Changing Waiting Room settings in zoom app
Waiting Room settings can be modified by admins after they have created one. An inbound video engagement with Waiting Rooms provides a rich media-rich waiting experience. Consumers can learn that your company will be connected shortly by displaying your logo and a description.
By enabling estimated wait time for the Route To Widget in the Route To List, you can also show consumers the estimated wait time in the Waiting Room of the website
Prerequisites for changing Waiting Room settings
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Ownership or administrative privileges of the account
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Whether you are a Business, Education, or Pro account holder
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License for Zoom Contact Center
How to access Waiting Room settings
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Zoom’s web portal can be accessed by logging in.
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You will be able to access the waiting room by selecting Contact Center Management from the navigation menu.
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You can choose one of the following options after clicking the ellipse icon in the last column:
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Edit: The settings of the waiting room can be changed.
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Customize: The customization settings for the Waiting Room can be changed.
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Waiting Room settings
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Display name: Changing the Waiting Room’s display name, as well as the internal description that helps to identify the Waiting Room, can be accomplished by clicking Rename.
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Play notification when agent is ready: An agent will be notified when the visitor is ready to start the call when a notification is displayed to them. It is up to the visitor to decide when they are ready to join the video engagement.
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Audio for Notification: Customize the sound that will be played when a notification is received. When you click Edit, you will have the following options available to you:
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Add Audio: To make the notification sound more appealing, you can add a new audio file. You can upload your audio file by clicking on Upload, selecting your audio file, and clicking on Add. In addition, you will be able to find the file in your asset library as well.
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Assets Library: In your asset library, click the Confirm button after selecting an audio file already existing in your asset library.
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Reset to Default Media: The notification sound will be reverted to the default one.
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Notification time limit: You can choose how long the notification should be displayed for. Video engagements are automatically terminated after a specified amount of time has elapsed.
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Customize waiting room: In the Waiting Room, you can customise the experience based on your needs so that you can keep your customers engaged while they wait for their agents to arrive. We will apply this rule to all flows in this Waiting Room that are assigned to it.
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Delete: The Waiting Room should be deleted and all flows associated with this waiting room should be redirected to the default version of this waiting room.
Waiting Room customization settings
Note: If you would like to change your customized settings for consumers using desktop or mobile devices, you can toggle the desktop/mobile toggle above the Waiting Room preview. Each view needs its own settings, so you must change them separately.
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Title: For the customer to be able to see the meeting title or topic, please enter one here.
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Participants in waiting room will see: You can choose what customers will see when they visit your website.
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The default screen: Display only the title of the meeting or the topic of the meeting.
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A logo and description: There should be a title, a logo, and a description displayed.
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Logo: To display a logo to consumers, you need to upload a logo to your website. The following options will appear when you click one of them:
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Upload Logo: Please upload a picture to this page. We will not be adding the image to the library of assets.
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Choose from Asset Library: In the asset library, you can select an image that already exists.
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You can remove the Waiting Room logo if there is already a logo in the waiting room (this is available only if there is already a logo). In the case that the logo is a part of the asset library, it will not be removed from the asset library when this is done.
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Description: Describe what you would like the consumer to see in the description.
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A slide: The presentation slides are available as a PDF file. When your PDF has many pages, consumers will have the option to move forward or back by clicking the forward icon or the back icon. Select one of the following options once you have clicked Edit, then click Save.
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Upload Slide: The slide should be uploaded as a PDF file. The asset library will not be updated with the file because it will not be added.
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Choose from Asset Library: From the asset library, select a video that is already available.
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Remove Slide (only available if there’s already a slide added): Remove the slide that shows the waiting room from the presentation. A file that is already part of the asset library will not be removed from it when this action is taken.
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A video: When a customer enters the Waiting Room, a video will automatically play when the door opens. Whether the consumer wants to view the video as a floating thumbnail above the website, or as a full screen video, the video can be viewed in either way. Select one of the following options from the Edit menu after clicking Edit:
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Upload Video: It would be great if you could upload a video. There will not be an asset library added for this video.
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Choose from Asset Library: From the asset library, select a video that is already available.
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Remove Video (only available if there’s already a video added): The video of the waiting room should be removed. There will be no change to the asset library if the video is one that is currently in the asset library.
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Audio: In the Waiting Room, you can toggle whether audio should be enabled or disabled by clicking the toggle button. Consumers in the Waiting Room will have their audio muted by default, so that they will not hear any noise. It is possible for consumers to unmute/mute audio by clicking on the audio icon. The following options will be available if the setting is enabled:
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Upload Audio: Please upload the audio file. We will not be able to add the audio file to our asset library.
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Choose from Asset Library: From the asset library, you can choose an audio file that already exists.
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Remove Audio (only available if there’s already audio added): The video of the waiting room should be removed from the website. There is no need to worry about this affecting the asset library because the audio file will not be removed.
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