We have a voice queue and an email queue.  When in the wrap up status for the email queue, agents are being fed new engagements.  Is this how it is supposed to work? Is there a way to set it up so that they are not receiving new engagements until that wrap up time has ended?  FYI-their status is not changing to show "Wrapping Up" either.

Hi,

I'd really appreciate speaking with someone who has experience of working with Zoom Contact Center Email. We've spotted a few issues and would like to understand other people's experiences. There must be people out there who have ZCC Email set up and working that can share their experiences 🙂

Thanks

Hi there,

I'm setting up a new wallboard to display for my team, but I'd like to have the list sorted by availability (IE, unavailable users are at the bottom of the list). 

When I go into Settings I'm not seeing any way to do this, I've tried clicking on the listing names (Client Status, Member, Opt-in Call Queues) but it didn't provide what I needed. Is that not an available feature, or am I missing it somehow?

Thank you! 

Has anyone found a way to configure the way in which agents view emails in their client?
We're finding that the display is somewhat confusing- It show the main (latest) part of threads in the middle and seems to duplicate other parts of the body above and below.

Any pointers?

Hi Everyone,

Greetings!

Can we disable certain outbound engagement options in the ZCX Zoom App? Please take a look at the attached image.

Even though it's greyed out customer prefers not having it, since it's not part of the solution offering and confusing for agents.

We are currently integrating Zoom RTM Webhooks into our application and have encountered an issue with the validation process.

Zoom requires a single webhook URL that is used for two purposes:

1. Validation – Zoom sends a request with a plainToken that our server needs to echo back in a specific format.

2. Events – After validation, Zoom sends event payloads (e.g., meeting started, participant joined) to the same URL.

The challenge we are facing is that the Zoom SDK we are using appears to spin up an internal server and only exposes event handler functions. It does not expose the underlying HTTP endpoint, so we are unable to handle the initial validation request directly. Since both validation and events are sent to the same URL, we are stuck at the validation step.

Our questions are:

1. Is there a recommended way to handle the validation request when using the SDK?

2. If not, is it possible to configure the SDK so that we can intercept or extend the raw HTTP endpoint to respond to validation?

3. Could you confirm the exact response payload expected for the validation request (e.g., plainToken vs. encryptedToken format), so that we can prepare a workaround if needed?

In short, the issue is that Zoom expects the same webhook URL for validation and events, but the SDK does not currently provide a way to respond to the validation request.

Any guidance or examples on how to resolve this would be greatly appreciated.

Hello.

I am reaching out to raise a concern about certain activity observed in Zoom rooms that indicates the presence of illegal content involving minors.

Some users are making requests and using language that suggests illegal sexualizes activity involving minors. Iam requesting the ability to help remove participants engaging in such behavior, to help protect other uses and ensure compliance with legal obligations regarding CSAM.

Thank you for your attention and guidance on this matter.