The Preferences page allows Zoom Contact Center admins to change account-level settings that affect the agent and consumer experience.
This article covers:
Prerequisites for changing account-level settings
- Account owner or admin privileges; or relevant role/privilege
- Pro, Business, or Education account
- Zoom Contact Center license
How to change account settings
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Preferences.
- Change the following settings.
Account tab
General Settings section
- Voice and SMS Numbers
- Dial-in to Video Engagements: Set up dial-in for video engagements.
- Greeting Media: Displays the default greeting when someone dials in to a video engagement.
- Outbound Default Caller ID: Set a default caller ID number for voice queues with outbound calling
- Outbound SMS: Set up outbound SMS.
- SMS Options: Allow agents to send or receive international SMS messages.
- Port-out Verification: View the account's port-out verification code.
- Contacts: Allow contact center users to search for people in address books or the Zoom Phone contact directory.
- Block List for Voice Calls and Messaging: Allows administrators to block voice calls and SMS from phone numbers or prefixes.
- Consumer Authentication: Set up consumer authentication to securely identify a consumer and receive related consumer information, so that your Contact Center can leverage the data.
- Consumer History: Allow history of consumers to be viewed by Contact Center users.
- AI Companion: Manage AI Companion for Contact Center.
- Cobrowse: Allow users to start Cobrowse sessions during voice engagements.
Agent Status and Experience section
- System Statuses: Displays the statuses that are selectable by agents. Click Add status to define additional statuses. See the real-time analytics dashboard to view agent statuses in real time.
- Auto-update Status: When an agent misses the specified number of inbound engagements sequentially, automatically change their status to Not Ready. Click Edit, specify the number of engagements, then click Save.
Note: If their status automatically changes to Not Ready, agents will see a notification in the Zoom desktop client stating that their status has changed because they missed one or more engagements.
- Queue Opt-out and Not Ready Reasons: Choose reasons when users change their status to Not Ready or opt out of a queue.
- Outbound Campaign Skip Reasons: Select a reason to skip an offered engagement based on the campaign configuration.
- Agent Work Sessions: Allow agents to start or end work sessions, and automatically change inactive agents to Offline status.
- Queue Opt-out and Not Ready Reasons: Require users to select a reason when they opt out of a queue or set their status to Not Ready.
- Agent Notification – Supervisor Monitoring: Change monitoring settings for voice engagements.
- Voicemail Notification By Email: Change email notification settings for voicemails.
Consumer Experience section
- Flow Message Avatar and Name: Click Customize to change the name and avatar used when a messaging flow sends messages to consumers. Change the following options, then click Save.
- Name: Enter the display name shown to consumers.
- Avatar: Click Upload to use a custom avatar image, then select one of these options:
- Your Computer: Click Upload File to upload an image from your computer, then click Next. Click and drag the crop area to determine which part of the image is shown. You can also click and drag the slider below the image to change the zoom level. Click Save when you're done cropping.
Note: This image will not be added to asset library. - Choose from Asset Library: Select an image asset from the asset library, then click Next. Click and drag the crop area to determine which part of the image is shown. You can also click and drag the slider below the image to change the zoom level. Click Save when you're done cropping.
- Flow Sounds - Processing Media: When there is a delay in handling flow widgets for voice engagements, consumers will hear audio that will play on a loop until the widget is processed, similar to the music consumers hear when put on hold. Click play icon to listen to the default audio prompt.
- Typing Delay: Set the minimum length of time to show a typing indicator to consumers before a message is sent. The account preference is the default for flows, including third-party bot flows, Zoom Contact Center flows and Zoom Virtual Agent bot flows. This setting is shared with the Zoom Virtual Agent setting available at the virtual agent level.
- Video Disclaimer: Display written message to consumers before their video call starts. Click Edit then Edit Message to customer the message.
- Upgrade to Video Invite Template: Customize the join video call invitations that are displayed to consumers when the voice or messaging engagement is upgraded to video.
- Email Invite Template: Click Edit to customize the email invitation sent to consumers.
- SMS Message Invite Template: Click Edit to customize the SMS invitation sent to consumers.
Voice and Video Engagements section
- Transferring Call Data: Send certain information from Contact Center when transferring voice calls to Zoom Phone.
- Automatic Call Recording: Set up automatic voice and video call recording.
- Ad Hoc Call Recording: Set up ad hoc voice and video call recording.
- Live Transcription and Automated Captions: Allow users to view a live transcript and enable automated captions.
- Live Transcription: Allow users to view a live transcript in the voice and video engagements.
- Automated Captions: Allow all participants to enable automated captions in selected languages during video engagements.
- Language: Set the language for both live transcription and automated captions in video engagements, and live transcription in voice engagements.
- Video Experience: Change settings that affect agent and consumer controls in video engagements, including automated captions, live transcription, mirror video, and rejoin engagement.
- Suppress Zoom Phone and Zoom Meeting Notifications: If enabled, agents will not receive an inbound Zoom Phone or Zoom Meeting notification while they are in an active voice or video engagement. This setting is enabled by default.
- Automatically Update ZCC Status: Automatically change an agent's status to Not Ready - Forced when they accept a Zoom Phone or Zoom Meeting notification.
Messaging Engagements section
Email Engagements section
- Connect Email Accounts: Connect email accounts with external providers. Once connected, you can add your emails as entry points to flows and route flows to email queues.
- Inactive Engagements: Set up how engagements are handled when awaiting the consumer's reply to an agent's email.
- File Sharing: Allow agents to send files in emails.
- Authorized Email Recipients List: Manage the list of email addresses and domains for forwarding, CC, or BCC actions by agents, ensuring secure and compliant communication.
- Email signature: Auto-populate a unified email signature for users when they compose an email (signatures don’t sync with your email provider).
Performance section
Privacy and Data Retention section
Regions tab
Manage regions for voice.
Entry ID tab
Manage entry IDs for video flows.
Variables tab
Manage custom variables.
Operating Hours tab
Configure operating hours.