Changing Zoom Contact Center account settings

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Preferences allow admins to change account-level Zoom Contact Center settings like queue opt-out reasons.

This article covers:

Prerequisites for changing account-level settings

  • Account owner or admin privileges; or relevant role/privilege
  • Pro, Business, or Education account
  • Zoom Contact Center license

How to change account settings

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Preferences.
  3. Change the following settings.

Account tab

  • System Statuses: Displays the statuses that are selectable by agents. Click Add status to define additional statuses. See the real-time analytics dashboard to view agent statuses in real time. 
  • Queue Opt-out: Allow queue members to opt-out of receiving inbound notifications from the queue.
  • Queue Opt-out Reasons: Require queue members to select an opt-out reason when they opt out of a queue.
  • Automatic Voice Call Recording: Set up automatic voice call recording. 
  • Ah Hoc Voice Call Recording: Set up ah hoc voice call recording.
  • Dial-in to Video Engagements: Set up dial-in for video engagements.
  • Flow Sounds:
    • Processing Media: When there is a delay in handling flow widgets for voice engagements, consumers will hear audio that will play on a loop until the widget is processed, similar to the music consumers hear when put on hold. Click play icon to listen to the default audio prompt.
  • Concurrent Messaging Weights: Set the weight value (between 0.01 to 1) for inactive chat or SMS engagements. This weight is used to determine the maximum number of active chat or SMS engagements that agents can handle at once, based on the Maximum Messaging Concurrency in user settings. For example, if a weight is 0.5 and the maximum concurrency is 2, then the agent can engage in 4 messaging engagements at once. 
  • Inactive Messages: Set up how inactive chat or SMS engagements will be handled and closed.
  • Verified Subdomains: View or add verified sub-domains for Zoom Contact Center.

Entry ID tab

Manage entry IDs for video flows.

Variables tab

Manage custom variables.

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