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.

Requirements for adding participants to a voice engagement

Table of Contents

How to add participants to a voice engagement

Desktop app
  1. Sign in to the Zoom desktop app.
  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, Microsoft Teams 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.
      • Search results for Microsoft Teams users will display users' profile picture, display name, phone number, and email address.
  6. Click the phone icon to add a call.
  7. 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.
      Note: If you select Warm Conference, select the skills the next agent needs to have.

    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.
Mobile app
  1. Sign in to the Zoom mobile app.
  2. Tap the Contact Center tab.
  3. Make or receive a voice engagement.
  4. Tap the ellipsis icon then 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 tap the phone icon .
    • Search contacts: Type a name or number above the dial pad to search Zoom Contact Center users, Zoom Phone users, Microsoft Teams users, address book contacts, and queues. Tap a search result to transfer the call. If the contact has several phone numbers, tap 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.
      • Search results for Microsoft Teams users will display users' profile picture, display name, phone number, and email address.
  6. Tap the phone icon to add a call.
  7. 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. Tap the merge icon to complete the invite.