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Using Zoom Contact Center in Salesforce to generate cases from calls


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,