Configuring Zoom Apps for Zoom Contact Center

• Visual Apps (previously labeled as Zoom Apps): Agent-facing applications that appear inside the Zoom Contact Center desktop app.
• Streaming Apps (previously labeled as RTMS): Integrations that stream real-time voice media to external systems.

• Added from the Zoom App Marketplace.
• Assigned to one or more queues.
  Apps will only function for agents after they are assigned to a queue.

Requirements for configuring Zoom Apps for Zoom Contact Center

How to add the app from the Zoom App Marketplace

Before assigning a Visual App or RTMS App to a queue, it must first be added to your account through the Zoom App Marketplace.

1. Sign in to the Zoom App Marketplace as an admin or account owner.
2. Search for the app by name.
3. Click the app.
4. Click Add for Others.
5. Under As an admin, add (App Name) for, click Users & Groups.
6. Click the Groups tab.
7. Select All Contact Center Users (recommended).

Depending on your app approval settings, agents may be able to install apps themselves from the Zoom App Marketplace. However, the app will not be available in Zoom Contact Center until it is assigned to a queue.

 

How to assign the app to a queue

After the app is added to your account, it must be assigned at the queue level in order to function in Zoom Contact Center.

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX management .
4. Click Contact Center then Integrations.
5. Select the appropriate tab:
   • Visual apps tab for agent-facing apps
   • Streaming apps tab for real-time media stream apps
6. Locate and click the app.

Assign the app to one or more queues

• If the app already has assigned queues:
  • Click Manage queue(s).
  • Click + Add Queue.
• If the app has no assigned queues:
  • Click + Add Queue(s).
• Select the checkbox next to each queue you want to assign.
• Click Add.
  The app will now apply to engagements handled through the selected queues.
• For Visual apps, the app will appear in the agent desktop when handling engagements from the assigned queue.
• For RTMS, real-time media streaming will apply to voice engagements from the assigned queue.

Grant a visual app access to Contact Center variables

• Find the app in the Visual apps tab.
  • Click Add Variables or Manage variables.
  • Search for global variables that should be available to this app
    Note: If the ability to assign variables to this app is grayed out, it is because the app developer did not request access to Contact Center variables via the Zoom Apps SDK scopes.

Unassign the app from one or more queues

• Click Manage queue(s).
• To remove individually:
  • Click Remove next to the queue name.
• To remove in bulk:
  • Select multiple queues.
  • Click Remove Selected.
• If prompted, click Remove to confirm.

Streaming apps

• Auto-start: When enabled, the app automatically accesses stream data. When disabled, the app must manually invoke streams through the API.
• Flows: Select the flows that can access the app. Add a flow when the IVR portion of the engagement needs to be streamed to the app.
• Queues: Queues can also be assigned to Streaming apps when the agent leg needs to be streamed to the app.
• Excluded users: Select users who should not be able to access the app.

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX management .
4. Click Contact Center then Integrations.
5. Select the Streaming apps tab.
6. Locate and click the app.
7. Under Flows, click Manage flow.
8. Select the checkbox next to each flow you want to assign.
9. Click Add.

• Adding an app from the Zoom App Marketplace does not automatically make it available in Zoom Contact Center.
• The app must be assigned to at least one queue.
• Queue assignment controls which agents and engagements the app applies to.