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Important updates from Zoom Support:

  • Starting February 3, 2025, Zoom Phone customers must add their phone numbers to an approved 10DLC campaign in order to use SMS/MMS capabilities on their numbers.

  • Introducing more live support options! More Zoom customers now have access to live agent chat support. Sign in and visit our Contact Support page to see all your available support options. We’re here to help!

What is the Zoom Contact Center?

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!

Recent Activity

Latest Posts Trending Posts Solved Unanswered

Recording a voicemail drop message.

I need to prerecord a voicemail message I can drop into a prospect's voicemail when they don't answer. How do I make this happen?

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ZCC text to speech to spell out collected digits

hi,

within the flow I have collect input widget. I need to find a way to spell these digits. sounds very basic, but i can't seem to get this work. any help is appreciated.

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Resolved! ZCC email Manage entry point option

I was trying to search manage entry point option on :contact center management > flows > "flow channel a (email)" ellipsis (...) > manage entry pointunfortunately, I'm unable to find that said option on ellipsis (...),may i know is it connected to fl... Show more

I was trying to search manage entry point option on :

contact center management > flows > "flow channel a (email)" ellipsis (...) > manage entry point

unfortunately, I'm unable to find that said option on ellipsis (...),
may i know is it connected to flow's diagram editor on why it doesn't appear.

if it's connected can you guide on me how?


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Having trouble while enabling Omni channel Sync in Zoom Contact Center

Previously my org has omni-channel enabled and having Presence Statuses. I'm trying to enable Omni channel Sync in Zoom contact center and map the Contact Center Integration (CCI) Callbar Status field to Salesforce Status field and saving it. It's th... Show more

Previously my org has omni-channel enabled and having Presence Statuses. I'm trying to enable Omni channel Sync in Zoom contact center and map the Contact Center Integration (CCI) Callbar Status field to Salesforce Status field and saving it. It's throwing error as 'Please set Omni-Channel relation'.

How can I resolve that error? 

 

Any help is appreciated. 

 


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Spam

How do I block a phone number as Spam from the Contact Center. I found all the ways to do it through the regular Zoom phone, but not Contact Center.

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Agent Whisper To Notify Type Of Inbound Call

Five9 had this really cool feature where you can set an "agent whisper" which would be an audio notification of which call queue a call was coming in on. For instance, if staff are answering three different lines, the phone would ring to the agent an... Show more

Five9 had this really cool feature where you can set an "agent whisper" which would be an audio notification of which call queue a call was coming in on. For instance, if staff are answering three different lines, the phone would ring to the agent and would audibly say "Customer Support" or whatever customized message we set. Is this possible in Contact Center? Haven't found a way to do this.


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Need to understand if phone management is related to Zoom Contact Center

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 c... Show more

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!


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Creating a priority routing protocol

Trying to create a routing profile that will prioritize who will receive calls in a given ZCC queue. Set up the routing profile with multiple agents being given the highest priority (3) and then one agent at priority (2) and one agent at priority (1)... Show more

Trying to create a routing profile that will prioritize who will receive calls in a given ZCC queue. Set up the routing profile with multiple agents being given the highest priority (3) and then one agent at priority (2) and one agent at priority (1). When testing the agent set at priority 2 would be first dialed, then priority 3, and finally priority 1. The queue was set to longest idle. Trying to figure out why the queue set up did not seem to be actually following the routing profile. 


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Resolved! how do i connect smartermail with zoom email contact center

I want to setup smartermail on contact center management > preferences > email engagement > connect new email.

 

however, after i click on it, they only show through google or microsoft only.

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Editing the pool of Extensions assigned to new users

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 ... Show more

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


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