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Being a Call Queue member, you are apart of a group of users (extensions) which get routed calls from one main phone number. A great example of this on campus is the Admissions Office. They have one main phone number which a caller can call, and the caller gets through this queue to a group of members.
This guide outlines the functions for Members of Call Queues.
NOTE: If you are an Admin of a Call Queue and need to configure settings, click here.
Getting Started
Login to Zoom
If you have not already done so, sign into Zoom.
Computer Users - Login to Zoom Workplace
Refer to the "Signing in to Zoom on your computer" section of our Zoom Overview and Help article.
Mobile Users - Login to the Zoom Mobile App (iOS, Android, etc)
Refer to the "Sign into the Zoom mobile App" section of our Zoom Phone on Your Smartphone article.
Zoom Web Portal
Use this link to sign into the Zoom Web Portal: colby.zoom.us/profile
Checking Which Call Queues You Belong To
You can check which call queues you belong to in the Zoom Web Portal.
1. Navigate to the Zoom Web Portal via the link: colby.zoom.us/profile
2. In the left menu, click on Phone, then click on the Settings tab.
3. Scroll down to the section Membership.
You will see the call queues you are a member off in a list below Receive Queue Calls.
Enable or Disable Calls from Call Queue
You have the ability to enable or disable calls from the call queue. By default, when you are added to a call queue, the queue is set to ON.
NOTE: You are unable to toggle call queues from your desk phone. You must toggle call queues from Zoom Workplace or Zoom mobile app.
Zoom Workplace
1. Open the Zoom Workplace client.
2. Click on your profile picture at the top of the client.
3. Click on Receive shared calls.
4. To enable or disable calls from all call queues, click the toggle.
If the toggle is blue, all call queues are set to enabled.
If the toggle is grey, all call queues are set to disabled.
Toggling off all call queues may ask you select an opt-out reason. Click here to learn more about opt-out reasons.
5. To enable or disable calls from specific call queues, click the toggle to the right of the specific call queue.
If the toggle is blue, the call queue is set to enabled.
If the toggle is grey, the call queues is set to disabled.
Zoom Mobile App
1. Open the Zoom mobile app.
2. Tap on the Phone tab.
3. Tap on the three dots at the top right of the screen.
4. From the drop down menu, tap Queue management.
5. In the Member availability screen, tap on your user.
6. In the Set availability menu, tap the toggle for the call queue you want to opt out of.
If the toggle is blue, the call queue is set to enabled.
If the toggle is grey, the call queues is set to disabled.
7. To opt out for all call queues, use the steps for Zoom Workplace or use the steps for the Zoom web portal.
Zoom Web Portal
1. Navigate to the Zoom Web Portal via the link: colby.zoom.us/profile
2. In the left menu, click on Phone, then click on the Settings tab.
3. Scroll down to the section Membership.
4. To enable or disable calls from all call queues, click the toggle underneath Receive Queue Calls.
If the toggle is blue, all call queues are set to enabled.
If the toggle is grey, all call queues are set to disabled.
Toggling off all call queues may ask you select an opt-out reason. Click here to learn more about opt-out reasons.
5. To enable or disable calls from specific call queues, click the View or Edit to the right of the toggle.
In the Receive Queue Calls menu, click the toggle to the left of the specific call queue.
If the toggle is blue, the call queue is set to enabled.
If the toggle is grey, the call queues is set to disabled.
6. Click Save when you are finished.
Call Queue Opt-Out Reason
You must select a reason when you opt-out of call queues. This feature is on by default and is configured by your Call Queue Admin, as Admins can see this status and can force you to enable or disable inbound notification calls from your call queues.
NOTE: It is recommended to opt-out of all call queues if you are going to opt-out of any. Therefore, you will be able to select a reason for the opt-out. Opt-out reasons are recorded for your Call Queue Admin to see in member availability reports.
There are four default opt-out reasons. Your Call Queue Admin may add more reasons to their discretion.
The default opt-out reasons are:
- Break
- Meal
- Training
- End Shift
Zoom's Knowledge Base Article
Please refer to Zoom's Knowledge Base Article for How to enable or disable calls from call queues for any additional information or settings.
Additional Information
If you have questions or request additional information, please contact Colby ITS at support@colby.edu.