Contact Center

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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 en

Hello, Is there a way to run reports on Sentiment - across queues for example. We're being asked to investigate this and so far I can't find anything at all. I want to be careful that I am not missing something. Thanks in advance

I am looking to contact Zoom Contact Center to a third party AI Agent over SIP/TLS (SRTP). Below is what I am looking for, is there documentation on how to set this up or what is possible?  1. The Call comes into Zoom Contact Center2. Zoom Contact Center IVR routes the call to the third party AI Agent using SIP/TLS with UUI/X-headers for metadata3. Ideally, Zoom Contact Center IVR can retain control over the call, so when the AI Agent "leg" end the call, it can return to the Zoom IVR for further routing (i.e. to a human agent for example).4. Zoom Contact Center exposes an API end-point  the AI Agent can use, to update the metadata of the interaction so the Zoom IVR can use that metadata to route the call appropriately, i.e. to a specific queue for example. Note: If the Zoom Contact center IVR cannot retain control over the call when it is passed to the third party AI Agent, can a SIP REFER w/UUI or X-headers be use

Hi, I had always understood that Zoom Contact Center (Voice) could be configured to only show history (call summaries) from the same contact team. So for example, anyone contacting Team A can see only see other call summaries from Team A. They wouldn't be able to see that the caller had recently also spoken to Teams E, G and H, or view the summaries from those calls. However, we have just found that the above is NOT the case at all which is causing some concern. Team A can see the history of interactions with Teams B, C, E etc and read the call summaries which is a real data privacy concern. Have we misunderstood something? Has something in Zoom been changed? Regards

We are currently configuring Zoom Workforce Management (WFM) to manage phone shift schedules. Our employees use Outlook to block off times when they are unavailable—such as PTO, client meetings, or personal appointments.We’re looking for a way to integrate Outlook with Zoom so that WFM can automatically schedule phone shifts around each employee’s existing availability in Outlook. Ideally, Zoom would read their calendar availability, assign shifts accordingly, and then push those scheduled shifts back into Outlook.Has anyone successfully implemented this type of integration? We’re hoping to avoid requiring employees to enter availability in multiple systems and would prefer to keep Outlook as the central tool for managing personal and meeting schedules.Any insights or best practices would be greatly appreciated!

Hello, We have agent sub status codes setup and I see that these codes are reported as Not Ready and impact our occupancy %. I am wondering if there is a way to customize the report to include/exclude certain sub status codes. Thank you,

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?