Contact Center

Has anyone had to train a remote employee who is part of the contact center?  I am trying to train remotely but have run into an issue that while on a zoom training we cannot answer any calls together where they can also hear what is going on in the call.  We get all our calls through the ZCC so it is not an option to do a call just through zoom phone.  Any suggestions would be appreciated. 

My CC is used for incoming and outgoing calls as well as a call center entry point to get ahold of my agents. I also use Zoom phone for another tier of agents who perform similar duties and contact the same clients.  When my agents call from Zoom Phone, the outbound caller ID is set to the main company number.  Is there a way to set the exit point for contact center outgoing calls to match that same company number so that our clients see a consistent number across both platforms?  In CC Management > Phone numbers I cannot include the main company number as it's assigned. 

Is it possible to add a note to a NOT READY code?    Use Case:  Agent needs to go into a not ready to handle an in person customer.  Is it possible that they could add a note to their not ready state with context of the interaction with the in person customer?

I anticipate needing to create many queues over the coming year.Is there a limit to the number of queues that can be created?  

Hi I'm running the latest version of Zoom. When I first logged in, the Contact centre button was visable and then I clicked on whiteboard icon. As soon as I did that the contact centre icon disappears and there is no way to get it back. I have logged out and in and even uninstall and reinstall the app without any luck. Is anyone else experiencing this issue? Ignore, this seems to be an license issue.

I am trying to configure the interruptible message within a call flow: Example"We apologize for the delay, Press 1 to leave a voicemail or press 2 to continue to hold for the next available representative."

Initially, when the browser prompts for microphone and camera permissions, and I grant them, the zcc web SDK used to remember these preferences. In subsequent sessions, the camera and microphone would automatically turn on without additional actions needed.However, for the past few days, even after granting permissions in the browser:The camera and microphone default to off for every session.I have to manually enable them each time I start a new session.This behavior persists across sessions, despite the browser already having permissions saved and marked as "Allowed.",  How can I configure the SDK to remember the user's camera and microphone preferences across sessions?

I need to create an app in zoom market place to get sdk key and secret key to use in zoom meeting in react native. My app is not intended to publish and type should be meeting sdk and should be user managed. I am attaching the screenshot for this. I need to create another app similar to this. currently I am seeing three types of application once I click on develop that is:- 1. General App 2. Server to Server OAuth App 3. Webhook Only Appbelow shared screenshot app key is working fine but I need to create another app similar to this zoom account.

Does anyone have a good way to export the custom audio files from ZCC assets library? 

Join us for an insightful dedicated webinar series aimed at enhancing your Zoom Contact Center experience! In these sessions, we will review our latest quarter releases, showcasing innovative features designed to streamline processes and improve your customer interactions.   Our expert team will provide a live demo, guiding you through the setup of these new tools and demonstrating how they can be seamlessly integrated into your existing systems. You'll learn best practices for maximizing their potential, empowering your agents, and elevating the overall customer experience.   Whether you're looking to boost efficiency, improve customer satisfaction, or simply stay ahead of the curve, this webinar is essential. Don't miss this opportunity to transform your contact center with the latest advancements in technology!   Key Takeaways: Overview of new features and enhancements from the latest quarter Step-by-s

Hey all, We are rolling out Zoom CC Chat at the moment - our team has been testing chat and SMS. For anyone looking to roll out these channels, some issues/bugs/features to be aware of. I'd encourage folks to submit feedback requesting these gaps be filled. (1) Agent Assets preview text renders dark gray on black when using Zoom dark mode (so you can't read text) (2) Right click disabled for Agent SMS and Chat text input so agents can't spell check/spell correct their messages (3) Agent Assets shortcuts and searching for Agent Asset isn't enabled for the initial SMS outbound event on the engagement (i.e. if your agent is initiating the outbound chat).   For us it is really important to have this as we have standard outbound text messages we send our users. This gap means we need to store (in duplicate) all our standard messages (Agent Assets) in a separate place and have agents c

Hello there,I was posting to see if anyone else has tried using Zoom Contact Center on ChromeOS PWA Playstore app.  We were recently testing this out for a Pilot and for some reason after 3 days of successful calls, Internal transfers will no longer reach the Agent using the Chromebook's.  We just get continuous ring on the caller side and then voicemail.  If we call into the queue and dial the agents extension, the call will complete without issue.The challenge is the Contact Center is a client solution, not an internal solution, so were piloting this without their support and I don't know enough about the admin side of Contact Center.  I'm curious if there are any known issues with the ChromeOS PWA playstore app (FYI, same issue if we launch in Browser or run from app), or if its possible the client monitored the calls being delivered to the PWA Playstore app -vs- the Zoom Windows Client they are used to seeing and blocked those internal calls.

Hi,in Zoom contact center flow editor, how do you play digits back? For instance, you use the collectInput widget to collect digits from customer,  store digits in a variable, then you want to play the digits back to customer. 

What an earth am I being asked to complete 6 capachas just to sign into a call ??It started to piss me off, there is no call for this nonsense, 6 of them If you want people to use this site , knock this nonsense off 

Does anyone know if we're able to receive verification codes from 6 digits numbers (e.g., a bank) to our number on Zoom Contact Center? Flows and queues are already configured with this number as an entry point, really confused why it isn't appearing.

Our business uses contact center for our intake calls. Part of our intake process requires merging calls so that one operator, the client on the phone, and a manager can be merged into the call. This used to be an option with a merge call button. Now there is only an add call button where the only options are to warm/cold transfer instead of merging the call. Has anyone found a setting or work around for this? 

Hi all, I read the June Update notices and discovered an AI update to ZOOM regarding supervisors in the Contact Centre environment being able to undertake Automated QA using AI within Zoom. I cannot find any specific guides for this and seeking if anyone is using this and if it is valuable.Sounds amazing if it works. Regards Greg

We have noticed a few of our accounts, under the "Contact Center" have been showing up as "Not Ready Forced" for their status, but we have that setting turned off under preferences. Does anyone know why this would be happening? 

How to access the contact centre API's using free signing

To do compliance calls (CDD) according to the regulations of many countries bank has to record video calls. In Zoom contact center recording is only one talking person. This functionality does not allow to recording of customer documents when he/she silently demonstrates them to the agent.  Is there any possibility of adding this functionality in the roadmap to make Zoom contact center compliant with AML/KYC regulations?

I need to build a subscription report for call details (call count, average hold, average call duration, etc.) in our Contact Center to report on calls during certain time of the day. Mainly Monday-Friday 5pm till 7am and all-day on the weekends. I can't seem to find a way to select times and the stats we need.  Any advice?

We rely on webhook events to derive the number of calls waiting in the queue and show that information live as part of our dashboard.However, on 11th September, we encountered a strange issue: the events were not emitted in order, resulting in incorrect calls waiting in the queue. Please refer to the below events with the engagement ID. The timestamp is in PST.In this case, canceled event was emitted before the created event. How can task cancelled event be emitted before the task created event? The difference is 25 mins.contact_center.task_canceled, engagementID - -swBjBayTY6qn-nrSyP98A, queue - <queue_name> {"timestamp":"2024-09-11 09:22:53"}contact_center.task_created, engagementID - -swBjBayTY6qn-nrSyP98A, queue - <queue_name> {"timestamp":"2024-09-11 09:47:53"}2. In this case, the call was an outbound call. We received engagement started event 25 mins after the task created/reservation accepted even

 Hello, I am writing to see if you can help me or if I have already implemented it for someone, I would be interested in placing the link to launch the meeting at the contact center in always adding the name of the company instead of customer, does anyone know how I can do it?

We are new to ZCC.  Is it possible as a supervisor or admin on the account to end an engagement that's waiting in a ZCC queue?  We had a situation where there was a callback waiting in the Q that didn't need to be made, but I couldn't find a way to clear it out and the agents couldn't get past it to move on to the next.....  What are the options in a situation like that?  

What I have done is created two flows, one is the normal Contact Center flow and the other is it's Management flow. I use the management flow to change the state of the Contact Center flow. For example, by using a global variable in the management flow, I can instruct the other flow to shut (by pass) it's queue and just take voicemail, when the emergency variable is set to true. This works fine, but what else I would like to do is send an e-mail to the other supervisors informing them that the queue has been set to emergency mode. I have not been able to find away to do this, is it possible and how? Do I need an e-mail channel license to make this happen?