Changing Zoom Contact Center account settings

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

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 / Not Ready: Require users to select a reason when they opt out of a queue or set their status to Not Ready.
  • Missed Engagement Handling: 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.
  • Voicemail Notification By Email: Change email notification settings for voicemails.
  • Address Book Contacts / Zoom Phone Contacts: Allow contact center users to search for people in address books or the Zoom Phone contact directory.
  • Data Retention: Change default data detention settings. 
  • 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.
  • Security - Port-out Verification: View the account's port-out verification code.
  • Block Sensitive Information: Block sensitive information in chat or SMS engagements.
  • File Sharing: Change file sharing settings.
  • Verified Subdomains: View or add verified sub-domains for Zoom Contact Center.
  • Supervisor Monitoring: Change monitoring settings for voice engagements.
  • SMS Messaging: Set the phone number for outbound SMS.
  • Outbound Labels: Customize the durations used for brief outbound engagements.

Voice and Video Engagements section

Entry ID tab

Manage entry IDs for video flows.

Variables tab

Manage custom variables.

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