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!

Good afternoon,

My employee is stating a candidate was on zoom per the email she received stating candidate was in the meeting room, but she is stating the candidate was not appearing in her zoom account.

Please let me know how we can trouble shoot.

Thank you.

Hello,

My company is about to go live with Zoom. We are on track for day 1 contact center flows.

We would like to implement an authentication layer to verify callers against D365 contact values before they get routed to a human agent who will get a case pop.
We have a D365 dev who has published apis and they work fine. I have used these apis in the past with other tools that make use of the api schema such as n8n webhooks and postman. I have noticed that the call using json body parameters works as expected, only if I reference the collect input widget directly. (eg. Collect_SiteID.digits). If I try and reference a set variable path, the value is not passed the http call.

This is not an issue at the moment as we will only go live with the non human authentication layer in Jan 2026 at the earliest and I can get it to work. Zoom's documentation seems to suggest you can pass in variables. Why else would they be there? Is there any end to end resource that rinses this process. For example, there are thousands of videos aimed at intermediate users figuring out workflows in n8n, shell scripting, Siri shortcuts and Obsidian automation. Our company is a key player in the UK edtech market and we offer that depth of onboarding for new customers trying to master our SAAS platform. it would be greatly appreciated if some of Zoom's power features in terms of automation were documented this way.

I am looking to contact Zoom Contact Center to a third party AI Agent over SIP/TLS (SRTP). Below is what I am looking for, is there documentation on how to set this up or what is possible? 

1. The Call comes into Zoom Contact Center

2. Zoom Contact Center IVR routes the call to the third party AI Agent using SIP/TLS with UUI/X-headers for metadata

3. Ideally, Zoom Contact Center IVR can retain control over the call, so when the AI Agent "leg" end the call, it can return to the Zoom IVR for further routing (i.e. to a human agent for example).

4. Zoom Contact Center exposes an API end-point  the AI Agent can use, to update the metadata of the interaction so the Zoom IVR can use that metadata to route the call appropriately, i.e. to a specific queue for example.

Note: If the Zoom Contact center IVR cannot retain control over the call when it is passed to the third party AI Agent, can a SIP REFER w/UUI or X-headers be used to transfer the call back to Zoom for human agent handoff?

Hi,

I had always understood that Zoom Contact Center (Voice) could be configured to only show history (call summaries) from the same contact team. So for example, anyone contacting Team A can see only see other call summaries from Team A. They wouldn't be able to see that the caller had recently also spoken to Teams E, G and H, or view the summaries from those calls.

However, we have just found that the above is NOT the case at all which is causing some concern. Team A can see the history of interactions with Teams B, C, E etc and read the call summaries which is a real data privacy concern.

Have we misunderstood something? Has something in Zoom been changed?

Regards