Call Queues

Workbook: RX3 Zoom Phone Call Queue Capture · Tabs: Call Queues, Queue Members, Business Hours, Holidays, Prompts

You columns are yours to complete. RX3 columns we complete. An asterisk marks a required field.

Before you start

How this workbook is used

This is a joint document. The customer supplies the queue behavior and staffing; RX3 supplies numbering, validation, and build tracking. Complete the Call Queues tab first - every other tab keys off Queue Name.

Column ownership

AMBER headers are completed by the customer. NAVY headers are completed by RX3. An asterisk (*) marks a required column.

Tab relationships

Call Queues is the parent. Queue Members, Business Hours, Holidays, and Prompts all reference Queue Name and must match it character for character. Member Email must match a user on the Zoom Phone user capture workbook. A queue named as an overflow destination must also exist as its own row here.

Four routing paths, not one

Every queue needs four separate answers: where a caller goes when the queue is full or the wait is exceeded (Overflow), when it rings out with nobody answering (No-Answer), when the queue is closed (Closed Hours), and during a holiday closure (Holiday). These are frequently different destinations and are the most common gap in queue discovery.

Ring Order

Required only for Sequential and Rotating distribution. Simultaneous and Longest Idle ignore it. If the customer selects Sequential without supplying an order, the build stalls.

Sign-off

RX3 renders a one-page routing diagram per queue for customer sign-off before build, covering all four routing paths plus member roster. Build does not begin until the diagrams are approved.

Delete the example row

Row 4 of every tab is a formatted example shown in gray italic. Delete it before returning the workbook. The Example column below shows the same values.

Call Queues tab

One row per call queue. Every routing destination column must resolve to something that exists - a user, another queue, an auto receptionist, or a voicemail box. Ring Duration is per member; Max Wait Time is the total a caller will hold before overflow.

Field	Filled in by	Allowed values	Example
Queue Name *	You	—	Admissions Queue
Department / Purpose	You	—	Enrollment - inbound prospective students
Site *	You	—	Main Campus
Time Zone *	You	—	America/Denver
Prompt Language *	You	—	English
Direct Number	You	—	+17205554210
Queue Extension *	RX3	—	4210
Temporary DID	RX3	—	+17205559903
Distribution Method *	You	Simultaneous · Sequential · Rotating · Longest Idle	Longest Idle
Ring Duration (sec) *	You	—	20
Wrap-Up Time (sec)	You	—	15
Max Wait Time (sec) *	You	—	180
Max Callers in Queue *	You	—	25
Overflow Destination *	You	Routing destination	Queue Voicemail
No-Answer Destination *	You	Routing destination	Queue Voicemail
Closed Hours Destination *	You	Routing destination	Closed Hours Greeting then Queue Voicemail
Holiday Destination *	You	Routing destination	Holiday Greeting then Queue Voicemail
Queue Voicemail *	You	Y · N	Y
Voicemail Shared With	You	—	admissions-lead@customer.edu
Announce Position	You	Y · N	Y
Announce Wait Time	You	Y · N	N
Comfort Msg Interval (sec)	You	—	45
Music on Hold	You	Default · Custom · None	Custom - campus loop
Queue Callback Requested	You	Y · N	Y
Call Recording	You	None · Ad Hoc · Automatic	Automatic
Members Can Opt Out	You	Y · N	Y
Outbound Caller ID	You	Queue Number · Member Own DID · Site Main · Main Number · Blocked	Queue Number
Build Status	RX3	Not Started · In Progress · Built · Tested · Accepted	Not Started
Notes	You	—	Peak volume July-August

Queue Members tab

One row per member, per queue. A person in three queues gets three rows. Queue Name must match the Call Queues tab exactly, and Member Email must match the user capture workbook. Ring Order is required only when the queue uses Sequential or Rotating distribution.

Field	Filled in by	Allowed values	Example
Queue Name *	You	—	Admissions Queue
Member Name *	You	—	Jordan Reyes
Member Email *	You	—	jreyes@customer.edu
Member Type *	You	User · Common Area	User
Role *	You	Member · Queue Manager	Member
Ring Order	You	—	1
Resolved Extension	RX3	—	4127
Member Validated	RX3	Y · N	Y
Notes	You	—	Also backs up the Registrar queue

Business Hours tab

One row per queue per day of week - seven rows per queue. Leave Open/Close Time blank when Day Status is Open All Day or Closed All Day. Queue hours are independent of any auto receptionist hours; capture them even when they appear to match.

Field	Filled in by	Allowed values	Example
Queue Name *	You	—	Admissions Queue
Day *	You	Monday · Tuesday · Wednesday · Thursday · Friday · Saturday · Sunday	Monday
Day Status *	You	Open All Day · Closed All Day · Custom Hours	Custom Hours
Open Time	You	—	08:00 AM
Close Time	You	—	05:00 PM
Notes	You	—	Extended to 7:00 PM during peak enrollment

Holidays tab

One row per holiday closure, per queue. Enter a separate row for each queue affected, even when the closure is shared.

Field	Filled in by	Allowed values	Example
Queue Name *	You	—	Admissions Queue
Holiday Name *	You	—	Winter Break
Start Date *	You	—	12/22/2026
End Date *	You	—	01/05/2027
Routing During Holiday *	You	Routing destination	Queue Voicemail
Holiday Prompt ID	RX3	—	Q-014
Recurs Annually	You	Y · N	Y
Notes	You	—	Match to academic calendar

Prompts tab

One row per recorded or synthesized prompt. Every non-English prompt gets its own row, cross-referenced in Notes to its counterpart. Write Script Text exactly as it should be spoken.

Field	Filled in by	Allowed values	Example
Prompt ID *	RX3	—	Q-001
Queue Name *	You	—	Admissions Queue
Prompt Type *	You	Queue Greeting · Comfort Message · Closed Hours Greeting · Holiday Greeting · Voicemail Greeting · Music on Hold · Callback Offer	Queue Greeting
Language *	You	—	English
Script Text *	You	—	Thank you for calling Admissions. Your call is important to us and will be answered by the next available counselor. Please stay on the line.
Delivery Method *	You	TTS · Professional Recording · Customer Recording · Reuse Existing	TTS
Voice / Talent	You	—	Zoom TTS - Female US
Approved By	You	—
Build Status	RX3	Not Started · In Progress · Built · Tested · Accepted	Not Started
Notes	You	—	Spanish counterpart is Q-002

Value lists

Routing destination

User · Call Queue · Shared Line Group · Auto Receptionist · Common Area · Queue Voicemail · User Voicemail · External Number · Contact Center · Disconnect