Changing Zoom Contact Center account settings

The Preferences page allows Zoom Contact Center admins to change account-level settings that affect the agent and consumer experience.

This article covers:

• How to change account settings
• Account tab
  • General Settings section
  • Agent Status and Experience section
  • Consumer Experience section
  • Messaging Engagements section
  • Voice and Video Engagements section
  • Performance section
  • Privacy and Data Retention section
• Regions tab
• Entry ID tab
• Variables tab

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

General Settings section

• Voice and SMS Numbers
  
  • Dial-in to Video Engagements: Set up dial-in for video engagements.
    
    • Greeting Media: Displays the default greeting when someone dials in to a video engagement.
• Outbound SMS: Set the phone number for outbound SMS. You can select a virtual service or toll-free phone number.
• SMS Options: Allow agents to send or receive international SMS messages.
• Port-out Verification: View the account's port-out verification code.
• Contacts: Allow contact center users to search for people in address books or the Zoom Phone contact directory.
• Associated Subdomains: View or add verified sub-domains for Zoom Contact Center.

Agent Status and Experience section

• 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. 
  • Auto-update Status: When an agent misses the specified number of inbound engagements sequentially, automatically change their status to Not Ready. Click Edit, specify the number of engagements, then click Save.
    Note: If their status automatically changes to Not Ready, agents will see a notification in the Zoom desktop client stating that their status has changed because they missed one or more engagements.
• Agent Work Sessions: Allow agents to start or end work sessions, and automatically change inactive agents to Offline status.
• Queue Opt-out and Not Ready Reasons: Require users to select a reason when they opt out of a queue or set their status to Not Ready.
• Agent Notification – Supervisor Monitoring: Change monitoring settings for voice engagements.
• Voicemail Notification By Email: Change email notification settings for voicemails.

Consumer Experience section

• Flow Message Avatar and Name: Click Customize to change the name and avatar used when a messaging flow sends messages to consumers. Change the following options, then click Save.
  • Name: Enter the display name shown to consumers.
  • Avatar: Click Upload to use a custom avatar image, then select one of these options:
    • Your Computer: Click Upload File to upload an image from your computer, then click Next. Click and drag the crop area to determine which part of the image is shown. You can also click and drag the slider below the image to change the zoom level. Click Save when you're done cropping.
      Note: This image will not be added to asset library.
    • Choose from Asset Library: Select an image asset from the asset library, then click Next. Click and drag the crop area to determine which part of the image is shown. You can also click and drag the slider below the image to change the zoom level. Click Save when you're done cropping.
• 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.
• Typing Delay: Set the minimum length of time to show a typing indicator to consumers before a message is sent. The account preference is the default for flows, including third-party bot flows, Zoom Contact Center flows and Zoom Virtual Agent bot flows. This setting is shared with the Zoom Virtual Agent setting available at the virtual agent level.
• Video Disclaimer: Display written message to consumers before their video call starts. Click Edit then Edit Message to customer the message.
• Upgrade to Video Invite Template: Customize the join video call invitations that are displayed to consumers when the voice or messaging engagement is upgraded to video.
  
  • Email Invite Template: Click Edit to customize the email invitation sent to consumers.
  • SMS Message Invite Template: Click Edit to customize the SMS invitation sent to consumers.

Messaging Engagements section

• Active and Inactive Engagements: Set up how inactive chat or SMS engagements will be handled and closed.
• File Sharing: Change file sharing settings.

Voice and Video Engagements section

• Automatic Voice Call Recording: Set up automatic voice call recording. 
• Ad Hoc Voice Call Recording: Set up ad hoc voice call recording.
• Video Experience: Change settings that affect agent and consumer controls in video engagements, including automated captions, live transcription, mirror video, and rejoin engagement.
• Suppress Zoom Phone and Zoom Meeting Notifications: If enabled, agents will not receive an inbound Zoom Phone or Zoom Meeting notification while they are in an active voice or video engagement. This setting is enabled by default.
• Automatically Update ZCC Status: Automatically change an agent's status to Not Ready - Forced when they accept a Zoom Phone or Zoom Meeting notification.

Performance section

• Service Level: Customize how Service Level is calculated. 
• Outbound Reporting: Customize the durations used for brief outbound engagements.

Privacy and Data Retention section

• Data Retention: Change default data detention settings. 
• Communications Content Storage Location
• Block Sensitive Information: Block sensitive information in chat or SMS engagements.
• View Personal Data: Mask consumers' personal data.

Regions tab

Manage regions for voice.

Entry ID tab

Manage entry IDs for video flows.

Variables tab

Manage custom variables.