Changing Zoom Phone call queue (shared line) settings

Overview
Changing members
Changing voicemail greeting
Forwarding voicemail
Changing other settings

Overview

At USC, most shared office and departmental phones are set up as call queues in Zoom Phone. To request a setting change, use the following form:

Shared line feature change

The form allows you to request one or more of the following changes, which we explain in more detail in this guide:

Change members
Change voicemail greeting
Forward voicemails to shared email address
Other settings:
- Business hours
- Call routing/distribution rules
- Holidays
- Display name

Changing members

Specify who can access and answer the call queue. Note that students and shared org accounts cannot be added as members of the call queue.

Members of your call queue can turn on or off the call queue in their own settings if, for instance, they are unavailable to answer and do not want the call queue to ring to their Zoom Phone (refer to our instructions for confirming access to a call queue).

Voicemail access

By default, call queue members are granted voicemail access. Voicemails for call queues must be checked in the Zoom app and cannot be retrieved on a physical desk phone.

Changing voicemail greeting

To add or change a voicemail greeting for a call queue, you will need to attach an audio file to your request. If you do not have an audio file, you can use the Zoom website to create and then download a voicemail greeting using one of the following methods:

Text to speech (up to 3000 characters)
Record a greeting using Zoom (up to 4 minutes)

Quick guide

Go to https://usc.zoom.us and click Sign in.
If prompted, sign in using your USC NetID@usc.edu and passphrase, and complete Duo authentication.
In the upper right, click your profile icon and select My account.
In the left menu, select Zoom Phone.
Make sure the Settings tab is open.
Scroll to the Call Handling section and locate the Greeting & Leave voicemail instruction field.
Click Edit, and select Add Audio.
Use the tabs to select an option and create your greeting:
- Text to Speech: You can type up to 3000 characters and select from a list of voices.
- Record by Computer: Record a greeting up to 4 minutes long (we recommend using a headset or external microphone rather than your built-in computer microphone).
Once you are satisfied with the greeting, click Add.
The greeting is saved and Zoom sets it as your default.
First, you'll want to change your saved greeting back to your default or previous greeting: Click Edit, and then select an option:
- Reset to default: Restores the default voicemail greeting.
- Choose from asset library: Select the previous greeting file, and click Save.
Now, you can download the new greeting:
1. Click Edit, and select Choose from asset library.
2. Click the More options icon next to the greeting you just created, and select Download.
3. The audio file downloads to your computer, and you can upload it in the request form. Click Cancel to exit.

Detailed guide (with screenshots)

Go to https://usc.zoom.us and click Sign in.
If prompted, sign in using your USC NetID@usc.edu and passphrase, and complete Duo authentication.
In the upper right, click your profile icon and select My account.
In the left menu, select Zoom Phone.
Make sure the Settings tab is open.
Scroll to the Call Handling section, and locate the Greeting & Leave voicemail instruction field.
Click Edit, and select Add Audio.
Use the tabs to select an option and create your greeting:
- Text to Speech: You can type up to 3000 characters and select from a list of voices.
- Record by Computer: Record a greeting up to 4 minutes long (we recommend using a headset or external microphone rather than your built-in computer microphone).
Once you are satisfied with the greeting, click Add.
The greeting is saved and Zoom sets it as your default.
First, you'll want to change your saved greeting back to your default or previous greeting: Click Edit, and then select an option:
- Reset to default: Restores the default voicemail greeting.
- Choose from asset library: Select the previous greeting file, and click Save.
Now, you can download the new greeting:
1. Click Edit, and select Choose from asset library.
2. Click the More options icon next to the greeting you just created, and select Download.
3. The audio file downloads to your computer, and you can upload it in the request form. Click Cancel to exit.

Forwarding voicemail

You can opt to have voicemails forwarded to email in the form of the audio file and a transcript. This is in addition to members' ability to check voicemail for the call queue in the Zoom app.

This feature is useful if, for instance, you have student workers who are tasked with checking voicemail. Since voicemail can only be checked in Zoom Phone (either on the Zoom website or in the Zoom app), students do not have access. However, you can have voicemails forwarded to your shared org account's email address, and give student workers access to that email account.

Changing other settings

Other call queue settings you can request changes to include:

Business hours
Call routing/distribution rules, with the following options:
- Simultaneous: Ring all available members at the same time
- Sequential: Ring available members in sequential order
- Round Robin: Rotate between members
- Longest Idle: Ring the member that has been idle the longest
Holidays, with the following options for holiday call routing:
- Sending existing voicemail
- Send to new voicemail greeting (you will need to attach an audio file)
- Disconnect call
- Forward to another number
Display name

Contributor: Chris Huntley.