Contact Center

Good Morning,Our contact center people each have a personal line as well as using the contact center lines.  sometimes they may use their personal line for recorded calls with a customer.  The supervisor of the department wishes to be able to listen to the recordings from the personal lines, but when she goes in to Phone system management under the logs, she doesn't see the recordings.  She can see the recordings made from the contact center under contact center management.  does anyone know what access is needed for her to see the personal line recordings under phone system management?Thank you

I can't use the zoom desktop app for win11, but I can log in using the zoom web version or zoom mobile version.Error code 1132.I filed a complaint but have not received a response.I purchased Workplace Pro.Please speed up the processI doubt Zoom Corp is forcing people to buy the Pro plan in this way.

Dear Zoom Team,I am using a Zoom Workplace Pro account for my executive coaching platform, CXO Steps, where coaching sessions are conducted between coaches and coachees.However, I am facing an issue during the onboarding process of new coaches. When a coach is onboarded, they receive a message from Zoom stating that their personal Zoom account has been absorbed by the CXO Steps account, and they are transferred to our Zoom account. As a result, they get a refund for their personal Zoom account and become members of the CXO Steps account.I would like to find a solution where I can continue conducting coaching sessions seamlessly on Zoom without permanently transferring my coaches’ personal Zoom accounts to CXO Steps. Ideally, each coach should retain their personal Zoom account while being able to use Zoom for coaching sessions with CXO Steps, without any interruptions.Could you please guide me on how to achieve this or suggest an alternative approach for handling Zoom accounts for coac

Hello! We have our queue set to auto answer. Recently we have noticed calls being transferred from that queue to our overflow queue, and in the event details it appears the call is accepted and then our agent 'hangs up' shortly after acceptance. Luckily it goes to our overflow queue so we don't lose the call, but is this my agent doing that intentionally or is there a setting they could be triggering? Agent claims to not be doing it themselves. Is there a place we can track these 'hang ups' to see if its more than one agent doing it? 

I see Concurrent and Named agents can be mixed and matched, but I can't find pricing info on concurrent licensing. Where is that listed? 

I need to prerecord a voicemail message I can drop into a prospect's voicemail when they don't answer. How do I make this happen?

URGENT. NEED HELP.  Hello guys, so I supposed to sign in using SSO but instead I sign in using campus email that has the same domain for the SSO. My account got locked and now I can't claim the licensed Zoom from my campus. I can't submit a ticket because the plan is still basic even using my campus email. Can anyone help? I make a support ticket under wrong support because the technical support can't be reached if you are basic plan. Any advice for me? thanks.

Hundreds of calls every day are being added to our Dynamics CRM system with no other information besides 'voicemail added' and a link that does not work. They are all being created under my name since I did the integration. Zoom support says they  cannot turn this off and they cannot add more or correct information to it. This is extrememley unhelpful information and only bogging down our system.

Hi there, is someone able to assist me in changing the default ClickToCall from Zoom Phone to Zoom Contact Center, please? Currently, when we click on a number, it opens in Zoom Phone.We are hoping to change it so that when a number is clicked on, it opens in the Zoom Contact Center. Any help would be greatly appreciated. Thanks!

I receive an error when trying to login on my iPhone and only my ios device. I can login perfectly fine using the same credentials on the zoom browser on chrome and the desktop app. What is the issue? I am 100% certain the email and password are being entered correctly so it seems isolated to ios. 

Hello Zoomies Looking for your expert opinion!I am Zoom admin in my organisation , managing Zoom users , meeting, phone etc. Under the admin role we have Contact Center edit access already enabled and account also has Zoom CC Essential and Elite license.  However when I try accessing Contact Center Management option it hits the URL  "https://XXX.zoom.us/cci/index/admin#/without-license"   and  page says  "Access to this page requires a Zoom Contact Center license. Add yourself as a user to Contact Center to have permission for access and administration."I dont know which License is needed and how do I assign that license to me .  Any guidance is much appreciated. ThanksSanket

Does anyone know where to find AI reports for the following AI tools? Consumer sentiment for closed calls and agent talk metrics where it shows the talk speed on closed calls?

Hi! Looking for some support on this issue we had with one of our support agents. They were in a live call and midway through the call, the wrap up time prompt popped up, yet they were still active in the call. The wrap up also showed under their status so it was incorrectly marking them in wrap up time. Once the call ended the wrap up continued, marking them at over 20 minutes of wrap up when it was actually the phone call. Any advice on this would be greatly appreciated, thank you!

I often use the call centre in zoom's desktop app and webpage, I want to do the same on my iPad, but when opening zoom in chrome, safari on iPad, there is no call centre in it, and when accessing the webpage, the page loads as blank.Please let me know how can I use the call centre on my iPad say, at the moment I can only use remote desktop to do this.Thank you very much for any reply

We have started using scorecards and evaluations within the contact center. I have made it so that they need to be manually acknowledged. However, I do not see where the agent has the ability to view their score and acknowledge it on their end. Any articles out there that I missed on how to get this going?

I've tried to contact Zoom about this, but it's been a week and they aren't answering back.  We have our schools switched to Google Meet for now due to a warning sent out by Michigan State Police Cyber Command Center regarding security concerns involving Zoom. We have not heard any updates from MSP, and we have not heard anything from Zoom. Our users would like to get back to using their Zoom accounts for their meetings, but due to the sensitive nature of their communications, we are being very cautious. Anyone here have any updates regarding this Michigan Cyber Command Center warning about Zoom meetings? They have not released an update either.  Email Message From Michigan State Police:  From: Michigan Cyber Command Center (MC3)  Date: Fri, Mar 14, 2025, 11:23 AM Subject: TLP:CLEAR - MC3 Cyber Situational Awareness Message (SAM) – Major Security Concerns Involving Zoom To: Michigan Cyber Command Center (MC3)  TLP:CLEAR MC3 Cyber Situat

We have just licensed ZCC and do quite a bit of outbound calling. We use Windows machines and cannot get the click to call to default to calling via ZCC rather than Zoom phone.  Can anyone tell me exactly which registry item needs to be changed to handle this?  Or does anyone have another way to set the callto: default app as zoom contact center rather than zoom phone?  Without this capability, it is very cumbersome to call out - need to click + next to new outbound engagement>New Voice Call and then copy and paste/enter the number. This used to be a one click process for folks with zoom phone.  Any assistance is greatly appreciated!

Within Zoom Contact Center, is there a way an agent can view their live hold time to monitor how long they have someone on hold? A timer is available when transferring or conferencing, but nothing when they are simply on hold to research information. Is there a setting somewhere to have this display? 

We have an email queue we use in Call Center.  We have a vendor that wants to start sending us encrypted emails.  Is there a possibility to incorporate a S/MIME certificate into Zoom?

Get ready to explore, connect, and level up your Zoom experience! This month, we’re bringing you an exciting lineup of events designed to keep you ahead of the curve. From the latest feature updates to exclusive Q&A sessions with our experts, there’s something for everyone. Here's what's in store:  📅 April 2: Zoom Workplace Open Office Do you want to elevate your Zoom Meetings and maximize the value of Zoom’s comprehensive workplace solutions? Join us and get pro tips and maximize your investment! 📅 April 3: What’s New at Zoom? Stay in the know with our monthly update! We’ll unveil the newest features, tools, and enhancements, plus introduce our new Head of Global Customer Success.   📅 April 9: Zoom Phone Open Office  Optimize your call management, refine your setup, and gain actionable insights to enhance your workflow. Join this open forum to ask questions, explore best practices, and take your expertise to the next leve

Bonjour, Un des agents de mon entreprise rencontre un soucis avec zoom, quand celui ci change de bureau et donc perd la connexion réseau momentanément le temps de se déplacer, zoom refuse de se reconnecter automatiquement, le reste des applications en ligne fonctionnent parfaitement et le PC est bien connecté. Zoom a déjà été désinstaller puis réinstaller, la version est 6.2.49050. Cordialement Etienne

I am trying to understand the metrics on the voice queue summary report for ZCC. for example, what's the difference between offered and offers total. 

How is call forwarding handled when work from home?  Why does it ring to both the outbound number that is set and also on office desktop phone?  Please explain this function 

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?

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