Contact Center

What I have done is created two flows, one is the normal Contact Center flow and the other is it's Management flow. I use the management flow to change the state of the Contact Center flow. For example, by using a global variable in the management flow, I can instruct the other flow to shut (by pass) it's queue and just take voicemail, when the emergency variable is set to true. This works fine, but what else I would like to do is send an e-mail to the other supervisors informing them that the queue has been set to emergency mode. I have not been able to find away to do this, is it possible and how? Do I need an e-mail channel license to make this happen?

Hi all, I have noticed in contact center the text to speech has different audio qualities. The text to speech created in the flow is different to that created in the assets library used on the queue. It is quite noticeable when the voice swaps between the flow and the queue audio. I don't suppose there is a work around for this, I really would like it to sound like one continues voice talking.

Any ideas, since the Zoom Contact Center maintaince over the weekned, my contact center uses are no longer able to transfer calls through to Zoom Phone users.We have been doing this for the past 10months but now it won't let us.We have changed nothing.  

hi,within the flow I have collect input widget. I need to find a way to spell these digits. sounds very basic, but i can't seem to get this work. any help is appreciated.

I was trying to search manage entry point option on :contact center management > flows > "flow channel a (email)" ellipsis (...) > manage entry pointunfortunately, I'm unable to find that said option on ellipsis (...),may i know is it connected to flow's diagram editor on why it doesn't appear.if it's connected can you guide on me how?

Previously my org has omni-channel enabled and having Presence Statuses. I'm trying to enable Omni channel Sync in Zoom contact center and map the Contact Center Integration (CCI) Callbar Status field to Salesforce Status field and saving it. It's throwing error as 'Please set Omni-Channel relation'.How can I resolve that error?  Any help is appreciated.  

How do I block a phone number as Spam from the Contact Center. I found all the ways to do it through the regular Zoom phone, but not Contact Center.

Five9 had this really cool feature where you can set an "agent whisper" which would be an audio notification of which call queue a call was coming in on. For instance, if staff are answering three different lines, the phone would ring to the agent and would audibly say "Customer Support" or whatever customized message we set. Is this possible in Contact Center? Haven't found a way to do this.

Hello Everyone, I just need to understand if Phone Management is required to operate Zoom COntact Center in any way. What i understand is that if you have a global phone assigned to Call Queue/Auto Attendant the system itself manages the routing of call and Phone assignment to individual users are not required in any way. Can someone confirm. Thanks in Advance!

I want to setup smartermail on contact center management > preferences > email engagement > connect new email. however, after i click on it, they only show through google or microsoft only.

Hi im trying to edit the pool of Extensions which gets assigned to new users.in particular, which range it chooses from, as i cant see the setting.And whether there is a setting where it can go back and reassign an extension which is free as opposed to working its way up the pool of available extensions.ThanksMichael

Is there a report in the Zoom Contact Center that tracks agents time as a time clock?  For example, if an agent logs into a campaign and logs out the platform tracks agent's activity.  Talk time, wrap up time, etc. 

Hello, I have a Zoom Livetrak L-12 mixer. I plugged it into my PC as an Audio Interface (switch on the rear panel of the mixer). I have installed the correct drivers for Windows 10. The operating system recognizes the hardware correctly. When I select USB channel 1-2 on L-12 (the backlight comes on), the mixer plays music from the computer correctly. When I turn off USB 1-2 and turn on USB 3-4 (the backlight comes on), the signal from the computer does not reach the mixer. The analog inputs of channel 11-12 (i.e. USB 3-4) work properly. Could there be any damage to the digital USB 3-4 input? How can I check this? I reinstalled the drivers and checked the situation on several different computers. It's the same everywhere.

Three of my agents this evening could no longer make outbound calls in Contact Center.  The option in the lower left is greyed out.  One agent reported a message that " (user) is not in the queues with outbound settings available".  The users are in a queue with outbound call settings so I'm confused.Our office hours ended at 5pm but that's never been an issue with making outbound calls before.

Hi Team - Since I have understood that Zoom CC has 3 different licenses flavors ( Essential , Premium , Elite) can you provide me the link to access the details of what is included in license bundle. Regards

Good morning all, new to Zoom phone and Contact Center. We have integrated with Salesforce. As I understand it, for calls to be logged in Contact Center, they must be made and/or answered from within Contact Center in Salesforce. All OK so far...except...when calls come in, the call answer window pops up in both Contact Center in Salesforce and in the desktop app. (see attached screenshot) How do we prevent this? I think this will be very confusing to our client services people and will result in calls not being logged in Contact Center because they got answered in the desktop app. When client services is logge dinto the queue, I only want the call to pop up in the Contact Center app in Salesforce. Thanks in advance!Steve 

Hi, We are having an issue where contact center agents are not putting themselves back into the "Ready" state once their wrap up time is over.  I see a setting in the queue:Wrap up Expiration - Auto-close engagements at the end of wrap-up duractionAdd at least one disposition to enable this setting.In all of the literature I have reviewed, I am not understanding why adding a disposition has anything to do w/ enabling wrap up to auto expire. We don't need anything thing else re a disposition (reminders to follow up with caller, notes on the call as we have another place for that) - I don't know how to proceed so we can toggle Auto Wrap Up Expiration to "On". Do we add any old disposition, that we don't really need, just to be able to toggle that setting to "on"?Would love to hear whether anyone else has run into this and, if so, if you could please share your insights and/or workaround, that would help immensely. Thank you.Molly

Video interactions initiated via Contact Center to a support agent on a Mac have no options for a virtual background.While there are numerous references to checking your chipset, whether intel or mac, the line 'Note: Virtual background for Zoom Contact Center is not supported on MacOS... is buried pretty well. Moreover, it does a poor job of defining that it means there are ZERO options for background, including blur and virtual background (alternates between using virtual background to mean all backgrounds, or specifically image/video).This is a monumental feature failing in my opinion, exacerbated by poor documentation distinguishing the different experience between zoom calls (check your cpu to use backgrounds) and call center (you are out of luck and can never use a background). 

When I am not on the call. No one can come on. I have change to setting in Admin to all people to come on when the host is not on. But the page in personal settings is blank and will not allow me to change the setting there to allow people on the call with no host.

I have a ZVA chatbot connected with a Domain, Flow, Intents, etc. but the intents are not coachable. I have no idea what I'm doing wrong, but I uploaded 20 training phases and they do not show under the 'Coach' tab. Fortunately for me, I'm not able to upload images! As far as I can tell, everything is connected correctly and they should be showing. I can choose the correct Domain and Intent from the drop-down, but nothing populates. If I can't use my training phases, what exactly is the point of them? I've read the docs at least 5 times by now and they don't point in any specific direction as to why this is happening. 

We’ve recently on boarded with Zoom for our call center operations. Our office phones are programmed to deactivate at 5pm daily. Post this time, we have a team of four dedicated support staff who are responsible for handling after-hours calls. However, we’re encountering challenges in routing these calls directly to our personal cell phones or the Zoom app on our mobile devices. Despite the apparent ubiquity of this feature, we’ve been informed that it’s not possible. Is there anyone who can provide insight into this matter?Additionally, it seems counterintuitive that our call center staff must manually indicate their availability by selecting ‘READY’. Intuitively, one would expect the phones to automatically be set to ready status during designated business hours. We would greatly appreciate any guidance on these matters, as it’s hard to imagine that we’re the only company facing such issues.

I'm new to this, and trying to follow a training guide.  I built the flow for a web chat client.  I have connected a domain (an extra one I use for testing) to the Zoom account, and verified it.  I created the entry point, and then added the entry point to the flow.   I took the java script it created, and embedded it in a simple web page on a web server here on my LAN.  Since the domain involved doesn't currently have any machines in it, I just added an entry for the domain to my windows host file and pointed it at the server. Opened a browser, and there is the chat button.  I push the button, and it asks me for my nickname and e mail (I'm assuming it does this by default as this isn't part of my script), and hit submit.  The client comes back with the following completely unhelpful error:   Failed to login: The subdomain URL is not connecting. Manage subdomains in Contact Center preferences. I don't understand.  Th

how do I unlink my zoom account from any old crms? I am trying to link a new agent crm but it says its already linked. I cannot remove it through the old crm either. TYIA

Our ServiceNow team has the Zoom Contact Center plugin installed and we have Zoom configured for ITSM (Integrations -> Channel Setup -> Voice Channel). Within the Zoom Contact Center module in ServiceNow, there is a 'Phone Logs' table they would like to populate; primarily for the purpose of obtaining which phone queue/current queue the call originates from per ServiceNow Interaction record. Can anybody explain how that table gets populated within ServiceNow by Zoom? Is there something custom that needs to be configured within either platform? 

This question has been moved to the billing section since it is related to account billing activities.