Contact Center

Hello, I want to be able to report on how many calls were offered (once) and answered, and how many were long abandoned. I use the above mentioned report and would expect that the difference between those offered and handled would be the abandoned long total but it is not.There are so many column options in the report that I may not be using the correct ones but  there are discrepancies between the subtracted results and abandoned Long.In fact for Q2  there were 395 offered and 380 calls answered so I would assume the volume abandoned would be 15 but it is showing 24 so where did those other 9 calls go? A question also- if a call is both declined and the caller hung up, is it categorised as 1 or the other or can it be both?ThanksNameA OfferedB HandledSubtracted A&BAbandoned LongM

i am using a contact center API to list all the voice calls for the particular queue https://api.zoom.us/v2/contact_center/voice_calls?queue_ids=XYXXYZ But i am getting results for all records where queues are null 

hey folks i'm deploying a contact center only, no zoom phone. Couple questions: when doing a zoom phone deployment,  we found we needed 1 zoom phone license per DID. We'll be porting a help desk number to Zoom for this contact center only deployment, do they need this zoom phone license for this contact center only deployment?  What would be needed to forward after hours calls off net? to a domestic number? customer forward after hour calls to an answering service.  

Al ingresar a mi cuenta me aparece  el mensaje "Error al recuperar los datos del usuario" y me deriva a "Perfil", ¿a que se debe ello?.

Is there a way to disable the Callback function from calculating the estimated wait time? If I only have 1 agent in that queue, but they're on break it is playing the Callback request prompt BEFORE any of the greeting or interrupt messages. I don't want to change the Callback prompt longer than 5 minutes, because when I have long waits I want that to kick in after 5 minutes of holding. Is there something in my account or something in the flow that I can do script-wise to make it ignore the estimated wait time calculation and just do the 5 minutes like I have set?

Does anyone have the screenshots for the upcoming release for the new UI for Zoom Contact Center? An email was sent 12/18/23 but the images cannot be displayed in the email anymore.  thanks! 

Hey I am using an API to delete users, when doing this form the GUI I have the option to delete the user without transfering data. What is the flag I need to set in the API so that I can also delete a user without transfering data. I tried doing this byt setting transfer_email as an empty variable and also a dummy value but it need to be an already created account. 

I want to save a contact so that it dials a number, adds a pause, and then dials the extension number automatically (like you would do by adding "*" or "-" on other phone systems. Is this possible in Zoom Contact Center

Hi support,After creating the entry ID and flow in the contact center management, I copied the script code and injected it into my app.js code like this:useEffect(() => {const script = document.createElement('script');script.src="https://us01ccistatic.zoom.us/us01cci/web-sdk/chat-client.js";script.async = true;script.dataset.chatEntryId = "*******************************";script.dataset.env = "us01";script.dataset.apikey = "***********************";document.body.appendChild(script);return () => {document.body.removeChild(script);}}, []);However, it shows me an error in the screenshot. Please advise on how to solve this problem. Additionally, I'm encountering another error for the video call. The call is passed to the agent in the application, but upon response, an error is displayed in

There seems to be no way in Zoom Contact Center for one agent to voice call another agent in ZCC. We have employees physically located in different areas. This was a feature in Five9 that I assumed was standard across the platforms but it seems not.

There is no Call Park feature in Contact Center even though this exists in Zoom Phone. Would really be nice to have this feature imported into ZCC. Has anyone found a workaround other than building a flow/queue for every individual agent?

I understand there are limits per user per month on Zoom Phone and Zoom Contact Center, based on my invoice having rows for overage costs. I understand where to see the total activity for both of these. What I can't seem to find and neither technical nor billing support can tell me what the limit is on either Zoom Phone or Contact Center licenses. I am just looking at the minutes standard per license of Contact Center Basic SKU and Zoom One Business Plus. Any insight would be appreciated it.

Hello.I am looking for ideas on how to alert my agents while they are engaged in a call.I have an app I use for dispatching road side service.This app is also accessed directly by customers.During the graveyard shift I have only 2 or 3 agents on the call center.Assuming all are engaged on a call with a customer or road side tech, I am looking for the best way to let the agents know another call came in, directly via the dispatch app. We have a webhook in place on the app and it successfully knows when a new call is directly placed on our board. Because our agents may be on the call for several minutes and may have a few calls in queue, it's easy for 20 or 30 minutes to pass before they get a chance to check the app for new calls. Problem is the customer may not be as patient and starts calling other companies. Wish would be if a call appears that we can pop-up an alert on the agents desktop letting them kn

Issue is a consumer is ringing, it is presented to an agent but it does not ring for him so he cannot answer it, the user hung on for 4 minutes and the call wasn't presented to anyone else. However we have it set that it should ring for 10 seconds, if not answered ring another 10 seconds with same agent and then it should put him on Not Ready Forced and it is not doing it. I checked the status reports for the agent and it does not show him ringing. However I checked the logs and traced the caller, it shows she connected to him. However it did not and both consumer calls were classed as an abandoned call.Has anyone come across that?

Does anyone turn on the voice input in the CC flow?  Basically "Speak or say 1 for Customer Service"?   If we have it turned on, so if the user says 1, it should use that option.  How ever it seems that any background noise while the menu options are being presented to the caller, it seems to be very sensitive, and if it can't tell what the caller said, then it will send it the caller to the default option. Does anyone else use this feature, or have turned it off because of the over sensitive menu? How I think it should work is if ZoomCC can't tell a caller said One, or Two... it should keep playing the options, and if the caller has not said an option it recognized after a few seconds after the greeting has finished playing, it should repeat the menu and try again, not just send to default on the first or 2nd try.  

I am trying to create a flow where while the caller is on hold in queue they can be presented with an IVR Menu that allows them to press 1 to leave a voicemail.  The flow would be that the caller goes into queue because no agents are available, after 30 seconds the IVR menu is presented.  If no selection is made, the caller goes back on hold and then at 60 seconds the IVR menu is presented again (with different message).  This process loops until the call is answered or the caller eventually opts to leave a voicemail.  Any suggestions?

We are getting ready to go live with Contact Center/Zoom Phone and have run into an issue during our testing that I'm hoping has a solution:  All of our Contact Center Agents also have Zoom Phone direct inward number (DID) lines assigned to them, as well as a physical Polycom VVX 350 phone for their DID line.  When an agent is on an active Contact Center call, we are looking for a way for their Zoom Phone DID line to recognize that they are on a call such that the physical phone doesn't ring.  Is there a way to control this type of setup so that Zoom Phone would know that the agent is already on a call and not ring the phone?  This is causing an issue for us with headsets that get confused because they think that the user needs to answer the physical phone while engaged with the Contact Center call.   Any help you can provide regarding settings to prevent this from occurring would be greatly appreciated!

Hello! I am currently working on configuring daily automated report emails in the Subscription Center. After multiple types of test reports, it seems that I am unable to select which date/time range the data should be pulled from and am only able to automatically receive data from the previous day. My goal is to schedule multiple automated emails throughout the day to capture call logs from the current date until the time the report is sent, as well as other time-sensitive user performance reports throughout the week. I'm wondering if there's a way to achieve this with the current Subscription Center functions. Any insights or guidance would be greatly appreciated!

I am trying hard to understand what is available internationally for Zoom Contact Center. This blog post https://blog.zoom.us/introducing-zoom-contact-center/ states CC is now available in the UK/IRL and AUS and NZ in addition to the US/CA. Then this site, a link from the prior, https://explore.zoom.us/en/products/contactcenter/features/global-coverage/ states it is available in 30 countries. However, when I try to add numbers in the Contact Center Admin, it doesn't give me any options. How do we go about getting the international contact centers up and running? And does anyone have what the international phone rates will be for say a center in the UK? The rates pages are for calling from the US/CA to the other countries. Thanks!

I want to play dynamic information in Flow Editor (not using TTS).For example, I need to play "Your ticket number is 1234567890". I will pre-recorded the digit prompts. Then, I want to use Flow Editor programming to play the digit prompt according to the ticket number.  

We currently switched to Zoom Contact Center.  I used to be able to get queue calls on both my desktop and my android phone Zoom App.  This was very nice, when I couldn't be near my desktop. Is it still possible to be a part of our company queues, but answer get the calls on my smartphone?

Is there a way to assign a specific task record type for use by Zoom Contact Center in Salesforce? Also, can I assign a different task record type for use by different profiles? Thanks,Steve

When a call comes in and i have multiple contacts with that number, a search screen pops up showing contacts, cases and other records related to that phone number. Is it possible to select a contact from that search screen to add it to the call engagement? How do I do that? If I can't, what is the point of the search screen? Thanks,Steve

I am new to the Salesforce Zoom integration.Everything is installed and configured but using the Zoom Contact Center (ZCC) is a bit of a challenge.When I make outbound calls from ZCC, if I use engagement to set the contact and account and enter a comment, when I click "Done" the call generates a task in Salesforce which is good. When I recieve an inbound call and use engagement to enter the contact, account, and note, The "Dome" button is grayed out and I can't click it. Once the clock on the ended call runs out and engagement closes, no task is created which is a problem. What am I doing wrong here?Thanks in advance,Steve

I am using Zoom sample web sdk  which contains modules and files but i am not able to include those files in my vue js project as it contains various script links