Contact Center voice call controls in zoom app

In Zoom Contact Center, you are able to make or receive voice calls, add or remove callers, transfer calls, and place the call on hold after using Zoom Contact Center for making or receiving voice calls. While on an active voice engagement, you are also able to multitask at the same time.

Prerequisites for using voice call controls

• You will need Zoom desktop client version 5.12.0 or higher for Windows or macOS

• Whether you are a Business, Education, or Pro account holder

• A license for Zoom Contact Center is required

• If your administrator enables the contact search function for Zoom Phone users and for address book users, you will be able to search

• It is up to your admin to enable the recording and stopping of records

How to access Zoom Contact Center voice call controls

1. Using Zoom’s desktop client, you will need to sign in.

2. A voice call can be made or received.
   There will be a number of voice call controls available as soon as the call is connected.

Mute / Unmute

Your microphone can be muted or unmuted at any time.

Keypad

During the call, you can enter numbers using a dial pad displayed on the screen.

Hold / Unhold

Calls can be put on hold or resumed when the call has been placed on hold. During the hold period, the party receiving the call will hear music playing.

Note: The Zoom web portal allows administrators to customize the hold music you hear when you are on hold.

Transfer

Calls can be transferred to another queue, agent, or external number if the caller is in a hurry. Click on the Transfer button. Choose one of the following options under Transfer to:

• Number pad: Then, click on the phone icon when you have selected the number you want to call using the on-screen number pad or your keyboard number pad.

• Copy and paste: In the text field, type in a number that has been copied and pasted.

• Search contacts: The dial pad on the Zoom contact center can be used to search for Zoom contacts, Zoom phone contacts, or address book contacts when you type in a name or number. You can transfer the call by clicking on one of the search results. Click on the right arrow icon if the contact has a number with more than one, so that you can view the list of numbers and choose the appropriate one.

  Notes:

  • For you to be able to search users and address book contacts on Zoom Phone, your administrator must enable the contacts search option in the Zoom Phone settings.

  • Users’ Zoom profile pictures, presence status, display names, and extension numbers of Zoom Phone users are displayed in the search results when the search is performed on Zoom Phone users.

  • In the Zoom Contact Center search results for agent profiles, you will see the Zoom Contact Center profile name, Zoom Contact Center profile picture, which will be set by the administrator, as well as the status of the agents’ availability. Zoom Contact Center administrators can set a separate profile picture and name for Zoom Contact Center.

  • Your transfer options can be restricted by administrators. Admins should be contacted if a transfer cannot be completed.

The following transfer methods will be available to you:

• Direct Transfer: You will be transferred to the queue or an agent, then the call will be immediately hung up. Other parties will be responsible for filling out any phone menu prompts.

• Warm Transfer: As you complete the transfer, your call will be placed on hold. A queue’s automated answering machine or the receiving agent can also be accessed from this option if you wish to negotiate with the caller before transferring the call.

• Transfer to Voicemail Inbox: You will be transferred to the voicemail box of the agent. It is only available for agents who are not currently accepting engagements and have access to an inbox in Zoom Contact Center.
  Note: Please contact Zoom Support if you would like this feature enabled.

The agent routing profile will ask you what proficiency you want to assign to each skill category if you transfer to a queue with one. Click Transfer after selecting proficiency from the drop-down menus.

Release

Note: Do Not Distribute is the only distribution method that works with this control.

Allow the active voice engagement to be released back to the queue that routed it to. A new tab will be added to the active engagements section once the engagement has been released. A supervisor or agent can manually assign it.

Video

Adding video to the voice engagement is a great way to improve the engagement. In order for a consumer to receive a message with a link to join the video engagement, you will be prompted to enter the email address of that consumer.

Click on the Send and Upgrade button, and then enter the consumer’s email address. As soon as the consumer joins the video engagement, you will automatically upgrade to the video engagement.

Record

Depending on the type of call, you can start recording it. A message may be played to both parties letting them know that the call will be recorded (the message can be disabled by the administrator) before the actual recording begins. The Zoom desktop client or Zoom web portal can be used by anyone with access to the contact center to view, download, or delete call recordings.

Call recordings are affected by the following scenarios:

• The recording will stop when you choose the transfer option to end the call if you transfer the call. If you are transferring to an external contact or an internal contact, this applies as well. As long as you select the Warm Transfer option, you will be able to record the portion of the recording before the transfer is complete if you start the recording again.

Stop Recording

This will stop the automatic or ad hoc recording of voice calls. The recording can be resumed by clicking on the Record button again.

Notes:

• In the event that your admin’s voice call recorder has been configured to record voice calls automatically, the Record/Stop Record button will be inaccessible by default, which means you are not able to stop and restart automatic recording of your voice calls.

• As long as your administrator has enabled you to stop / resume automatic recordings of your voice calls, you can click Stop Recording from the Desktop menu to stop the automatic recordings of your voice calls. If you would like to resume recording, click Record in order to do so.

• If you restart the recording, then the new recording will be saved to the same file as the previous one. A separate recording file will not be created by Zoom as part of the recording process. Due to that, when you or an administrator views recordings, you will be able to view only one recording file/entry at a time. The web portal lets you view recordings and can show the timestamps of when the recordings were stopped and resumed by looking at the recordings.

Hang up / end icon

The call should be hung up (ended). If your admin has set up a wrap-up period for the call, you will enter it after the call ends where you can add notes about the call to the address book, or add the number to your contact list.

Right-side panel

Profiles and Engagement tabs can be found in the right-hand panel of the page.