remote training with ZCC

[Stacy-H]

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. 

[SammySharma]

HI Satcy-H,

I believe you are trying to do screen share while answering the call from a customer and additionally, you are on a call with the Agent to whom you are training. You may try Coaching Mode or Whisper Mode for this requirement.
 You can use the following link for more details.
https://learn-zoom.us/show-me-min?search=whisper&sortorder=NAME%20AZ&category=

[TCS-DIR-CCaaS]

When you share your screen, be sure to enable "share sound" (right side column).   This will enable the ability for meeting viewers to hear the call as it is being received or made.