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2025 CMX Awards

The Zoom Community is nominated for the 2025 CMX Community Industry Awards in the Customer Support Community category!

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What is the Zoom Contact Center?

Zoom Contact Center and Virtual Agent is a product offering that brings omnichannel functionalities, like voice, video, and AI chatbot, to the consumer experience. Explore the Zoom Community's Recent Activity below to join the Contact Center conversation and connect with other members. If you're still looking for support, browse our Zoom Contact Center support articles or start a new discussion below!

Recent Activity

connections

how do I unlink my zoom account from any old crms? I am trying to link a new agent crm but it says its already linked. I cannot remove it through the old crm either. TYIA

Resolved! ServiceNow Zoom Contact Center Integration

Our ServiceNow team has the Zoom Contact Center plugin installed and we have Zoom configured for ITSM (Integrations -> Channel Setup -> Voice Channel). Within the Zoom Contact Center module in ServiceNow, there is a 'Phone Logs' table they would like... Show more

Our ServiceNow team has the Zoom Contact Center plugin installed and we have Zoom configured for ITSM (Integrations -> Channel Setup -> Voice Channel). Within the Zoom Contact Center module in ServiceNow, there is a 'Phone Logs' table they would like to populate; primarily for the purpose of obtaining which phone queue/current queue the call originates from per ServiceNow Interaction record. Can anybody explain how that table gets populated within ServiceNow by Zoom? Is there something custom that needs to be configured within either platform? 


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Pausing account

This question has been moved to the billing section since it is related to account billing activities.

By
Community Champion | Employee

Ability to use a agent assist saved "reply" when an agent initiates outbound SMS in ZCC

Does anyone know if there is a way to allow our agents to use the "saved reply" under the "agent assets" section for outbound SMS engagements? I am specifically referring to when an agent initiates the outbound SMS engagement. Currently, the only way... Show more

Does anyone know if there is a way to allow our agents to use the "saved reply" under the "agent assets" section for outbound SMS engagements? I am specifically referring to when an agent initiates the outbound SMS engagement. Currently, the only way to use the "agent assets"  "saved replies"  is in response to an incoming message. Would be nice to have these available for the agent to start the SMS engagement. 


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ZCC Can I share call recording with non-ZCC licensed user?

Hello. We have a ZCC for service calls and dispatch.Occasionally, the manager of a service tech would like to hear the recording of the ZCC call from the customer.I cannot find a way in the software to share or download a recoding from an event. I tr... Show more

Hello.

 

We have a ZCC for service calls and dispatch.

Occasionally, the manager of a service tech would like to hear the recording of the ZCC call from the customer.

I cannot find a way in the software to share or download a recoding from an event.

 

I tried a couple of different search terms, but everything seems to documented around meetings and phone.

Has anyone found a way to share a recording (we record audio only) with a manager who has a zoom phone license, but not a ZCC license?

 

Than you any guidence.

Keith Budurka


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Setting up a group or user with a number that multiple users can access.

We are trying to set up a group number that can receive texts and calls that multiple people can access from their zoom. I'm struggling to figure out a solution. I can set up a new user but then that involves signing into the other account and that i... Show more

We are trying to set up a group number that can receive texts and calls that multiple people can access from their zoom.  I'm struggling to figure out a solution.  I can set up a new user but then that involves signing into the other account and that isn't going to work.  It would be best if it was possible to have a chat or phone show up with its own phone number that multiple people can access.  Any ideas?  


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Contact Requests

I have restarted my computer and cleared my cookies, refreshes the page multiple times but when I try to go to my contact Requests it says "Loading error, please try again" I have refreshed it multiple times, I receive notifications for the contact R... Show more

I have restarted my computer and cleared my cookies, refreshes the page multiple times but when I try to go to my contact Requests it says "Loading error, please try again" I have refreshed it multiple times, I receive notifications for the contact Requests, but I cant view them on the app because it will not load, even after I refresh. 


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Contact Center - Wrap up will not allow me to complete or remove

I completed a call and the Wrap up does not give me the survey option and has been stuck in place, not allowing me to go active again. I have restarted the Desktop App multiple times, along with restarting MAC, I also uninstalled and reinstalled the ... Show more

I completed a call and the Wrap up does not give me the survey option and has been stuck in place, not allowing me to go active again. I have restarted the Desktop App multiple times, along with restarting MAC, I also uninstalled and reinstalled the App. Any suggestions?

 


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Contact Center and Virtual assistant

Any Financial Institutions using the Contact Center and Virtual assistant Zoom services? Curious on whether it meets compliance requirements and how you are using Chat/Virtual assistant within your environment. 

KGA leverages Zoom Contact Center and other Zoom products to allow for a single point of contact!

"Since the start of our journey of researching and comparing the range of products that could best fulfill our current and future contact center needs, we determined that Zoom significantly outshines others in terms of its overall reputation, quality... Show more

"Since the start of our journey of researching and comparing the range of products that could best fulfill our current and future contact center needs, we determined that Zoom significantly outshines others in terms of its overall reputation, quality, and customer support. The numerous glowing testimonies by our employees who use Zoom currently go a long way in improving trust and morale due to the faith our team has in Zoom products!     In fact, in addition to fulfilling the requirements of our current contact center environment, Zoom Contact Center offers a number of innovations that could prove useful down the road such as the ability to go from live chat to phone to video and vice versa. Being able to easily transition between the omni-channel options seamlessly for both our clients and employees is going to be huge! We also utilize other Zoom products, allowing for a single point of contact for video, voice, chat, and live chat, helping us streamline our business and reduce the number of dedicated resources needed to support multiple apps and train employees! " - Jason Niranjan, Operations Manager, KGA.                                                                                                                                                                                                                                                                                                                                                                                                                 About KGA: KGA combines proven employee assistance services with the industry’s most innovative on-demand platforms and programs to meet the needs of today’s workforce – and tomorrow’s. Unlike conventional EAPs, they offer comprehensive mental health, work-life, and management services that are fully integrated across a single platform, with live, personal support whenever needed.

 

 


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