Changing call queue settings

Publisher

Zoom Communications

URL

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370

Published

unknown

Updated

unknown

Accessed

2026-09-25

HTTP status

200

License

Zoom support content; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• A call queue has three separate caller audio settings: a greeting prompt played before routing, audio while connecting for callers waiting to be routed, and music on hold for callers placed on hold. in context
• The Group rotating (custom groups) distribution method rings a subset of queue members simultaneously, then the next subset, with an admin-set ring duration per group. in context
• The Longest idle distribution method routes a call to the member who has been idle longest, where idle means the member has not answered a queue call. in context
• The Rotating distribution method rings available members in a regularly changing order so that calls are distributed evenly. in context
• The Sequential distribution method rings available members one at a time, with an admin-set ring duration per member, until the queue's Max Wait Time is reached. in context
• The Simultaneous call distribution method in a Zoom Phone call queue rings all available members at the same time. in context
• Call queue schedules can be customised for business hours, closed hours, break hours and holiday hours, each with its own routing. in context
• The Max Call in Queue setting limits the maximum number of calls allowed to wait in the queue. in context
• Max Wait Time sets the total maximum time a caller is allowed to wait in the call queue. in context
• A call queue can be set to allow queue members to set their own business hours. in context
• Zoom documents overflowing to another call queue as the way to route to more than 50 phone users. in context
• By default, call queue overflow sends callers to the call queue's dedicated voicemail inbox. in context
• Call queue routing options include voicemail, play a message then disconnect, virtual agent, user, Zoom Room, common area, Cisco/Polycom room, auto receptionist, call queue, shared line group, Zoom Contact Center, partner contact center, external contact, phone number and disconnect. in context
• The call queue Overflow setting controls routing of callers who exceed the Max Wait Time or the Max Call in Queue limit. in context
• A call queue setting can enable queue call notifications for members even while they are on a call. in context
• Wrap-up Time sets how long after finishing a queue call a member waits before another queue call is routed to them. in context

Cite this source record

APA

WarmTransfer. (2026, September 25). Changing call queue settings. WarmTransfer. https://warmtransfer.net/knowledge/sources/zoom-kb0065370-changing-call-queue-settings

BibTeX

@misc{warmtransfer-zoom-kb0065370-changing-call-queue-settings,
  title  = {Changing call queue settings},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/zoom-kb0065370-changing-call-queue-settings},
  note   = {Zoom Communications, accessed 2026-09-25}
}