Hello Everyone,

I just need to understand if Phone Management is required to operate Zoom COntact Center in any way. What i understand is that if you have a global phone assigned to Call Queue/Auto Attendant the system itself manages the routing of call and Phone assignment to individual users are not required in any way. Can someone confirm.

Thanks in Advance!

Hi im trying to edit the pool of Extensions which gets assigned to new users.

in particular, which range it chooses from, as i cant see the setting.

And whether there is a setting where it can go back and reassign an extension which is free as opposed to working its way up the pool of available extensions.

Thanks

Michael

Hello, I have a Zoom Livetrak L-12 mixer. I plugged it into my PC as an Audio Interface (switch on the rear panel of the mixer). I have installed the correct drivers for Windows 10. The operating system recognizes the hardware correctly. When I select USB channel 1-2 on L-12 (the backlight comes on), the mixer plays music from the computer correctly. When I turn off USB 1-2 and turn on USB 3-4 (the backlight comes on), the signal from the computer does not reach the mixer. The analog inputs of channel 11-12 (i.e. USB 3-4) work properly. Could there be any damage to the digital USB 3-4 input? How can I check this? I reinstalled the drivers and checked the situation on several different computers. It's the same everywhere.

Three of my agents this evening could no longer make outbound calls in Contact Center.  The option in the lower left is greyed out.  One agent reported a message that " (user) is not in the queues with outbound settings available".  The users are in a queue with outbound call settings so I'm confused.

Our office hours ended at 5pm but that's never been an issue with making outbound calls before.

Good morning all, new to Zoom phone and Contact Center.

We have integrated with Salesforce. As I understand it, for calls to be logged in Contact Center, they must be made and/or answered from within Contact Center in Salesforce.

All OK so far...except...when calls come in, the call answer window pops up in both Contact Center in Salesforce and in the desktop app. (see attached screenshot)

How do we prevent this? I think this will be very confusing to our client services people and will result in calls not being logged in Contact Center because they got answered in the desktop app.

When client services is logge dinto the queue, I only want the call to pop up in the Contact Center app in Salesforce.

Thanks in advance!

Steve

Hi,

We are having an issue where contact center agents are not putting themselves back into the "Ready" state once their wrap up time is over. 

I see a setting in the queue:

Wrap up Expiration - Auto-close engagements at the end of wrap-up duraction
Add at least one disposition to enable this setting.

In all of the literature I have reviewed, I am not understanding why adding a disposition has anything to do w/ enabling wrap up to auto expire. We don't need anything thing else re a disposition (reminders to follow up with caller, notes on the call as we have another place for that) - I don't know how to proceed so we can toggle Auto Wrap Up Expiration to "On". Do we add any old disposition, that we don't really need, just to be able to toggle that setting to "on"?

Would love to hear whether anyone else has run into this and, if so, if you could please share your insights and/or workaround, that would help immensely. 

Thank you.

Molly

Video interactions initiated via Contact Center to a support agent on a Mac have no options for a virtual background.
While there are numerous references to checking your chipset, whether intel or mac, the line 'Note: Virtual background for Zoom Contact Center is not supported on MacOS... is buried pretty well. Moreover, it does a poor job of defining that it means there are ZERO options for background, including blur and virtual background (alternates between using virtual background to mean all backgrounds, or specifically image/video).
This is a monumental feature failing in my opinion, exacerbated by poor documentation distinguishing the different experience between zoom calls (check your cpu to use backgrounds) and call center (you are out of luck and can never use a background).