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.

We need your guidance in defining the precise condition that determines whether a call is transferred and answered by third-party call center.

Previously, after discussing with Zoom POC, we decided to rely on the contact_center.engagement_ended webhook. In the payload, we checked the flow_name == ExternalTransfer condition and derived whether the call was transferred and answered by third-party call center.

However, we’ve recently observed a few cases where the above condition was met, but the call wasn’t actually transferred to the third-party center. This is leading to incorrect third-party transfer counts being displayed as part of our various dashboards.

Could you please help us determine the exact condition we should monitor to confirm if the call is successfully transferred and answered by the third-party center?

Our team is running into an issue with agent schedule adherence. When we run the report it does not give us the opportunity to "fix" the historic information. We use this in scenarios such as a call runs long and the agent doesn't go on break at the right time. We wouldn't want to count this against the agent. The only solution we have found is to manually update their schedule for the prior day by using the Schedule adherence report. The problem with this on top of being time consuming, is the report tells us the agent is out of adherence and for how long, but not at what time the exception started. Does anyone have any advice on measuring this?

We are US based call-center and want to implement callback option for callers when they are waiting in the Queue. We notice that ZCC uses 11-digits 1xxxyyyzzzz when accepting caller's phone number for the purposes of callback.

Is there a way to use only the 10-digits (excluding 1)? Since it could be confusing when callers want the callback on a different number.

Hello,
Is anyone actively utilizing some sort of "emergency mode" for their contact center queues or know the best approach for certain situations?
We have situations where our HQ may need to evacuate the building, or a power/network outage takes place and wanted to find out the best way to handle that when no agents are available for incoming calls.
I'm hoping the best option is not to have them all go to "Not Ready", but if it is then what is the best way to change the overflow/voicemail option quickly without logging in and managing each queue.

Thank you!

Has anyone had to train a remote employee who is part of the contact center?  I am trying to train remotely but have run into an issue that while on a zoom training we cannot answer any calls together where they can also hear what is going on in the call.  We get all our calls through the ZCC so it is not an option to do a call just through zoom phone.  Any suggestions would be appreciated.