Setting up outbound calling for Zoom Contact Center

Zoom Contact Center admins can enable or disable agents' ability to place outbound voice or video calls from queues they're a member of. This is disabled by default.

For outbound voice calling, you can set each agents' default outbound voice queue. This is useful if an agent is a member of multiple queues, and you want to set a default queue for outbound calls.

You can also allow supervisors and agents to search Zoom Phone or address book contacts when making outbound calls. For outbound SMS, refer to the article about setting up outbound SMS.

Requirements for setting up outbound calling

• Pro, Business, or Education account
• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license
• Voice or video queue created for enabling or disabling outbound calling

How to enable or disable outbound calling for a queue

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 Queues.
3. Click the display name of the voice or video queue you want to edit.
4. In the Outbound Settings section, click the Outbound Calls toggle to enable or disable it.
   Note: If this toggle is enabled and greyed out, it means the queue was assigned as the default outbound queue for 1 or more users. You need to remove or change the default outbound queue for those users in order to disable this setting.
5. If a verification dialog displays, click Enable or Disable to verify the change.
6. If enabling outbound calls, change the outbound queue settings.

Outbound queue settings

Voice queues

• Queue Caller ID Number: Click the plus icon to assign caller ID numbers to the queue. Agents will be able to select one of these caller ID numbers when placing outbound voice calls. Select the phone numbers to assign, then click Save.
• Launch URL: Launch a URL during outbound engagements.
• Launch Trigger: Specify when the link will launch for the engagement.
• Link to Launch: Click Edit to enter a valid URL beginning with https://. Insert parameters to pass information about the engagement to the URL as plain text.
• Media while Transferring: The audio file name that plays while routing the caller to the next available member based on the call distribution method. Click Edit then select one of these options:
  • Add Audio: Select, record, or upload custom audio.
  • Choose from Assets Library: Select audio from the asset library.
• Media while on Hold: The audio file name that plays when a caller is placed on hold by a queue member. Click Edit then select one of these options:
  • Add Audio: Select, record, or upload custom audio.
  • Choose from Assets Library: Select audio from the asset library.
• Dispositions: Add dispositions and sets for agents to categorize their engagements when the outbound engagement is completed. Admins can make disposition selection Mandatory or Optional for queues.
• Wrap-up duration: Click Edit to select the amount of time before another engagement is routed to a member after they finish the outbound queue call. This can be useful if you require queue members to take breaks in-between calls; for example, to allow time to enter notes for the call.
  Note: If a user is a member of multiple queues, they will not receive inbound notifications from their other queues when they are in the wrap-up time period for this queue.
• Wrap-up auto-close: Click the toggle to automatically save and close wrap-up at the end of the wrap-up duration. When turned off, wrap-up will close after 12 hours.
• Wrap-up after Transfer: Click the toggle to allow agents to complete their wrap-up when transferring internally or when a supervisor takes over.
• Wrap-up Expiration: Click the toggle to enable or disable a wrap-up expiration limit and default disposition. Click Add Default Disposition to set the default disposition. If enabled, when the expiration time is exceeded, the engagement will auto closed; agents’ status will automatically change from Occupied to Ready; and the default disposition will be automatically set.
  Note: If the toggle is greyed out, you must set specific dispositions (not disposition sets) to the queue using the Dispositions setting above. This is required so that you can set the default disposition.
• Outbound Labels: Set the duration used for brief outbound engagements.

Video queues

• Launch URL: Launch a URL during outbound engagements.
• Dispositions: Add dispositions and sets for agents to categorize their engagements when the outbound engagement is completed. Admins can make disposition selection Mandatory or Optional for queues.
• Wrap-up duration: Click Edit to select the amount of time before another engagement is routed to a member after they finish the outbound queue call. This can be useful if you require queue members to take breaks in-between calls; for example, to allow time to enter notes for the call.
  Note: If a user is a member of multiple queues, they will not receive inbound notifications from their other queues when they are in the wrap-up time period for this queue.
• Wrap-up auto-close: Click the toggle to automatically save and close wrap-up at the end of the wrap-up duration. When turned off, wrap-up will close after 12 hours.
• Wrap-up after Transfer: Click the toggle to allow agents to complete their wrap-up when transferring internally or when a supervisor takes over.
• Wrap-up Expiration: Click the toggle to enable or disable a wrap-up expiration limit and default disposition. Click Add Default Disposition to set the default disposition. If enabled, when the expiration time is exceeded, the engagement will auto closed; agents’ status will automatically change from Occupied to Ready; and the default disposition will be automatically set.
  Note: If the toggle is greyed out, you must set specific dispositions (not disposition sets) to the queue using the Dispositions setting above. This is required so that you can set the default disposition.
• Video Join Link

How to set the default outbound voice queue for a contact center user

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 Users.
3. Click the display name of the user you want to edit.
4. Scroll down to the Queues section.
5. Next to Default Outbound Queue, click Add. If there's already a default outbound queue, click Edit then click one of these options:
   
   • Choose from Assigned Queues: Change the default outbound queue.
   • Delete: Remove the default outbound queue.
6. Select the queue to use as default for outbound voice calls, then click Save.
   Note: You will only see queues that the user is a member of.
7. Click Save.