Connect Zoom Phone queue overflow

Before you begin

• You need a Zoom Phone administrator role with permission to edit call queues.
• Copy your connected PrimaReply number from Settings → PrimaReply coverage.
• Identify the reception or booking queue that receives new customer calls.
• Zoom may charge for the external call leg.

Open the call queue

1. Sign in to the Zoom web portal as an administrator.
2. Open Admin Center.
3. Select Product configuration → Phone system → Call Queues.
4. Select the reception or bookings queue.
5. Open the Profile tab.

Configure unanswered-call overflow

1. Keep the current queue members and call-distribution method unchanged.
2. Review the maximum wait time and choose a period appropriate for reception.
3. Find Overflow and select Edit.
4. Set Route to to Phone Number.
5. Select Australia as the country or region.
6. Enter the PrimaReply number.
7. Confirm and save.

Zoom may require a direct number to be assigned to the call queue before it can route to an external phone number.

Configure after-hours routing

1. In the same queue, open Closed Hours.
2. Select Edit for the closed-hours routing destination.
3. Choose Phone Number.
4. Enter the same PrimaReply number.
5. Repeat for break or holiday hours only if PrimaReply should cover those periods.
6. Save.

Verify safely

1. Select Zoom Phone in PrimaReply's phone connection setup.
2. Start the 10-minute test.
3. Call the normal business number from another mobile.
4. Select the menu option that reaches the configured queue.
5. Do not answer.
6. Wait for PrimaReply to verify the forwarded call.

If it does not work

• Confirm the queue has a direct number.
• Confirm Australia was selected before entering the external number.
• Check that the timeout is shorter than any voicemail route.
• Ask Zoom support whether the original caller ID is preserved for this route.

Official Zoom instructions

Review Zoom's current call queue settings because menu names and plan requirements can change.