Multi-tasking while on an open engagement

While on an open Zoom Contact Center engagement, agents can switch to other Zoom desktop app tabs; and join another engagement, Zoom Phone call, or Zoom meeting. For example, this can be useful if you need to access Zoom Team Chat to reach an internal supervisor for help on a consumer engagement.

Requirements for multi-tasking while on an open engagement 

• Zoom desktop app for Windows or macOS, 5.9.3 or higher
• Pro, Business, or Education account
• Zoom Contact Center license

How to multi-task while on an open engagement

1. Sign in to the Zoom desktop app.
2. Receive an inbound voice/video or messaging engagement. You can also make an outbound voice call or SMS.
3. While on an open engagement, perform one of the following:

Switch to another tab

Click on another tab in the Zoom desktop app. For example, click the Team Chat tab to contact a supervisor for assistance.

You will see a contact center notification banner informing you of the open engagement and providing you with these options:

• Mute: Mute contact center audio. You should mute if you join the meeting audio using your computer audio.
• Unmute: Unmute the contact center audio. 

Join a Zoom meeting

Join or start a Zoom meeting.

You will see a notification informing you that your contact center call will be placed on hold and the audio will be switched to the meeting.

Make or receive a Zoom Phone call

Make or receive a Zoom Phone call. 

You will see a contact center notification banner informing you of the open engagement and providing you with these options:

• Mute: Mute contact center audio. You should mute when you make or receive a Zoom Phone call.
• Unmute: Unmute the contact center audio.