Logging In/Out as an ACD Agent (Zoom Phone)
This article covers how users who are ACD agents log in to the Zoom Phone 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:
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.
2. Click Receive Shared Calls.
3. Click on the toggle button next to Call Queues to sign in to receive ACD calls.
4. Click on Call Queues to view all of the call queues you are in. Ensure that the toggle button next to the ACD queue is enabled.
If you are a part of multiple ACD queues, you can enable one or more of them at a time as needed.
5. To sign out, click on your profile icon, select Receive Shared Calls, and disable the toggle button next to Call Queues.
Alternatively, you can just disable the toggle button next to the ACD call queue and leave Receive Queue Calls turned on. You won't receive ACD calls as long as the ACD call queue itself is disabled.
- Click on your profile icon.
- Select Receive Shared Calls.
- Disable the toggle button next to Call Queues.
6. You are now signed out of the ACD queue.
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.
2. Tap Phone.
3. Tap Receive Queue Calls.
4. Tap the toggle button next to Receive Queue Calls to enable it.
5. Ensure that the toggle button next to the ACD queue is also enabled. You will now receive ACD calls. Tap Cancel to exit this screen.
6. To sign out, return to the More menu and select Phone. Then tap Receive Queue Calls.
7. Tap the toggle button next to Receive Queue Calls to turn it off.
Alternatively, you can just disable the toggle button next to the ACD call queue and leave Receive Queue Calls turned on. You won't receive ACD calls as long as the ACD call queue itself is disabled.
8. You are now signed out of the ACD queue. Tap Cancel to exit the menu.
Currently, Edge E100 desk phones are always signed in to receive calls. Agents will use the Do Not Disturb (DND) feature as a way to disable ACD calls from being sent to the desk phone.
1. To sign in, press the More soft key.
2. Then press the DND soft key to take yourself out of Do Not Disturb mode and start receiving ACD calls.
3. To sign out, press the More soft key.
4. Then press the DND soft key to enable Do Not Disturb mode so you do not receive ACD calls.
Currently, VVX desk phones are always signed in to receive calls. Agents will use the Do Not Disturb (DND) feature as a way to disable ACD calls from being sent to the desk phone.
1. To sign in, press the DND soft key to take your phone out of Do Not Disturb mode and start receiving ACD calls.
2. To sign out, press the DND soft key to enable Do Not Disturb mode and stop receiving ACD calls.
How do I know if I am signed in?
When you are signed in, you will see "[number] active" next to the Receive Shared Calls option in the profile menu and when you click on Receive Shared Calls, you can see "[number] active" under Call Queues.
If you are an agent for more than one ACD queue or also answer a shared extension, you will see the number of ACD queues/shared extensions that you are currently signed into.
If the Receive Shared Calls says "0 active" that means that you may have enabled the Call Queues, but forgot to enable the ACD queue itself. Click the toggle button next to the ACD queue and you will start receiving ACD calls.
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. Receive Queue Calls should have at least "1 Active" next to it. Tap on Receive Queue Calls to check which queues you are signed into.
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.
Currently, Edge E100 desk phones are always signed in to receive calls. Agents will use the Do Not Disturb (DND) feature as a way to disable ACD calls from being sent to the desk phone.
On the Edge E100 desk phone, you will know you are signed in to receive ACD calls if you see the phone icon next to your phone's display name.
If you see the Do Not Disturb icon next to the display name and in the top right corner, then you will NOT receive ACD calls. Press the More soft key and then press the DND soft key to turn off Do Not Disturb mode and you will start receiving ACD calls.
Currently, VVX desk phones are always signed in to receive calls. Agents will use the Do Not Disturb (DND) feature as a way to disable ACD calls from being sent to the desk phone.
On the VVX desk phone, you will know you are signed in to receive ACD calls if you see the phone icon next to your phone's display name.
If you see the Do Not Disturb icon next to the display name and in the top right corner, then you will NOT receive ACD calls. Press the DND soft key to turn off Do Not Disturb mode and you will start receiving ACD calls.
What happens if a supervisor signs me in or out?
Users who are designated as ACD supervisors have the ability to remotely sign an agent in or out of receiving ACD calls.
You will see a notification in your Zoom desktop/mobile app when a supervisor has signed you in or out.
At this time, supervisors cannot sign in/out an agent remotely if the agent is only using a desk phone. If you use both a desk phone and the Zoom app, you will only see notifications in your Zoom app if you are signed in or out by a supervisor.
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.