This category is specifically for feature requests to the Zoom Developer Platform .
Summary
Add a setting that reliably prevents an agent/user from receiving any new inbound call — including queue overflow calls and callback-initiated calls — while they are already active on a call. Currently, “Receive calls while on a call” and similar busy-state controls only apply to standard queue delivery and do not extend to overflow or callback-routed calls, creating a gap where users are still rung while actively engaged with a client.
Problem
Our organization uses Zoom Phone call queues with the callback feature enabled. We’ve confirmed through extensive testing and troubleshooting with Zoom Support (Ticket TS2338231) that:
- Callback requests and overflow-routed calls are treated with routing priority that bypasses per-user “When I’m busy on another call” settings and the queue-level “Receive calls while on a call” setting.
- An agent already active on a call can still be rung by a callback or overflow-routed call, which then registers as a “missed call” on that agent.
- The only mitigation currently available is increasing the queue’s Max Wait Time, which allows a callback to cycle through additional agents before overflowing — but this does not prevent an already-busy agent from being rung in the first place, and simply reduces frequency rather than solving the underlying issue.
- Zoom Support confirmed in writing that no configuration exists at the queue, user, or callback level that fully prevents this behavior, and that it is working as designed.
Business Impact
- Inaccurate missed-call data for agents, distorting call center reporting and answered-call-percentage metrics.
- Agents are interrupted or notified of incoming calls while actively serving a client, creating a disruptive and unprofessional experience.
- Administrators have no visibility or control over this behavior through the UI, despite settings that strongly imply this control exists (e.g., “Receive calls while on a call: OFF”).
Requested Feature
A single, reliable setting — ideally configurable centrally by admins (queue-level or account-level) — that ensures a user/agent already on an active call does not receive any additional inbound call, regardless of whether that call originates from a standard queue call, queue overflow, or callback request. This should be described in documentation clearly enough that admins understand exactly which call types are and are not covered.
Reference
Zoom Support Ticket: TS2338231