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.

Requirements for making an outbound video call

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

How to make an outbound video call

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. Click the plus icon then the New Video Call icon .
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:
   
   • Participant Name: 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.
   • Email: Manually enter an email address.
   • Number: Manually enter a phone number that supports SMS.
6. Click Invite and start.
   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.
7. During the video call, use video call controls.

Notes:

• To have this feature enabled, submit a request to Zoom Support.
• You can be in the Ready or Not Ready status to make an outbound video call.