Zoom Phone supports internal safety response call queues to provide expanded emergency calling notifications to your designated emergency response teams, including the ability to view, listen, barge-in, and record a call that has been made to the local emergency service. Direct calls delivered to a Zoom Phone user outside of the assigned ACD groups cannot be monitored. Supervisors can only monitor calls that have been routed to a user through the ACD group. They can join and speak to everyone on the call, or even take over a call from an ACD group member. For example, a supervisor can observe a trainee call or customer interactions, and coach an employee on the call. Here are some highlights Zoom Phone users can now access: Industry-standard call monitoring featuresĪs is standard in the telecommunications industry, Zoom Phone account admins can assign monitoring features to call queue supervisors to assist with automatic call distribution (ACD) group member training and quality assurance. Zoom Phone is helping people stay connected wherever they are, and this weekend we released a number of exciting new features to continue that mission.

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