Where is this Contact Center Management ?

[ET198]

I am trying to find the so called Contact Center Management , can someone please tell me where it is?

Thank you!

[Vinnie]

Hello @ET198 The "Contact Center Management" should be on the left menu un der "ADMIN"; ZCC can be deployed independently so there are no dependencies with the Zoom Core Services so even if you are a Super Admin, you won't see that Management option unless you are added as a user into it; if you have ZCC in your account and you don't see the ZCC Management, I suspect is because you haven't been added to it, so whoever gets configured as the first ZCC Admin/User should be able to add you: It will use a ZCC license. See the screenshot below showing where it should show and how it looks like:

From your screenshot, it sems you might also have the Zoom Virtual Agent, and if you a ZVA Administrator, you should be able to see the Virtual Admin Management in the left menu as well.

Let me know if this was the reason. Mark as Solution if it helped answering your question.

Vinnie

[ET198]

Hi Vinnie, 

thank you for your reply. 

As you can see in my screen capture. I do not have this option listed.  

Zoom has a really bad user interface, AI is poorly trained, and instructions are also not well organized.  

= (

[Vinnie]

I have a question: Have you been added as a User with an Admin License into the Zoom Contact Center? If not, you won't see that in your Zoom Portal Management interface. Any current ZCC Admin can add you and give you the necessary role for that.

Maybe this is not the answer you were expecting, but if you look at the documentation, it says you need a ZCC Admin License in order to access/manage  it: 

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0059507 

After you have been added and given a license...you will see that in your regular Zoom Portal Management interface.

Kind regards,

If this responded your question, please mark as (Accept as Solution).

Vinnie

You need to be added to that ZCC

[Vinnie]

Hello @ET198 

Did you get somebody to add you as User/Admin into the ZCC so you could see the option to get in and manage it?

Vinnie

[elliotmorgan]

Could you clarify which contact center management platform you're referring to? Are you looking for a specific feature within a software like Zendesk, Five9, or Genesys, or are you asking about a general contact center management solution?

[elliotmorgan]

Could you clarify which contact center management platform you're referring to? Are you looking for a specific feature within a software like Zendesk, Five9, or Genesys, or are you asking about a general contact center management solution?

[Vinnie]

Since the post is in the Zoom Community, I assume (hopefully correctly) you are talking about Zoom Contact Center (ZCC), and from the Zoom Virtual Agent answer, I assume you need/want to see some Call recording(s) done within the ZCC Service:

1) I assume you have purchased ZCC Service and you need access to it, but you don't see the ZCC Management in your Zoom portal, and that is what you want to resolve.

2) From my previous screenshot (and the new one below) I am showing you what the "Zoom Contact Center > Logs" looks like in your Zoom Portal. 

3) 👉 In order for you to see that option in your Zoom Portal, 🏁 you need to be explicitly added as a "Zoom Contact Center User" inside that ZCC Portal; ℹ️ ✴️ Only an existing ZCC Admin user can see and add other users (including you) so they can also see that "ZCC Management " option in their Zoom Portal. And you need an available ZCC License to allocate to a user as far as I know.