✔️How to Manage Your Call Queue Availability
Learn how to enable or disable calls from call queues to control when you receive inbound calls from queues you're assigned to.
⏱️ Estimated Time: 3 minutes
👤 Who's This For
Call queue members who need to manage their availability for receiving inbound calls from assigned queues.
💼 Use Case
Essential for daily operations—enabling queues at start of shift, disabling at end of day, and controlling call routing throughout your workday.
✅ Prerequisites
Zoom Phone license
Assignment to one or more call queues by your administrator
Access to Zoom desktop app, mobile app, or web portal
Understanding Queue Call Reception
If you're a member of one or more call queues, you can enable or disable call notifications for inbound calls routed from those queues. This setting is independent from your Zoom presence status and only affects calls coming through call queues—not your regular Zoom Phone calls.
How to Enable or Disable Queue Calls
Desktop App
Open the Zoom desktop app
Tap your profile picture (top right)
Select Phone from the left menu
Scroll to Receive Queue Calls
To enable/disable ALL call queues:
Click the Receive Queue Calls toggle
Note: If you switch this toggle on and previously set specific queues to off, your previous configuration will take effect
To enable/disable SPECIFIC call queues:
Click the toggles beside each call queue name
This allows you to receive calls from some queues while opting out of others
Web Portal
Sign in to zoom.us
Click Phone in the left navigation
Click Settings tab
Scroll to Receive Queue Calls section
Toggle call reception on or off for all queues or specific queues
🎮 Click-Through Demo
▶️ Watch: Enabling and Disabling Call Queue Reception See how to manage queue calls on desktop and mobile.
Best Practices
Start of Shift:
Enable Receive Queue Calls toggle
Verify your emergency address is current (especially if remote)
Set your presence status to Available
End of Shift:
Disable Receive Queue Calls toggle
Complete any after-call work
Set presence to Away or sign out
During After-Call Work:
Disable Receive Queue Calls temporarily while completing notes
Re-enable when ready for next call
Working Remotely:
Update emergency address: Settings → Phone → Emergency Address
Verify queue reception status after connecting to new networks
💡 Pro Tips
See Details
Use mobile app for emergency changes → Need to step away unexpectedly? Use mobile app to quickly disable queue calls from anywhere.
Selective queue management → If you're in multiple queues, you can disable some while staying active in others—useful for specialized skills or departments.
Coordinate with your team → Before disabling queues during high-volume periods, let teammates know so coverage isn't impacted.
⚠️ Common Issues
See Details
I disabled queue calls but still received a call → Call may have been routed before you disabled → Allow 15-30 seconds for change to process → Restart Zoom app if issue persists
I don't see Receive Queue Calls option → You're not assigned to any call queues → Contact your admin or supervisor to request assignment
My queue toggle is grayed out → Your admin may have forced you out of the queue → Queue may be temporarily disabled → Contact your supervisor
🎯 What's Next
✨ You now know how to:
Enable or disable calls from all call queues
Manage specific queue reception independently
Control queue availability across desktop, mobile, and web
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