit.
2. From the dropdown menu, click Disable.
Configuring Voicemail Greeting
Text-To-Speech
1. Click the Text to Speech tab.
2. You will then be prompted to enter or select an Asset Name (e.g., Admissions Voicemail), Category (e.g., Voicemail Greeting), Language (e.g., American English), and Voice (e.g., Kevin-Male).
3. In the Message to Play text box, type the desired message for your voicemail greeting (e.g., "Hi, you've reached the Admissions department. Please leave a message").
4. To preview your voicemail message, click the Play link in the lower left of the Message to Play section.
5. It's recommended to keep your audio private. Leave the visibility to Personal Audios.
If you would like to share the audio you made with other Admins, set it to Asset Library (Public).
NOTE: Setting an audio to Public allows other Call Queue Admins to be able to select it.
6. When you are satisfied with your recording, click the Add button to save your recording to the system.
Record by Computer
1. Click the Record by Computer tab.
2. You will then be prompted to enter or select an Asset Name (e.g., Human Resources Voicemail), Category (e.g., Voicemail Greeting), and Language (e.g., American English).
3. Under the Record Audio section, click on the Record button to begin recording your voicemail.
4. To stop recording, click the Stop button.
5. To listen to the recording, click the Play button.
To re-record a voicemail, click the Record Again link.
6. It's recommended to keep your audio private. Leave the visibility to Personal Audios.
If you would like to share the audio you made with other Admins, set it to Asset Library (Public).
NOTE: Setting an audio to Public allows other Call Queue Admins to be able to select it.
7. Once satisfied with your recording, click the Add button to save your voicemail recording
Choosing Audio from the Asset Library
You can apply the same voicemail message you've already created to multiple outlined holidays, breaks, planned closures, etc.
1. In the Routing Option menu for the Hours category you have selected, click Edit under Voicemail Greeting.
2. From the dropdown menu, select Choose from asset library.
3. If you have created an audio and set it to Personal, click on the Personal Audio tab.
If you have created an audio and set it to Asset Library (Public), click on the Asset Library tab.
4. Click the bullet point on the left side of the audio you would like to use
5. Once finished, click Save.
Other Settings in the Profile Tab
If you have questions or requests about other settings in the Profile tab that we have not covered, please review this list of settings that Colby ITS configures for your Call Queue by default.
Policy Tab
Admins can enable and disable certain Call Queue features in this tab. By default, our global Colby College account has settings pre-configured. In this section, we highlight policy settings that you may need to change.
NOTE: There are settings in the Policy tab that are configured by Colby ITS. Contact Colby ITS at support@colby.edu for extra guidance if needed.
Voicemail
This is where you give permissions to Members or Users to access, receive or share voicemail. Admins by default receive all voicemail for their Call Queue. If you need to adjust the Admin's permissions for voicemails, contact Colby ITS at support@colby.edu.
NOTE: This is not where you set the voicemail greeting.
Allow Members or Users to Receive Voicemail
1. In the Voicemail section, click Access Member List.
2. In the Extension tab, click Add Member.
3. Search for the User or Extension you would like to add.
4. Underneath Permission, you have a few options you can enable for the member:
- Access: Always enabled. This gives the user permission to receive and view voicemail.
- Download: Allows members to download voicemail.
- Delete: Allows members to delete voicemail.
- Share: Allows members to share the voicemail with other users or extensions.
4. Once you've selected the user and their permissions, click Save.
Voicemail Notification by Email
This setting is by default set to Enabled. Members defined in the Access Member List will receive email notifications when there is a new voicemail for this Call Queue.
Call Queue Opt-out Reason
This setting allows Admins to set opt-out reasons for Call Queues. When a member turns off receive for the Call Queue, they will have to select a reason for why they've opted-out of the Call Queue. To view how Members view this function, click here.
The default opt-out reasons are:
- Break
- Meal
- Training
- End Shift
Creating Opt-out Reasons
1. In the Call Queue Opt-out Reason section, click Edit.
2. In Edit Opt-out Reasons menu, click Add Reason.
3. Enter the name for the reason, then click Save.
4. The new reason will be enabled.
To edit the reason's name, click Edit.
To delete the reason, click Delete.
Other Settings in the Policy Tab
If you have questions or requests about other settings in the Policy tab that we have not covered, please review this list of settings that Colby ITS configures for your Call Queue by default.
Voicemail Tab
Admins can view voicemail for the Call Queue in this tab. Admins are able to Access, Download, Delete, and Play voicemail in this tab. Admins by default receive all voicemail for their Call Queue.
NOTE: This is not where you set the voicemail greeting.
