I am looking to contact Zoom Contact Center to a third party AI Agent over SIP/TLS (SRTP). Below is what I am looking for, is there documentation on how to set this up or what is possible? 

1. The Call comes into Zoom Contact Center

2. Zoom Contact Center IVR routes the call to the third party AI Agent using SIP/TLS with UUI/X-headers for metadata

3. Ideally, Zoom Contact Center IVR can retain control over the call, so when the AI Agent "leg" end the call, it can return to the Zoom IVR for further routing (i.e. to a human agent for example).

4. Zoom Contact Center exposes an API end-point  the AI Agent can use, to update the metadata of the interaction so the Zoom IVR can use that metadata to route the call appropriately, i.e. to a specific queue for example.

Note: If the Zoom Contact center IVR cannot retain control over the call when it is passed to the third party AI Agent, can a SIP REFER w/UUI or X-headers be used to transfer the call back to Zoom for human agent handoff?

Hi,

I had always understood that Zoom Contact Center (Voice) could be configured to only show history (call summaries) from the same contact team. So for example, anyone contacting Team A can see only see other call summaries from Team A. They wouldn't be able to see that the caller had recently also spoken to Teams E, G and H, or view the summaries from those calls.

However, we have just found that the above is NOT the case at all which is causing some concern. Team A can see the history of interactions with Teams B, C, E etc and read the call summaries which is a real data privacy concern.

Have we misunderstood something? Has something in Zoom been changed?

Regards

We are currently configuring Zoom Workforce Management (WFM) to manage phone shift schedules. Our employees use Outlook to block off times when they are unavailable—such as PTO, client meetings, or personal appointments.

We’re looking for a way to integrate Outlook with Zoom so that WFM can automatically schedule phone shifts around each employee’s existing availability in Outlook. Ideally, Zoom would read their calendar availability, assign shifts accordingly, and then push those scheduled shifts back into Outlook.

Has anyone successfully implemented this type of integration? We’re hoping to avoid requiring employees to enter availability in multiple systems and would prefer to keep Outlook as the central tool for managing personal and meeting schedules.
Any insights or best practices would be greatly appreciated!

I have a requirement to collect Name, email address and postcode in a pre-chat window before starting a chat conversation. As far as I can see, this can't be done if you access the chat flow directly, you have to go via a campaign. In the campaign you can create a Welcome Screen and add fields. Unfortunately, there's no postcode option, just an address. So, is it possible to add a custom field like postcode?

For a bonus point, I want to pre-populate these fields if the end user is logged into their account.

We are setting up an email channel flow for Zoom Contact Center.  I would like to auto-populate the assigned agents name in the outbound email signature, rather than have each agent have their own signature or just one generic outbound signature.

I have a signature template saved into the Asset Library, but when I use the insert variable option in the template design, I cannot find the appropriate variable to use to pull in the current agents name on the engagement into that outbound signature.  I also tried the dynamic variable but to no avail.  

Anyone else try to dynamically populate the agents full name on an outbound signature template?  Not sure what I am missing and as of now support doesn't seem to have an answer.

Thanks!

We were under the impression that we would be able to interact with voicemails left by first-time callers. The guidance we received was that the voicemail would appear in the ZCC and in addition to being able to assign, delete, download, and resolve, we would be able to add notes. This would allow our intake specialists to document that they'd attempted a call back and mark as "resolved" after attempting 3 times and not being able to make contact or having completed the intake. 

ChatGPT tells me there is a way to do this by ensuring the voicemail flow points to ZCC and not Zoom Phone, however, this doesn't seem to be doing the trick. I get Chat makes errors, btw, hence asking the question here.

Hi, 

Since Zoom Contact Center doesn’t allow transfers to unavailable agents, is there a way for agents who are marked unavailable for external calls to receive internal transfer calls from other agents?  For example, I have an agent who is unavailable due to wrapping up an extended call, but another agent would like to warm transfer a new call to them to handle next.