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

Using Zoom integration with Zendesk, after completing engagement I get a loading wheel. It does not go away. I have cleared cache and cookies. I'm using Chrome on Mac. Unable to use Safari the integration on Safari does not load correctly. 

Anyone else having this issue?

This picture is from 10mins after clicking complete engagement.

Contact center is not creating tickets in Zendesk if a customer leaves a voicemail. Our agents have to manually create tickets after answering a call. We had this option in dialpad, grasshopper, and ring central. Is this not an available option in Zoom?

Hi All,

I am looking for a way to integrate zoom application logs with New relic. I need to send all zoom application logs to New relic application for audit purpose

Has anyone done it before or is there a way to do it? i tried to check the documentation but did not find any clear documents. Any help on this would be highly appreciated.

Thank you.

For Midwest Real Estate Data (MRED), a multiple listing service, an unwavering dedication to customer experience is one of its biggest drivers of success. And for Katrina Bressler, this dedication is more than just a job, it’s how she approaches work every day. Having worked at MRED for 17 years in various Help Desk and tech support roles, Katrina now leads the customer experience team with unique insight into common customer issues and the tools needed to deliver quality support to their subscribers.

Katrina depends heavily on technology to enable MRED’s award-winning Help Desk team to provide exceptional customer service to nearly 50,000 subscribers throughout Illinois. When the staff began experiencing audio quality issues that required frequent system rebooting and extended troubleshooting, Katrina knew she needed a more efficient way for her team and subscribers to communicate.

Zoom Phone and Zoom Contact Center help augment customer experience

MRED already used Zoom Meetings for remote collaboration, so they were eager to adopt a familiar platform after trying several phone providers that didn’t meet their needs.

“We went through four phone systems before trying Zoom Phone, but it’s been the best fit for us,” Katrina said. “We were giving our personal cell phones to vendors and subscribers, but with Zoom Phone, we can give out our business lines for them to text.” 

When Zoom Contact Center was launched, Katrina realized the customer support team would benefit even more by combining their unified communications platform with a contact center.

Continue reading here!

Please keep the conversation going in the comments with your thoughts and let us know if you want to learn more about Zoom Contact Center!