Configuring integrations with multiple CRM instances

Zoom Contact Center admins can configure integrations with multiple CRM instances. This provides the ability to assign an agent to a specific integration using connection names instead of connection type. This includes user bulk import, export or update functionality.

Validations are in place for Zoom Contact Center admins while setting up new integrations to stop them from reusing the same connection name that exists already or having the connection name same as the connection type. Based on this, you might also observe connection names being updated for the existing integrations.

Validations are put in place in such a way that agents should be able to handle engagements from the CRM instance that is assigned to them. At the end of engagement, the engagement log gets stored in the same CRM instance where the agent has handled the engagement.

This feature should be enabled by Zoom.

Prerequisites for configuring integrations with multiple CRM instances

How to configure integrations with multiple CRM instances

  1. Sign in to the Zoom web portal as an admin with Contact Center permissions. 
  2. In the navigation menu, click Contact Center Management then Integrations.
  3. In the Applications tab, click Add Integration.
  4. On the Select application page, choose the external application you would like to connect with.
  5. Enable the Zoom integration for the selected application.