Inbound Zoom Contact Center notifications
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When contact center agents use the Zoom desktop client to receive engagements, Zoom displays an inbound call notification to help you identify the consumer and the associated queue. The following table explains common scenarios and what's displayed in the Zoom Contact Center inbound notification. You can also configure variables to display in inbound notifications.
Note: To change the ringtone for inbound notifications, change the Ringtones option in your client settings.
This article covers:
- Inbound voice notifications
- Inbound video notifications
- Inbound messaging notifications
- Inbound notifications with variables
Prerequisites for viewing inbound Zoom Contact Center voice and video call notifications
- Zoom desktop client for Windows or macOS, 5.12.0 or higher
- Pro, Business, or Education account
- Zoom Contact Center license
- Availability status is set to Ready
Inbound voice notifications
Note: If the caller ID number belongs to an address book contact, the inbound notification will display the contact's display name instead of the phone number's caller ID name (regardless of whether the caller has a caller ID name).
Scenario | What's displayed in the inbound notification | Notification buttons |
Inbound voice engagement |
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Inbound voice engagement from consumer that requested a callback |
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Another agent transfers a voice engagement to you |
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Zoom Phone user transfer a voice call to you |
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Inbound video notifications
Scenario | What's displayed in the inbound notification | Notification buttons |
Inbound video engagement started from website |
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Inbound video engagement started from a Zoom Rooms kiosk integrated with Zoom Contact Center |
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Inbound video engagement from consumer that requested a callback |
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Another agent transfers a video engagement to you |
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Inbound messaging notifications
Note: These scenarios apply to messaging engagements (web chat, in-app chat, and SMS).
Scenario | What's displayed in the inbound notification | Notification buttons |
Inbound messaging engagement |
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Inbound messaging engagement from another agent (agent transferred engagement to you) |
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Inbound notifications with variables
If an admin has configured variables to be displayed in inbound notifications, hover over the profile icon/picture to display the variables and their corresponding values.
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