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.

Requirements for configuring integrations with multiple CRM instances

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

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 top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then Contact Center.
4. Click Integrations.
5. In the Applications tab, click Add Integration.
6. On the Select application page, choose the external application you would like to connect with.
7. Enable the Zoom integration for the selected application.
   • Salesforce
   • Zendesk
   • ServiceNow
   • Microsoft Dynamics 365
   • HubSpot

How to enable Zoom desktop client for CTI voice media

1. Sign in to the Zoom web portal as an admin with Contact Center permissions. 
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then Contact Center.
4. Click Preferences then Agent status and experience.
5. Click the Use Zoom Desktop Client for CTI voice media toggle to enable the feature.

When enabled, the Zoom Desktop app provides the voice media stream for supported CRM calls. Agents continue using call controls in their CRM CTI or Smart Embed as usual. If the Zoom Desktop app is unavailable, calls automatically fall back to CTI/WebRTC.

How to enable video engagement auto pop-out

1. Sign in to the Zoom web portal as an admin with Contact Center permissions. 
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then Contact Center.
4. Click Integrations.
5. To the right of the CRM integration, click the ellipsis icon then View configuration settings.
6. Go to Global settings.
7. Under CTI pop out window, enable the following:
   • Allow agents to pop out CTI
     • Pop out automatically before video engagements
8. Once admin settings are enabled, agents should open the Zoom Contact Center widget in the CRM.
9. In the widget, click the Settings icon.
10. Enable Open WebRTC in separate window.

When a video engagement is received, the WebRTC experience opens automatically in a separate, enlarged browser window outside the CRM tab, allowing agents to use the larger pop-out window for video engagements while continuing to work in the CRM.