Opt in to Call Queue(s)

This guide provides direction on how to opt in or opt out of a call queue. A call queue allows incoming calls to be routed to a group of users or a specific department (outside of ZCC). It acts as a virtual waiting line, placing calls into a queue until an agent is available to answer. This helps manage call volume and ensure callers are connected efficiently. Active Call Queues for Kaplan: Help Desk, Switchboard, CAPL, Bids.

Jennifer Cummings
4 steps
7 seconds

Within the zoom app, click on the user name/icon. Select Receive shared calls.

Select the appropriate queue to opt in or opt out.

Click on the "Call Queues" to opt in (highlight) and then select the appropriate queue.

Un-select to remove yourself from incoming calls to the queue.

Tip! For the switchboard (2201/front desk), the line will ring for 20 seconds and then will ring to the operator overflow for 20 seconds and then present to voicemail. To note: The call will ring at the font desk for the full 40 seconds, even while ringing to overflow. Multiple calls can come in to the call queue at the same time.

Alert! The call queues are not a "contact center group". The calls are presented to those logged in as a "round robin" or in a specific order.

Opt in to Call Queue(s)

Jennifer Cummings
4 steps
7 seconds

Within the zoom app, click on the user name/icon. Select Receive shared calls.

Select the appropriate queue to opt in or opt out.

Click on the "Call Queues" to opt in (highlight) and then select the appropriate queue.

Un-select to remove yourself from incoming calls to the queue.

Alert! The call queues are not a "contact center group". The calls are presented to those logged in as a "round robin" or in a specific order.