Inviting a participant to a video engagement

Agents can invite a participant to an active video engagement. You can invite external users by sending them invite information or by calling out to the invitee. If you send them the invite information, the third party can join the video engagement by phone or by using the Zoom desktop client, mobile app, or web client. You can also invite another Zoom Contact Center user by searching through existing users. 

This article covers:

• How to invite a Zoom Contact Center user to a video engagement
• How invite an external user to a video engagement by copying the invite information
• How invite an external user to a video engagement using the call out feature

Prerequisites for a participant to a video engagement

• Zoom desktop client for Windows or macOS, 5.10.3 or higher
• Pro, Business, or Education account
• Zoom Contact Center license
• For inviting external users, dial-in for video engagements must be set up by an admin

Note: Make sure the call-out phone numbers in the account are not blocked by the invitee's phone service. For US numbers, Zoom will always use this dedicated number, +1-646-568-7788. For international calling numbers, Zoom will use the numbers list in the web portal in ascending order. This means if the first number is not available, the next number on the list is used. If none of the numbers with the respected country are available, Zoom will use the US dedicated number, +1-646-568-7788.

How to invite a Zoom Contact Center user to a video engagement

1. Sign in to the Zoom desktop client.
2. Click the Contact Center tab.
3. Answer a video engagement.
4. Next to the Participants icon , click the up arrow icon , then click Invite.
   Tip: You can also click the Participants icon then Invite.
5. Click the Agent/Supervisor tab.
6. Select an agent or supervisor to invite to the video engagement.
   Note: You can only invite one agent or supervisor who has their status set to Ready.
7. Click Invite.
   • The agent or supervisor will receive an inbound notification they can accept join the video engagement.
   • When the agent or supervisor joins the video engagement, the engagement will still be assigned to you.
   • The invited agent or supervisor will not have access to all video engagement controls since they are not the assigned agent. They can't transfer, release, or end the engagement.
   • You can assign the engagement to the invited agent using video call controls.

How invite an external user to a video engagement by copying the invite information

You can invite a third party to a video engagement by copying the invite information, then sending this information to the invitee.

1. Sign in to the Zoom desktop client.
2. Click the Contact Center tab.
3. Answer a video engagement.
4. In the top-left corner, click the info icon .
   Zoom will display the dial-in number and join link. 
5. Click Copy Information. 
6. Send this information to the third party you want to join the video engagement. 
   Tip: Paste the URL or invitation using Ctrl + V on Windows, or Cmd + V on a Mac. You can also right-click and click Paste.

How invite an external user to a video engagement using the call out feature

You can invite a third party to a video engagement by calling out to the invitee's phone number. The invitee can answer the call to join the video engagement.

1. Sign in to the Zoom desktop client.
2. Click the Contact Center tab.
3. Answer a video engagement.
4. Next to the Participants icon , click the up arrow icon , then click Invite.
   Tip: You can also click the Participants icon then Invite.
5. Click the Call Out tab.
6. Specify the following information
   • Invitee Name: Enter a display name for the invitee to display in the video engagement.
   • Phone Number: Select the country code of the invitee's phone number, then enter the invitee's phone number.
     Note: If you are dialing a phone number that includes an extension, type a hyphen "-" after the phone number and enter the extension. For example, 6032331333-156 dials the extension 156.
   • Invite Options
     • Require greeting before being connected: Play a generic greeting before the invitee joins the meeting.
     • Require pressing 1 before being connected: Prompt the invitee to press 1 before they can join the meeting.
       Note: These options are both required. Contact Zoom if you need to modify or disable these options.
7. Click Call.