Our business uses contact center for our intake calls. Part of our intake process requires merging calls so that one operator, the client on the phone, and a manager can be merged into the call. This used to be an option with a merge call button. Now there is only an add call button where the only options are to warm/cold transfer instead of merging the call. Has anyone found a setting or work around for this? 

To do compliance calls (CDD) according to the regulations of many countries bank has to record video calls. In Zoom contact center recording is only one talking person. This functionality does not allow to recording of customer documents when he/she silently demonstrates them to the agent.  Is there any possibility of adding this functionality in the roadmap to make Zoom contact center compliant with AML/KYC regulations?

I need to build a subscription report for call details (call count, average hold, average call duration, etc.) in our Contact Center to report on calls during certain time of the day. Mainly Monday-Friday 5pm till 7am and all-day on the weekends. I can't seem to find a way to select times and the stats we need. 

Any advice?

We rely on webhook events to derive the number of calls waiting in the queue and show that information live as part of our dashboard.
However, on 11th September, we encountered a strange issue: the events were not emitted in order, resulting in incorrect calls waiting in the queue.

Please refer to the below events with the engagement ID. The timestamp is in PST.

1. In this case, canceled event was emitted before the created event. How can task cancelled event be emitted before the task created event? The difference is 25 mins.
   contact_center.task_canceled, engagementID - -swBjBayTY6qn-nrSyP98A, queue - <queue_name> {"timestamp":"2024-09-11 09:22:53"}

contact_center.task_created, engagementID - -swBjBayTY6qn-nrSyP98A, queue - <queue_name> {"timestamp":"2024-09-11 09:47:53"}

2. In this case, the call was an outbound call. We received engagement started event 25 mins after the task created/reservation accepted event. Why was the engagement started event emitted at the start of the engagement?
contact_center.task_reservation_accepted, engagementID - bcwqoBh3SFKJQftnwRbSkQ, queue - <queue_name> {"timestamp":"2024-09-11 09:32:26"}

contact_center.task_created, engagementID - bcwqoBh3SFKJQftnwRbSkQ, queue - <queue_name> {"timestamp":"2024-09-11 09:32:27"}

contact_center.engagement_started, engagementID - bcwqoBh3SFKJQftnwRbSkQ

{"timestamp":"2024-09-11 09:57:32"}

We are new to ZCC.  Is it possible as a supervisor or admin on the account to end an engagement that's waiting in a ZCC queue?  We had a situation where there was a callback waiting in the Q that didn't need to be made, but I couldn't find a way to clear it out and the agents couldn't get past it to move on to the next.....  What are the options in a situation like that?  

What I have done is created two flows, one is the normal Contact Center flow and the other is it's Management flow. I use the management flow to change the state of the Contact Center flow. For example, by using a global variable in the management flow, I can instruct the other flow to shut (by pass) it's queue and just take voicemail, when the emergency variable is set to true. This works fine, but what else I would like to do is send an e-mail to the other supervisors informing them that the queue has been set to emergency mode. I have not been able to find away to do this, is it possible and how? Do I need an e-mail channel license to make this happen?