I have a queue that I am building a flow for. The queue has five skills associated with it. I created an agent routing profile for it and I created a skill category and added the five skills.

When building out the flow, I am using the CollectInput widget to act as a menu selection. It has five exits  that are set to map to each skill in the queue. What do I do after this? How do I ensure that the calls are routing to each skill correctly? Do I add a Route to widget and set it to Route to Queue and then set the queue I am using? Or do I have to create a queue for each skill (this would be overkill as the platform I am coming from allows for skill based routing). 

I am learning ZCC and for the most part it seems straight forward. Any assistance that I could get would be most helpful.

Thank you!

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Hey all,

We are rolling out Zoom CC Chat at the moment - our team has been testing chat and SMS.

For anyone looking to roll out these channels, some issues/bugs/features to be aware of. I'd encourage folks to submit feedback requesting these gaps be filled.

(1) Agent Assets preview text renders dark gray on black when using Zoom dark mode (so you can't read text)

(2) Right click disabled for Agent SMS and Chat text input so agents can't spell check/spell correct their messages

(3) Agent Assets shortcuts and searching for Agent Asset isn't enabled for the initial SMS outbound event on the engagement (i.e. if your agent is initiating the outbound chat).   For us it is really important to have this as we have standard outbound text messages we send our users. This gap means we need to store (in duplicate) all our standard messages (Agent Assets) in a separate place and have agents copy and paste them in to start an SMS. This seems to be madness.

(4) Agent Assets shortcuts are case sensitive. So if I have a short cut that is /SendJob if the agent types "/sendjob" it won't find it. It forces agents to remember case sensitivity or makes you create shortcuts in all lower case (which makes them hard to read)

(5) Agent Assist does not support custom or system variables (so you can't create an asset like "Hey there {firstName}.  How can I help you?"

(6) No programmatic SMS support into Zoom, so if your CRM wants to use an automation to send an SMS message you can't through Zoom (sounds like this may be coming soon).

Good day,

I am new to Zoom Contact Center as we migrated over from another platform. I am learning things as I create flows and so far I am liking what I am seeing.

I am trying to set up call routing based on inbound DNIS. These calls don't get routed to agents but to voicemail boxes.  It is an internal messaging system that would send a voicemail transcription to my email. It is something that I am building to learn the features of ZCC. I've set up the inboxes that I need in ZCC and set up the email routing.

My flow has two entry points. In my previous platform, I would use a condition widget that would "listen" for the DNIS and then route the call to the appropriate branch.

My flow in ZCC is configured as follows:

• Start widget which has two entry points. The entry points represent Country A and Country B. This connects to a Condition widget.
• Condition widget
  • Settings tab, the type is set to Variable and the Variable is set to DNIS.
  • Exits tab - Exit 1
    • Variable Condition is set to Equal to and value is the entry point for country A.
    • Exit name is set to country A
    • Map Exit to Skill - nothing selected as these calls aren't being routed to an agent.
    • Next Widget set to SendMedia A.
  • Exits tab - Exit 2
    • Variable Condition is set to Equal to and value is the entry point for country B.
    • Exit name is set to country B.
    • Map Exit to Skill - nothing selected as these calls aren't being routed to an agent.
    • Next Widget set to SendMedia B.
  • No Match set to Hangup.
• Condition widget - Exit Country A is connected to SendMedia A. SendMedia A plays a text to speech prompt. SendMedia A is then connected to Route_to_Country A. 
• Connection widget - Exit Country B is connected to SendMedia B. SendMedia B plays a text to speech prompt. SendMedia B is then connected to Route_to_Country B.
• Route_to_Country A and B are both set up to route to their respective Inboxes.

If I call either DNIS that I set up, the calls are dropping automatically. If I remove the condition widget and call either DNIS, the calls go through. At this point I believe it is how I have the condition widget configured.

Could someone provide insight on what it is that I am missing?

Update --

I am not sure why I can't reply to my own posts?? 

Regardless, I've solved my own issue. In the Condition widget, Exits tab, I set the Variable Condition to "Contains". Republished and everything is routing as intended.

Hello there,

I was posting to see if anyone else has tried using Zoom Contact Center on ChromeOS PWA Playstore app.  We were recently testing this out for a Pilot and for some reason after 3 days of successful calls, Internal transfers will no longer reach the Agent using the Chromebook's.  We just get continuous ring on the caller side and then voicemail.  If we call into the queue and dial the agents extension, the call will complete without issue.

The challenge is the Contact Center is a client solution, not an internal solution, so were piloting this without their support and I don't know enough about the admin side of Contact Center.  I'm curious if there are any known issues with the ChromeOS PWA playstore app (FYI, same issue if we launch in Browser or run from app), or if its possible the client monitored the calls being delivered to the PWA Playstore app -vs- the Zoom Windows Client they are used to seeing and blocked those internal calls.

Does anyone know if we're able to receive verification codes from 6 digits numbers (e.g., a bank) to our number on Zoom Contact Center? Flows and queues are already configured with this number as an entry point, really confused why it isn't appearing.

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?