Adding participants to a voice engagement

Conference calling allow agents to add up to 10 participants to an active voice engagement. These participants can be a Zoom Contact Center user, Zoom Phone user, address book contact, queue, or external phone number

Prerequisites for adding participants to a voice engagement

• Zoom desktop client for Windows or macOS, 5.13.0 or higher
• Pro, Business, or Education account
• Zoom Contact Center license
• Contacts search must be enabled by your admin to allow you to search and invite Zoom Phone users and address book contacts.

How to add participants to a voice engagement

1. Sign in to the Zoom desktop client.
2. Click the Contact Center tab.
3. Answer a voice engagement.
4. Click Add Call in the voice call controls.
5. Under Add Call, follow one of these options:
   • Number pad: Dial a number using the on-screen keypad or your keyboard number pad, then click the phone icon .
   • Copy and paste: Copy and paste a number in the text field, then click the phone icon .
   • Search contacts: Type a name or number above the dial pad to search Zoom Contact Center users, Zoom Phone users, address book contacts, and queues. Click a search result to transfer the call. If the contact has several phone numbers, click the right arrow icon to view and select the number to call.
     Notes: 
   • You can only invite an agent or supervisor who has their status set to Ready.
   • Search results for Zoom Phone users will display users' Zoom profile picture, presence status, display name, and extension number.
   • Search results for Zoom Contact Center agents will display agents’ Zoom profile name, Zoom Contact Center profile picture as set by the admin, and availability status. Admins can set a Zoom Contact Center profile picture and display name that's separate from their Zoom profile picture.
6. You will be prompted to select a conference method:
   • Direct Conference: Immediately invites the person to the voice call.
   • Warm Conference: Places your current call on hold while you initiate a call with the person before you complete (merge) the invite. Click the merge icon to complete the invite.

If you're adding a Zoom Contact Center user and they accept the inbound notification, the engagement will appear in the left-side panel under the CONFERENCE section.