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Call queues (aka call centers) are a way to route incoming calls to a group of users using different routing algorithms, provide additional reporting, and allow departments to administer their own phone lines. They should be used for departmental phone numbers with high call volume where multiple people answer the line. They can also be used for any phone number where metrics or reporting are useful.
Users need to be added to an "call queue administrators" group before they have access to this feature. Once added to this group, a departmental user had the ability to edit their department's call queues and do the following:
- Change business hours for call queue
- Add holiday hours for call queue
- Change open and closed greetings for call queue
- Add new members to call queue
- Change call queue routing
- Log others in and out of a call queue (requires a PowerPack license)
- View real time and historical reports for call queue (requires a PowerPack license)
If you are a member of the "call queue administrators" group, go to dartmouth.zoom.us, and click Sign in. Click Phone System Management in the left hand navigation column, then Call Queues. Select the name of the call queue you would then like to edit.
See Changing call queue settings for additional information.