Contact Center

I have a requirement to collect Name, email address and postcode in a pre-chat window before starting a chat conversation. As far as I can see, this can't be done if you access the chat flow directly, you have to go via a campaign. In the campaign you can create a Welcome Screen and add fields. Unfortunately, there's no postcode option, just an address. So, is it possible to add a custom field like postcode? For a bonus point, I want to pre-populate these fields if the end user is logged into their account.

We are setting up an email channel flow for Zoom Contact Center.  I would like to auto-populate the assigned agents name in the outbound email signature, rather than have each agent have their own signature or just one generic outbound signature. I have a signature template saved into the Asset Library, but when I use the insert variable option in the template design, I cannot find the appropriate variable to use to pull in the current agents name on the engagement into that outbound signature.  I also tried the dynamic variable but to no avail.   Anyone else try to dynamically populate the agents full name on an outbound signature template?  Not sure what I am missing and as of now support doesn't seem to have an answer. Thanks!

We were under the impression that we would be able to interact with voicemails left by first-time callers. The guidance we received was that the voicemail would appear in the ZCC and in addition to being able to assign, delete, download, and resolve, we would be able to add notes. This would allow our intake specialists to document that they'd attempted a call back and mark as "resolved" after attempting 3 times and not being able to make contact or having completed the intake.  ChatGPT tells me there is a way to do this by ensuring the voicemail flow points to ZCC and not Zoom Phone, however, this doesn't seem to be doing the trick. I get Chat makes errors, btw, hence asking the question here.

Hi,  Since Zoom Contact Center doesn’t allow transfers to unavailable agents, is there a way for agents who are marked unavailable for external calls to receive internal transfer calls from other agents?  For example, I have an agent who is unavailable due to wrapping up an extended call, but another agent would like to warm transfer a new call to them to handle next.    

We have a voice queue and an email queue.  When in the wrap up status for the email queue, agents are being fed new engagements.  Is this how it is supposed to work? Is there a way to set it up so that they are not receiving new engagements until that wrap up time has ended?  FYI-their status is not changing to show "Wrapping Up" either.

Hi, I'd really appreciate speaking with someone who has experience of working with Zoom Contact Center Email. We've spotted a few issues and would like to understand other people's experiences. There must be people out there who have ZCC Email set up and working that can share their experiences 🙂 Thanks

Yesterday my meeting was cut off at 40 min b/c of the change in free accounts.  I was unaware of the change even though I am using Zoom 3x/week.  I paid for an upgrade, as I needed Zoom for my tutoring business then went back to my emails to find out what was going on.  The emails said I was offered a discount for the first year, but when I clicked on the link, it said I was ineligible for the savings, presumably because I had paid for an upgrade minutes before and during that process, no discounts were mentioned.  l am unhappy about this process, would like to discuss it with someone, but that does not seem possible.  How to proceed to get some help??

Hi there, I'm setting up a new wallboard to display for my team, but I'd like to have the list sorted by availability (IE, unavailable users are at the bottom of the list).  When I go into Settings I'm not seeing any way to do this, I've tried clicking on the listing names (Client Status, Member, Opt-in Call Queues) but it didn't provide what I needed. Is that not an available feature, or am I missing it somehow? Thank you! 

Has anyone found a way to configure the way in which agents view emails in their client?We're finding that the display is somewhat confusing- It show the main (latest) part of threads in the middle and seems to duplicate other parts of the body above and below.Any pointers?

Hi Everyone,Greetings!Can we disable certain outbound engagement options in the ZCX Zoom App? Please take a look at the attached image.Even though it's greyed out customer prefers not having it, since it's not part of the solution offering and confusing for agents.  

We are currently integrating Zoom RTM Webhooks into our application and have encountered an issue with the validation process.Zoom requires a single webhook URL that is used for two purposes:1. Validation – Zoom sends a request with a plainToken that our server needs to echo back in a specific format.2. Events – After validation, Zoom sends event payloads (e.g., meeting started, participant joined) to the same URL. The challenge we are facing is that the Zoom SDK we are using appears to spin up an internal server and only exposes event handler functions. It does not expose the underlying HTTP endpoint, so we are unable to handle the initial validation request directly. Since both validation and events are sent to the same URL, we are stuck at the validation step.Our questions are:1. Is there a recommended way to handle the validation request when using the SDK?2. If not, is it possible to configure the SDK so t

The UI will not allow for ease in setting date ranges for a fiscal quarter agent schedule adherence report. You can only enter a range within the month you want the report to start. How do you overcome this malfunction?  

Hello. I am reaching out to raise a concern about certain activity observed in Zoom rooms that indicates the presence of illegal content involving minors. Some users are making requests and using language that suggests illegal sexualizes activity involving minors. Iam requesting the ability to help remove participants engaging in such behavior, to help protect other uses and ensure compliance with legal obligations regarding CSAM. Thank you for your attention and guidance on this matter.

I'm needing to add transfer source details to my reports. Example:Team A transferred "X" calls to Team B. Is this possible?

Boost your Zoom skills this October! Join our upcoming events to get your questions answered, discover productivity tips, and see what’s new—all in one month.   Check out the full lineup here:   📆 October 1:  Zoom Workplace Open Office - Designed to showcase how Zoom’s tools can transform your workplace into a productive environment and get all your questions answered!  

September is packed with events designed to help you level up your Zoom knowledge, connect with experts, and explore what’s new.   Mark you calendars:   📆 September 3 - Zoom Workplace Open Office -Your chance to learn more about Zoom Workplace and get answers straight from the experts.   📆 September 10

Sharing CX Analytics Reports share option will be available in the September Release? 

I'm needing to add transfer source details to my reports.  Example:Team A transferred "X" calls to Team B. Is this possible?

Hello,We are currently using the Zoom CTI integration with Salesforce for our call center operations. After each call, a task is automatically created in Salesforce when the call is dispositioned, which is great. However, the task automatically pops up on the screen, interrupting the flow for our reps as they need to manually close the task window before they can make their next call.We want the task to be created as expected but would like to prevent it from automatically opening and disrupting the workflow. Is there a way to:Ensure that the task is still created after call disposition.Prevent the task from automatically opening in Salesforce after it's created, allowing the reps to continue working without the interruption.Any guidance or suggestions on how to configure this behavior would be greatly appreciated. Thank you!

Hi everyone, this is my first post here, so be easy with me please 😛I would like to ask you about the current challenge I have in my company.I am a Zoom Admin, and Zoom Contact Centre Admin too.We are migrating from a phone app we have in place to Zoom Contact Centre/Zoom Phone. I checked with Zoom support, and it seems I need to do something called Digital Signage to be able to display the dashboard/s into one of my Wallboards. The wallboards, are just TVs connected to a small NUC on the back of the TV. The NUC doesn't have a Zoom client configured. Therefore, Zoom support told me to download Zoom Rooms for Conference Rooms and Touchscreen Displays, and install the client on the NUC connected to the TV. Then, Zoom support told me to install the client on the NUC, and select Sign In. Then I should be able to see a pairing code(I can see it), and with the code, I need to go to

I'm curious to see if the community has any feedback on this:We've had complaints about users not being able to get past the menu. We've entered tickets to Zoom but their data shows that the users never presseda menu option. However, the users claim that they did. In an effort to lose those users, we updated the call flow to make sure the call goes to  voicemail for the team to monitor. Doing this has inundated us with voicemails with dead air. There's roughly 60+ voicemails on a given day. What can we do to better handle this and avoid the unneeded extra noise?

Hi,unless I am missing something, I am not able to find a report which can be run to extract the info on custom variables used during the flow in zoom contact center. can someone point me in the direction where its natively available and I do not have to fire any API calls to get it?

Hello, We have a somewhat unique ZCX customer use case.  During normal business hours a restaurant chain might call this customer and request some new food orders (bulk food supplies).  However, some businesses are focused on late-night or after-hours such as bars or or other food and entertainment venues and need to perform fast paced tasks with this vendor out of band.  One of these customers might call into the Zoom contact center and place an entire bulk order over voicemail, sometimes dozens of items or part numbers etc. These voicemails, while probably 2% of cases, exceed the 5 minute limit imposed by Zoom contact center for inboxes. Can we get this limit bumped up to 10 minutes for individual voicemails?

I would like to request the inclusion of a specific "Work Started" filter option in the agent history report in the contact center

I just tried to get support from the AI bot - what an experience! It repeatedly asked me for security information - even though we went through that information at the start of the call. It then kept forgetting what it had told me and looping with the same information. It repeatedly interrupted me and didnt listen. It was challenging and frustrating - and a complete waste of time.