Zoom Contact Center voice call controls

After using Zoom Contact Center for making or receiving voice calls, you can access in-call controls like placing the call on hold or transferring the call. You can also multi-task while on an active voice engagement.

This article covers:

Prerequisites for using voice call controls

How to access Zoom Contact Center voice call controls

The unified engagement controls are automatically available to the agent as part of an active engagement. 

  1. Sign in to the Zoom desktop client.
  2. Make or receive a voice engagement.
    When the call connects, you will have access to voice call controls.

Mute / Unmute

Mute or unmute your mic. Agents and consumers in voice engagements will see a notification if they are muted or if their speaker is set to a low volume.


Display a dial pad to enter numbers during the call.

Add Call

Add participants to the call. Also known as conference call.

Hold / Unhold

Place the call on hold or resume the call. The receiving party will hear music while they're on hold.

Note: Admins can customize your hold music in the Zoom web portal.


Transfer the voice call to another queue, flow, agent, or external phone number.


Note: This control is only available when the queue's distribution method is set to Do Not Distribute.

Release the active voice engagement back to the queue that routed it. After releasing, the engagement will be available in the active engagements tab where an agent or supervisor can manually assign it.


Upgrade the voice engagement to a video engagement. You will be prompted to choose an option so the consumer can receive the video engagement join link:

Click Send and Upgrade. You will automatically upgrade to the video engagement when the consumer joins the video engagement.



Start recording the voice call. You may hear an audio prompt notifying both parties that the call will be recorded (the audio prompt can be disabled by the admin). Contact center users with access can view, download, or delete call recordings using the Zoom desktop client or web portal

The following scenarios affect call recordings:

Note: If your admin enabled automatic voice call recording, the Record button will be inaccessible.

Pause / Resume / Stop Recording

Pause, resume, or stop the ad hoc or automatic voice call recording.


Hang up / end icon

Hang up (end) the call. If set by your admin, you will enter the wrap-up period where you can enter notes for the call and add the number to the address book.

Right-side panel

The right-side panel contains the Profile and Engagement tabs.