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 mobile app, or web client. You can also invite another Zoom Contact Center user by searching through existing users.

Requirements for a participant to a video engagement

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.

Table of Contents

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

Desktop app
  1. Sign in to the Zoom desktop app.
  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 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.
Mobile app
  1. Sign in to the Zoom mobile app.
  2. Tap the Contact Center tab.
  3. Answer a video engagement.
  4. Next to the Participants icon , tap the up arrow icon , then click Invite.
    Tip: You can also tap the Participants then Invite.
  5. Tap 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. Tap 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.

Desktop app
  1. Sign in to the Zoom desktop app.
  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 Link.
  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.
Mobile app
  1. Sign in to the Zoom mobile app.
  2. Tap the Contact Center tab.
  3. Answer a video engagement.
  4. In the top-left corner, tap the info icon .
    Zoom will display the dial-in number and join link.
  5. Tap Copy Link.
  6. Send this information to the third party you want to join the video engagement.

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.

Desktop app
  1. Sign in to the Zoom desktop app.
  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 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 Support if you need to modify or disable these options.
  7. Click Call.
Mobile app
  1. Sign in to the Zoom mobile app.
  2. Tap the Contact Center tab.
  3. Answer a video engagement.
  4. Next to the Participants icon , tap the up arrow icon , then click Invite.
    Tip: You can also tap the Participants then Invite.
  5. Tap 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 Support if you need to modify or disable these options.
  7. Tap Call.
note icon
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.