Contact Center

Hello.I am looking for ideas on how to alert my agents while they are engaged in a call.I have an app I use for dispatching road side service.This app is also accessed directly by customers.During the graveyard shift I have only 2 or 3 agents on the call center.Assuming all are engaged on a call with a customer or road side tech, I am looking for the best way to let the agents know another call came in, directly via the dispatch app. We have a webhook in place on the app and it successfully knows when a new call is directly placed on our board. Because our agents may be on the call for several minutes and may have a few calls in queue, it's easy for 20 or 30 minutes to pass before they get a chance to check the app for new calls. Problem is the customer may not be as patient and starts calling other companies. Wish would be if a call appears that we can pop-up an alert on the agents desktop letting them kn

Issue is a consumer is ringing, it is presented to an agent but it does not ring for him so he cannot answer it, the user hung on for 4 minutes and the call wasn't presented to anyone else. However we have it set that it should ring for 10 seconds, if not answered ring another 10 seconds with same agent and then it should put him on Not Ready Forced and it is not doing it. I checked the status reports for the agent and it does not show him ringing. However I checked the logs and traced the caller, it shows she connected to him. However it did not and both consumer calls were classed as an abandoned call.Has anyone come across that?

Does anyone turn on the voice input in the CC flow?  Basically "Speak or say 1 for Customer Service"?   If we have it turned on, so if the user says 1, it should use that option.  How ever it seems that any background noise while the menu options are being presented to the caller, it seems to be very sensitive, and if it can't tell what the caller said, then it will send it the caller to the default option. Does anyone else use this feature, or have turned it off because of the over sensitive menu? How I think it should work is if ZoomCC can't tell a caller said One, or Two... it should keep playing the options, and if the caller has not said an option it recognized after a few seconds after the greeting has finished playing, it should repeat the menu and try again, not just send to default on the first or 2nd try.  

I am trying to create a flow where while the caller is on hold in queue they can be presented with an IVR Menu that allows them to press 1 to leave a voicemail.  The flow would be that the caller goes into queue because no agents are available, after 30 seconds the IVR menu is presented.  If no selection is made, the caller goes back on hold and then at 60 seconds the IVR menu is presented again (with different message).  This process loops until the call is answered or the caller eventually opts to leave a voicemail.  Any suggestions?

We are getting ready to go live with Contact Center/Zoom Phone and have run into an issue during our testing that I'm hoping has a solution:  All of our Contact Center Agents also have Zoom Phone direct inward number (DID) lines assigned to them, as well as a physical Polycom VVX 350 phone for their DID line.  When an agent is on an active Contact Center call, we are looking for a way for their Zoom Phone DID line to recognize that they are on a call such that the physical phone doesn't ring.  Is there a way to control this type of setup so that Zoom Phone would know that the agent is already on a call and not ring the phone?  This is causing an issue for us with headsets that get confused because they think that the user needs to answer the physical phone while engaged with the Contact Center call.   Any help you can provide regarding settings to prevent this from occurring would be greatly appreciated!

Hello! I am currently working on configuring daily automated report emails in the Subscription Center. After multiple types of test reports, it seems that I am unable to select which date/time range the data should be pulled from and am only able to automatically receive data from the previous day. My goal is to schedule multiple automated emails throughout the day to capture call logs from the current date until the time the report is sent, as well as other time-sensitive user performance reports throughout the week. I'm wondering if there's a way to achieve this with the current Subscription Center functions. Any insights or guidance would be greatly appreciated!

I am trying hard to understand what is available internationally for Zoom Contact Center. This blog post https://blog.zoom.us/introducing-zoom-contact-center/ states CC is now available in the UK/IRL and AUS and NZ in addition to the US/CA. Then this site, a link from the prior, https://explore.zoom.us/en/products/contactcenter/features/global-coverage/ states it is available in 30 countries. However, when I try to add numbers in the Contact Center Admin, it doesn't give me any options. How do we go about getting the international contact centers up and running? And does anyone have what the international phone rates will be for say a center in the UK? The rates pages are for calling from the US/CA to the other countries. Thanks!

I want to play dynamic information in Flow Editor (not using TTS).For example, I need to play "Your ticket number is 1234567890". I will pre-recorded the digit prompts. Then, I want to use Flow Editor programming to play the digit prompt according to the ticket number.  

We currently switched to Zoom Contact Center.  I used to be able to get queue calls on both my desktop and my android phone Zoom App.  This was very nice, when I couldn't be near my desktop. Is it still possible to be a part of our company queues, but answer get the calls on my smartphone?

Is there a way to assign a specific task record type for use by Zoom Contact Center in Salesforce? Also, can I assign a different task record type for use by different profiles? Thanks,Steve

When a call comes in and i have multiple contacts with that number, a search screen pops up showing contacts, cases and other records related to that phone number. Is it possible to select a contact from that search screen to add it to the call engagement? How do I do that? If I can't, what is the point of the search screen? Thanks,Steve

I am new to the Salesforce Zoom integration.Everything is installed and configured but using the Zoom Contact Center (ZCC) is a bit of a challenge.When I make outbound calls from ZCC, if I use engagement to set the contact and account and enter a comment, when I click "Done" the call generates a task in Salesforce which is good. When I recieve an inbound call and use engagement to enter the contact, account, and note, The "Dome" button is grayed out and I can't click it. Once the clock on the ended call runs out and engagement closes, no task is created which is a problem. What am I doing wrong here?Thanks in advance,Steve

I am using Zoom sample web sdk  which contains modules and files but i am not able to include those files in my vue js project as it contains various script links

Using Zoom integration with Zendesk, after completing engagement I get a loading wheel. It does not go away. I have cleared cache and cookies. I'm using Chrome on Mac. Unable to use Safari the integration on Safari does not load correctly.  Anyone else having this issue? This picture is from 10mins after clicking complete engagement. 

Hello, I'm trying to modify my flow in the contact center. When I save it and try to publish it I get "The Studio is invalid". I'm new to this platform. Anybody know why I can't publish this? Thanks

Contact center is not creating tickets in Zendesk if a customer leaves a voicemail. Our agents have to manually create tickets after answering a call. We had this option in dialpad, grasshopper, and ring central. Is this not an available option in Zoom? 

Hi All, I am looking for a way to integrate zoom application logs with New relic. I need to send all zoom application logs to New relic application for audit purposeHas anyone done it before or is there a way to do it? i tried to check the documentation but did not find any clear documents. Any help on this would be highly appreciated. Thank you.

For Midwest Real Estate Data (MRED), a multiple listing service, an unwavering dedication to customer experience is one of its biggest drivers of success. And for Katrina Bressler, this dedication is more than just a job, it’s how she approaches work every day. Having worked at MRED for 17 years in various Help Desk and tech support roles, Katrina now leads the customer experience team with unique insight into common customer issues and the tools needed to deliver quality support to their subscribers. Katrina depends heavily on technology to enable MRED’s award-winning Help Desk team to provide exceptional customer service to nearly 50,000 subscribers throughout Illinois. When the staff began experiencing audio quality issues that required frequent system rebooting and extended troubleshooting, Katrina kne

Hello  Community . I'm am a total novice on this. Here is my issue . I am trying to set up a flow . the flow does a business hours check and then either routes to a call queue or plays a message that we are closed. I believe it getting to the queue but the soft phone is not ringing. We have not migrated yet from our other provider so Im trying to duplicate how out current set up is 

How do I get an Email or contact details for customer service about a billing?

I have a Zoom F3 (V2.00) and, as a new owner, have difficulty reading the small text.  Is it possible, after pressing the magnify button, to have a larger text, in the opposite screen area, showing the magnification factor ?For example, press Input 1 and show larger text magnification factor in Input 2 area of the LCD.

I have a call queue that after 2 minutes on hold offers the caller option for call back.In this same queue I have an overflow that after 10 minutes on hold force rolls to a backup call center. The backup call center is outsourced. What would happen if the caller selected a call back at 2 minutes and remained on hold past the 10 minute threshold before the overflow logic kicks in and sends the call to the backup call center?

why do some reps have so many declined calls ? Is there a way to determine purposefully declining vs system related? 

Requiero soporte para resolver problema, al accesar me sale este mensaje: El dominio asociado a su dirección de correo electrónico ha sido reclamado por Dirk Kröning. Para conservar el acceso a su cuenta de Zoom, seleccione a continuación una acción.   

Hello all,The following is a message I received from one of my user's in ZCC.  Does anyone have recommendations or Ideas?