Zoom Contact Center video call controls

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.

Requirements for using video call controls

• Pro, Business, or Education account
• Zoom desktop app for Windows or macOS: Global minimum version or higher
• Zoom Contact Center license
• Contacts search enabled by your admin for searching Zoom Phone users and address book contacts
• Record and stop record controls enabled by your admin
• Relevant engagement feature privilege enabled by your admin

How to access unified Zoom Contact Center engagement controls

The unified engagement controls are automatically available to the agent as part of an active engagement.

1. Sign in to the Zoom desktop app.
2. Make or receive a video engagement.
   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.
   

Keypad

Display a dial pad to enter numbers during the call.

Mute / Unmute

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 / Stop Video

Start or stop your own video.

• Video controls (click ^ next to Start/Stop Video): If you have multiple cameras on your computer, you can select which Zoom is using, access the full video controls, and select a Virtual Background.

Chat

Access the chat window to chat with the participants.

Hold / Unhold

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.

Share Screen

Start sharing your screen. You will be able to select the desktop or application you want to share.

Captions

Display live captions. You can select the speaker's language and view the full transcript.

Transfer

Transfer the video call to another queue, flow, agent, or external phone number.

Release

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 .

Record

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:

• If you transfer the call, the recording will end when you select a transfer option. This applies when transferring to external or internal contacts. If you select Warm Transfer , you can start the recording again to record the portion before you complete the transfer.

Note : If your admin enabled automatic call recording, the Record button will be inaccessible.

Pause / Resume / Stop Recording

Pause, resume, or stop the ad hoc or automatic call recording.

Notes :

• These options are only available if your admin enabled the ability for you to stop/resume automatic call recordings .
• If you resume the recording, you will record to the same recording file. Zoom will not create a separate recording file. As a result, you will see a single recording file/entry when you or an admin views recordings. View recordings in the web portal to see the timestamps of when the recording was stopped and resumed.

Participants

Add participants to the call. Also known as conference call.

Copy invite link

Invite others to join the video call with an invite link.

Remote control

Remotely control the participant's computer.

End

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 .

Right-side panel

The right-side panel contains the Profile and Engagement tabs.