Zoom Contact Center admins can change settings to automatically launch an external URL during inbound engagements to a users or queues, or during outbound engagements. Launching a URL for inbound engagements is supported on all channels (voice, video, or messaging). Launching a URL for outbound engagement is only supported for queues in the voice, video, or SMS channel. You can also insert parameters to pass details about the consumer in the URL.

This article covers:

• How to automatically launch a URL during inbound engagements to a user
• How to automatically launch a URL during inbound engagements to a queue
• How to automatically launch a URL during outbound engagements
• Parameters
• Example

Prerequisites for launching a URL during engagements

• Account owner or admin privileges; or relevant role/privilege
• Pro, Business, or Education account
• Zoom Contact Center license
• Agent must have Zoom desktop client for Windows or macOS, 5.14.0 or higher
• Queue created in any channel
• Routing set up using flows or queues to route engagements to agents

Note: To enable this feature, submit a request to Zoom Support.

How to automatically launch a URL during inbound engagements to a user

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Users.
3. Click the display name of the user you want to edit.
4. In the External URL section, make sure the toggle is enabled.
5. Click Edit, then enter a valid URL starting with http:// or https://.
6. Enter parameters to pass certain information about the inbound call to the app or URL as plain text.
7. (Optional) Click Test to test the URL in the current browser.
   Note: For agents, the URL will launch in their system's default browser for URLs.
8. Click Save.

How to automatically launch a URL during inbound engagements to a queue

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click the display name of the queue you want to edit.
4. In the Launch URL section, make sure the toggle is enabled.
5. Specify the following: 
   • Launch Trigger: Select a trigger to launch the URL.
     
     • Ringing: Launch the URL when the inbound notification starts.
     • Answered: Launch the URL when the inbound engagement is answered by an agent.
     • Ended: Launch the URL when the agent or consumer has ended the call.
   • Link to Launch: Click Edit, then enter a valid URL starting with http:// or https://. Enter parameters to pass certain information about the inbound call to the app or URL as plain text.
6. (Optional) Click Test to test the URL in the current browser.
   Note: For agents, the URL will launch in their system's default browser for URLs.
7. Click Save.

How to automatically launch a URL during outbound engagements

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click the display name of the queue you want to edit.
   Note: Only voice, video, and SMS queues are support for launching a URL during outbound engagements.
4. In the Launch URL section, make sure the toggle is enabled.
5. Specify the following: 
   • Launch Trigger: Select a trigger to launch the URL.
     
     • Initiated: Launch the URL when the outbound call when the agent places the call.
     • Connected: Launch the URL when the outbound call is connected to the receiving party.
     • Ended: Launch the URL when the agent or consumer has ended the call.
   • Link to Launch: Click Edit, then enter a valid URL starting with http:// or https://. Enter parameters to pass certain information about the inbound call to the app or URL as plain text.
6. (Optional) Click Test to test the URL in the current browser.
   Note: For agents, the URL will launch in their system's default browser for URLs.
7. Click Save.

Parameters

Parameter	Description
%N	The full caller ID name of the inbound consumer (if available).
%F	The caller ID name (first name only) of the inbound consumer (if available).
%L	The caller ID name (last name only) of the inbound consumer (if available).
%C	The caller ID number of the inbound consumer (if available). The caller ID number is passed without the country/region code; for example, (123) 123-1234
%E	The caller ID number of the inbound consumer (if available. The caller ID number is passed in E.164 format; for example, +1 (123) 123-1234

 

Example

https://google.com/search?q=%C

Opens the agent's default browser and visits https://google.com/search?q= followed by the caller ID of the inbound consumer; for example, (123) 123-1234.