Hello,

How can I configure notifications for calls coming inbound to a ZCC queue, so that the agents who are already in Occupied status (like in another call) can see there are calls waiting?

I know that in this scenario, with all agents Occupied, Overflow routing is triggered. But prior to initiating that Overflow, I'd love for the Occupied agents to see some sort of pop-up or etc. that says, "Hey, there's another call coming into this line right now!" At which point, they can terminate their current call to accept that new call, or they can at least know there is a call about to hit Overflow.

Seems like such a basic setting, but I can't find this one! Alerts on a queue won't suffice here, unless I am unknowingly using them incorrectly. This needs to be a real-time, "in your face" type of notification.

I appreciate your input! This is my first forum post. I don't know how active these pages are, but given my daily administration of these Zoom platforms, I'd love to get involved here.

Thanks so much.

Brad

Has anyone ever witnessed this issue before? Unfortunately there is no option to include screenshots, but in the Zoom Workplace, all my other tabs "meetings" "team chat" "phone" etc. are functioning except the "contact center". It seems to be stuck on the loading page, with "loading contact center" and the loading wheel. I've updated all system requirements, and my Mac version seems to be compatible, but no avail.

I have created an OAuth Provider and Named Credentials in salesforce, I am able to get voice call data from zoom contact center using Access Token, but my AccessToken gets expired after a one hour.

Error : -  {"code":124,"message":"Access token is expired."}

Request: -  System.HttpRequest[Endpoint=callout:Zoom_Credential/contact_center/voice_calls?from=2025-01-06T13%3A00%3A07Z&to=2025-01-07T13%3A00%3A07Z&page_size=100, Method=GET] 

Thanks

Hi all, I am working through the features of Call-Back in the Menu-based Interrupt. I am wondering how does it integrate with the agents in a queue? What come first? Does Call back place an agent in the queue in a reserved state while it calls back a client? When the client presses one to accept the call back, do they can transferred to the reserved agent? If the client doesn't press one, does the agent get reset back to the ready state for normal calls? What actually happens?

Is there a list of parity differences between PWA and Client for ZCX.   One major item I have discovered is when using custom variables which are configured to display on inbound notification - works as intended within the Zoom client, however in using Zoom PWA - no variable information will display.   

I confirmed that it is being passed as it is displayed in the custom variable section of the engagement tab.

Curious on how to resolved this, but even more curious of other functions not available through PWA.

Our team is running into an issue with agent schedule adherence. When we run the report it does not give us the opportunity to "fix" the historic information. We use this in scenarios such as a call runs long and the agent doesn't go on break at the right time. We wouldn't want to count this against the agent. The only solution we have found is to manually update their schedule for the prior day by using the Schedule adherence report. The problem with this on top of being time consuming, is the report tells us the agent is out of adherence and for how long, but not at what time the exception started. Does anyone have any advice on measuring this?

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.