Managing Zoom Contact Center regions

Zoom Contact Center admins can create regions to organize users based on their location and apply SIP Zone settings specific to each location.

By default, all Zoom Contact Center users in your account belong to the default region, known as the main region. You can’t delete your main region, but you can rename it. You can also create new regions and move users to these regions to re-organize your regions and members. Each user can only belong to one region.

When adding new users to your account, the default selection will be to use the main region. If you’ve created other regions, you may optionally select which region to assign to your new users. If you don’t plan on using multiple regions, all new users will be assigned to the main region by default.

Requirements for managing regions

• Pro, Business, or Education account
• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license
• Feature enabled by Zoom. To have this feature enabled, submit a request to Zoom Support.

How to add a region

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Click the Regions tab.
4. Click Add Region.
5. Enter the following information:
   • Region Name: Enter an internal display name for the region.
   • SIP Zone: Select the server location used by Zoom Contact Center voice engagements. Generally, you should select the nearest location to where the region members are located.
6. Click Add.
7. Click the Members tab.
8. Click Add Members and select the users to add to the region.
   Note: Adding users to a region will automatically remove them from their current region.
9. Click Save.

How to edit a region or move members (account-level settings)

Note: You can also use the batch update users to move several users to another region.

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Click the Regions tab.
4. Locate the region you want to edit.
5. Click the ellipses icon, then click Edit.
6. Change the following settings:
   • Display name: Click the pencil icon to change the internal display name of the region.
   • Profile tab
     • SIP Zone: Click Edit to change the server location used by Zoom Contact Center voice engagements. Generally, you should select the nearest location to where the region members are located.
   • Members tab
     • To add members, click Add Members and select the users to add to the region. Click Save.
       Note: Adding users to a region will automatically remove them from their current region.
     • To move members, select members using the check boxes, then click Move. Select the new region, then click Move.

How to change a user’s region (user-level settings)

You can also change a user’s region by using contact center user-level settings. If you want to add several users to a region, use account-level settings instead.

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Users.
3. Click the display name of the user you want to edit.
4. Click the Region drop-down menu and select a region.

How to delete a region

Note: You can’t delete the account’s main region.

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Click the Regions tab.
4. Locate the region you want to delete.
5. Click the ellipses icon, then click Delete.
6. Select the region to move members to, then click Move Users and Delete.

Note: SIP zones are used to route active voice engagements. For storage of voice call assets like voicemails and recordings, refer to the setting for Communications Content storage location.