Getting started with Zoom Contact Center (agents)

Zoom Contact Center offers an all-in-one contact center experience that integrates with Zoom’s omnichannel features and is optimised for video conferencing. A combination of unified communications and contact center capabilities can be found in Zoom Contact Center.

Imagine, for example, that your organization provides technical support for MacBooks and Windows laptops used by customers located in both the United States and Canada. For example, if a customer in the French-speaking community calls Zoom Contact Center to ask for help troubleshooting a Windows client issue, Zoom Contact Center can direct them to a tech support agent who is proficient in Microsoft Windows issues and who can assist them in resolving their problems.

Prerequisites for using Zoom Contact Center as an agent

• The most recent version of Zoom’s desktop client can be found here

• License for Zoom Contact Center

Initial setup

Upon receiving a Zoom Contact Center license from your Zoom admin, you will be able to access the Zoom Contact Center tab in the Zoom desktop application, as well as the Zoom web portal navigation menu if you have a Zoom Contact Center license.

Following are the steps you need to take before you can begin taking inbound calls:

1. Launch Zoom’s desktop client by logging into your account.

2. Select the Contact Center tab from the menu.
   The Zoom application will ask you to allow access to your microphone so that it can be used by Zoom.

3. If you agree to Zoom using your microphone, click Allow when prompted.
   Note: Using the contact center features requires that you have this information.

4. You can select your status in the top-left corner of the page, view the queues to which you belong, and then determine which queues you would like to receive notifications from by selecting the drop-down menu located there.

Basic features while in a customer engagement

During an active engagement, the following features can be used:

• When you are on a voice call, you can use features such as mute it or unmute it or transfer it

• You can access additional information about the inbound client by clicking on the Profile tab, such as the caller ID number for their phone.

• It is possible to view information related to the current call by clicking the Engagement tab under the Calls tab. You can also add or view notes related to the engagement under the Engaged tab.

As a result of customer engagement, basic features are available

Use the following features to help you wrap up an engagement when you are in the final stages:

• To add notes to the engagement and to choose the disposition of the engagement, click the Engagement tab.

• Engagement information, such as previous notes, can also be viewed in the engagement information tab.

Limitations

Please take note of these limitations when using the Zoom desktop client to access contact center functionality:

• The inbound engagements to the desktop client of the Windows operating system will continue to ring even when the notification has been dismissed. A future release will address this issue in a more detailed manner.

• Neither the Windows desktop client nor the macOS desktop client has the option to use dark mode in the Contact Center tab.