# Zoom Phone call queues and auto receptionists

Canonical: https://warmtransfer.net/knowledge/zoom-phone-call-queues

Last verified: 2026-09-25

Zoom Phone call queues let account owners and admins route incoming calls to a group of users[^30]. Zoom Phone auto receptionists answer calls with a personalised recording and route them to a phone user, call queue, common area phone, or voicemail[^7].

## Auto receptionists and IVR

When an account has multiple sites, Zoom Phone automatically creates a main auto receptionist for each site[^12]. 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[^10]. A main auto receptionist cannot be duplicated or deleted; removing it requires deleting the site it is assigned to[^11].

Auto receptionist settings include Audio Prompt Language, Default Transcription Language, and Preferred Translation Language[^9]. 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[^8].

An auto receptionist can route to an interactive voice response (IVR) menu so that callers select routing options[^13]. A Zoom Phone IVR offers up to 12 input options, each connecting to another call routing destination[^56]. With dial by extension enabled, IVR callers can dial an extension to reach users, common areas, call queues, auto receptionists, and shared line groups[^53].

## Call queues and distribution methods

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[^47]. Phone users and common area phones can be added as call queue members[^41]. Each Zoom Phone call queue has a maximum of 50 members[^39]. Zoom documents overflowing to another call queue as the way to route to more than 50 phone users[^42].

* **Simultaneous**: Rings all available members at the same time[^35].
* **Sequential**: Rings available members 1 at a time, with an admin-set ring duration per member, until the queue's Max Wait Time is reached[^34].
* **Rotating**: Rings available members in a regularly changing order so that calls are distributed evenly[^33].
* **Group rotating (custom groups)**: Rings a subset of queue members simultaneously, then the next subset, with an admin-set ring duration per group[^31]. In group rotating, the number of members set as the Group member size ring first, and if no 1 answers the next group of members rings[^51]. Groups keep ringing until all members have been tried, and if no 1 answers the call follows the queue's Overflow settings[^52]. Zoom's worked example for group rotating is a 25-member queue with a group size of 5, where members ring 5 at a time until all have been tried[^50].
* **Longest idle**: Routes a call to the member who has been idle longest, where idle means the member has not answered a queue call[^32].

## Queue settings and capacity

Max Wait Time sets the total maximum time a caller is allowed to wait in the call queue[^38]. The Max Call in Queue setting limits the maximum number of calls allowed to wait in the queue[^37]. The call queue Overflow setting controls routing of callers who exceed the Max Wait Time or the Max Call in Queue limit[^45]. By default, call queue overflow sends callers to the call queue's dedicated voicemail inbox[^43].

Wrap-up Time sets how long after finishing a queue call a member waits before another queue call is routed to them[^48]. A call queue setting can enable queue call notifications for members even while they are on a call[^46]. A call queue can also be set to allow queue members to set their own business hours[^40].

A call queue has 3 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[^28].

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[^16].

## Operating schedules

Zoom Phone business hours apply to call queues, shared line groups, auto receptionists, and sites, and can also be defined per user[^15]. Call queue schedules can be customised for business hours, closed hours, break hours, and holiday hours, each with its own routing[^36]. Holiday hours complement business hours and handle incoming calls on holidays or special occasions when operations differ from regular hours[^14].

## Queue callbacks

Call queue callback makes its first callback offer after the caller has waited a configurable time, which defaults to 45 seconds[^24]. Zoom Phone call queue callback does not support callback scheduling[^21]. If a callback does not connect to the caller who requested it, Zoom Phone makes no retry attempts[^20].

Call queue callbacks are system-initiated and billed as metered outbound PSTN calls whatever calling plan the queue members hold[^19]. Callers outside the US can enter and confirm callback numbers in local format, and the system converts them to E.164 internally[^18].

## Voicemail access

Zoom Phone admins can share the voicemail inboxes of phone users, call queues, auto receptionists, and shared line groups with other phone users[^59]. Access to a call queue's voicemail inbox is granted on the call queue's Policy tab under Voicemail via Access Member List[^58]. In a shared voicemail inbox, played or unplayed status syncs across everyone with access, and a deleted voicemail is deleted for all of them[^60].

## Analytics and Customer Engagement Pack

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[^26]. Zoom lists opt-in and opt-out queue participation and custom call handling rules for VIP contacts among Customer Engagement Pack features[^27].

Call queue analytics require a Zoom Phone license with Pro features plus the Zoom Phone Customer Engagement Pack add-on[^5]. 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[^3]. 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[^2]. Most call queue analytics report sections can be exported to CSV or PDF[^1].

## See also

* [Zoom Phone routing and PSTN connectivity](https://warmtransfer.net/knowledge/zoom-phone-routing)
* [Troubleshooting Zoom Phone](https://warmtransfer.net/knowledge/zoom-phone-troubleshooting)
* [Zoom Contact Center flows and reporting](https://warmtransfer.net/knowledge/zoom-contact-center)
* [IVR design practices](https://warmtransfer.net/knowledge/ivr-design-practices)

## Applicability

Applies to: Zoom Phone and Zoom Phone Customer Engagement Pack. Deployments: multi-tenant. Sources checked 2026-09-25.

## What remains uncertain

Whether call queue analytics reports can be scheduled for automated delivery is not covered by the sources below.

## Sources

[^1]: Most call queue analytics report sections can be exported to CSV or PDF. Source: [Managing Call Queue analytics](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061144), Export options in report sections. Checked 2026-09-25.
[^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. Source: [Managing Call Queue analytics](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061144), Access / permissions note. Checked 2026-09-25.
[^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. Source: [Managing Call Queue analytics](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061144), Overview dashboard. Checked 2026-09-25.
[^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. Source: [Managing Call Queue analytics](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061144), Realtime / Queue / Members tabs. Checked 2026-09-25.
[^5]: Call queue analytics require a Zoom Phone license with Pro features plus the Zoom Phone Customer Engagement Pack add-on. Source: [Managing Call Queue analytics](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061144), Requirements for managing call queue analytics. Checked 2026-09-25.
[^6]: Call queue members have a 'Receive call queue calls' toggle in the Zoom Workplace app to turn queue calls on or off. Source: [Managing call queues in the Zoom Workplace app](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0082115), Receive call queue calls setting. Checked 2026-09-25.
[^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. Source: [Managing auto receptionists](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061421), Article introduction. Checked 2026-09-25.
[^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. Source: [Changing auto receptionist settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062100), How to customize business, closed, break, and holiday hours. Checked 2026-09-25.
[^9]: Auto receptionist settings include Audio Prompt Language, Default Transcription Language and Preferred Translation Language. Source: [Changing auto receptionist settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062100), How to change auto receptionist settings. Checked 2026-09-25.
[^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. Source: [Configuration (Zoom Phone Bluepaper)](https://library.zoom.com/zoom-workplace/zoom-phone/zoom-phone-bluepaper/configuration), Auto Receptionists section. Checked 2026-09-25.
[^11]: A main auto receptionist cannot be duplicated or deleted; removing it requires deleting the site it is assigned to. Source: [Managing auto receptionists](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061421), How to delete or duplicate an auto receptionist. Checked 2026-09-25.
[^12]: When an account has multiple sites, Zoom Phone automatically creates a main auto receptionist for each site. Source: [Managing auto receptionists](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061421), How to customize the main auto receptionist. Checked 2026-09-25.
[^13]: An auto receptionist can route to an interactive voice response (IVR) menu so that callers select routing options. Source: [Managing auto receptionists](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061421), Article introduction. Checked 2026-09-25.
[^14]: Holiday hours complement business hours and handle incoming calls on holidays or special occasions when operations differ from regular hours. Source: [Configuration (Zoom Phone Bluepaper)](https://library.zoom.com/zoom-workplace/zoom-phone/zoom-phone-bluepaper/configuration), Holiday Hours section. Checked 2026-09-25.
[^15]: Zoom Phone business hours apply to call queues, shared line groups, auto receptionists and sites, and can also be defined per user. Source: [Configuration (Zoom Phone Bluepaper)](https://library.zoom.com/zoom-workplace/zoom-phone/zoom-phone-bluepaper/configuration), Business Hours section. Checked 2026-09-25.
[^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. Source: [Configuration (Zoom Phone Bluepaper)](https://library.zoom.com/zoom-workplace/zoom-phone/zoom-phone-bluepaper/configuration), Shared Line Groups vs Call Queues comparison table. Checked 2026-09-25.
[^17]: The outbound caller ID for queue callbacks can be the queue's number, an auto receptionist number, or the main company number. Source: [Enabling call queue callback for Zoom Phone](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0081661), How to enable call queue callback > Call queue. Checked 2026-09-25.
[^18]: Callers outside the US can enter and confirm callback numbers in local format, and the system converts them to E.164 internally. Source: [Enabling call queue callback for Zoom Phone](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0081661), Additional considerations. Checked 2026-09-25.
[^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. Source: [Enabling call queue callback for Zoom Phone](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0081661), Billing considerations. Checked 2026-09-25.
[^20]: If a callback does not connect to the caller who requested it, Zoom Phone makes no retry attempts. Source: [Enabling call queue callback for Zoom Phone](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0081661), Additional considerations. Checked 2026-09-25.
[^21]: Zoom Phone call queue callback does not support callback scheduling. Source: [Enabling call queue callback for Zoom Phone](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0081661), Additional considerations. Checked 2026-09-25.
[^22]: Callback requests get no special handling compared with other calls waiting in the queue. Source: [Enabling call queue callback for Zoom Phone](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0081661), Additional considerations. Checked 2026-09-25.
[^23]: Callback offers are triggered by elapsed wait time, not by estimated time to answer. Source: [Enabling call queue callback for Zoom Phone](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0081661), Additional considerations. Checked 2026-09-25.
[^24]: Call queue callback makes its first callback offer after the caller has waited a configurable time, which defaults to 45 seconds. Source: [Enabling call queue callback for Zoom Phone](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0081661), How to enable call queue callback > Call queue. Checked 2026-09-25.
[^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. Source: [Enabling call queue callback for Zoom Phone](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0081661), How to enable call queue callback > Call queue. Checked 2026-09-25.
[^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. Source: [Customer Engagement Pack | Zoom](https://www.zoom.com/en/products/voip-phone/features/customer-engagement-pack/), Feature list: analytics. Checked 2026-09-25.
[^27]: Zoom lists opt-in and opt-out queue participation and custom call handling rules for VIP contacts among Customer Engagement Pack features. Source: [Customer Engagement Pack | Zoom](https://www.zoom.com/en/products/voip-phone/features/customer-engagement-pack/), Feature list: call queues. Checked 2026-09-25.
[^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. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business hours > Greeting Prompt / Audio While Connecting / Music on Hold. Checked 2026-09-25.
[^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. Source: [Managing Zoom Phone call queues](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064844), How to create a call queue, steps 1-6. Checked 2026-09-25.
[^30]: Zoom Phone call queues let account owners and admins route incoming calls to a group of users. Source: [Managing Zoom Phone call queues](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064844), Article introduction. Checked 2026-09-25.
[^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. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business hours > Call Distribution > Group rotating (custom groups). Checked 2026-09-25.
[^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. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business hours > Call Distribution > Longest idle. Checked 2026-09-25.
[^33]: The Rotating distribution method rings available members in a regularly changing order so that calls are distributed evenly. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business hours > Call Distribution > Rotating. Checked 2026-09-25.
[^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. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business hours > Call Distribution > Sequential. Checked 2026-09-25.
[^35]: The Simultaneous call distribution method in a Zoom Phone call queue rings all available members at the same time. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), How to customize business, closed, break, and holiday hours > Business hours > Call Distribution. Checked 2026-09-25.
[^36]: Call queue schedules can be customised for business hours, closed hours, break hours and holiday hours, each with its own routing. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), How to customize business, closed, break, and holiday hours. Checked 2026-09-25.
[^37]: The Max Call in Queue setting limits the maximum number of calls allowed to wait in the queue. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business hours > Max Call in Queue. Checked 2026-09-25.
[^38]: Max Wait Time sets the total maximum time a caller is allowed to wait in the call queue. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business hours > Max Wait Time. Checked 2026-09-25.
[^39]: Each Zoom Phone call queue has a maximum of 50 members. Source: [Managing Zoom Phone call queues](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064844), How to create a call queue (member note). Checked 2026-09-25.
[^40]: A call queue can be set to allow queue members to set their own business hours. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business hours > Allow queue members to set their own Business Hours. Checked 2026-09-25.
[^41]: Phone users and common area phones can be added as call queue members. Source: [Managing Zoom Phone call queues](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064844), How to create a call queue. Checked 2026-09-25.
[^42]: Zoom documents overflowing to another call queue as the way to route to more than 50 phone users. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), How to change call queue settings (member limit note). Checked 2026-09-25.
[^43]: By default, call queue overflow sends callers to the call queue's dedicated voicemail inbox. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business hours > Overflow. Checked 2026-09-25.
[^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. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Routing options. Checked 2026-09-25.
[^45]: The call queue Overflow setting controls routing of callers who exceed the Max Wait Time or the Max Call in Queue limit. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business hours > Overflow. Checked 2026-09-25.
[^46]: A call queue setting can enable queue call notifications for members even while they are on a call. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business hours > Receive calls while on a call. Checked 2026-09-25.
[^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. Source: [Managing Zoom Phone call queues](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0064844), Requirements for managing Zoom Phone call queues. Checked 2026-09-25.
[^48]: Wrap-up Time sets how long after finishing a queue call a member waits before another queue call is routed to them. Source: [Changing call queue settings](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0065370), Business hours > Wrap-up Time. Checked 2026-09-25.
[^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. Source: [Setting up group rotating in a call queue](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0084041), How to set up group rotating, steps. Checked 2026-09-25.
[^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. Source: [Setting up group rotating in a call queue](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0084041), Example. Checked 2026-09-25.
[^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. Source: [Setting up group rotating in a call queue](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0084041), How group rotating works. Checked 2026-09-25.
[^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. Source: [Setting up group rotating in a call queue](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0084041), How group rotating works. Checked 2026-09-25.
[^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. Source: [Creating an interactive voice response system](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0063150), Dial by extension option. Checked 2026-09-25.
[^54]: Multi-level IVR menus are built by mapping an IVR key to another auto receptionist, which has its own IVR. Source: [Creating an interactive voice response system](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0063150), Key action: Forward to > Auto Receptionist. Checked 2026-09-25.
[^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. Source: [Creating an interactive voice response system](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0063150), Routing when the IVR times out / caller takes no action. Checked 2026-09-25.
[^56]: A Zoom Phone IVR offers up to 12 input options, each connecting to another call routing destination. Source: [Configuration (Zoom Phone Bluepaper)](https://library.zoom.com/zoom-workplace/zoom-phone/zoom-phone-bluepaper/configuration), Interactive Voice Response (IVR) section. Checked 2026-09-25.
[^57]: The 12-option IVR limit most likely corresponds to the telephone keypad keys 0-9 plus * and # (inferred). Source: [Creating an interactive voice response system](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0063150), Key/action configuration table (keys 0-9, *, #). Checked 2026-09-25.
[^58]: Access to a call queue's voicemail inbox is granted on the call queue's Policy tab under Voicemail via Access Member List. Source: [Sharing voicemail inbox access](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069406), How to share call queue voicemail inbox. Checked 2026-09-25.
[^59]: Zoom Phone admins can share the voicemail inboxes of phone users, call queues, auto receptionists and shared line groups with other phone users. Source: [Sharing voicemail inbox access](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069406), Article introduction. Checked 2026-09-25.
[^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. Source: [Sharing voicemail inbox access](https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0069406), Shared inbox behaviour notes. Checked 2026-09-25.