I understand there are limits per user per month on Zoom Phone and Zoom Contact Center, based on my invoice having rows for overage costs. I understand where to see the total activity for both of these. What I can't seem to find and neither technical nor billing support can tell me what the limit is on either Zoom Phone or Contact Center licenses. I am just looking at the minutes standard per license of Contact Center Basic SKU and Zoom One Business Plus. Any insight would be appreciated it.

Hello.

I am looking for ideas on how to alert my agents while they are engaged in a call.

I have an app I use for dispatching road side service.

This app is also accessed directly by customers.

During the graveyard shift I have only 2 or 3 agents on the call center.

Assuming all are engaged on a call with a customer or road side tech, I am looking for the best way to let the agents know another call came in, directly via the dispatch app.

We have a webhook in place on the app and it successfully knows when a new call is directly placed on our board. Because our agents may be on the call for several minutes and may have a few calls in queue, it's easy for 20 or 30 minutes to pass before they get a chance to check the app for new calls. Problem is the customer may not be as patient and starts calling other companies.

Wish would be if a call appears that we can pop-up an alert on the agents desktop letting them know a call appeared. My developer and I are thinking maybe there is an API we can leverage to do this right in the zoom client. We are also open to other ideas.

Thanks for any comments.

Keith Budurka

Hi there, is someone able to assist me in changing the default ClickToCall from Zoom Phone to Zoom Contact Center, please?

Currently, when we click on a number, it opens in Zoom Phone.

We are hoping to change it so that when a number is clicked on, it opens in the Zoom Contact Center.

Any help would be greatly appreciated.

Thanks!

Issue is a consumer is ringing, it is presented to an agent but it does not ring for him so he cannot answer it, the user hung on for 4 minutes and the call wasn't presented to anyone else. However we have it set that it should ring for 10 seconds, if not answered ring another 10 seconds with same agent and then it should put him on Not Ready Forced and it is not doing it.

I checked the status reports for the agent and it does not show him ringing. However I checked the logs and traced the caller, it shows she connected to him. However it did not and both consumer calls were classed as an abandoned call.

Has anyone come across that?

Does anyone turn on the voice input in the CC flow? 

Basically "Speak or say 1 for Customer Service"?   If we have it turned on, so if the user says 1, it should use that option.  How ever it seems that any background noise while the menu options are being presented to the caller, it seems to be very sensitive, and if it can't tell what the caller said, then it will send it the caller to the default option.

Does anyone else use this feature, or have turned it off because of the over sensitive menu?

How I think it should work is if ZoomCC can't tell a caller said One, or Two... it should keep playing the options, and if the caller has not said an option it recognized after a few seconds after the greeting has finished playing, it should repeat the menu and try again, not just send to default on the first or 2nd try.  

I am trying to create a flow where while the caller is on hold in queue they can be presented with an IVR Menu that allows them to press 1 to leave a voicemail.  The flow would be that the caller goes into queue because no agents are available, after 30 seconds the IVR menu is presented.  If no selection is made, the caller goes back on hold and then at 60 seconds the IVR menu is presented again (with different message).  This process loops until the call is answered or the caller eventually opts to leave a voicemail.  Any suggestions?

We are getting ready to go live with Contact Center/Zoom Phone and have run into an issue during our testing that I'm hoping has a solution:  All of our Contact Center Agents also have Zoom Phone direct inward number (DID) lines assigned to them, as well as a physical Polycom VVX 350 phone for their DID line.  When an agent is on an active Contact Center call, we are looking for a way for their Zoom Phone DID line to recognize that they are on a call such that the physical phone doesn't ring.  Is there a way to control this type of setup so that Zoom Phone would know that the agent is already on a call and not ring the phone?  This is causing an issue for us with headsets that get confused because they think that the user needs to answer the physical phone while engaged with the Contact Center call.  

Any help you can provide regarding settings to prevent this from occurring would be greatly appreciated!

Hello! I am currently working on configuring daily automated report emails in the Subscription Center. After multiple types of test reports, it seems that I am unable to select which date/time range the data should be pulled from and am only able to automatically receive data from the previous day. My goal is to schedule multiple automated emails throughout the day to capture call logs from the current date until the time the report is sent, as well as other time-sensitive user performance reports throughout the week.

I'm wondering if there's a way to achieve this with the current Subscription Center functions. Any insights or guidance would be greatly appreciated!