{"id":1796,"date":"2023-08-20T07:43:39","date_gmt":"2023-08-20T07:43:39","guid":{"rendered":"https:\/\/nusit.nus.edu.sg\/telephony\/?page_id=1796"},"modified":"2024-02-07T10:30:05","modified_gmt":"2024-02-07T10:30:05","slug":"faq-cqivr","status":"publish","type":"page","link":"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/","title":{"rendered":"FAQ &#8211; Zoom CQ\/IVR"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1796\" class=\"elementor elementor-1796\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0d37c14 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0d37c14\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-393c85e\" data-id=\"393c85e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-372b6cf elementor-widget elementor-widget-text-editor\" data-id=\"372b6cf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>FAQs<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e92eae3 eael_simple_menu_hamburger_disable_selected_menu_no eael-simple-menu-hamburger-align-right eael-hamburger--tablet elementor-widget elementor-widget-eael-simple-menu\" data-id=\"e92eae3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"eael-simple-menu.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<style>\n                        @media screen and (max-width: 1024px) {\n                            .eael-hamburger--tablet {\n                                .eael-simple-menu-horizontal,\n                                .eael-simple-menu-vertical {\n                                    display: none;\n                                }\n                            }\n                            .eael-hamburger--tablet {\n                                .eael-simple-menu-container .eael-simple-menu-toggle {\n                                    display: block;\n                                }\n                            }\n                        }\n                    <\/style>            <div data-hamburger-icon=\"&lt;i aria-hidden=&quot;true&quot; class=&quot;fas fa-bars&quot;&gt;&lt;\/i&gt;\" data-indicator-icon=\"&lt;i aria-hidden=&quot;true&quot; class=&quot;fas fa-angle-down&quot;&gt;&lt;\/i&gt;\" data-dropdown-indicator-icon=\"&lt;i class=&quot;fas fa-angle-down&quot;&gt;&lt;\/i&gt;\" class=\"eael-simple-menu-container eael-simple-menu-align-left eael-simple-menu-dropdown-align-left preset-2\" data-hamburger-breakpoints=\"{&quot;mobile&quot;:&quot;Mobile Portrait (&gt; 767px)&quot;,&quot;tablet&quot;:&quot;Tablet Portrait (&gt; 1024px)&quot;,&quot;desktop&quot;:&quot;Desktop (&gt; 2400px)&quot;,&quot;none&quot;:&quot;None&quot;}\" data-hamburger-device=\"tablet\">\n                <ul id=\"menu-faq-menu\" class=\"eael-simple-menu eael-simple-menu-dropdown-animate-to-top eael-simple-menu-indicator eael-simple-menu-vertical\"><li id=\"menu-item-1732\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-1732\"><a href=\"https:\/\/nusit.nus.edu.sg\/telephony\/faq-zoomacct\/\">Zoom Account &#038; Login<\/a><\/li>\n<li id=\"menu-item-2846\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-2846\"><a href=\"https:\/\/nusit.nus.edu.sg\/telephony\/faq-phone\/\">Zoom Phone<\/a><\/li>\n<li id=\"menu-item-1958\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-1958\"><a href=\"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/\">Zoom Call Queue\/IVR<\/a><\/li>\n<li id=\"menu-item-599\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-599\"><a href=\"https:\/\/nusit.nus.edu.sg\/telephony\/faq-devices\/\">Devices<\/a><\/li>\n<li id=\"menu-item-1793\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-1793\"><a href=\"https:\/\/nusit.nus.edu.sg\/telephony\/faq-boss4u\/\">BOSS4u<\/a><\/li>\n<\/ul>                <button class=\"eael-simple-menu-toggle\">\n                    <span class=\"sr-only \">Hamburger Toggle Menu<\/span>\n                    <i aria-hidden=\"true\" class=\"fas fa-bars\"><\/i>                <\/button>\n            <\/div>\n            \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-bedc68d\" data-id=\"bedc68d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-774de32 elementor-widget elementor-widget-shortcode\" data-id=\"774de32\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\">\n<style>\n    .accordion-content {\n      \/*max-height: 0;*\/\n      overflow: hidden;\n      transition: max-height 0.2s ease-out;\n    }\n<\/style>\n<script>\n    function filterAccordion() {\n      const filterValue = document.getElementById(\"filterInput\").value.toLowerCase();\n      const accordionItems = document.querySelectorAll('.elementor-accordion-item');\n\n      accordionItems.forEach(item => {\n        const title = item.querySelector('.elementor-accordion-title').textContent.toLowerCase();\n        const content = item.querySelector('.elementor-tab-content');\n\n        if (title.includes(filterValue)) {\n          item.style.display = \"\";\n          \/*content.style.maxHeight = content.scrollHeight + \"px\";*\/\n        } else {\n          item.style.display = \"none\";\n          \/*content.style.maxHeight = null;*\/\n        }\n      });\n    }\n<\/script>\n<input type=\"text\" id=\"filterInput\" onkeyup=\"filterAccordion()\" placeholder=\"  Search...\">\n<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a4d51de elementor-widget elementor-widget-accordion\" data-id=\"a4d51de\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1721\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-1721\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Accordion Placeholder<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1721\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-1721\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1722\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-1722\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">1.  What is the advantage of setting up my department hotline as a Call Queue ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1722\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-1722\"><p>Setup of a hotline as a Call Queue allows incoming calls to be answered by a group of agents manning the hotline. Callers will be directed to a virtual queue and routed to the available agents based on pre-established call handling criteria (eg. routing method, business hours, overflow treatment, etc.)<\/p><p>This is equivalent to &#8220;Hunting Line&#8221; in Skype for Business setup but Zoom Phone provides many more features to meet business needs.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1723\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-1723\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">2.  How to request for a new Call Queue ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1723\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-1723\"><p>You can request for a new Call Queue through\u00a0<a href=\"https:\/\/boss4u.nus.edu.sg\/\" target=\"_blank\" rel=\"noopener\">BOSS4u<\/a>\u00a0portal.<\/p><p>In the request, you need to provide a name who will be Call Queue admin from your department. He\/she will be able to access the Zoom portal and update the call queue settings based on your business requirement.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1724\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-1724\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">3.  How to update the Call Queue settings ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1724\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-1724\"><p>Only dept user assigned as Call Queue (CQ) admin can make changes to the Call Queue.<\/p><p>If you are unsure who is the CQ admin for your department, please send an email to nusboss@nus.edu.sg and provide your CQ telephone number to check.<\/p><p>To update the Call Queue settings, CQ admin can follow the following steps:<\/p><ol><li>Sign in to Zoom portal at\u00a0<a href=\"https:\/\/nus-sg.zoom.us\/\" target=\"_blank\" rel=\"noopener\">https:\/\/nus-sg.zoom.us<\/a><\/li><li>On the left panel, click\u00a0<strong>Phone System Management<\/strong>\u00a0and\u00a0<strong>Call Queue.<\/strong>\u00a0(Only users who are CQ admin can see this menu item)<br \/><br \/><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone  wp-image-2004\" src=\"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin-300x117.png\" alt=\"\" width=\"428\" height=\"167\" srcset=\"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin-300x117.png 300w, https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin-1024x399.png 1024w, https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin-768x299.png 768w, https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin-1536x598.png 1536w, https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin-2048x797.png 2048w\" sizes=\"(max-width: 428px) 100vw, 428px\" \/><br \/><br \/><\/li><li>Click the name of your Call Queue<\/li><li>The Call Queue settings page will be shown<br \/><img decoding=\"async\" class=\"alignnone  wp-image-2005\" src=\"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin2-225x300.png\" alt=\"\" width=\"380\" height=\"506\" srcset=\"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin2-225x300.png 225w, https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin2.png 546w\" sizes=\"(max-width: 380px) 100vw, 380px\" \/><br \/><br \/><\/li><li>CQ membership can be updated under section\u00a0<strong>Member(s)<\/strong>.\u00a0<\/li><\/ol><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1725\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-1725\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">4.  What are the common settings available for Call Queue ? Where to configure them ? <\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1725\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-1725\"><p>Once a new Call Queue is created, the dept CQ admin can update the CQ settings based on the business needs.<\/p><p>Common settings to be updated for a new CQ include:<\/p><ol><li>Membership<\/li><li>Business Hours\u00a0<\/li><li>Member distribution method<\/li><li>Call handling if incoming call is not answered<\/li><li>Audio prompt (after business hour)\u00a0<\/li><li>Holiday settings<br \/><br \/><\/li><\/ol><p>To learn more about Call Queue settings, refer to :<\/p><ul><li style=\"list-style-type: none\"><ul><li>Zoom Video\u00a0<a href=\"https:\/\/www.youtube.com\/watch?v=MJLtODFITyo\" target=\"_blank\" rel=\"noopener\">Setup A Call Queue\u00a0<\/a>(from timeline 1:49 onwards)<\/li><li>Zoom Resource\u00a0<a href=\"https:\/\/support.zoom.us\/hc\/en-us\/articles\/360059862471-Changing-call-queue-settings#h_203f829b-4f16-42e7-9a94-dfdf20b67033\" target=\"_blank\" rel=\"noopener\">Changing call queue settings<\/a><\/li><\/ul><\/li><\/ul><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1726\" class=\"elementor-tab-title\" data-tab=\"6\" role=\"button\" aria-controls=\"elementor-tab-content-1726\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">5. What is the purpose of setting up my department hotline as a Zoom Phone Interactive Voice Response (IVR) ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1726\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"6\" role=\"region\" aria-labelledby=\"elementor-tab-title-1726\"><p>Setup of a hotline with Interactive Voice Response (IVR) allows incoming calls to be routed to an automated telephone system with pre-programmed menu options for the caller to choose and be routed to the appropriate team for help.\u00a0<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1727\" class=\"elementor-tab-title\" data-tab=\"7\" role=\"button\" aria-controls=\"elementor-tab-content-1727\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">6.  How to request for a new IVR ?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1727\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"7\" role=\"region\" aria-labelledby=\"elementor-tab-title-1727\"><p>You can request for a new IVR through\u00a0<a href=\"https:\/\/boss4u.nus.edu.sg\/\" target=\"_blank\" rel=\"noopener\">BOSS4u<\/a>\u00a0portal.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-1728\" class=\"elementor-tab-title\" data-tab=\"8\" role=\"button\" aria-controls=\"elementor-tab-content-1728\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">7.  How to update holidays schedule for my department CQ  ? <\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1728\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"8\" role=\"region\" aria-labelledby=\"elementor-tab-title-1728\"><p>Department <span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-weight: var( --e-global-typography-text-font-weight ); font-size: 1rem;\">CQ <\/span>admin should regularly review University and public <span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-weight: var( --e-global-typography-text-font-weight ); font-size: 1rem;\">holidays and update their hotline CQ holiday schedule in Zoom Phone, if required:<\/span><\/p>\n<ol>\n<li>Sign in to Zoom portal at&nbsp;<a href=\"https:\/\/nus-sg.zoom.us\/\" target=\"_blank\" rel=\"noopener\">https:\/\/nus-sg.zoom.us<\/a><\/li>\n<li>On the left panel, click&nbsp;<strong>Phone System Management<\/strong>&nbsp;and&nbsp;<strong>Call Queue.<\/strong>&nbsp;(Only users who are CQ admin can see this menu item)<\/li>\n<\/ol>\n<p><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-weight: var( --e-global-typography-text-font-weight ); font-size: 1rem;\">&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;<\/span><img decoding=\"async\" src=\"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2024\/01\/FAQ_cq.png\" alt=\"\" width=\"496\" height=\"214\"><\/p>\n<ol start=\"3\">\n<li>Click the name of your Call Queue<\/li>\n<li>The Call Queue settings page will be shown&nbsp;&nbsp;<\/li>\n<\/ol>\n<p>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2024\/01\/FAQ_cq2.png\" alt=\"\" width=\"432\" height=\"686\"><\/p>\n<ol start=\"5\">\n<li>Scroll down to <strong>Holiday Hours<\/strong>&nbsp;&gt; <b>Holiday List &amp; Call Handling&nbsp;<\/b>section&nbsp;and click <strong>Manage<\/strong><\/li>\n<li>Under <strong>Holiday List &amp; Call Handling, <\/strong>click<strong> \u201cAdd\u201d<\/strong><\/li>\n<li>Under <strong>Add Holiday,&nbsp; <\/strong>enter name of the holiday, and the start and end date of the holiday. Click <strong>Save<\/strong><\/li>\n<\/ol>\n<p><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-weight: var( --e-global-typography-text-font-weight ); font-size: 1rem;\">&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;<\/span><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2024\/01\/FAQ_cqaddhol.png\" alt=\"\" width=\"466\" height=\"148\"><\/p>\n<ol start=\"8\">\n<li>Select the holiday that you have just created. Under the date, click <strong>Edit<\/strong>.&nbsp; <img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2024\/01\/FAQ_hol.png\" alt=\"\" width=\"464\" height=\"219\"><\/li>\n<\/ol>\n<ol start=\"9\">\n<li>Under Routing Option, select the <strong>Route To<\/strong> option and click <strong>Save<\/strong>. You may refer to the setting for the other holidays and copy similar settings. Commonly used routing options:\n<ul>\n<li>Route to voicemail \u2013 current extension<\/li>\n<li>Play a message, then disconnect<\/li>\n<li>Route to Call Queue\/External Contacts\/Auto Receptionist<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<p><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-weight: var( --e-global-typography-text-font-weight ); font-size: 1rem;\">&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;<\/span><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2024\/01\/FAQ_routingoption.png\" alt=\"\" width=\"346\" height=\"164\"><\/p>\n<ol start=\"10\">\n<li>Depending on the Routing option you have chosen, additional parameters will need to be added.<\/li>\n<li>Review and ensure all the holidays are set, and double confirm the routing options are set correctly.<\/li>\n<\/ol>\n<p><span style=\"color: var( --e-global-color-text ); font-family: var( --e-global-typography-text-font-family ), Sans-serif; font-weight: var( --e-global-typography-text-font-weight ); font-size: 1rem;\">&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;<\/span><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2024\/01\/faq_2024_hol.png\" alt=\"\" width=\"429\" height=\"234\"><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>FAQs Zoom Account &#038; Login Zoom Phone Zoom Call Queue\/IVR Devices BOSS4u Accordion Placeholder 1. What is the advantage of setting up my department hotline as a Call Queue ? Setup of a hotline as a Call Queue allows incoming calls to be answered by a group of agents manning the hotline. Callers will be [&hellip;]<\/p>\n","protected":false},"author":3663,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-1796","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>FAQ - Zoom CQ\/IVR - NUS IT Telephony<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"FAQ - Zoom CQ\/IVR - NUS IT Telephony\" \/>\n<meta property=\"og:description\" content=\"FAQs Zoom Account &#038; Login Zoom Phone Zoom Call Queue\/IVR Devices BOSS4u Accordion Placeholder 1. What is the advantage of setting up my department hotline as a Call Queue ? Setup of a hotline as a Call Queue allows incoming calls to be answered by a group of agents manning the hotline. Callers will be [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/\" \/>\n<meta property=\"og:site_name\" content=\"NUS IT Telephony\" \/>\n<meta property=\"article:modified_time\" content=\"2024-02-07T10:30:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin-300x117.png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/\",\"url\":\"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/\",\"name\":\"FAQ - Zoom CQ\/IVR - NUS IT Telephony\",\"isPartOf\":{\"@id\":\"https:\/\/nusit.nus.edu.sg\/telephony\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin-300x117.png\",\"datePublished\":\"2023-08-20T07:43:39+00:00\",\"dateModified\":\"2024-02-07T10:30:05+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/#primaryimage\",\"url\":\"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin.png\",\"contentUrl\":\"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin.png\",\"width\":4184,\"height\":1629},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/nusit.nus.edu.sg\/telephony\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"FAQ &#8211; Zoom CQ\/IVR\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/nusit.nus.edu.sg\/telephony\/#website\",\"url\":\"https:\/\/nusit.nus.edu.sg\/telephony\/\",\"name\":\"NUS IT Telephony\",\"description\":\"NUS IT Telephony site\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/nusit.nus.edu.sg\/telephony\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"FAQ - Zoom CQ\/IVR - NUS IT Telephony","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/","og_locale":"en_US","og_type":"article","og_title":"FAQ - Zoom CQ\/IVR - NUS IT Telephony","og_description":"FAQs Zoom Account &#038; Login Zoom Phone Zoom Call Queue\/IVR Devices BOSS4u Accordion Placeholder 1. What is the advantage of setting up my department hotline as a Call Queue ? Setup of a hotline as a Call Queue allows incoming calls to be answered by a group of agents manning the hotline. Callers will be [&hellip;]","og_url":"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/","og_site_name":"NUS IT Telephony","article_modified_time":"2024-02-07T10:30:05+00:00","og_image":[{"url":"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin-300x117.png","type":"","width":"","height":""}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/","url":"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/","name":"FAQ - Zoom CQ\/IVR - NUS IT Telephony","isPartOf":{"@id":"https:\/\/nusit.nus.edu.sg\/telephony\/#website"},"primaryImageOfPage":{"@id":"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/#primaryimage"},"image":{"@id":"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/#primaryimage"},"thumbnailUrl":"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin-300x117.png","datePublished":"2023-08-20T07:43:39+00:00","dateModified":"2024-02-07T10:30:05+00:00","breadcrumb":{"@id":"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/#primaryimage","url":"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin.png","contentUrl":"https:\/\/nusit.nus.edu.sg\/telephony\/wp-content\/uploads\/sites\/7\/2023\/12\/CQadmin.png","width":4184,"height":1629},{"@type":"BreadcrumbList","@id":"https:\/\/nusit.nus.edu.sg\/telephony\/faq-cqivr\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/nusit.nus.edu.sg\/telephony\/"},{"@type":"ListItem","position":2,"name":"FAQ &#8211; Zoom CQ\/IVR"}]},{"@type":"WebSite","@id":"https:\/\/nusit.nus.edu.sg\/telephony\/#website","url":"https:\/\/nusit.nus.edu.sg\/telephony\/","name":"NUS IT Telephony","description":"NUS IT Telephony site","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/nusit.nus.edu.sg\/telephony\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"}]}},"_links":{"self":[{"href":"https:\/\/nusit.nus.edu.sg\/telephony\/wp-json\/wp\/v2\/pages\/1796","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/nusit.nus.edu.sg\/telephony\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/nusit.nus.edu.sg\/telephony\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/nusit.nus.edu.sg\/telephony\/wp-json\/wp\/v2\/users\/3663"}],"replies":[{"embeddable":true,"href":"https:\/\/nusit.nus.edu.sg\/telephony\/wp-json\/wp\/v2\/comments?post=1796"}],"version-history":[{"count":0,"href":"https:\/\/nusit.nus.edu.sg\/telephony\/wp-json\/wp\/v2\/pages\/1796\/revisions"}],"wp:attachment":[{"href":"https:\/\/nusit.nus.edu.sg\/telephony\/wp-json\/wp\/v2\/media?parent=1796"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}