My team all work remotely and use contact center to take calls from clients- Is there a way to create a training program where we can take calls in a zoom meeting  using the contact center? We have not been able to figure out how to be in a zoom meeting, but be able to train on taking live calls. 

We were under the impression that we would be able to interact with voicemails left by first-time callers. The guidance we received was that the voicemail would appear in the ZCC and in addition to being able to assign, delete, download, and resolve, we would be able to add notes. This would allow our intake specialists to document that they'd attempted a call back and mark as "resolved" after attempting 3 times and not being able to make contact or having completed the intake. 

ChatGPT tells me there is a way to do this by ensuring the voicemail flow points to ZCC and not Zoom Phone, however, this doesn't seem to be doing the trick. I get Chat makes errors, btw, hence asking the question here.

Hi, 

Since Zoom Contact Center doesn’t allow transfers to unavailable agents, is there a way for agents who are marked unavailable for external calls to receive internal transfer calls from other agents?  For example, I have an agent who is unavailable due to wrapping up an extended call, but another agent would like to warm transfer a new call to them to handle next.   

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

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.

Boost your Zoom skills this October! Join our upcoming events to get your questions answered, discover productivity tips, and see what’s new—all in one month.

Check out the full lineup here:

September is packed with events designed to help you level up your Zoom knowledge, connect with experts, and explore what’s new.

Mark you calendars: