Contact Center

We are looking to use the Redact Personal Data feature in Zoom, but it doesn't seem this works for CVV and expiration date. Has anyone else had this issue and have you found anything that works?

Happy New Year! 🎉 We’re kicking off 2025 with these key sessions designed to elevate your skills and keep you ahead of the curve. Don’t miss out on these valuable opportunities—register now and get ready to start the year strong. See you there!   January 9 - What's New at Zoom - Nov/Dec 2024 - Register Here Stay ahead in the fast-paced world of digital communication! Join us to explore the latest features, updates, and innovations Zoom has to offer. Whether you're a Zoom pro or just starting out, our expert hosts will walk you through new tools, from enhanced collaboration features to cutting-edge security enhancements. Get insights to optimize your Zoom usage, boost productivity, ask questions, share feedback, and connect with fellow Zoom enthusiasts.     January 15 - Zoom Workplace Open Office - Register Here An engaging and interactive event designed to showcase how Zoom’s tools can transform your workplace into a seamless and productive environment. This even

We're currently in the process of testing the Zoom Contact Center Softphone UI for ServiceNow Operations Workspace.Currently we use Zoom Contact Center client and can identify who is logged into the same queue and who is set to ready, not ready, on a call, etc...Is there a feature within the Softphone UI that shows the mentioned above? It would be beneficial to see who is in the queue with you in case it gets busy, or you need to step away. If you're organization has a similar setup please share your experience and how you're getting around not having this information visible. 

I am having issues connecting Zoom to my new go high level account. It says it is connected to my old account, but that account is no longer active. I have tried deleting lead connector and redoing it and still nothing. 

What I have experienced is that when I import users into Contact Center, I set the Region to Australia, however the Country/Region remains unchanged as "United States (+1)". This is a problem when importing a large number of users as I have to go back and visit each one and reset the Country/Region to "Australia (+61)". Here are the import headers available to me: Email,First Name,Last Name, Role,Package,Add-ons,Client Integration,Agent Queues,Supervisor Queues,Skills,Region,Voice and Video Engagement Capacity,Maximum Concurrent Messaging Engagements,Messaging Load to Accept Calls,User Access. Is there an undocumented header for Country/Region that I can add to the csv file and set it contents to "Australia (+61)"?

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.

Hello all,We are implementing ZCC Chat campaign. We would like to hide the chat widget on the web-site, when the call-center is closed (out of hours) or provide an alternate form to collect the customer's detail and submit. Please share your thoughts on how we could achieve this. Thanks.

Anyone can refer a freelancer in Latam a power user of Zoom Contact Center who can help us with a few projects? We r seeking someone to deliver fast prototyping and dev work when it comes to deploying IVR - Virtual Assistant and reporting needs. Any leads will be appreciated. 

Good day,I am new to Zoom Contact Center as we migrated over from another platform. I am learning things as I create flows and so far I am liking what I am seeing.I am trying to set up call routing based on inbound DNIS. These calls don't get routed to agents but to voicemail boxes.  It is an internal messaging system that would send a voicemail transcription to my email. It is something that I am building to learn the features of ZCC. I've set up the inboxes that I need in ZCC and set up the email routing.My flow has two entry points. In my previous platform, I would use a condition widget that would "listen" for the DNIS and then route the call to the appropriate branch.My flow in ZCC is configured as follows:Start widget which has two entry points. The entry points represent Country A and Country B. This connects to a Condition widget.Condition widgetSettings tab, the type is set to Variable and the Variable is set to DNIS.Exits tab - Exit 1Variable Condition is set to Equal to

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Hi Zoom Community 👋   Zoom has announced updates to IP subnet ranges and network configurations for various services. New and updated IPv4 ranges have been added for Zoom Phone and Zoom Contact Center, with specific ranges for HTTP Call Widget requests in the Flow Editor. Additionally, one IP range (16.63.29.0/24) has been removed from Zoom Meeting and Cloud Room Connector services due to migration to larger contiguous ranges. Network administrators should update firewall and network rules to accommodate these changes. Zoom has also introduced new URLs for client certificate validation, which should be added to network configurations.   US01 outbound (NAT Gateway EIP): Jan 3 2025 5:00PM PST This change will modify Zoom initial connections for ZP/ZCX from existing NAT gateway IP to BYOIP subnets. There is no expected impact or actions for Zoom customers. However, we wanted to notify you all of this change. Please be sure to follow our network firewall page to do n

We need your guidance in defining the precise condition that determines whether a call is transferred and answered by third-party call center.Previously, after discussing with Zoom POC, we decided to rely on the contact_center.engagement_ended webhook. In the payload, we checked the flow_name == ExternalTransfer condition and derived whether the call was transferred and answered by third-party call center.However, we’ve recently observed a few cases where the above condition was met, but the call wasn’t actually transferred to the third-party center. This is leading to incorrect third-party transfer counts being displayed as part of our various dashboards.Could you please help us determine the exact condition we should monitor to confirm if the call is successfully transferred and answered by the third-party center?

Hello, I'm wondering if I'm just not seeing this or if it exists.I'm creating a Wallboard view, and I want to be able to see agents that are opted-in/out of a queue.  So for example, if I'm looking at a specific Voice Queue, and I'm looking at Agent Availability details, I can see Agents that are marked Ready (regardless if they are actually opted-in to this Voice Queue). So at quick glance it may appear that I have 3 Agents ready.... but not calls are being answered because the agents are actually opted-out of the queue itself. Anyone else run into this and have a solution? (Did I just not see the wallboard widget I need for this?) Thanks!

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?

Hello, Running a Webchat campaign (not exactly a campaign but its the only way to get the welcome screen). On the welcome screen I am capturing the customers first name, email and language selection.We only need 2 languages (English and French) but the drop down list provided has way more than that. Which means right now I have to create a catch-all in the flow for any selection outside of those 2 that then requires users to select their language again (this time from a shorter list of buttons that I created). The whole point of the Welcome screen is to save on some of those nested clicks and capture some relevant information into variables right from the get-go.  Is there any way to customize that list of languages that Zoom auto-populates?

We are US based call-center and want to implement callback option for callers when they are waiting in the Queue. We notice that ZCC uses 11-digits 1xxxyyyzzzz when accepting caller's phone number for the purposes of callback. Is there a way to use only the 10-digits (excluding 1)? Since it could be confusing when callers want the callback on a different number.

What is the Contained calls. 

Hello,Is anyone actively utilizing some sort of "emergency mode" for their contact center queues or know the best approach for certain situations?We have situations where our HQ may need to evacuate the building, or a power/network outage takes place and wanted to find out the best way to handle that when no agents are available for incoming calls.I'm hoping the best option is not to have them all go to "Not Ready", but if it is then what is the best way to change the overflow/voicemail option quickly without logging in and managing each queue.Thank you!

Is there a way where a training agent could be setup to automatically join all calls coming into a specific queue? I understand that this could be done through monitoring but the customer wants to automate this when they are onboarding new agents.

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. 

My CC is used for incoming and outgoing calls as well as a call center entry point to get ahold of my agents. I also use Zoom phone for another tier of agents who perform similar duties and contact the same clients.  When my agents call from Zoom Phone, the outbound caller ID is set to the main company number.  Is there a way to set the exit point for contact center outgoing calls to match that same company number so that our clients see a consistent number across both platforms?  In CC Management > Phone numbers I cannot include the main company number as it's assigned. 

Is it possible to add a note to a NOT READY code?    Use Case:  Agent needs to go into a not ready to handle an in person customer.  Is it possible that they could add a note to their not ready state with context of the interaction with the in person customer?

I anticipate needing to create many queues over the coming year.Is there a limit to the number of queues that can be created?  

Hi I'm running the latest version of Zoom. When I first logged in, the Contact centre button was visable and then I clicked on whiteboard icon. As soon as I did that the contact centre icon disappears and there is no way to get it back. I have logged out and in and even uninstall and reinstall the app without any luck. Is anyone else experiencing this issue? Ignore, this seems to be an license issue.

I am trying to configure the interruptible message within a call flow: Example"We apologize for the delay, Press 1 to leave a voicemail or press 2 to continue to hold for the next available representative."