On the latest version of Zoom Workplace app, using a Lenovo workstation, and Yealink WH 64 wireless headset.  Mostly it seems to work ok then for no reason calls will come in and when answered there is no audio.  Keep the sound app open on another screen when this happens the mic appears dead.  No moving of the volume as I speak.  When I use in another app headset works fine.  Then for no reason I can find the calls start working again. This happens intermittently, a reboot sometimes fixes sometimes not.  I uninstalled and reinstalled the application, changes headsets, next is to try a new computer.  anyone else have this issues or a solution? 

I am looking to contact Zoom Contact Center to a third party AI Agent over SIP/TLS (SRTP). Below is what I am looking for, is there documentation on how to set this up or what is possible? 

1. The Call comes into Zoom Contact Center

2. Zoom Contact Center IVR routes the call to the third party AI Agent using SIP/TLS with UUI/X-headers for metadata

3. Ideally, Zoom Contact Center IVR can retain control over the call, so when the AI Agent "leg" end the call, it can return to the Zoom IVR for further routing (i.e. to a human agent for example).

4. Zoom Contact Center exposes an API end-point  the AI Agent can use, to update the metadata of the interaction so the Zoom IVR can use that metadata to route the call appropriately, i.e. to a specific queue for example.

Note: If the Zoom Contact center IVR cannot retain control over the call when it is passed to the third party AI Agent, can a SIP REFER w/UUI or X-headers be used to transfer the call back to Zoom for human agent handoff?

Hi,

I had always understood that Zoom Contact Center (Voice) could be configured to only show history (call summaries) from the same contact team. So for example, anyone contacting Team A can see only see other call summaries from Team A. They wouldn't be able to see that the caller had recently also spoken to Teams E, G and H, or view the summaries from those calls.

However, we have just found that the above is NOT the case at all which is causing some concern. Team A can see the history of interactions with Teams B, C, E etc and read the call summaries which is a real data privacy concern.

Have we misunderstood something? Has something in Zoom been changed?

Regards

We are setting up an email channel flow for Zoom Contact Center.  I would like to auto-populate the assigned agents name in the outbound email signature, rather than have each agent have their own signature or just one generic outbound signature.

I have a signature template saved into the Asset Library, but when I use the insert variable option in the template design, I cannot find the appropriate variable to use to pull in the current agents name on the engagement into that outbound signature.  I also tried the dynamic variable but to no avail.  

Anyone else try to dynamically populate the agents full name on an outbound signature template?  Not sure what I am missing and as of now support doesn't seem to have an answer.

Thanks!

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

Hello.

I am reaching out to raise a concern about certain activity observed in Zoom rooms that indicates the presence of illegal content involving minors.

Some users are making requests and using language that suggests illegal sexualizes activity involving minors. Iam requesting the ability to help remove participants engaging in such behavior, to help protect other uses and ensure compliance with legal obligations regarding CSAM.

Thank you for your attention and guidance on this matter.

I'm curious to see if the community has any feedback on this:
We've had complaints about users not being able to get past the menu. We've entered tickets to Zoom but their data shows that the users never presseda menu option. However, the users claim that they did. 

In an effort to lose those users, we updated the call flow to make sure the call goes to  voicemail for the team to monitor. 
Doing this has inundated us with voicemails with dead air. There's roughly 60+ voicemails on a given day.

What can we do to better handle this and avoid the unneeded extra noise?

Hey everyone,
My work revolves around answering inbound calls and doing outbound on ZCC which I typically do via the Zoom Desktop App. However, in preparation to work remotely soon, I tried using the Zoom Web App on Chrome on my Tablet (Huawei Matepad); as ZCC is not in the Mobile App, which has previously worked a few months ago.

Testing the speaker and mic settings worked fine but whenever a call comes in, I am unable to hear the customer nor speak to them; the automated transcript also fails to register anything. At first I thought it just had to do with the tablet but when I tried using the Web App on my desktop (the same one I typically work on via Zoom Desktop App) the same issue persists.

Tl;dr:
Unable to hear customer nor speak to them on ZCC via Web App. Tried on both Tablet and Desktop where speaker and mic is detected properly in the settings.

Any ideas on how to resolve this issue? (Tried updating chrome, restarting tablet, etc.)

Is there a feature/function in Zoom where the transcript from chat (web) in contact center that will automatically bring the transcript into a task or Zoom Session history record? 

All of the help articles I am finding all speak about Meeting chat and that's not what we are looking.  We need to transcript from the chat to come back into Salesforce so we have record of what was talked about - and are able to view the history of that conversation. 

I've just spoken to support and already submitted feedback/feature request on this topic.

We are new to Zoom, my users use the Zoom Workplace desktop client, specificially the chat function of ZCC to serve our clients. 

Adjusting the font size (Settings > Accessibility > chat display size) only changes the font size in Team Chat, but not ZCC.

• As a workaround, we adjusted the user's screen scale up to 125% from 100%. 
• The other fix for this is to use the Web App version where the font size is controlled by the browser. The preference is for our staff to use the desktop app.