Contact Center

Can anyone help to setup my sms services via zoom  and here i am stuck with that Your SMS campaign has not been provisioned because of the following reason, DCA declined sharing request for campaign CP6AXX3. Rejection Category: CALL_TO_ACTION. Explanation: CR4003 - Call-to-action does not contain HELP instructions (e.g. Reply HELP for help) or HELP instructions in Terms & Conditions;CR4005 - Call-to-action does not contain message frequency disclosure for recurring message program;CR4007 - Call-to-action does not contain complete terms and conditions OR link to complete terms and conditions;Additional Comments: ;Webform requires TN; update CTA/missing disclaimer- msg freq & help;For additional information, please visit: https://community.sinch.com/t5/10DLC/10DLC-Campaign-Rejection-Codes/ta-p/15722.Please refer to our 10 Digit Long Code (DLC) Best Practices to help revise your declined SMS Campaign, https://support.zoom.us/hc/en-us/articles/9303687983245.To rectify your campaign

I am coming from Vonage Contact Center where we could easily give each agent a proficiency number with a simple slider in the user admin.  The logic was simple, the highest priority agent received the calls first, if there was a tie then it reverted to longest without a call.  During the Zoom sales pitch we heard the same thing existed.  If it does I sure have not figured out how it works.  All of my agents except two are setup as proficiently level 4, two are set to 1 as they are only needed to take a call when the queue fills.  It seems like engagement distribution is the first step in the process, and that the routing profile using proficiency never kicks in.  Is there another way to do this? Queue settings Routing Profile Skill 

On the latest version of Zoom Workplace app, using a Lenovo workstation, and Yealink WH 64 wireless headset.  Mostly it seems to work ok then for no reason calls will come in and when answered there is no audio.  Keep the sound app open on another screen when this happens the mic appears dead.  No moving of the volume as I speak.  When I use in another app headset works fine.  Then for no reason I can find the calls start working again. This happens intermittently, a reboot sometimes fixes sometimes not.  I uninstalled and reinstalled the application, changes headsets, next is to try a new computer.  anyone else have this issues or a solution? 

Just went live this week on ZCC.  I need to give my agents access to a dashboard for their queue.  I find it hard to believe there is no way to block the Default Supervisor Dashboard.  There is information on that dashboard that we don’t want agents seeing such as proficiency.  

Folks!There are some awesome updates available to you for ZCX CX Analytics now!Custom Measures (create your own metrics for dashboards & reports (other vendors charge for this)) 2 new reports NotificationsNotifications are my favourite of the 3 as this comes up in every workshop I hold with team leaders & supervisors (and other vendors simply don’t do alerts out of platform). Alerts to email, Zoom Chat & in Zoom CC if you are an agent / supervisor to bring your attention to what needs helping & supporting in the CC.Check it out on YouTube via the link below - like & subscribe for more CX content.https://youtu.be/UFI3QfGWpZ0  

Mobile app is enabled, queue is programmed, users are added to queue and settings enabled that allow users to access the VMs for queues.  However, you can see the VM’s in the app on the PC but you can’t see them in the mobile app.  Has anyone else experienced this and how do I fix it?

This article lists ‘Wrap Up After Transfer’ as a queue setting https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062859  But in my queue settings it does not show:   Did something change and this setting is found elsewhere or are my queue settings bugged? 

Greetings Zoom team! I have a few inquiries that I'm struggling with; I would appreciate your help:Holiday Hours → As an administrator, are we setting those dates and times in the Phone System Management?Preferences → What type of information should we configure and establish in the preferences section?Queue → As an administrator, are we only assigning teams and agents to the queues, or can we also adjust or do other things there? Simply aiming to clarify what details we are setting up in each tab and menu. Cheers!

Hi i am trying to get opt out/in data through API but can't see a suitable scope is there a scope to get this data.

For one of our groups in Contact Center, we need to collect information from our callers and then have that information sent to an Inbox so it can be listened to by the team. What we’re planning is that when the callers hit the flow, they will be presented with a question → answer the question; and then the system will repeat this for as many questions as there are. When all questions have been recorded, all of these answers should then be forwarded to an Inbox where the interaction can be reviewed.This is the configuration that we’re trying to get to work but we’re having some issues getting the CollectInput widget to capture responses from the callers. And we do have “Voice input” enabled.This is the basic flow but not sure if this will get us what we want:Question 1 (Send Media widget) → Collect verbal response to question 1 (Collect Input widget)Question 2 (Send Media widget) → Collect verbal response to question 2 (Collect Input widget)Thank you message → Route collected responses

We have a contact centre flow that has a number of collect input widgets after send media widgets in the flow. My MD wants to hear the caller speaking during the interactions. Is it possible to have a call recording of the interaction at this stage even though the caller is interacting through a menu?Here is a screenshot of the flow.  

Client is asking when the feature update in Zoom to allow WFM with Read Only access?

I manage multiple call queues and trying to find a way to have a dashboard to monitor volumes, wait times, svc level and who is logged in and out for all queues in 1 location. I went to the Zoom Learning Center and the first lesson tells me to open the Zoom Desktop Client and select the Zoom Contact Center Icon at the top menu.  I don't have that icon.  I downloaded the most current update and still not there. What am I missing?

Hi All - We are new to the Zoom the Call Center platform and seeing that our call and messaging transfers are not taking a higher priority in queue than a new call to the queue.  On our previous platform we could set that a transfer called with take a higher priority over a new incoming call.   This provides the customer a better experience since they have already been waiting in the previous queue.  

Happy New Year, Zoom Community! 🎆🎉 Ready to start the year strong and get even more value from your Zoom investment? Our January Customer Success Live Sessions are here to help you do just that.   💡 Why attend? Each session helps you: Build deeper product knowledge Troubleshoot challenges in real time Discover new ways to improve productivity and collaboration 📅 January Lineup   👉 January 7 – Zoom Workplace Open OfficeYour first stop of the year! Get hands-on guidance, ask questions, and learn tips to streamline collaboration with Zoom Workplace (Meetings + Productivity solutions).   👉 January 14 – Zoom Phone Open OfficeDeep dive into Zoom Phone features, configurations, and real-world use cases with our product experts.   👉 January 15 – What’s New at Zoom Don’t miss this highlight session! Explore Zoom’s latest innovations and feature releases from the past two months, including what’s

Hello,I am currently using a subscription plan that renews on October 16, 2026. I have already requested to cancel this subscription.I would like to pay only for the charges incurred up until December, and since I have requested cancellation, I would like to ensure that no charges are billed from January onward.For your reference, the annual cost of the plan is KRW 223,700, and I am currently being charged KRW 18,641 per month.Please confirm that the subscription will be terminated accordingly and that no further charges will be applied after December.Thank you for your assistance.Best regards,

I am new to Zoom Contact Center. When I design an IVR Flow and try to send data to a CRM system using the HTTP Call widget, I face an issue.When I send Digit input collected from the caller, the data is sent successfully. However, when I try to send other values such as Caller ID, Caller Number, or Callee Number, the data is empty and not passed to the CRM.This usually happens because those call-related values are not automatically available to the HTTP Call widget unless they are explicitly mapped or stored in variables earlier in the flow.

Hi everyone,I’m working with Zoom Contact Center and building an IVR flow that sends data to an external CRM using the HTTP Call widget.Digit input collected from the caller is sent successfully, but I’m having trouble passing caller-related details like caller ID, ANI, or called number. These values either come through empty or are not included in the payload.I wanted to ask:Are caller metadata fields available by default in the HTTP Call widget?Do they see explicit mapping or assignment to variables earlier in the flow?Is there a recommended way to capture and pass these values reliably?If anyone has handled this before or can point me to the right approach, I’d appreciate the guidance.Thanks in advance.

HiIs there a way to have multiple phone nos (Mobile/Work/Home) for a employee in the Address Book but be able to hide public view of the numbers? We want the HR Agents (having access to the queue/Contact Center) to be able to see all the phone numbers/details but not for the numbers to be visible to people outside the Contact Center. Is this possible to be done?Ramki

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Has anyone seen the ability from a CRM to trigger an SMS flow to trigger sending an SMS? Could this be done with a script?

My team all work remotely and use contact center to take calls from clients- Is there a way to create a training program where we can take calls in a zoom meeting  using the contact center? We have not been able to figure out how to be in a zoom meeting, but be able to train on taking live calls. 

Hello!  We've been on zoom phone and zoom contact center since January of 2024. We have our main line number in our contact center. We have dial by name enabled in our zoom phone system, but our main line number lives in zoom contact center. I'm trying to figure out how to add the dial by name / dial by extention option into the contact center flow for our reception number. All the topics I'm seeing on this concern zoom phone.  I was able to hobble a solution together by having the caller choose dial by name in the contact center, then having it exit to an outbound number that lives in zoom phone where I enabled the dial by name. BUT it's very clunkly (two separate greetings saying the same thing). We just recently discovered this issue and are trying to fix it ASAP! Thanks.

Hello, I'd like to rename the "Inbound Longest Live Waiting Duration" widget and a couple other widgets on one of our wallboards, but I haven't found any documentation outlining the steps to do so.  I am looking for documentation for both Contact Center Legacy and CX Analytics please.  Any insight would be appreciated. Thank you!

Hello, My company is about to go live with Zoom. We are on track for day 1 contact center flows.We would like to implement an authentication layer to verify callers against D365 contact values before they get routed to a human agent who will get a case pop.We have a D365 dev who has published apis and they work fine. I have used these apis in the past with other tools that make use of the api schema such as n8n webhooks and postman. I have noticed that the call using json body parameters works as expected, only if I reference the collect input widget directly. (eg. Collect_SiteID.digits). If I try and reference a set variable path, the value is not passed the http call.This is not an issue at the moment as we will only go live with the non human authentication layer in Jan 2026 at the earliest and I can get it to work. Zoom's documentation seems to suggest you can pass in variables. Why else would they be there? Is there any end to end resource that rinses this process. For exampl