Auto-Receptionists and Call Queues

Depending on your team’s setup, you may be a part of an auto-receptionist (“Press 1 to reach…”) or a call queue (rings simultaneously or sequentially on everyone’s phones).

When making calls, you may choose to call out from the auto-receptionist or call queue. This way, those you call will see that number instead of your direct line. The option to choose an outgoing caller ID is found below the dialpad when making a Zoom call.

You will not receive calls from the call queue/tree outside of your personal set business hours. You may also temporarily turn off calls within your Zoom application (click on your profile picture in the upper right corner, select “Do not disturb” or toggle receiving queue calls).

If you would like to make use of these advanced features with your team, please contact vcsupport@fuller.edu

Some of you may be granted admin control over an auto-receptionist or call queue for your team. Here's how to manage them.

Auto-receptionist

You can customize how inbound calls are routed during business, closed, or holiday hours:

Greeting Prompt: Select a greeting prompt from the drop-down menu or click Audio Library to select, record, or upload custom audio. The greeting will play before routing the caller. You can also select Disable to not play a greeting prompt.
Note: Some of the routing options have a secondary audio prompt. For example, if you route to an IVR, the greeting prompt will play first, followed by the IVR's audio prompt.
Route to: Click Edit to select where the auto receptionist will route to after playing the greeting prompt. By default, calls start out routed to the auto receptionist's dedicated voicemail inbox. Setting up an Interactive Voice Response ("Press 1 to reach...") is recommended.
Route to drop-down menu: Select a routing option, then use the text box to specify the route. You can route to any extension in the account:
- Voicemail
  - Leave voicemail to: Route the caller to the voicemail belonging to one of these extensions.
    - Current extension (auto receptionist's voicemail)
    - A particular User
    - Another Auto Receptionist
    - A Call Queue
  - Voicemail Greeting: Click Audio Library to select, record, or upload custom audio. The greeting plays before routing the call.
    Note: If routing to another extension's voicemail, the voicemail greeting you set will override the greeting set for that extension. Select Follow User Voicemail Greeting in the drop-down menu to use the phone user's greeting instead of selecting a replacement.
- Message: Click Customize to record or upload audio that will play after the initial greeting prompt set above.
- A particular User
- Another Auto Receptionist
- A Call Queue
- Interactive Voice Response (IVR) (Recommended)
  - Audio Prompt: Please record an audio prompt detailing the IVR key options (Press 1 to reach...)
  - Key options:
    - Leave Voicemail to:
      - Current extension (auto receptionist's voicemail)
      - A particular User
      - Another Auto Receptionist
      - A Call Queue
    - Forward to:
      - A particular User. This will ring the call on the user's Zoom phone. (Recommended)
      - Another Auto Receptionist
      - A Call Queue
      - An external Phone Number
    - Dial by Name: This takes the caller to an automated directory where they may search for any user by last name.
- Phone Number: Route to an external phone number.

Call Queue

Members(s): Click View or Edit to see current members of the call queue or add members.

Business Hours: Click Edit to change the times when the call queue will distribute calls.

You can customize how calls are routed during business hours:

Allow queue members to set their own Business Hours:
- If checked, members' business hours will override the call queue's business hours. For example, if you set the call queue's business hours to all day Friday, and a member is off on Friday, the call queue will not route to that member.
- If unchecked, the call queue's business hours will override member's business hours. For example, if you set the call queue's business hours to all day Friday, and a member is off on Friday, the call queue will still route to that member.
Call Distribution: Select a method to distribute calls during business hours.
- Simultaneous: Rings all available members at the same time. The first to answer takes the call. (Recommended)
- Sequential: Rings available members one at a time. After selecting this option, specify the ring duration for each member until the Max Wait Time setting below is reached. Click Specify Sequence to rearrange the order by clicking and dragging each row or clicking the arrow icons.

Rotating: Rings available members in a regularly changing order so that calls are distributed evenly. You can specify the ring duration for each member until the Max Wait Time setting below is reached.
Additional options if the call distribution is Sequential or Rotating:
- Ring duration for each member: Select the amount of time the queue will ring each member. Make sure to take note of the Max Wait Time setting below when select the ring duration. (Recommended: 10-20 seconds)
- Handle multiple incoming calls simultaneously: This advanced setting is only recommended when you have a call queue with high incoming call volume but under-resourced queue members. Calls that came in first may not be answered first. Only when this setting is disabled, when there are multiple calls in a queue, the second call will not ring through until the first call is answered. (Recommended: Off)
- Skip offline members when ringing: Select this option to skip offline members and immediately ring the next available member. If this option is disabled, the call queue will follow the ring duration even if a member is offline. Offline means the member is not signed in to the Zoom desktop client or mobile app, or their mobile phone is screen-locked. (Recommended: On)
Receive new calls even on a call: Enable call notifications for call queue members even if they are in a call. The call notification will allow members to accept the inbound call, then end or hold the existing call. If this option is disabled, the call queue will skip members who are busy on a call. (Recommended: Off)
Greeting Prompt: Plays before routing the caller based on the call distribution method. Select a greeting prompt from the drop-down menu or click Audio Library to select, record, or upload custom audio. You can also select Disable to not play a greeting prompt.
Audio While Connecting: Plays for the inbound caller waiting to be routed to an available member. Select audio from the drop-down menu or click Audio Library to select, record, or upload custom audio. You can also select Disable to not play any audio.
Music on Hold: Plays for the inbound caller when they're placed on hold by a call queue member. Select audio from the drop-down menu or click Audio Library to select, record, or upload custom audio. You can also select Disable to not play any audio.
Max Wait Time: Select the total maximum wait time allowed in the call queue, then click Confirm. When the maximum is exceeded, callers will be routed based on the Overflow option below. (Recommended: 30 seconds to 1 minute)
- Simultaneous: Rings all available members for the specified max wait time.
- Sequential: Rings available members one at a time for the specified max wait time. Make sure the ring duration for each member is set at a lower value than the max wait time.
- Rotating: Rings available members in a regularly changing order for the max wait time. Make sure the ring duration for each member is set at a lower value than the max wait time.
Wrap-up Time: Select the amount of time before another queue call is routed to a member after they finish a queue call. This can be useful if you require call queue members to take breaks in-between calls; for example, to allow time to enter notes for the call.
Max Call in Queue: Click Edit to change the maximum number of calls allowed in the queue, then click Confirm. When the maximum is exceeded, callers will be routed based on the Overflow option below. (Recommended: Between 1x and 2x number of call members)
Overflow: Click Edit to set where calls are routed when the Max Wait Time or Max Call in Queue is exceeded. By default, calls are routed the call queue's dedicated voicemail inbox. Please add call queue members to Voicemail Access below.
Route to drop-down menu: Select a routing option, then use the text box to specify the route. You can route to any extension in the account:
- Voicemail (Recommended)
  - Leave voicemail to: Route the caller to the voicemail belonging to one of these extensions.
    - Current extension (call queue's voicemail) (Recommended)
    - A particular User
    - An Auto Receptionist
    - A different Call Queue
    - Voicemail Greeting: Click Audio Library to select, record, or upload custom audio. The greeting plays before routing the call.
      Note: If routing to another extension's voicemail, the voicemail greeting you set will override the greeting set for that extension. Select Follow User Voicemail Greeting in the drop-down menu to use the phone user's greeting instead of selecting a replacement.
- A particular User
- An Auto Receptionist
- A different Call Queue
- An External Contact: If the account has a directory of external users, you can route calls to an external contact.
- A Phone Number: Route to an external phone number.
- Disconnect the call

Closed hours

If you set business hours, customize how calls are routed outside of business hours. Click Edit and select a routing option, then use the text box to specify the route. Your options are the same as Overflow above. By default, calls are routed the call queue's dedicated voicemail inbox. (Recommended)