Changing Zoom Contact Center user settings
After adding users to Zoom Contact Center, you can change user settings.
Requirements for changing Zoom Contact Center user settings
- Account owner or admin privilege; or relevant role/privilege
- Pro, Business, or Education account
- Zoom Contact Center license
How to access Zoom Contact Center user settings
Admins can change users settings after adding them to Contact Center. Most of these settings are also available while adding users to Contact Center.
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Users.
- Click the display name of the user you want to edit.
You can access or customize the following settings:
Profile tab
Display name section
You can change this settings at the top of the settings page.
- Display name: Click Edit to change the contact center user's display name. This display name is shown to consumers for active engagements where the user's display name is shown to consumers (video and chat engagements). It's also shown to other agents and supervisors that join an active video or chat engagement that has the user. By default, the user's display name is set to their first name.
Note: The contact center display name is separate from the user's Zoom profile display name.
General section
- Profile Picture: Determine what profile picture is shown to contact center consumers and other users, then click Save.
- Use name initials: Display the user's initials as their profile picture.
- Use personal profile picture: Use the user's Zoom profile picture as their Zoom Contact Center profile picture.
- Use a new photo: Use a separate profile picture from the user's Zoom profile picture. After selecting this option, hover over the generic profile picture and click the pencil icon
to change the picture. Select 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.
- Role: Displays the user’s role. Click the drop-down menu to change the user’s role. Default roles are displayed first, followed by custom roles.
Note: If you're an admin changing your own user settings, you can only change your role to one that has the User Management view and edit privilege. This is to prevent admins from accidentally losing access to contact center user management. - Package: The Zoom Contact Center package assigned to the user.
- 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.
- Add-ons: This is visible if the customer has purchased add-ons such as AI Expert Assist.
- Team: To assign a team, click Edit and select a team. Check the box to assign the user as a supervisor. If left unchecked, the user will be assigned as an agent by default.
- Client Integration: Click the drop-down to select from the available client integrations for Contact Center.
- External URL: Launch a URL during inbound engagements.
Note: To have this feature enabled, submit a request to Zoom Support. - User Access: The status of the user's license. If you disable the user, they will still appear in the user list but can't use contact center features.
Note: You can't change your own status. Contact another admin to make this change. - Country/Region: Set the user's country/region so that phone numbers are formatted based on the selected country/region.
- Region: Manage the user's region.
- Emergency Calling using Zoom Phone: Click the toggle to enable emergency calling for agents and supervisors using Zoom Phone.
Queues section
- Assigned Queues: Displays queues that the user is a member of (agent or supervisor).
- Assign a queue for this user as an agent: Click Add Queues to add the user to queues as an agent. Click the cross icon
to remove the user from the selected queue. - Assign a queue for this user as an supervisor: Click Add Queues to add the user to queues as a supervisor. Click the cross icon to remove the user from the selected queue.
- Opt-out and Not Ready Reasons: Displays the opt-out and Not Ready reasons that the agent can select.
- Default Outbound Queue: Set the default outbound queue for outbound voice calls and messaging channel.
Skills section
- Assigned Skills: Displays skills that have been assigned to the user.
- Click Add Skill to assign more skills to the user.
- Click the cross icon (×) to remove the skill from the user.
Intents section
- Assigned intents: Displays the intents currently assigned to the user.
- Click Add intent to assign intents.
- Select one or more intents from the list, then click Save to apply the changes.
Channel Settings section
- Engagement Capacity: The system will calculate capacity for engagements based on the weight configuration of active and inactive engagements. The inactive weights are set in your account preferences.
- Click the Voice and Video toggle to allow a concurrent voice or video call to be routed with other channels. Users can only have one voice or video call at any time. When enabled, you can set the load threshold for calls for both Email and Messaging.
- Email: Set the maximum concurrent email engagements. This weight is used to determine the maximum number of active email engagements that agents can handle at once.
- Messaging: Set the maximum concurrent messaging engagements. This weight is used to determine the maximum number of active messaging engagements that agents can handle at once.
Engagement weight represents the proportion of a single agent slot that an engagement is currently occupying. For example, when a web chat, SMS, or email is first assigned to an agent, its weight is 1.0 (system-driven), meaning it occupies the entire slot. If the agent sends a message and the end-user doesn’t respond for a long period, or if an agent sends an email and marks the engagement as awaiting reply, the engagement is considered inactive. The now inactive engagement can be assigned a lower weight, for example, 0.5 of a slot, because it doesn’t occupy as much of the agent’s attention/time and therefore the agent could have some of their capacity opened up.
Policy tab
Call handling section
- Enable PSTN redirect: Click the toggle to enable agents to use external PTSN phone numbers for inbound and outbound Zoom Contact Center calls. Agent can perform in-call controls from Zoom App (e.g. Transfer, Conference, Ad Hoc Recording, Hold / Unhold, etc.) when call is accepted on PSTN.
- Require verification process when adding a phone number: Select this option to require agents to verify external phone numbers before using them for call redirection for enhanced security.
- User-level control: Select to allow agents to edit their redirect preferences in their own contact center settings.
- Redirect calls to an external number: Click the toggle to allow agents to redirect inbound voice engagements to a personal number such as their home or mobile phone.
- Use Call Me On for outbound calls: Click the toggle to allow agents to place outbound calls through Zoom Contact Center using a personal number.
- After enabling Redirect calls to an external number or Use Call Me On for outbound calls, configure the following fields:
- Number Type: Select Home, Mobile, etc.
- Country/Region: Choose your location.
- Phone Number: Enter your external number.
- (Optional) Enable Require pressing “1” before connecting to the call.
- Review the billing notice, then check the acknowledgment box.
Recording and storage section
- Enable user level recording: Click the toggle to allow individual agents to apply their own recording settings for both automatic and ad-hoc (manual) call recordings. When enabled, this user's personal recording settings (including storage location, auto-recording, and ad-hoc recording preferences) will be applied instead of queue- or account-level defaults. Once enabled, the following settings can be configured: