IT Knowledge BaseGeneral TopicsTelecom ACD Call AgentsLogging In/Out as an ACD Agent (Zoom Phone)

Logging In/Out as an ACD Agent (Zoom Phone)

This article covers how users who are ACD agents log in to the Zoom Phone Receptionist system to receive calls and log out from the system.

ACD (Automatic Call Distribution) is a system that allows multiple calls to be put on hold until there is an available person (ACD agent) to answer the call. Calls are put on hold in a queue and directed to an  available ACD agent usually in the order the calls were received.

Choose the device you are using:

Computer/Laptop

You will need the full Zoom desktop client, not the simple desktop client that automatically downloads when you join a meeting. View Downloading the Zoom Desktop Client for more information.

1. Click on your profile icon in the Zoom desktop client.

Zoom desktop client home page

2. Click Receive Queue Calls.

profile menu

3. Click on the toggle button next to Receive Queue Calls to enable it.

enable Receive Queue Calls

4. Ensure that the toggle button next to the ACD queue is enabled. You will now receive ACD calls.

If you are a part of multiple ACD queues, you can enable one or more of them at a time as needed.

enable ACD queue

5. To sign out, click on your profile icon, select Receive Queue Calls, and disable the toggle button next to Receive Queue Calls.

Sign out by disabling queue calls
  1. Click on your profile icon.
  2. Select Receive Queue Calls.
  3. Disable the toggle button next to Receive Queue Calls.

6. You are now signed out of the ACD queue.

signed out
Smartphone/Tablet

1. Tap on the More menu at the bottom right of the Zoom mobile app.

Please note in older versions of the Zoom mobile app, the More button is called Settings. Although the ACD feature will work on older versions of the app, it's highly recommended that you keep your Zoom mobile app up to date to ensure that you have all of the security updates and access to all of the features.

Zoom mobile home page

2. Tap Phone.

More menu in Zoom mobile

3. Tap the toggle button next to Receive Queue Calls.

Phone menu in Zoom mobile

4. Tap the toggle button next to the ACD queue.

Phone menu in Zoom mobile with Receive Queue call enabled

5. You will now receive ACD calls.

receiving ACD calls

6. To sign out, return to the More menu and select Phone. Then tap the toggle button next to Receive Queue Calls to sign out.

sign out of ACD calls

7. You are now signed out of the ACD queue.

Phone menu in Zoom mobile

How do I know if I am signed in?

Computer/Laptop

When you are signed in, you will see "1 active" next to the Receive Queue Calls option in the profile menu.

If you are an agent for more than one ACD queue, you will see the number of ACD queues that you are currently signed into.

active on ACD queue

If the Receive Queue Calls says "0 active" that means that you enabled the Receive Queue Calls, but forgot to enable the ACD queue. Click the toggle button next to the ACD queue and you will start receiving ACD calls.

No active queues
Smartphone/Tablet

On a smartphone or tablet, you will need to go to the More menu and select Phone to see if you are signed in to the ACD queue. Both Receive Queue Calls and the ACD queue toggle buttons must be enabled.

receiving ACD calls

If only Receive Queue Calls is enabled, you will not get ACD calls. Tap the toggle button next to the ACD queue to enable it and start receiving ACD calls.

Phone menu in Zoom mobile with Receive Queue call enabled

Need More Help?

View the Troubleshooting & Resources for Zoom Phone guide.

Contact the IT Help Desk at [email protected] or 657-278-7777 for additional assistance.