Training with Contact Center

[ncuser]

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. 

[TonyH5]

We had this challenge as well.  When trying to train through Zoom Meetings to share screens & audio while taking calls in Zoom Contact Center, the platforms will compete for the microphone.  So once a call is taken in ZCC, those in Zoom Meetings lose audio.  Currently Zoom doesn't have a solve (that I am aware of). 

So now we are using Microsoft teams for screen and audio sharing (like we did with Zoom and our previous CC solution) to still provide a virtual training option.  

Not sure if this is an option for you, but it has been working for us until Zoom solves this issue.