Contact Center

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 ultimately at the end of the call lists the last contact and / or case that

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. 

Per this article on Contact Center storage - https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0057885, it states that each CC license has a different "Base Storage Capacity depending on the license type." I cannot find these levels in the support page and the ZVA bot cannot connect me to a live chat agent to ask. Does anyone know what the base levels are for Essentials, Premium, and Elite license types?

ZOOM refuses to respond to contact. Keeps telling me to sign in. That's one way of avoiding customers. The other complaint is the fact that when I create a new meeting under time zones it has been changed from Greenland to America/Nuuk. This is highly offensive. Greenland is NOT a part of the US and we are not going to be a part of the US and if I didn't need zoom I would discontinue my account and boycott you. You have lost favour with me and I am not a happy customer. MAGA: Make America Go Away.

Hello Zoom Community,I am currently using the Zoom SDK integrated into my application to allow users to make calls. Recently, I encountered an issue where a call that was successfully registered in my database does not appear in the Zoom dashboard.Here’s what I know:The call was recorded in my database with its corresponding ID, participants, and event details.The events logged in my databaseDespite these events indicating that the call was initiated, recorded, and completed, I cannot find any trace of this call in the Zoom dashboard when filtering by the call ID.This is particularly confusing because the presence of recording.completed suggests that the call was successfully recorded. However, there is no record of it in the dashboard, and API calls to retrieve details about this meeting do not return any data.Questions:What could have caused this call to not appear in the Zoom dashboard?Is there a way to retrieve more information about this call, such as its recording or lo

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GM - Does anyone have the list of audio ports that are necessary to have open on a corporate firewall?  Our Zoom Contact Center team has no audio on calls that are arriving.  However, Zoom phone seems to work fine.  

Where can I find usage limits for different products? I had never really thought of this with unlimited calling, but have come to learn some products, such as Zoom Virtual Agents, come with limits of interactions or even call minutes under 'fair use' limits. Specifically, I am trying to find out if there are any limits on the different contact center licenses or on the Expert Assist licenses either per agent or per account. I would imagine with the full transcription and AI use, there must be something similar to Virtual Agents but cannot find it anywhere. Ironically, the search and bot features can't help me find the answer. Any help would be appreciated!

When I launch the Zoom app on the PC I bought last October, it will be terminated immediately.The PC has enough specifications and is the latest version of the app. I also tried several Internet environments. I'm having trouble using Zoom on my computer, so please let me know if you know the cause and solution.<PC>Mac Book Air 13 (OS 15.2, 16GB memory)<Application>Zoom app (latest version for mac)私が去年10月に購入したPCでZoomアプリを立ち上げると、すぐに強制終了してしまう。パソコンのスペックは十分あり、最新版のアプリになっている。インターネット環境もいくつか試した。パソコンでZoomが使えないことに困っており、原因と解決策が分かれば教えてほしいです。※Macのサポートセンターに問い合わせましたが、Zoom側に問い合わせて欲しいと言われました。＜パソコン＞Mac Book Air 13（OS 15.2、メモリ 16GB）＜アプリ＞Zoomアプリ（mac用最新版）

Hello, How can I configure notifications for calls coming inbound to a ZCC queue, so that the agents who are already in Occupied status (like in another call) can see there are calls waiting? I know that in this scenario, with all agents Occupied, Overflow routing is triggered. But prior to initiating that Overflow, I'd love for the Occupied agents to see some sort of pop-up or etc. that says, "Hey, there's another call coming into this line right now!" At which point, they can terminate their current call to accept that new call, or they can at least know there is a call about to hit Overflow. Seems like such a basic setting, but I can't find this one! Alerts on a queue won't suffice here, unless I am unknowingly using them incorrectly. This needs to be a real-time, "in your face" type of notification. I appreciate your input! This is my first forum post. I don't know how active these pages are, but given my daily administration of these Zoom platforms, I'd lo

Has anyone ever witnessed this issue before? Unfortunately there is no option to include screenshots, but in the Zoom Workplace, all my other tabs "meetings" "team chat" "phone" etc. are functioning except the "contact center". It seems to be stuck on the loading page, with "loading contact center" and the loading wheel. I've updated all system requirements, and my Mac version seems to be compatible, but no avail.

When I am typing in Keynote or in Pages, it interrupts typing ( both my own and my client's when they are typing on my screen). We suddenly hear a chime for each key as we type, indicating typing on the screen has stopped. Sometimes, the Zoom home screen pops up, and we have to click on the page again to make it go away and resume typing. Sometimes, it happens 10-15 times in an hour. This just started happening in 2025. Help!   

We are looking to use the Redact Personal Data feature in Zoom, but it doesn't seem this works for CVV and expiration date. Has anyone else had this issue and have you found anything that works?

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We're currently in the process of testing the Zoom Contact Center Softphone UI for ServiceNow Operations Workspace.Currently we use Zoom Contact Center client and can identify who is logged into the same queue and who is set to ready, not ready, on a call, etc...Is there a feature within the Softphone UI that shows the mentioned above? It would be beneficial to see who is in the queue with you in case it gets busy, or you need to step away. If you're organization has a similar setup please share your experience and how you're getting around not having this information visible. 

I am having issues connecting Zoom to my new go high level account. It says it is connected to my old account, but that account is no longer active. I have tried deleting lead connector and redoing it and still nothing. 

What I have experienced is that when I import users into Contact Center, I set the Region to Australia, however the Country/Region remains unchanged as "United States (+1)". This is a problem when importing a large number of users as I have to go back and visit each one and reset the Country/Region to "Australia (+61)". Here are the import headers available to me: Email,First Name,Last Name, Role,Package,Add-ons,Client Integration,Agent Queues,Supervisor Queues,Skills,Region,Voice and Video Engagement Capacity,Maximum Concurrent Messaging Engagements,Messaging Load to Accept Calls,User Access. Is there an undocumented header for Country/Region that I can add to the csv file and set it contents to "Australia (+61)"?

Is there a list of parity differences between PWA and Client for ZCX.   One major item I have discovered is when using custom variables which are configured to display on inbound notification - works as intended within the Zoom client, however in using Zoom PWA - no variable information will display.    I confirmed that it is being passed as it is displayed in the custom variable section of the engagement tab. Curious on how to resolved this, but even more curious of other functions not available through PWA.

Hello all,We are implementing ZCC Chat campaign. We would like to hide the chat widget on the web-site, when the call-center is closed (out of hours) or provide an alternate form to collect the customer's detail and submit. Please share your thoughts on how we could achieve this. Thanks.

Anyone can refer a freelancer in Latam a power user of Zoom Contact Center who can help us with a few projects? We r seeking someone to deliver fast prototyping and dev work when it comes to deploying IVR - Virtual Assistant and reporting needs. Any leads will be appreciated. 

Good day,I am new to Zoom Contact Center as we migrated over from another platform. I am learning things as I create flows and so far I am liking what I am seeing.I am trying to set up call routing based on inbound DNIS. These calls don't get routed to agents but to voicemail boxes.  It is an internal messaging system that would send a voicemail transcription to my email. It is something that I am building to learn the features of ZCC. I've set up the inboxes that I need in ZCC and set up the email routing.My flow has two entry points. In my previous platform, I would use a condition widget that would "listen" for the DNIS and then route the call to the appropriate branch.My flow in ZCC is configured as follows:Start widget which has two entry points. The entry points represent Country A and Country B. This connects to a Condition widget.Condition widgetSettings tab, the type is set to Variable and the Variable is set to DNIS.Exits tab - Exit 1Variable Condition is set to Equal to

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