Changing Zoom Contact Center video experience settings

Zoom Contact Center admins can change video experience settings to enable or disable video engagement features for agents or consumers.

This article covers:

Prerequisites for changing video experience settings

Note: Virtual background for Zoom Contact Center is not supported on macOS and CTI connectors (for example, Salesforce, Hubspot, Dynamics 365, ServiceNow).

How to change video experience settings

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Preferences.
  3. In the left-side panel, click Voice and Video Engagements.
  4. In the Video Experience section, change the following settings.
    • Mirror Video: Click the toggle to enable or disable the ability for agents or consumers to mirror their video during a video engagement. If enabling, select the following check boxes to enable for agents or consumers:
      • Allow consumers to mirror video
      • Allow agents to mirror video
    • Video Virtual Background: Set the default virtual background for agents during their video engagements. Agents can't change the default.
      • Select a virtual background to apply for agents
        • Blur: Blur agents' video by default during their video engagements.
        • Virtual background: Set a default virtual background image. 
    • Automated Captions: Allow agents or consumers to view automated captions during video engagements. Automated captions appear over the speaker's video.

    • Live Transcription: Allow agents or consumers to view a live transcript of audio spoken during video engagements. 
    • Video Join Link: Click the toggle to configure video join links, and enable or disable the ability for consumers to rejoin a video engagement if they are disconnected from the engagement; for example, they drop due to network issues. When consumers drop from a video engagement, they can rejoin the engagement using the rejoin link. 
      • Auto-close video calls when consumers don’t rejoin after __ minutes: Specify the amount of time consumers have to rejoin the video engagement after disconnecting. After this amount of time, the video engagement will automatically close. 
      • Customize the rejoin link for mobile devices: Set a link for the system to send when consumers are using mobile devices to join the video call.
    • Auto turn on video: Automatically turn on agents' video when they start engagement. Agents can still turn their video on or off during the engagement. You can also enable this at the queue level.

Agent and consumer process for rejoin video link

The following steps explain the agent and consumer process if Video Join Link is enabled.

  1. When the consumer joins a video engagement, they receive the rejoin link in the video engagement chat. They will also see a button to copy the rejoin link.
  2. If the consumer disconnects from the engagement, the agent in the engagement will see a notification stating that the consumer has disconnected, along with the amount of time the consumer has to rejoin the engagement.
  3. The consumer can click the rejoin link to rejoin the video engagement. If the consumer doesn't rejoin in the given expiration time, the engagement will automatically close.