Managing Zoom Contact Center audio setting in the desktop app

Agents can access Zoom Contact Center setting in the Zoom desktop app to set a ringtone specifically for contact center inbound voice/video engagements to differentiate these from inbound Zoom Phone calls and Zoom Meeting invites. 

Requirements for managing Zoom Contact Center audio setting in the desktop app

• Pro, Business, or Education account
• Zoom desktop app for Windows or macOS: Global minimum version or higher
• Zoom Web App
• Zoom Contact Center license

Note: Zoom Contact Center no longer supports devices running on Windows 32‑bit operating systems or 32‑bit browsers. To continue using Zoom Contact Center features, users must upgrade to a 64‑bit operating system and a 64‑bit browser.

How to set a custom ringtone for Zoom Contact Center

1. Sign in to the Zoom desktop app.
2. Click your profile picture then click Settings.
3. Click the Audio tab.
4. In the Ringtones and notifications section, click the Contact Center and video ringtone drop-down menu and select a ringtone for contact center inbound engagements.

How to enable or disable new message audio notification

1. Sign in to the Zoom desktop app.
2. Click your profile picture then click Settings.
3. Click the Audio tab.
4. In the Ringtones and notifications section, click Edit next to Contacts and select a custom ringtone for specific contacts.
5. Under Contact Center message notifications, select one of the following options:
   • Always play notifications: Play sound notifications for all unread messages.
   • Mute during meetings and calls: Mute sound notifications only during Contact Center video or voice calls.
   • Always mute notifications: Mute sound notifications for all unread messages.