Zoom Phone call queues and auto receptionists

See also

Sources

1. 1
   Most call queue analytics report sections can be exported to CSV or PDF.

   Managing Call Queue analytics · Export options in report sections · Checked 2026-09-25
2. 2
   Admins can view all call queue analytics and member KPIs, while call queue members see only overall KPIs for their queue and KPIs for their own calls.

   Managing Call Queue analytics · Access / permissions note · Checked 2026-09-25
3. 3
   The call queue analytics dashboard shows service level, average handling times, call volume, average and longest wait time, and completed, abandoned and overflow call counts.

   Managing Call Queue analytics · Overview dashboard · Checked 2026-09-25
4. 4
   Call queue analytics has a Realtime tab and historical reports on Queue and Members tabs, and dashboards refresh every minute when there are no incoming calls.

   Managing Call Queue analytics · Realtime / Queue / Members tabs · Checked 2026-09-25
5. 5
   Call queue analytics require a Zoom Phone license with Pro features plus the Zoom Phone Customer Engagement Pack add-on.

   Managing Call Queue analytics · Requirements for managing call queue analytics · Checked 2026-09-25
6. 6
   Call queue members have a 'Receive call queue calls' toggle in the Zoom Workplace app to turn queue calls on or off.

   Managing call queues in the Zoom Workplace app · Receive call queue calls setting · Checked 2026-09-25
7. 7
   A Zoom Phone auto receptionist answers calls with a personalised recording and routes them to a phone user, call queue, common area phone or voicemail.

   Managing auto receptionists · Article introduction · Checked 2026-09-25
8. 8
   An auto receptionist greeting prompt is chosen from a drop-down or from the Audio Library, where custom audio can be selected, recorded or uploaded.

   Changing auto receptionist settings · How to customize business, closed, break, and holiday hours · Checked 2026-09-25
9. 9
   Auto receptionist settings include Audio Prompt Language, Default Transcription Language and Preferred Translation Language.

   Changing auto receptionist settings · How to change auto receptionist settings · Checked 2026-09-25
10. 10
    The Main Company Number is the phone number assigned to each site's main auto receptionist, which is assigned automatically when the site is created.

    Configuration (Zoom Phone Bluepaper) · Auto Receptionists section · Checked 2026-09-25
11. 11
    A main auto receptionist cannot be duplicated or deleted; removing it requires deleting the site it is assigned to.

    Managing auto receptionists · How to delete or duplicate an auto receptionist · Checked 2026-09-25
12. 12
    When an account has multiple sites, Zoom Phone automatically creates a main auto receptionist for each site.

    Managing auto receptionists · How to customize the main auto receptionist · Checked 2026-09-25
13. 13
    An auto receptionist can route to an interactive voice response (IVR) menu so that callers select routing options.

    Managing auto receptionists · Article introduction · Checked 2026-09-25
14. 14
    Holiday hours complement business hours and handle incoming calls on holidays or special occasions when operations differ from regular hours.

    Configuration (Zoom Phone Bluepaper) · Holiday Hours section · Checked 2026-09-25
15. 15
    Zoom Phone business hours apply to call queues, shared line groups, auto receptionists and sites, and can also be defined per user.

    Configuration (Zoom Phone Bluepaper) · Business Hours section · Checked 2026-09-25
16. 16
    Zoom's comparison table lists shared line groups as simultaneous-ring only, overflowing when full, with no customisable greeting or hold music, while call queues queue callers until overflow or Max Wait Time and support greetings and hold music.

    Configuration (Zoom Phone Bluepaper) · Shared Line Groups vs Call Queues comparison table · Checked 2026-09-25
17. 17
    The outbound caller ID for queue callbacks can be the queue's number, an auto receptionist number, or the main company number.

    Enabling call queue callback for Zoom Phone · How to enable call queue callback > Call queue · Checked 2026-09-25
18. 18
    Callers outside the US can enter and confirm callback numbers in local format, and the system converts them to E.164 internally.

    Enabling call queue callback for Zoom Phone · Additional considerations · Checked 2026-09-25
19. 19
    Call queue callbacks are system-initiated and billed as metered outbound PSTN calls whatever calling plan the queue members hold, so unlimited plans do not cover them.

    Enabling call queue callback for Zoom Phone · Billing considerations · Checked 2026-09-25
20. 20
    If a callback does not connect to the caller who requested it, Zoom Phone makes no retry attempts.

    Enabling call queue callback for Zoom Phone · Additional considerations · Checked 2026-09-25
21. 21
    Zoom Phone call queue callback does not support callback scheduling.

    Enabling call queue callback for Zoom Phone · Additional considerations · Checked 2026-09-25
22. 22
    Callback requests get no special handling compared with other calls waiting in the queue.

    Enabling call queue callback for Zoom Phone · Additional considerations · Checked 2026-09-25
23. 23
    Callback offers are triggered by elapsed wait time, not by estimated time to answer.

    Enabling call queue callback for Zoom Phone · Additional considerations · Checked 2026-09-25
24. 24
    Call queue callback makes its first callback offer after the caller has waited a configurable time, which defaults to 45 seconds.

    Enabling call queue callback for Zoom Phone · How to enable call queue callback > Call queue · Checked 2026-09-25
25. 25
    The initial callback offer delay can be set from 5 seconds to 25 minutes, and optional repeat offers can be set at intervals from 30 seconds to 25 minutes.

    Enabling call queue callback for Zoom Phone · How to enable call queue callback > Call queue · Checked 2026-09-25
26. 26
    Zoom markets the Customer Engagement Pack as including live dashboards of queue activity and employee status plus historical reporting for call queues and auto receptionists.

    Customer Engagement Pack | Zoom · Feature list: analytics · Checked 2026-09-25
27. 27
    Zoom lists opt-in and opt-out queue participation and custom call handling rules for VIP contacts among Customer Engagement Pack features.

    Customer Engagement Pack | Zoom · Feature list: call queues · Checked 2026-09-25
28. 28
    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.

    Changing call queue settings · Business hours > Greeting Prompt / Audio While Connecting / Music on Hold · Checked 2026-09-25
29. 29
    To create a call queue, an admin goes to Call Queues in the web portal, clicks Add, enters a name, optional description and extension, adds members, and saves.

    Managing Zoom Phone call queues · How to create a call queue, steps 1-6 · Checked 2026-09-25
30. 30
    Zoom Phone call queues let account owners and admins route incoming calls to a group of users.

    Managing Zoom Phone call queues · Article introduction · Checked 2026-09-25
31. 31
    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.

    Changing call queue settings · Business hours > Call Distribution > Group rotating (custom groups) · Checked 2026-09-25
32. 32
    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.

    Changing call queue settings · Business hours > Call Distribution > Longest idle · Checked 2026-09-25
33. 33
    The Rotating distribution method rings available members in a regularly changing order so that calls are distributed evenly.

    Changing call queue settings · Business hours > Call Distribution > Rotating · Checked 2026-09-25
34. 34
    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.

    Changing call queue settings · Business hours > Call Distribution > Sequential · Checked 2026-09-25
35. 35
    The Simultaneous call distribution method in a Zoom Phone call queue rings all available members at the same time.

    Changing call queue settings · How to customize business, closed, break, and holiday hours > Business hours > Call Distribution · Checked 2026-09-25
36. 36
    Call queue schedules can be customised for business hours, closed hours, break hours and holiday hours, each with its own routing.

    Changing call queue settings · How to customize business, closed, break, and holiday hours · Checked 2026-09-25
37. 37
    The Max Call in Queue setting limits the maximum number of calls allowed to wait in the queue.

    Changing call queue settings · Business hours > Max Call in Queue · Checked 2026-09-25
38. 38
    Max Wait Time sets the total maximum time a caller is allowed to wait in the call queue.

    Changing call queue settings · Business hours > Max Wait Time · Checked 2026-09-25
39. 39
    Each Zoom Phone call queue has a maximum of 50 members.

    Managing Zoom Phone call queues · How to create a call queue (member note) · Checked 2026-09-25
40. 40
    A call queue can be set to allow queue members to set their own business hours.

    Changing call queue settings · Business hours > Allow queue members to set their own Business Hours · Checked 2026-09-25
41. 41
    Phone users and common area phones can be added as call queue members.

    Managing Zoom Phone call queues · How to create a call queue · Checked 2026-09-25
42. 42
    Zoom documents overflowing to another call queue as the way to route to more than 50 phone users.

    Changing call queue settings · How to change call queue settings (member limit note) · Checked 2026-09-25
43. 43
    By default, call queue overflow sends callers to the call queue's dedicated voicemail inbox.

    Changing call queue settings · Business hours > Overflow · Checked 2026-09-25
44. 44
    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.

    Changing call queue settings · Routing options · Checked 2026-09-25
45. 45
    The call queue Overflow setting controls routing of callers who exceed the Max Wait Time or the Max Call in Queue limit.

    Changing call queue settings · Business hours > Overflow · Checked 2026-09-25
46. 46
    A call queue setting can enable queue call notifications for members even while they are on a call.

    Changing call queue settings · Business hours > Receive calls while on a call · Checked 2026-09-25
47. 47
    Managing Zoom Phone call queues requires a Pro, Business or Education account, owner or admin privileges, and either a Zoom Workplace license with Phone included or a standalone Zoom Phone calling plan.

    Managing Zoom Phone call queues · Requirements for managing Zoom Phone call queues · Checked 2026-09-25
48. 48
    Wrap-up Time sets how long after finishing a queue call a member waits before another queue call is routed to them.

    Changing call queue settings · Business hours > Wrap-up Time · Checked 2026-09-25
49. 49
    Group rotating is enabled on the call queue's Profile tab by changing Business Hours Call Distribution to Group Rotating, setting group member size and per-group ringing duration, confirming, setting overflow, and saving.

    Setting up group rotating in a call queue · How to set up group rotating, steps · Checked 2026-09-25
50. 50
    Zoom's worked example for group rotating is a 25-member queue with a group size of 5, where members ring five at a time until all have been tried.

    Setting up group rotating in a call queue · Example · Checked 2026-09-25
51. 51
    In group rotating, the number of members set as the Group member size ring first, and if no one answers the next group of members rings.

    Setting up group rotating in a call queue · How group rotating works · Checked 2026-09-25
52. 52
    In group rotating, groups keep ringing until all members have been tried, and if no one answers the call follows the queue's Overflow settings.

    Setting up group rotating in a call queue · How group rotating works · Checked 2026-09-25
53. 53
    With dial by extension enabled, IVR callers can dial an extension to reach users, common areas, call queues, auto receptionists and shared line groups.

    Creating an interactive voice response system · Dial by extension option · Checked 2026-09-25
54. 54
    Multi-level IVR menus are built by mapping an IVR key to another auto receptionist, which has its own IVR.

    Creating an interactive voice response system · Key action: Forward to > Auto Receptionist · Checked 2026-09-25
55. 55
    When an IVR caller takes no action, the prompt repeats 1 to 5 times for voice-enabled IVRs or 1 to 3 times for dial-pad-only IVRs, then the call is routed by the no-action routing setting.

    Creating an interactive voice response system · Routing when the IVR times out / caller takes no action · Checked 2026-09-25
56. 56
    A Zoom Phone IVR offers up to 12 input options, each connecting to another call routing destination.

    Configuration (Zoom Phone Bluepaper) · Interactive Voice Response (IVR) section · Checked 2026-09-25
57. 57
    The 12-option IVR limit most likely corresponds to the telephone keypad keys 0-9 plus * and #.inferred

    Creating an interactive voice response system · Key/action configuration table (keys 0-9, *, #) · Checked 2026-09-25
58. 58
    Access to a call queue's voicemail inbox is granted on the call queue's Policy tab under Voicemail via Access Member List.

    Sharing voicemail inbox access · How to share call queue voicemail inbox · Checked 2026-09-25
59. 59
    Zoom Phone admins can share the voicemail inboxes of phone users, call queues, auto receptionists and shared line groups with other phone users.

    Sharing voicemail inbox access · Article introduction · Checked 2026-09-25
60. 60
    In a shared voicemail inbox, played or unplayed status syncs across everyone with access, and a deleted voicemail is deleted for all of them.

    Sharing voicemail inbox access · Shared inbox behaviour notes · Checked 2026-09-25

Documents

Cite this page

WarmTransfer. (2026, September 25). Zoom Phone call queues and auto receptionists. WarmTransfer. https://warmtransfer.net/knowledge/zoom-phone-call-queues

@misc{warmtransfer-zoom-phone-call-queues,
  title  = {Zoom Phone call queues and auto receptionists},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/zoom-phone-call-queues},
  note   = {Verified 2026-09-25}
}