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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:

Prerequisites for viewing inbound Zoom Contact Center voice and video call notifications 

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
  • Voice Call label in the top-right corner of the notification
  • The caller's display name as specified in the address book if the caller was added to an address book using the Zoom desktop client or web portal
  • The caller's caller ID name and number if the caller's phone number doesn't appear in an address book
  • Caller verified icon (in certain scenarios)
  • After to, the display name of the associated queue (if routed through a queue)
  • Accept
  • Decline

Inbound voice engagement from consumer that requested a callback
  • Note: The same information is displayed as the previous scenario.
  • Callback label displayed above Unknown Name, Customer, or caller ID number
  • Caller verified icon (in certain scenarios)
  • Accept
  • Decline

Another agent transfers a voice engagement to you
  • Voice Call label in the top-right corner of the notification
  • The original caller's display name as specified in the address book if the caller was added to an address book using the Zoom desktop client or web portal
  • The original caller's caller ID name and number if the caller's phone number doesn't appear in an address book
  • Caller verified icon
  • The label, transfer from, followed by the Zoom profile display name of the agent making the transfer
  • Accept
  • Decline

Zoom Phone user transfer a voice call to you
  • Voice Call label in the top-right corner of the notification
  • The original caller's display name as specified in the address book if the caller was added to an address book using the Zoom desktop client or web portal
  • The original caller's caller ID name and number if the caller's phone number doesn't appear in an address book
  • Caller verified icon 
  • The label, transfer from, followed by:
    • the Zoom profile display name of the Zoom Phone user making the transfer; or
    • the Zoom Phone queue display name
  • Accept
  • Decline

 

Inbound video notifications

Scenario What's displayed in the inbound notification Notification buttons

Inbound video engagement started from website
  • Video Call label in the top-right corner of the notification
  • A generic Customer display name
  • After to, the display name of the associated queue (if routed through a queue)
  • Accept
  • Decline

Inbound video engagement started from a Zoom Rooms kiosk integrated with Zoom Contact Center
  • Video Call label in the top-right corner of the notification
  • The display name of the Zoom Rooms kiosk
  • After to, the display name of the associated queue (if routed through a queue)
  • Accept
  • Decline

Inbound video engagement from consumer that requested a callback
  • Note: The same information is displayed as the first scenario.
  • Callback label displayed above Customer
  • Accept
  • Decline
Another agent transfers a video engagement to you
  • Video Call label in the top-right corner of the notification
  • A generic Customer display name
  • The label, transfer from, followed by the Zoom profile display name of the agent making the transfer
  • Accept
  • Decline

 

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
  • Chat in the top-right corner of the notification
  • The consumer's display name they entered before starting the chat engagement
  • Preview: Click Preview to see the previous conversation so that you have context before accepting or declining.
  • After to, the display name of the associated queue (if routed through a queue)
  • Accept
  • Decline

Inbound messaging engagement from another agent 

(agent transferred engagement to you)
  • Chat in the top-right corner of the notification
  • The consumer's display name they entered before starting the chat engagement
  • Preview: Click Preview to see the previous conversation so that you have context before accepting or declining.
  • After to, the display name of the associated queue (if routed through a queue)
  • Accept
  • Decline

 

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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