Contact Center

Hi All - We are new to the Zoom the Call Center platform and seeing that our call and messaging transfers are not taking a higher priority in queue than a new call to the queue.  On our previous platform we could set that a transfer called with take a higher priority over a new incoming call.   This provides the customer a better experience since they have already been waiting in the previous queue.  

안녕하세요, Zoom 고객센터 담당자님.저는  계정을 사용 중이며, 최근 Zoom 구독 요금제에 대해 환불을 요청드립니다.해당 결제는 2026년 1월 4일 새벽 이루어졌으며, 의도치 않게 자동 갱신되었습니다.현재 계정에서 해지한 상태이며, 아직 사용하지 않은 점을 고려하여 환불을 요청드립니다.필요한 추가 정보가 있다면 언제든지 알려주시기 바랍니다.감사합니다.

Happy New Year, Zoom Community! 🎆🎉 Ready to start the year strong and get even more value from your Zoom investment? Our January Customer Success Live Sessions are here to help you do just that.   💡 Why attend? Each session helps you: Build deeper product knowledge Troubleshoot challenges in real time Discover new ways to improve productivity and collaboration 📅 January Lineup   👉 January 7 – Zoom Workplace Open OfficeYour first stop of the year! Get hands-on guidance, ask questions, and learn tips to streamline collaboration with Zoom Workplace (Meetings + Productivity solutions).   👉 January 14 – Zoom Phone Open OfficeDeep dive into Zoom Phone features, configurations, and real-world use cases with our product experts.   👉 January 15 – What’s New at Zoom Don’t miss this highlight session! Explore Zoom’s latest innovations and feature releases from the past two months, including what’s

Hello,I am currently using a subscription plan that renews on October 16, 2026. I have already requested to cancel this subscription.I would like to pay only for the charges incurred up until December, and since I have requested cancellation, I would like to ensure that no charges are billed from January onward.For your reference, the annual cost of the plan is KRW 223,700, and I am currently being charged KRW 18,641 per month.Please confirm that the subscription will be terminated accordingly and that no further charges will be applied after December.Thank you for your assistance.Best regards,

I am new to Zoom Contact Center. When I design an IVR Flow and try to send data to a CRM system using the HTTP Call widget, I face an issue.When I send Digit input collected from the caller, the data is sent successfully. However, when I try to send other values such as Caller ID, Caller Number, or Callee Number, the data is empty and not passed to the CRM.This usually happens because those call-related values are not automatically available to the HTTP Call widget unless they are explicitly mapped or stored in variables earlier in the flow.

Hi everyone,I’m working with Zoom Contact Center and building an IVR flow that sends data to an external CRM using the HTTP Call widget.Digit input collected from the caller is sent successfully, but I’m having trouble passing caller-related details like caller ID, ANI, or called number. These values either come through empty or are not included in the payload.I wanted to ask:Are caller metadata fields available by default in the HTTP Call widget?Do they see explicit mapping or assignment to variables earlier in the flow?Is there a recommended way to capture and pass these values reliably?If anyone has handled this before or can point me to the right approach, I’d appreciate the guidance.Thanks in advance.

I am using an individual Zoom account (not managed by an organization). When I try to enable virtual backgrounds in the Zoom app, the option is blocked or grayed out on the Zoom website, even though you are the account owner. I have already:Checked and confirmed all account-level and group-level settings for virtual backgrounds.Verified that your device supports virtual backgrounds (since it works with your personal account).Signed out and back in, and reinstalled the Zoom app.Ensured you are not signed in with multiple accounts.Confirmed your account is not managed by an organization or IT team.Despite these steps, the virtual background setting remains blocked and cannot be enabled.

HiIs there a way to have multiple phone nos (Mobile/Work/Home) for a employee in the Address Book but be able to hide public view of the numbers? We want the HR Agents (having access to the queue/Contact Center) to be able to see all the phone numbers/details but not for the numbers to be visible to people outside the Contact Center. Is this possible to be done?Ramki

Good evening,I have no more access to my original e-mail address used to create my ZOOM account! Therefore, I have no access to my zoom account while I have paid my bill (see the attached proof of payment).Could you please help me to access to my account?With thanks,Nkunzi

I purchased Zoom Business, having previously been using Zoom Pro. The reason for upgrading was my understanding that we could use one paid account for two meetings simultaneously, but after using it, this proved incorrect. Therefore, I want to revert to a Pro account.

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Has anyone seen the ability from a CRM to trigger an SMS flow to trigger sending an SMS? Could this be done with a script?

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 manage multiple call queues and trying to find a way to have a dashboard to monitor volumes, wait times, svc level and who is logged in and out for all queues in 1 location. I went to the Zoom Learning Center and the first lesson tells me to open the Zoom Desktop Client and select the Zoom Contact Center Icon at the top menu.  I don't have that icon.  I downloaded the most current update and still not there. What am I missing?

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. 

Hello!  We've been on zoom phone and zoom contact center since January of 2024. We have our main line number in our contact center. We have dial by name enabled in our zoom phone system, but our main line number lives in zoom contact center. I'm trying to figure out how to add the dial by name / dial by extention option into the contact center flow for our reception number. All the topics I'm seeing on this concern zoom phone.  I was able to hobble a solution together by having the caller choose dial by name in the contact center, then having it exit to an outbound number that lives in zoom phone where I enabled the dial by name. BUT it's very clunkly (two separate greetings saying the same thing). We just recently discovered this issue and are trying to fix it ASAP! Thanks.

Hello, I'd like to rename the "Inbound Longest Live Waiting Duration" widget and a couple other widgets on one of our wallboards, but I haven't found any documentation outlining the steps to do so.  I am looking for documentation for both Contact Center Legacy and CX Analytics please.  Any insight would be appreciated. Thank you!

Good afternoon, My employee is stating a candidate was on zoom per the email she received stating candidate was in the meeting room, but she is stating the candidate was not appearing in her zoom account. Please let me know how we can trouble shoot. Thank you.

Hello, My company is about to go live with Zoom. We are on track for day 1 contact center flows.We would like to implement an authentication layer to verify callers against D365 contact values before they get routed to a human agent who will get a case pop.We have a D365 dev who has published apis and they work fine. I have used these apis in the past with other tools that make use of the api schema such as n8n webhooks and postman. I have noticed that the call using json body parameters works as expected, only if I reference the collect input widget directly. (eg. Collect_SiteID.digits). If I try and reference a set variable path, the value is not passed the http call.This is not an issue at the moment as we will only go live with the non human authentication layer in Jan 2026 at the earliest and I can get it to work. Zoom's documentation seems to suggest you can pass in variables. Why else would they be there? Is there any end to end resource that rinses this process. For exampl

Hello, Is there a way to run reports on Sentiment - across queues for example. We're being asked to investigate this and so far I can't find anything at all. I want to be careful that I am not missing something. Thanks in advance

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 Center2. Zoom Contact Center IVR routes the call to the third party AI Agent using SIP/TLS with UUI/X-headers for metadata3. 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

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

Client is asking when the feature update in Zoom to allow WFM with Read Only access?

We are currently configuring Zoom Workforce Management (WFM) to manage phone shift schedules. Our employees use Outlook to block off times when they are unavailable—such as PTO, client meetings, or personal appointments.We’re looking for a way to integrate Outlook with Zoom so that WFM can automatically schedule phone shifts around each employee’s existing availability in Outlook. Ideally, Zoom would read their calendar availability, assign shifts accordingly, and then push those scheduled shifts back into Outlook.Has anyone successfully implemented this type of integration? We’re hoping to avoid requiring employees to enter availability in multiple systems and would prefer to keep Outlook as the central tool for managing personal and meeting schedules.Any insights or best practices would be greatly appreciated!

Hello, We have agent sub status codes setup and I see that these codes are reported as Not Ready and impact our occupancy %. I am wondering if there is a way to customize the report to include/exclude certain sub status codes. Thank you,