Contact Center

Hi, The computer has zoom app which installed in someone, but perhaps I can not login by the account. Is there tool or command which can remove the previous zoom app clean? Thanks.

I have staff that work different shifts from week one to week two.  I watched the tutorial on Rotational Schedules but that was specific to multiple agents on a single rotational schedule.  In the rotational schedule, how can I assign a single user to multiple shifts?

Hi, We have a request to add a new inbound path, but deliver to an existing queue. I know I can identify and tag DNIS in the flow and route to different skills.What I need to be able to do is display either the incoming DNIS or the Skill to the agent *prior to answer* ie on the inbound call notification.After testing I am aware I can enable the DNIS variable to show as an extended panel on that notification, but that is a global setting. Is there a way to do this at a queue level? The requestor does not want to create any additional queues to service this as volume is minimal. But agents need to know prior to acceptance as greeting will be different.  

This article lists ‘Wrap Up After Transfer’ as a queue setting https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062859  But in my queue settings it does not show:   Did something change and this setting is found elsewhere or are my queue settings bugged? 

Can you tell me how to connect the Zoom neural network?

I manage a handful of call queues and im coming across an odd discrepancy in my analytics. How is it some of my agents total combined staus percentages (ready, not ready & occupied) do not equal 100% but some do? When I first  noticed this I assumed it had to do with offline time but if that was the case none of them would equal 100%. I make sure everyone is offline each night so they would all be well below 100% if offline was counted in the total. So what is making the difference? What am i missing?

Greetings Zoom team! I have a few inquiries that I'm struggling with; I would appreciate your help:Holiday Hours → As an administrator, are we setting those dates and times in the Phone System Management?Preferences → What type of information should we configure and establish in the preferences section?Queue → As an administrator, are we only assigning teams and agents to the queues, or can we also adjust or do other things there? Simply aiming to clarify what details we are setting up in each tab and menu. Cheers!

Hi i am trying to get opt out/in data through API but can't see a suitable scope is there a scope to get this data.

For one of our groups in Contact Center, we need to collect information from our callers and then have that information sent to an Inbox so it can be listened to by the team. What we’re planning is that when the callers hit the flow, they will be presented with a question → answer the question; and then the system will repeat this for as many questions as there are. When all questions have been recorded, all of these answers should then be forwarded to an Inbox where the interaction can be reviewed.This is the configuration that we’re trying to get to work but we’re having some issues getting the CollectInput widget to capture responses from the callers. And we do have “Voice input” enabled.This is the basic flow but not sure if this will get us what we want:Question 1 (Send Media widget) → Collect verbal response to question 1 (Collect Input widget)Question 2 (Send Media widget) → Collect verbal response to question 2 (Collect Input widget)Thank y

We have a contact centre flow that has a number of collect input widgets after send media widgets in the flow. My MD wants to hear the caller speaking during the interactions. Is it possible to have a call recording of the interaction at this stage even though the caller is interacting through a menu?Here is a screenshot of the flow.  

Client is asking when the feature update in Zoom to allow WFM with Read Only access?

I manage multiple call queues and trying to find a way to have a dashboard to monitor volumes, wait times, svc level and who is logged in and out for all queues in 1 location. I went to the Zoom Learning Center and the first lesson tells me to open the Zoom Desktop Client and select the Zoom Contact Center Icon at the top menu.  I don't have that icon.  I downloaded the most current update and still not there. What am I missing?

Hi All - We are new to the Zoom the Call Center platform and seeing that our call and messaging transfers are not taking a higher priority in queue than a new call to the queue.  On our previous platform we could set that a transfer called with take a higher priority over a new incoming call.   This provides the customer a better experience since they have already been waiting in the previous queue.  

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Hello,I am currently using a subscription plan that renews on October 16, 2026. I have already requested to cancel this subscription.I would like to pay only for the charges incurred up until December, and since I have requested cancellation, I would like to ensure that no charges are billed from January onward.For your reference, the annual cost of the plan is KRW 223,700, and I am currently being charged KRW 18,641 per month.Please confirm that the subscription will be terminated accordingly and that no further charges will be applied after December.Thank you for your assistance.Best regards,

I am new to Zoom Contact Center. When I design an IVR Flow and try to send data to a CRM system using the HTTP Call widget, I face an issue.When I send Digit input collected from the caller, the data is sent successfully. However, when I try to send other values such as Caller ID, Caller Number, or Callee Number, the data is empty and not passed to the CRM.This usually happens because those call-related values are not automatically available to the HTTP Call widget unless they are explicitly mapped or stored in variables earlier in the flow.

Hi everyone,I’m working with Zoom Contact Center and building an IVR flow that sends data to an external CRM using the HTTP Call widget.Digit input collected from the caller is sent successfully, but I’m having trouble passing caller-related details like caller ID, ANI, or called number. These values either come through empty or are not included in the payload.I wanted to ask:Are caller metadata fields available by default in the HTTP Call widget?Do they see explicit mapping or assignment to variables earlier in the flow?Is there a recommended way to capture and pass these values reliably?If anyone has handled this before or can point me to the right approach, I’d appreciate the guidance.Thanks in advance.

HiIs there a way to have multiple phone nos (Mobile/Work/Home) for a employee in the Address Book but be able to hide public view of the numbers? We want the HR Agents (having access to the queue/Contact Center) to be able to see all the phone numbers/details but not for the numbers to be visible to people outside the Contact Center. Is this possible to be done?Ramki

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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?

On the latest version of Zoom Workplace app, using a Lenovo workstation, and Yealink WH 64 wireless headset.  Mostly it seems to work ok then for no reason calls will come in and when answered there is no audio.  Keep the sound app open on another screen when this happens the mic appears dead.  No moving of the volume as I speak.  When I use in another app headset works fine.  Then for no reason I can find the calls start working again. This happens intermittently, a reboot sometimes fixes sometimes not.  I uninstalled and reinstalled the application, changes headsets, next is to try a new computer.  anyone else have this issues or a solution? 

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!