Admins can enable supervisors and agents to search for people in the contact center address books when placing or transferring voice calls. The system matches the name to the account’s Zoom Phone Contacts and locates matches for the contact. The system displays matches for contacts containing an extension or phone number, then supervisors and agents can select the correct contact and number combination. If a matching name does not include an extension or phone number, then they don’t display as a match.

You can also enable supervisor and agents to search for people in the Zoom Phone contacts directory when placing or transferring voice calls. Calls from Zoom Phone to Zoom Contact Center route directly to one another for best call quality and will not incur charges as an outbound Zoom Phone call.

Note: PSTN calls forwarded or transferred from Zoom Phone to Zoom Contact Center may continue to incur charges as an inbound Zoom Contact Center call. This can be useful for use cases where calls are routed from a Zoom Phone auto receptionist or user to a Zoom Contact Center flow. 

Prerequisites for setting up contact search for Zoom Contact Center

• Account owner or admin privileges; or relevant role/privilege
• Pro, Business, or Education account
• Zoom Contact Center license
• Outbound voice calling set up

How to enable or disable contacts search for Zoom Contact Center

Account

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Preferences.
3. Click General Settings.
4. In the Contacts section, click the following toggles to enable or disable it:
   • Allow users to search for people in the Contact Center Address Books when placing or transferring voice calls: Allow users to search for people in the contact center address books when placing or transferring voice calls. 
   • Allow users to search for people in the Zoom Phone Contacts directory when placing or transferring voice calls: Allow users to search for people in the Zoom Phone contacts directory when placing or transferring voice calls. The Zoom Phone contacts directory includes internal phone users and external contacts (if set up).

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. Click the Policy tab.
5. Click the following toggles to enable or disable it:
   • Address Book Contacts: Allow users to search for people in the contact center address books when placing or transferring voice calls. 
   • Zoom Phone Contacts: Allow users to search for people in the Zoom Phone contacts directory when placing or transferring voice calls. The Zoom Phone contacts directory includes internal phone users and external contacts (if set up).