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
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Preferences.
- 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.
- Dial-in to Video Engagements: Set up dial-in for video engagements.
- Outbound SMS: Set the phone number for outbound SMS.
- 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.
- 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.
- 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 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.
- Video Disclaimer: Display written message to consumers before their video call starts. Click Edit then Edit Message to customer the message.
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.
- Ah Hoc Voice Call Recording: Set up ah 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.
Entry ID tab
Manage entry IDs for video flows.
Variables tab
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