Making an outbound video call using Zoom Contact Center

Zoom Contact Center agents can place an outbound video call and associate the call with one of the queues they're a member of. 

Note: To enable this feature, submit a request to Zoom Support.

Prerequisites for making an outbound video call

• Zoom desktop client for Windows or macOS, 5.13.10 or higher
• Pro, Business, or Education account
• Zoom Contact Center license
• Outbound calls enabled by your admin
• Member of one or more video queues

Note: You can be in the Ready or Not Ready status to make an outbound video call.

How to make an outbound video call

1. Sign in to the Zoom desktop client.
2. Click the Contact Center tab.
3. Click the plus icon then New Video Call.
4. If you belong to more than one video queue, click the Caller ID drop-down menu and select the queue to associate the outbound call with. Admins and supervisors will see the associate queue when viewing engagement history for the voice call.
5. Specify a consumer using one of these methods:
   
   • Search contacts: Type a name or number above the dial pad to search Zoom Contact Center address book contacts. Click a search result to select the contact's email address or phone number. 
     
   • Enter an email: Manually enter an email address
   • Enter a number: Manually enter a phone number that supports SMS.
6. Click Send and Start. During the video call, use video call controls.
   Notes:
   
   • The consumer will receive the join link through email or SMS. They can click the link to join using a web browser. They will also be prompted to enter a display name before joining the video call.
   • The join link will be active for 5 minutes. 
   • Your status will automatically change to Occupied.