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Important updates from Zoom Support:
  • Starting February 3, 2025, Zoom Phone customers must add their phone numbers to an approved 10DLC campaign in order to use SMS/MMS capabilities on their numbers.

  • Introducing more live support options! More Zoom customers now have access to live agent chat support. Sign in and visit our Contact Support page to see all your available support options. We’re here to help!

What is the Zoom Contact Center?

Zoom Contact Center and Virtual Agent is a product offering that brings omnichannel functionalities, like voice, video, and AI chatbot, to the consumer experience. Explore the Zoom Community's Recent Activity below to join the Contact Center conversation and connect with other members. If you're still looking for support, browse our Zoom Contact Center support articles or start a new discussion below!

Recent Activity

6 Capachas to sign up to a call

What an earth am I being asked to complete 6 capachas just to sign into a call ??

It started to piss me off, there is no call for this nonsense, 6 of them 

If you want people to use this site , knock this nonsense off 

How to receive verification codes from short numbers

Does anyone know if we're able to receive verification codes from 6 digits numbers (e.g., a bank) to our number on Zoom Contact Center? Flows and queues are already configured with this number as an entry point, really confused why it isn't appearing... Show more

Does anyone know if we're able to receive verification codes from 6 digits numbers (e.g., a bank) to our number on Zoom Contact Center? Flows and queues are already configured with this number as an entry point, really confused why it isn't appearing.


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After Most Recent Update Contact Center Cannot Merge Calls

Our business uses contact center for our intake calls. Part of our intake process requires merging calls so that one operator, the client on the phone, and a manager can be merged into the call. This used to be an option with a merge call button. Now... Show more

Our business uses contact center for our intake calls. Part of our intake process requires merging calls so that one operator, the client on the phone, and a manager can be merged into the call. This used to be an option with a merge call button. Now there is only an add call button where the only options are to warm/cold transfer instead of merging the call. Has anyone found a setting or work around for this? 


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Resolved! Contact Centre Supervisor Assist

Hi all, I read the June Update notices and discovered an AI update to ZOOM regarding supervisors in the Contact Centre environment being able to undertake Automated QA using AI within Zoom. I cannot find any specific guides for this and seeking if an... Show more

Hi all, 

I read the June Update notices and discovered an AI update to ZOOM regarding supervisors in the Contact Centre environment being able to undertake Automated QA using AI within Zoom.

 

I cannot find any specific guides for this and seeking if anyone is using this and if it is valuable.

Sounds amazing if it works.

 

Regards

 

Greg


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Not-Ready Forced

We have noticed a few of our accounts, under the "Contact Center" have been showing up as "Not Ready Forced" for their status, but we have that setting turned off under preferences. Does anyone know why this would be happening? 

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How to access the contact centre API's using free signing

How to access the contact centre API's using free signing

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Contact center recordind functionality for AML/KYC

To do compliance calls (CDD) according to the regulations of many countries bank has to record video calls. In Zoom contact center recording is only one talking person. This functionality does not allow to recording of customer documents when he/she ... Show more

To do compliance calls (CDD) according to the regulations of many countries bank has to record video calls. In Zoom contact center recording is only one talking person. This functionality does not allow to recording of customer documents when he/she silently demonstrates them to the agent.  Is there any possibility of adding this functionality in the roadmap to make Zoom contact center compliant with AML/KYC regulations?


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ZCC Reporting

I need to build a subscription report for call details (call count, average hold, average call duration, etc.) in our Contact Center to report on calls during certain time of the day. Mainly Monday-Friday 5pm till 7am and all-day on the weekends. I c... Show more

I need to build a subscription report for call details (call count, average hold, average call duration, etc.) in our Contact Center to report on calls during certain time of the day. Mainly Monday-Friday 5pm till 7am and all-day on the weekends. I can't seem to find a way to select times and the stats we need. 

 

Any advice?


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Webhook events are not emitted in correct order in few cases

We rely on webhook events to derive the number of calls waiting in the queue and show that information live as part of our dashboard.However, on 11th September, we encountered a strange issue: the events were not emitted in order, resulting in incorr... Show more

We rely on webhook events to derive the number of calls waiting in the queue and show that information live as part of our dashboard.
However, on 11th September, we encountered a strange issue: the events were not emitted in order, resulting in incorrect calls waiting in the queue.

 

Please refer to the below events with the engagement ID. The timestamp is in PST.

  1. In this case, canceled event was emitted before the created event. How can task cancelled event be emitted before the task created event? The difference is 25 mins.
    contact_center.task_canceled, engagementID - -swBjBayTY6qn-nrSyP98A, queue - <queue_name> {"timestamp":"2024-09-11 09:22:53"}

contact_center.task_created, engagementID - -swBjBayTY6qn-nrSyP98A, queue - <queue_name> {"timestamp":"2024-09-11 09:47:53"}

2. In this case, the call was an outbound call. We received engagement started event 25 mins after the task created/reservation accepted event. Why was the engagement started event emitted at the start of the engagement?
contact_center.task_reservation_accepted, engagementID - bcwqoBh3SFKJQftnwRbSkQ, queue - <queue_name> {"timestamp":"2024-09-11 09:32:26"}

contact_center.task_created, engagementID - bcwqoBh3SFKJQftnwRbSkQ, queue - <queue_name> {"timestamp":"2024-09-11 09:32:27"}

contact_center.engagement_started, engagementID - bcwqoBh3SFKJQftnwRbSkQ

{"timestamp":"2024-09-11 09:57:32"}


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Question about identification

Hello, I am writing to see if you can help me or if I have already implemented it for someone, I would be interested in placing the link to launch the meeting at the contact center in always adding the name of the company instead of customer, does an... Show more
 

Hello, I am writing to see if you can help me or if I have already implemented it for someone, I would be interested in placing the link to launch the meeting at the contact center in always adding the name of the company instead of customer, does anyone know how I can do it?

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