Changing Zoom Contact Center inbox settings

After creating an inbox, admins can change inbox settings like granting users access to the inbox or auto deleting inbox messages after a specified number of days.

Requirements for changing inbox settings

• Account owner or admin privileges
• Pro, Business, or Education account
• Zoom Contact Center license

How to access inbox settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Inbox.
3. Click the display name of the inbox to edit.

Inbox settings

Settings section

• Display name: Click the pencil icon to change the display name that helps identify the inbox.
• Inbox type: Displays the inbox type.
• Access: If applicable, indicates the number of queues or queue members that have access to the inbox. Users with access can play, download, or delete messages in the voicemail or videomail inbox. You can edit the queues or users with access.
• Greeting Audio: The audio file that plays before allowing the caller to leave a message for the inbox. Click the play icon to play the current audio file. To change the audio, click Edit then select one of these options:
  • Add Audio: Select, record, or upload custom audio.
  • Choose from Assets Library: Select audio from the asset library.
• Greeting Language: This setting only applies if you're using the default media for Greeting Audio. Set the greeting language for the default greeting audio. For example, selecting British English means the default media will have a British English voice.
• Voicemail Time Limit: Set the time limit for each voicemail message.
• Delete Voicemail after a Specified Number of Days: Specify the number of days. Inbox messages older than the specified number of days will be permanently deleted.
• Soft Delete: Change the soft detention period for inbox messages. 

Storage section

• Inbox Content Storage Location: Manage the storage location of Communications Content.

Policy section

• Voicemail Transcription: If Zoom was able to transcribe the voicemail message, allow users to access transcriptions of voicemails from the Zoom client, the Zoom web portal, and email notifications. 
• Voicemail Auto Assignment: Distribute voicemails automatically only to designated agent, queues, or teams.
  • Send to
    • A specific agent: Automatically assign to the designated agent when a voicemail is received.
    • The best matching member of this inbox’s access list: Assign the voicemail to one of the inbox’s access list member. If Agent Routing Profile is specified below, the voicemail will be assigned to the member who has most relevant and fitting skills.
    • A queue’s best matching member: Assign the voicemail to one of the members within the selected queue. If Agent Routing Profile is specified below, the voicemail will be assigned to the member who has most relevant and fitting skills.
  • Agent Routing for Inbox
    • Click Add Agent Routing to specify a routing profile to assign voicemails to the agent who has the corresponding skills.
•  Voicemail Notification: Change email notification settings for voicemails.

How to allow access to an inbox

Allow queues to access an inbox

You can grant queues access to the inbox. This means that all supervisors and members of the queue will be given access to the inbox.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Inbox.
3. Click the display name of the inbox to edit.
4. In the Access section, click Add or View or Edit.
5. Click the Queues tab. 
6. Click Add Queue.
7. Select the queues to add, then click Save.

Allow specific users to access an inbox

You can also allow specific Zoom Contact Center users access to the inbox. Users with access to an inbox can play, download, or delete messages in the voicemail or videomail inbox. Giving access to users also allows other agents to transfer voice calls to the associated inboxes if the user is not in the Ready status.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Inbox.
3. Click the display name of the inbox to edit.
4. In the Access section, click Add or View or Edit.
5. Click the Members tab.
6. Click Add Members.
7. Select the users to add, then click Save.

Allow teams to access an inbox

You can allow teams to access an inbox, granting all team members the ability to view and manage the inbox.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Inbox.
3. Click the display name of the inbox to edit.
4. In the Access section, click Add or View or Edit.
5. Click the Teams tab.
6. Click Add Teams.
7. Select the teams to add, then click Save.