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.

Requisites for using voice call controls

• Zoom desktop app for Windows or macOS, 5.12.0 or higher
• Pro, Business, or Education account
• Zoom Contact Center license
• Contacts search enabled by your admin for searching Zoom Phone users and address book contacts
• Record and stop record controls enabled by your admin
• Relevant engagement feature privilege enabled by your admin

Zoom Contact Center unified engagement controls

Starting with the February 2024 Zoom Contact Center release, engagement controls are located in the same location at the bottom of the engagement for all channels. This enables the agent experience to be consistent across all channels, rather than have the engagement controls in different locations for each channel. Here are the advantages of having such a unified, consistent location for engagement controls:

• Consistent engagement experience for agents and supervisors across different channels improving the agent training and learning curves
• Upgrade scenarios between different channels become seamless with controls in the same location for all engagements
• Upcoming new channels to Zoom Contact Center will follow the same engagement controls framework to continue to maintain a consistent omni-channel experience
• Consistent engagement controls enable optimal utilization of screen space to aid future upcoming features

How to access unified Zoom Contact Center engagement controls

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

1. Sign in to the Zoom desktop app.
2. Make or receive a voice engagement.
   When the call connects, you will have access to voice call controls. Controls are located at the bottom of the Zoom Contact Center desktop client.
   

Top bar

The top bar shows the consumer's display name, engagement duration, and the following features to enhance agent interactions, including:

• Customer sentiment Rating: View real-time sentiment to adjust your conversation style based on the consumer's mood.
• Talk speed and length: Track speaking speed and duration to keep the conversation on pace.

Bottom section controls

Keypad

Display a dial pad to enter numbers during the call.

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.

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.

Add Call

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

Transfer

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

Record

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 app or web portal.

The following scenarios affect call recordings:

• If you transfer the call, the recording will end when you select a transfer option. This applies when transferring to external or internal contacts. If you select Warm Transfer , you can start the recording again to record the portion before you complete the transfer.

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.

Notes :

• These options are only available if your admin enabled the ability for you to stop/resume automatic voice call recordings.
• If you resume the recording, you will record to the same recording file. Zoom will not create a separate recording file. As a result, you will see a single recording file/entry when you or an admin views recordings. View recordings in the web portal to see the timestamps of when the recording was stopped and resumed.

Release

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 to Video

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:

• Send an SMS to : Send the join link by SMS message.
• Send an email to : If the consumer's phone number belongs to an address book contact, you can select this option to send the join link to the contact's email address.
• Enter a new phone number or email address : Manually enter the phone number or email address of the consumer so they 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.

Notes :

• To have this feature enabled, submit a request to Zoom Support.
• You can't upgrade the voice engagement to video if you're a supervisor monitoring the engagement. If the agent upgrades the voice engagement while you're monitoring, you will automatically change to watching the video engagement.

Start Transcript

View live transcriptions and choose your preferred language for captions and live transcription display.
Note: Live transcription can be enabled in both account-level and queue-level settings for voice.

Start Cobrowse

Start Cobrowse sessions during voice engagements.

End button

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.