Contact Center

I've tried to contact Zoom about this, but it's been a week and they aren't answering back.  We have our schools switched to Google Meet for now due to a warning sent out by Michigan State Police Cyber Command Center regarding security concerns involving Zoom. We have not heard any updates from MSP, and we have not heard anything from Zoom. Our users would like to get back to using their Zoom accounts for their meetings, but due to the sensitive nature of their communications, we are being very cautious. Anyone here have any updates regarding this Michigan Cyber Command Center warning about Zoom meetings? They have not released an update either.  Email Message From Michigan State Police:  From: Michigan Cyber Command Center (MC3)  Date: Fri, Mar 14, 2025, 11:23 AM Subject: TLP:CLEAR - MC3 Cyber Situational Awareness

We have just licensed ZCC and do quite a bit of outbound calling. We use Windows machines and cannot get the click to call to default to calling via ZCC rather than Zoom phone.  Can anyone tell me exactly which registry item needs to be changed to handle this?  Or does anyone have another way to set the callto: default app as zoom contact center rather than zoom phone?  Without this capability, it is very cumbersome to call out - need to click + next to new outbound engagement>New Voice Call and then copy and paste/enter the number. This used to be a one click process for folks with zoom phone.  Any assistance is greatly appreciated!

Within Zoom Contact Center, is there a way an agent can view their live hold time to monitor how long they have someone on hold? A timer is available when transferring or conferencing, but nothing when they are simply on hold to research information. Is there a setting somewhere to have this display? 

We have an email queue we use in Call Center.  We have a vendor that wants to start sending us encrypted emails.  Is there a possibility to incorporate a S/MIME certificate into Zoom?

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Bonjour, Un des agents de mon entreprise rencontre un soucis avec zoom, quand celui ci change de bureau et donc perd la connexion réseau momentanément le temps de se déplacer, zoom refuse de se reconnecter automatiquement, le reste des applications en ligne fonctionnent parfaitement et le PC est bien connecté. Zoom a déjà été désinstaller puis réinstaller, la version est 6.2.49050. Cordialement Etienne

I am trying to understand the metrics on the voice queue summary report for ZCC. for example, what's the difference between offered and offers total. 

How is call forwarding handled when work from home?  Why does it ring to both the outbound number that is set and also on office desktop phone?  Please explain this function 

Hi all, I am working through the features of Call-Back in the Menu-based Interrupt. I am wondering how does it integrate with the agents in a queue? What come first? Does Call back place an agent in the queue in a reserved state while it calls back a client? When the client presses one to accept the call back, do they can transferred to the reserved agent? If the client doesn't press one, does the agent get reset back to the ready state for normal calls? What actually happens?

I have created an OAuth Provider and Named Credentials in salesforce, I am able to get voice call data from zoom contact center using Access Token, but my AccessToken gets expired after a one hour. Error : -  {"code":124,"message":"Access token is expired."}Request: -  System.HttpRequest[Endpoint=callout:Zoom_Credential/contact_center/voice_calls?from=2025-01-06T13%3A00%3A07Z&to=2025-01-07T13%3A00%3A07Z&page_size=100, Method=GET]  Thanks

Can you tell me what internet upload and download speed is required for the contact center? 

Hello, How can I remove checks from check boxes in the invite options of outcall?? My customers are not good at English and they can not press 1 to join into the meetings. It's desirable that they can just pick up my call and get into the meetings directly.

Hello, I am trying to find the utilization percentage for my agents. Although I do notice that we have productive tasks listed under the not ready status and wanted to see those tasks fall under the time they were occupied. Any help with this issue?

We have our agents on auto answer but noticed calls getting to the overflow queue earlier than our time settings. When we looked into the call, the event details seem to indicate the agent 'Hung Up'' but it still moved to overflow?   Wouldnt the call end if our agent hangs up? Could someone help explain this behavior so we can coach to prevent it from happening in the future? 

HiWe are trying to access workforce management to create a schedule within out contact center, but we are having issue with the following message.Configure your Zoom Contact Center connector to access the features.   Has anyone come across this before and can help to resolve please. Thanks Daryl

Hi,We have 3-question PCS across the CC Queues, after every question ZCC verifies the with the caller "you have pressed Blah,.....". I am wondering if there is a setting to remove this validation after every question as its very very annoying. and the Customers have asked for it to be removed. Questions should be fired one after another (or just a "thanks, here is the next question") .

Hello Community.  I recently added (to both my voice flow and a messaging/webchat flow) a branch that consumers could select to follow, that simply provides them with a website address they can visit, to receive instructions on how to install our software.  This branch does not end in a queue, but rather in a "SendMedia" with url to a website.  Why did we add this?  One of our top call drivers is an ask for install instructions.  We're hoping to minimize the count of these unnecessary engagements to the queue. Now that I've added these branches to the flows, I want to be able to see how many people are visiting them.  I do not see a way to do so in the existing Reporting, and Zoom Support says it's not possible. Do you, as a community, have any ideas on how this can be accomplished?  I'm open out-of-the-ordinary ideas.  Maybe there's something I can add to the flow that creates a flag of some v

I have a queue that I am building a flow for. The queue has five skills associated with it. I created an agent routing profile for it and I created a skill category and added the five skills.When building out the flow, I am using the CollectInput widget to act as a menu selection. It has five exits  that are set to map to each skill in the queue. What do I do after this? How do I ensure that the calls are routing to each skill correctly? Do I add a Route to widget and set it to Route to Queue and then set the queue I am using? Or do I have to create a queue for each skill (this would be overkill as the platform I am coming from allows for skill based routing).  I am learning ZCC and for the most part it seems straight forward. Any assistance that I could get would be most helpful. Thank you!

Hello Everyone, Has anyone found a way to pull a report of calls, inbound or outbound with the notes? I would like to pull a report of todays calls from a queue and review the notes left in wrap up. 

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After an email engagement comes into the ZCC and assigned to an agent, is there a way for the agent to transfer the engagement to another agent that is currently in a not ready status i.e. on a call, in a zoom meeting, offline, etcCan transfer if the agent is in a ready state, but if the agent is in the not ready they are greyed out and can't be selected. the policy on the queue is set to transfer to all agents and queues 

Hello. I'm studying Zoom phone to deploy to a customer company, and I'm wondering if a Zoom Phone IVR can redirect calls to a Zoom Contact Center voice queue (with ZCC queue capabilities). Is that possible?

Hello. I'm studying about Zoom Contact Center for a project, and we want to create call queues that inform the position of the agent (zoom contact center feature) and a IVR. My question is: Is it possible to a Zoom Phone IVR to forward a call to a Zoom Contact Center queue? So the queue informs the position of the user.

Hello, I have two questions related to the Zoom for SF Lightning Integration and more specifically actions within the OpenCTI Phone Dialer.  My company is using the Zoom Contact Center product for reference, and I have everything operating correctly and have walked through the Zoom Admin guide for setting up the integration for Salesforce - this post is asking about how we can enhance the behavior of the Phone dialer, if that is possible.  Use Case 1We have a use case where if an agent receives an inbound call, and there are multiple contacts and cases with the phone number calling in listed - we have the screen pop set up so that all of these Cases and Contacts will appear in the SF search page - when the agent clicks on any of the matching contact or case records, the Task (i.e. the Engagement, its the info you see when you click the clipboard in the dialer) that is created ultim

Aside from differing skill types, what uses are there out there for creating multiple skill categories?  How is everyone else out there using them?  As someone new to ZCC, I've been creating a Skill Category for each queue.  Hoping to hear examples from others how they leverage categories, and how it helps them.  Thanks!  FYI, we are a small outfit with just a few queues under each channel, but looking at potentially growing them, leveraging more skill-based routing.