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.

Requirements for changing video experience settings

• Pro, Business, or Education account
• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license
• A default virtual background image
  Notes:
  
  • To have this feature enabled, submit a request to Zoom Support.
  • 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 as an admin or another role with the privilege to edit account settings.
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.
   • Allow agents and supervisors to turn on video: Click the toggle to allow agents and supervisors to turn on their video during engagements.
   • Automatically turn on agent and supervisor video: This is enabled by default if the Allow agents and supervisors to turn on video toggle is on. Click the toggle to disable starting the engagement with both the agent's and supervisor's video on. Agents and supervisors can adjust this setting during the meeting.
   • 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
   • Remote Control: Click the toggle to allow Zoom Contact Center users to remote control the content during screen share.
     • Disable auto-delete for consumers after the video ends: Click the option to allow users to choose whether to delete the app after the video call. If left unselected, the system will automatically delete the app.
     • Mask control bar: Click the option to restrict agents from accessing consumer meeting controls during remote control sessions. While agents have remote control of the consumer's screen, the control bar remains hidden.
   • 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.
         Note: Virtual backgrounds are not supported on the Zoom desktop app for Mac.
   • 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.
   • System message: Click the toggle to enable editing of consumer-facing system prompts.
     • Click Edit system messages to edit consumer-facing system prompts that are automatically sent to consumers during agent-related activities in video engagement.

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.