Call park is especially helpful for users managing heavy call volumes that need to efficiently transfer calls to people who may not be at their assigned extensions. Admins can also set routing rules to ensure callers aren’t left on hold. Users can place a call on hold and give other Zoom Phone users the ability to answer the call with a retrieval code. Improve receptionist, executive admin, and switchboard operator call handling capabilities by allowing them to efficiently park calls for easy retrieval. This feature allows for improved response times, reporting, and quick identification of the emergency caller’s reported address while helping our customers achieve regulatory compliance with Kari’s Law and Ray Baum’s Act in the U.S. Zoom Phone supports internal safety response call queues to provide expanded emergency calling notifications to your designated emergency response teams, including the ability to view, listen, barge-in, and record a call that has been made to the local emergency service. Direct calls delivered to a Zoom Phone user outside of the assigned ACD groups cannot be monitored. Supervisors can only monitor calls that have been routed to a user through the ACD group. They can join and speak to everyone on the call, or even take over a call from an ACD group member. For example, a supervisor can observe a trainee call or customer interactions, and coach an employee on the call. Here are some highlights Zoom Phone users can now access: Industry-standard call monitoring featuresĪs is standard in the telecommunications industry, Zoom Phone account admins can assign monitoring features to call queue supervisors to assist with automatic call distribution (ACD) group member training and quality assurance.

Zoom Phone is helping people stay connected wherever they are, and this weekend we released a number of exciting new features to continue that mission.

Zoom phone 101