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Zoom AI Companion
Zoom Contact Center and Virtual Agent is a product offering that brings omnichannel functionalities, like voice, video, and AI chatbot, to the consumer experience. Explore the Zoom Community's Recent Activity below to join the Contact Center conversation and connect with other members. If you're still looking for support, browse our Zoom Contact Center support articles or start a new discussion below!
Hello,
Is anyone actively utilizing some sort of "emergency mode" for their contact center queues or know the best approach for certain situations?
We have situations where our HQ may need to evacuate the building, or a power/network outage takes place and wanted to find out the best way to handle that when no agents are available for incoming calls.
I'm hoping the best option is not to have them all go to "Not Ready", but if it is then what is the best way to change the overflow/voicemail option quickly without logging in and managing each queue.
Thank you!
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Is there a way where a training agent could be setup to automatically join all calls coming into a specific queue? I understand that this could be done through monitoring but the customer wants to automate this when they are onboarding new agents.
Has anyone had to train a remote employee who is part of the contact center? I am trying to train remotely but have run into an issue that while on a zoom training we cannot answer any calls together where they can also hear what is going on in the call. We get all our calls through the ZCC so it is not an option to do a call just through zoom phone. Any suggestions would be appreciated.
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My CC is used for incoming and outgoing calls as well as a call center entry point to get ahold of my agents. When my agents call from Zoom Phone, the outbound caller ID is set to the main company number. Is there a way to set the exit point for contact center outgoing calls to match that same company number so that our clients see a consistent number across both platforms? In CC Management > Phone numbers I cannot include the main company number as it's assigned.
I also use Zoom phone for another tier of agents who perform similar duties and contact the same clients.
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I anticipate needing to create many queues over the coming year.
Is there a limit to the number of queues that can be created?
When a caller is presented with the Menu-based interrupt there appears to be no way out of it. They will have the option to either If the caller does not want options 1 or 2, option 3 would send them to a Flow but how can they maintain their position in queue this way? Should there not be an option "press x to continue waiting"?
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