Zoom Contact Center video call controls

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After using Zoom Contact Center receiving a video call, you can access video controls like turning your video on or off. 

This article covers:

Prerequisites for using video call controls

  • Zoom desktop client for Windows or macOS, 5.13.5 or higher
  • Pro, Business, or Education account
  • Zoom Contact Center license

Note: The record and stop record controls must be enabled by Zoom and your admin. Contact your admin for more information.

How to access Zoom Contact Center video call controls

  1. Sign in to the Zoom desktop client.
  2. Receive a Zoom Contact Center video call.
    When the call connects, you will have access to video call controls.

Unmute  / Mute

Mute or unmute your microphone.

Start Video  / Stop Video :

Start or stop your own video. Click the up arrow icon then Mirror My Video to mirror your video (so that your video is like looking at yourself in a mirror).

Participants

Opens the window to manage participants and invite a third party to join the video engagement.

  • Unmute: Instantly unmute the participant without display a prompt. 
  • Click the ellipses icon  for these options:
    • Mute: Mute the participant.
    • Assign Engagement (only available if the participant is an invited agent): Assign the engagement to the selected agent.
    • Remove: Dismiss a participant from the meeting. They won't be able to rejoin the engagement. 
  • Invite: Invite another participant to join the video engagement.

Share Screen 

Start sharing your screen. You will be able to select the desktop or application you want to share. When you are screen sharing, the controls will appear at the top of your screen, but you can drag it to another location. 

Show Captions

If your Zoom Contact Center admin enabled closed captioning or live transcription, click here to access the closed caption options.

  1. Next to the Show Captions  option, click the up arrow icon
  2. Click one of these options:
    • Speaking language: Select a language for automated captions and live transcription. 
      When selected, Zoom will begin transcribing your speech in the chosen language. 
    • View Full Transcript: Display a side panel show the full transcript.
    • Subtitle Settings: Open the Zoom desktop client accessibility settings. Closed captioning settings will apply to Zoom Contact Center engagements.
      Note: This option is not available to consumers.

Notes:

  • When using automated captions, English is the default language, but other languages can be selected. This tells the system which language it will hear you speak and generates captions in that language. If speaking in language A, but Zoom is expecting language B, the generated captions will be inaccurate. 
  • The availability of languages is determined by the host's automated captioning settings.
  • The speaking language choice can be set by the agent and consumer individually.

Chat 

Access the chat window to chat with the consumer. You can use these controls in the chat panel:

  • Emoji icon : Send emojis. Click the emoji icon, search for a specific emoji or scroll through the list, then click an emoji to send it.
  • File icon : Send a file. If file sharing is enabled by your contact center admin, click the file icon, then select a file from your local machine to send.

Transfer

Transfer the engagement to an agent, supervisor, or queue.

  1. Search for an agent, supervisor, or queue, then select it. The receiving agent or supervisor must be in the Ready status.
  2. Click Transfer then Direct Transfer.

The receiving agent or supervisor will see an inbound notification. If they accept, they will become the assigned agent for the engagement.

Release

Note: This control is only available when the queue's distribution method is set to Do Not Distribute.

Release the active voice engagement back to the queue that routed it. After releasing, the engagement will be available in the active engagements tab. where an agent or supervisor can manually assigned it.

End

Click End then End Video Call for All to end the engagement for all participants, including yourself, consumer, and any third party you invited. The consumer will see a generic message that the video call has ended, and can click Chat to view the previous video engagement chat messages.

If you're the assigned agent for the video engagement and you invited another agent, you must select an agent to assign the engagement to, then click Assign and Leave to leave the video engagement.

Leave

If you were invited to a video engagement and you're not the assigned agent, you can click Leave then Leave Video Call to leave the video engagement

Right-side panel

The right-side panel contains the Profile and Engagement tabs.

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