Zoom Contact Center admins can enable or disable agents' ability to send outbound SMS from SMS queues they're a member of. This is disabled by default.

This article covers:

• How to set the default outbound SMS number (optional)
• How to enable or disable outbound SMS for a queue
• How to set the default outbound SMS queue for a contact center user

Prerequisites for setting up outbound SMS

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

How to set the default outbound SMS number (optional)

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Preferences.
3. In the General Settings section, change the following settings:
   • Outbound SMS
     • Click the first Assign Number to assign an outbound number to send all outbound SMS messages, including notifications for callback, rejoin video, and upgrade to video.
     • Click the second Assign Number to assign a default phone number for messaging and SMS queues with outbound enabled.
       Note: Follow the next section to get the outbound SMS number at the queue level.
   • SMS Options
     • Send International SMS: Allow agents to send international SMS messages.
     • Receive International SMS: Allow agents to receive international SMS messages.

How to enable or disable outbound SMS for a queue

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Queues.
3. Click the display name of the SMS or messaging queue you want to edit.
4. In the Outbound Queue Preferences section, click the Outbound Calls toggle to enable or disable it.
5. If a verification dialog displays, click Enable or Disable to verify the change.
6. If enabling outbound calls, change the outbound queue settings.
   • Outbound SMS: Click Assign Number to assign caller ID numbers to the queue. Agents will be able to select one of these caller ID numbers when sending outbound SMS. Select the phone numbers to assign, then click Save.
   • Dispositions: Add dispositions and sets for agents to categorize their engagements when the outbound engagement is completed.
   • Launch URL: Launch a URL during outbound engagements.

How to set the default outbound SMS queue for a contact center user

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Users.
3. Click the display name of the user you want to edit.
4. Scroll down to the Queues section.
5. Next to Default Outbound Queue, click Add under SMS Channel. If there's already a default outbound queue, click Edit then click one of these options:
   • Choose from Assigned Queues: Change the default outbound SMS queue.
   • Delete: Remove the default outbound queue.
6. Select the queue to use as default for outbound SMS, then click Save.
   Note: You will only see queues that the user is a member of, and have outbound SMS enabled.
7. Click Save.