Managing Zoom Contact Center users

Zoom Contact Center admins can assign or remove Zoom Contact Center licenses to existing Zoom users. After adding users, you can change users' settings.

This article covers:

• How to add a user to Zoom Contact Center
• How to view or edit existing Zoom Contact Center users

Prerequisites for managing Zoom Contact Center users

• Account owner or admin privileges; or relevant role/privilege
• Pro, Business, or Education account
• Zoom Contact Center license

How to add a user to Zoom Contact Center

You can add an existing user in the Zoom account to Zoom Contact Center. 

Notes:

• If the account has concurrent licensing, a Zoom Contact Center user is counted towards the total concurrent license amount when they are signed in.
• If the account doesn't have concurrent licensing, users added to Zoom Contact Center are counted towards the total license amount.
• To assign up to 1,000 licenses at once, see the article to batch add users.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Users.
3. Click Add.
4. In the General section, specify the following required information:
   • User(s): Click Add, select the users to assign licenses to, then click Add.
   • Role: Select the role to assign to the user.
   • Package: Select from the following options:
     • Zoom Contact Center Essentials 
     • Zoom Contact Center Premium (To assign package to users, you will need to reach out to the Sales team to purchase additional packages)
     • Zoom Contact Center Elite 
       Note: If the packages selected are Zoom Contact Center Essentials or Zoom Contact Center Premium for a user, then AI Expert Assist can be assigned to that user as an add-on (if purchased). AI Expert Assist is already included for Zoom Contact Center Elite package.
5. (Optional) Change the user’s settings.
   Note: Some settings are only available after you've added the user, and you're changing user settings.
6. Click Save.
   Users will receive an email notification.

How to view or edit existing Zoom Contact Center users

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Users.
3. Use the following options to search or filter users.
   • Search field: Enter keywords to search contact center users.
   • Queue drop-down menu: Select a queue to only display users assigned to a specific queue.
   • Active Status drop-down menu: Select a user access status to only display active or inactive users. You can change users' access status in user settings.
4. Locate a user you want to edit, then click the ellipses icon for these options:
   • Edit: Change user settings.
   • Remove: Remove the Zoom Contact Center license from the user. 
     Note: To remove several users at once, select the check boxes beside the Name column, then click Remove at the top of the table.