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!

I am trying hard to understand what is available internationally for Zoom Contact Center. This blog post https://blog.zoom.us/introducing-zoom-contact-center/ states CC is now available in the UK/IRL and AUS and NZ in addition to the US/CA. Then this site, a link from the prior, https://explore.zoom.us/en/products/contactcenter/features/global-coverage/ states it is available in 30 countries. However, when I try to add numbers in the Contact Center Admin, it doesn't give me any options. How do we go about getting the international contact centers up and running? And does anyone have what the international phone rates will be for say a center in the UK? The rates pages are for calling from the US/CA to the other countries. Thanks!

I want to play dynamic information in Flow Editor (not using TTS).

For example, I need to play "Your ticket number is 1234567890".

I will pre-recorded the digit prompts.

Then, I want to use Flow Editor programming to play the digit prompt according to the ticket number.

We currently switched to Zoom Contact Center.  I used to be able to get queue calls on both my desktop and my android phone Zoom App.  This was very nice, when I couldn't be near my desktop.

Is it still possible to be a part of our company queues, but answer get the calls on my smartphone?

When a call comes in and i have multiple contacts with that number, a search screen pops up showing contacts, cases and other records related to that phone number.

Is it possible to select a contact from that search screen to add it to the call engagement?

How do I do that?

If I can't, what is the point of the search screen?

Thanks,

Steve

I am new to the Salesforce Zoom integration.

Everything is installed and configured but using the Zoom Contact Center (ZCC) is a bit of a challenge.

When I make outbound calls from ZCC, if I use engagement to set the contact and account and enter a comment, when I click "Done" the call generates a task in Salesforce which is good.

When I recieve an inbound call and use engagement to enter the contact, account, and note, The "Dome" button is grayed out and I can't click it. Once the clock on the ended call runs out and engagement closes, no task is created which is a problem.

What am I doing wrong here?

Thanks in advance,

Steve