Multi-tasking while on an active engagement

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While on an active Zoom Contact Center engagement, agents can switch to other Zoom desktop client tabs; and join another engagement, Zoom Phone call, or Zoom meeting. For example, this can be useful if you need to access Zoom Chat to reach an internal supervisor for help on a consumer engagement.

This article covers:

Prerequisites for multi-tasking while on an active engagement 

  • Zoom desktop client for Windows or macOS, 5.9.3 or higher
  • Pro, Business, or Education account
  • Zoom Contact Center license

How to multi-task while on an active engagement

  1. Sign in to the Zoom desktop client.
  2. Receive an inbound voice/video or chat/SMS engagement. You can also make an outbound voice call or SMS.
  3. While on an active engagement, perform one of the following:

Switch to another tab

Click on another tab in the Zoom desktop client. For example, click the Chat tab to contact a supervisor for assistance.

You will see a contact center notification banner informing you of the active engagement.

Join a Zoom meeting

Join or start a Zoom meeting.

You will see a contact center notification banner informing you of the active engagement and providing you with these options:

  • Mute: Mute contact center audio. You should mute if you join the meeting audio using your computer audio.
  • Unmute: Unmute the contact center audio. 

Make or receive a Zoom Phone call

Make or receive a Zoom Phone call

You will see a contact center notification banner informing you of the active engagement and providing you with these options:

  • Mute: Mute contact center audio. You should mute when you make or receive a Zoom Phone call.
  • Unmute: Unmute the contact center audio. 

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