--000000000000434dcc0640bdd709 Content-Type: text/plain; charset="UTF-8" Hello! Below are instructions for administering your Zoom Call Queues. Zoom Call Queues are equivalent to 8x8 Ring Groups. Zoom *call queues* require a few steps to successfully add or remove users. Please login to your Zoom portal directly ( thekey.zoom.us ) or access your profile via your Zoom PC app by selecting your profile initials/picture (in the upper-right corner of the PC app) > Settings > My Account. This should open a web page to your personal Zoom portal profile. Review all the options on the left side of your screen and select *Phone System Management > Call Queues*. At that point, you should see all the call queues to which you have access. 1. Select the call queue you wish to change. You should see two tabs : *Profile* and *Policy*. 2. Under the *Profile* tab, locate the *Member(s)* option and select *View or Edit* 3. To add a user to the call queue, select the blue Add button, search for the user(s), check the box associated with each user to be added, and select OK at the bottom of the screen to add them to the group. Steps 1-3 define which users will ring when a call is directed to the Call Queue. 4. Return to the *Profile* and *Policy* screen and select the *Policy* tab. Under the *Voicemail* option, select *Access Member List*. 5. Add the same users here that were added under the *Profile* tab. Steps 5-6 define which users will receive notifications whenever a voicemail is left for the call queue. When following the above instructions, all users in the call queue will ring with incoming calls and receive voicemail notifications (via email) whenever a caller leaves a voicemail for the group. The *Profile* and *Policy* options are independent. If you want a user to receive only calls for the call queue and not voicemail notifications, include them only in the *Profile* list. To prevent a user from receiving call queue calls while still allowing them to receive notifications for voicemails left for the call queue, include them only in the *Policy* list. Lastly, as the instructions above illustrate, if you want all users in the group to receive calls and voicemail notifications, ensure they are included in both the *Profile* and *Policy* lists for that group. To remove users, follow steps 1 and 2 to get to the list of users. To the far right of each user are the ellipsis (...). Select the ellipsis and remove the user. Go to the *Policy* tab and remove the user if you don't want them to continue receiving voicemail notifications, as they are no longer a member of the "ringing" portion (*Profile*) of the call queue. Additional note: While configuring Zoom, I aimed to be as descriptive and consistent as possible with the naming of call queues across the company. As you navigate this new system, please see how I defined some of the groups with just initials: EC = Existing Client CG = Caregiver *Mark Warner* VoIP Network Administrator Contact IT Support 8am-9pm ES