Contact Center

Five9 had this really cool feature where you can set an "agent whisper" which would be an audio notification of which call queue a call was coming in on. For instance, if staff are answering three different lines, the phone would ring to the agent and would audibly say "Customer Support" or whatever customized message we set. Is this possible in Contact Center? Haven't found a way to do this.

Hello Everyone, I just need to understand if Phone Management is required to operate Zoom COntact Center in any way. What i understand is that if you have a global phone assigned to Call Queue/Auto Attendant the system itself manages the routing of call and Phone assignment to individual users are not required in any way. Can someone confirm. Thanks in Advance!

I want to setup smartermail on contact center management > preferences > email engagement > connect new email. however, after i click on it, they only show through google or microsoft only.

Hi im trying to edit the pool of Extensions which gets assigned to new users.in particular, which range it chooses from, as i cant see the setting.And whether there is a setting where it can go back and reassign an extension which is free as opposed to working its way up the pool of available extensions.ThanksMichael

Is there a report in the Zoom Contact Center that tracks agents time as a time clock?  For example, if an agent logs into a campaign and logs out the platform tracks agent's activity.  Talk time, wrap up time, etc. 

Hello, I have a Zoom Livetrak L-12 mixer. I plugged it into my PC as an Audio Interface (switch on the rear panel of the mixer). I have installed the correct drivers for Windows 10. The operating system recognizes the hardware correctly. When I select USB channel 1-2 on L-12 (the backlight comes on), the mixer plays music from the computer correctly. When I turn off USB 1-2 and turn on USB 3-4 (the backlight comes on), the signal from the computer does not reach the mixer. The analog inputs of channel 11-12 (i.e. USB 3-4) work properly. Could there be any damage to the digital USB 3-4 input? How can I check this? I reinstalled the drivers and checked the situation on several different computers. It's the same everywhere.

Three of my agents this evening could no longer make outbound calls in Contact Center.  The option in the lower left is greyed out.  One agent reported a message that " (user) is not in the queues with outbound settings available".  The users are in a queue with outbound call settings so I'm confused.Our office hours ended at 5pm but that's never been an issue with making outbound calls before.

Hi Team - Since I have understood that Zoom CC has 3 different licenses flavors ( Essential , Premium , Elite) can you provide me the link to access the details of what is included in license bundle. Regards

Good morning all, new to Zoom phone and Contact Center. We have integrated with Salesforce. As I understand it, for calls to be logged in Contact Center, they must be made and/or answered from within Contact Center in Salesforce. All OK so far...except...when calls come in, the call answer window pops up in both Contact Center in Salesforce and in the desktop app. (see attached screenshot) How do we prevent this? I think this will be very confusing to our client services people and will result in calls not being logged in Contact Center because they got answered in the desktop app. When client services is logge dinto the queue, I only want the call to pop up in the Contact Center app in Salesforce. Thanks in advance!Steve 

Hi, We are having an issue where contact center agents are not putting themselves back into the "Ready" state once their wrap up time is over.  I see a setting in the queue:Wrap up Expiration - Auto-close engagements at the end of wrap-up duractionAdd at least one disposition to enable this setting.In all of the literature I have reviewed, I am not understanding why adding a disposition has anything to do w/ enabling wrap up to auto expire. We don't need anything thing else re a disposition (reminders to follow up with caller, notes on the call as we have another place for that) - I don't know how to proceed so we can toggle Auto Wrap Up Expiration to "On". Do we add any old disposition, that we don't really need, just to be able to toggle that setting to "on"?Would love to hear whether anyone else has run into this and, if so, if you could please share your insights and/or workaround, that would help immensely. Thank you.Molly

Video interactions initiated via Contact Center to a support agent on a Mac have no options for a virtual background.While there are numerous references to checking your chipset, whether intel or mac, the line 'Note: Virtual background for Zoom Contact Center is not supported on MacOS... is buried pretty well. Moreover, it does a poor job of defining that it means there are ZERO options for background, including blur and virtual background (alternates between using virtual background to mean all backgrounds, or specifically image/video).This is a monumental feature failing in my opinion, exacerbated by poor documentation distinguishing the different experience between zoom calls (check your cpu to use backgrounds) and call center (you are out of luck and can never use a background). 

When I am not on the call. No one can come on. I have change to setting in Admin to all people to come on when the host is not on. But the page in personal settings is blank and will not allow me to change the setting there to allow people on the call with no host.

I have a ZVA chatbot connected with a Domain, Flow, Intents, etc. but the intents are not coachable. I have no idea what I'm doing wrong, but I uploaded 20 training phases and they do not show under the 'Coach' tab. Fortunately for me, I'm not able to upload images! As far as I can tell, everything is connected correctly and they should be showing. I can choose the correct Domain and Intent from the drop-down, but nothing populates. If I can't use my training phases, what exactly is the point of them? I've read the docs at least 5 times by now and they don't point in any specific direction as to why this is happening. 

We’ve recently on boarded with Zoom for our call center operations. Our office phones are programmed to deactivate at 5pm daily. Post this time, we have a team of four dedicated support staff who are responsible for handling after-hours calls. However, we’re encountering challenges in routing these calls directly to our personal cell phones or the Zoom app on our mobile devices. Despite the apparent ubiquity of this feature, we’ve been informed that it’s not possible. Is there anyone who can provide insight into this matter?Additionally, it seems counterintuitive that our call center staff must manually indicate their availability by selecting ‘READY’. Intuitively, one would expect the phones to automatically be set to ready status during designated business hours. We would greatly appreciate any guidance on these matters, as it’s hard to imagine that we’re the only company facing such issues.

I'm new to this, and trying to follow a training guide.  I built the flow for a web chat client.  I have connected a domain (an extra one I use for testing) to the Zoom account, and verified it.  I created the entry point, and then added the entry point to the flow.   I took the java script it created, and embedded it in a simple web page on a web server here on my LAN.  Since the domain involved doesn't currently have any machines in it, I just added an entry for the domain to my windows host file and pointed it at the server. Opened a browser, and there is the chat button.  I push the button, and it asks me for my nickname and e mail (I'm assuming it does this by default as this isn't part of my script), and hit submit.  The client comes back with the following completely unhelpful error:   Failed to login: The subdomain URL is not connecting. Manage subdomains in Contact Center preferences. I don't understand.  Th

how do I unlink my zoom account from any old crms? I am trying to link a new agent crm but it says its already linked. I cannot remove it through the old crm either. TYIA

Our ServiceNow team has the Zoom Contact Center plugin installed and we have Zoom configured for ITSM (Integrations -> Channel Setup -> Voice Channel). Within the Zoom Contact Center module in ServiceNow, there is a 'Phone Logs' table they would like to populate; primarily for the purpose of obtaining which phone queue/current queue the call originates from per ServiceNow Interaction record. Can anybody explain how that table gets populated within ServiceNow by Zoom? Is there something custom that needs to be configured within either platform? 

This question has been moved to the billing section since it is related to account billing activities.

Does anyone know if there is a way to allow our agents to use the "saved reply" under the "agent assets" section for outbound SMS engagements? I am specifically referring to when an agent initiates the outbound SMS engagement. Currently, the only way to use the "agent assets"  "saved replies"  is in response to an incoming message. Would be nice to have these available for the agent to start the SMS engagement. 

Hello. We have a ZCC for service calls and dispatch.Occasionally, the manager of a service tech would like to hear the recording of the ZCC call from the customer.I cannot find a way in the software to share or download a recoding from an event. I tried a couple of different search terms, but everything seems to documented around meetings and phone.Has anyone found a way to share a recording (we record audio only) with a manager who has a zoom phone license, but not a ZCC license? Than you any guidence.Keith Budurka

We are trying to set up a group number that can receive texts and calls that multiple people can access from their zoom.  I'm struggling to figure out a solution.  I can set up a new user but then that involves signing into the other account and that isn't going to work.  It would be best if it was possible to have a chat or phone show up with its own phone number that multiple people can access.  Any ideas?  

I have restarted my computer and cleared my cookies, refreshes the page multiple times but when I try to go to my contact Requests it says "Loading error, please try again" I have refreshed it multiple times, I receive notifications for the contact Requests, but I cant view them on the app because it will not load, even after I refresh. 

I completed a call and the Wrap up does not give me the survey option and has been stuck in place, not allowing me to go active again. I have restarted the Desktop App multiple times, along with restarting MAC, I also uninstalled and reinstalled the App. Any suggestions? 

Any Financial Institutions using the Contact Center and Virtual assistant Zoom services? Curious on whether it meets compliance requirements and how you are using Chat/Virtual assistant within your environment. 

"Since the start of our journey of researching and comparing the range of products that could best fulfill our current and future contact center needs, we determined that Zoom significantly outshines others in terms of its overall reputation, quality, and customer support. The numerous glowing testimonies by our employees who use Zoom currently go a long way in improving trust and morale due to the faith our team has in Zoom products!     In fact, in addition to fulfilling the requirements of our current contact center environment, Zoom Contact Center offers a number of innovations that could prove useful down the road such as the ability to go from live chat to phone to video and vice versa. Being able to easily transition between the omni-channel options seamlessly for both our clients and employees is going to be huge! We also utilize other Zoom products, allowing for a single point of contact for video, voice, chat, and live chat, helping us streamline our business a