When the call connects, you will have access to video call controls. Controls are located at the bottom of the Zoom Contact Center desktop app.
After using Zoom Contact Center for making or receiving video calls, you can access in-call controls like placing the call on hold or transferring the call. You can also multi-task while on an active video engagement.
Starting with the November Zoom Contact Center release, engagement controls are located in the same location at the bottom of the engagement for all channels. This enables the agent experience to be consistent across all channels, rather than have the engagement controls in different locations for each channel. Here are the advantages of having such a unified, consistent location for engagement controls:
The unified engagement controls are automatically available to the agent as part of an active engagement.
Display a dial pad to enter numbers during the call.
Mute or unmute your mic. Agents and consumers in video engagements will see a notification if they are muted or if their speaker is set to a low volume.
Start or stop your own video.
Access the chat window to chat with the participants.
Place the video call on hold or resume the video call. The receiving party will not be seen or heard while they're on hold.
Start sharing your screen. You will be able to select the desktop or application you want to share.
Display live captions. You can select the speaker's language and view the full transcript.
Transfer the video call to another queue, flow, agent, or external phone number.
Note: This control is only available when the queue's distribution method is set to Do Not Distribute .
Release the active video engagement back to the queue that routed it. After releasing, the engagement will be available in the active engagements tab where an agent or supervisor can manually assign it .
Start recording the video call. You may hear an audio prompt notifying both parties that the call will be recorded (the audio prompt can be disabled by the admin). Contact center users with access can view, download, or delete call recordings using the Zoom desktop app or web portal.
The following scenarios affect call recordings:
Note : If your admin enabled automatic call recording, the Record button will be inaccessible.
Pause, resume, or stop the ad hoc or automatic call recording.
Notes :
Add participants to the call. Also known as conference call.
Invite others to join the video call with an invite link.
Remotely control the participant's computer.
Hang up (end) the call. If set by your admin, you will enter the wrap-up period where you can enter notes for the call and add the number to the address book .
The right-side panel contains the Profile and Engagement tabs.