Configuring Zoom Apps for Zoom Contact Center

Zoom Contact Center Admins can add Zoom Apps built for Zoom Contact Center from the Zoom App Marketplace to their account for use by agents during engagements. Admins can configure and control the availability of each app by queue assignment. Zoom Apps allow agents to access external web applications right from within their Zoom Contact Center desktop client.

Requirements for adding Zoom Apps for Zoom Contact Center

• Account owner or admin privileges
• Zoom Contact Center or Zoom Contact Center user with permissions that include Integration (Edit) and Queue Management (Edit).
• Voice, Video, Messaging, or Email queue created

How to add Zoom Apps to Zoom Contact Center

To make the Zoom App available to Contact Center agents, you will need to complete the following steps:

Add Zoom Apps from Zoom Marketplace

The Contact Center compatible Zoom App will need to be assigned to all Contact Center agents within the Zoom Marketplace. It is recommended that you do that using the group assignment, as discussed below.

1. Sign in to the Zoom App Marketplace as admin or owner.
2. Enter the name of the Zoom App in the search bar and click it.
3. Click Add for Others.
4. Under As an admin, add (Zoom App name) for, click Users & Groups.
5. Under Add Users & Groups, click the Groups tab then select All Contact Center Users.

Note: Depending on the settings controlled by the admin for apps approval, agents may be able to install Zoom Apps on their own from the Zoom Marketplace. However, the app will not be displayed to them inside the Zoom Contact Center until the app is assigned to a queue as discussed below.

Configure Zoom Apps for Zoom Contact Center

The Zoom Contact Center compatible Zoom App will need to be assigned at the queue level, in order for the app to be displayed to the agent in their desktop client. Follow the steps below to make the queue assignment.

1. Sign in to the Zoom web portal as a Zoom Contact Center admin or as a Zoom Contact Center user with permissions that include Integration (Edit) and Queue Management (Edit).
2. In the navigation menu, click Contact Center Management then Integrations.
3. Click the 3rd Party Apps tab.
4. Locate and click the Zoom App.
5. To assign the app to one or more queues, follow these steps:
   1. If the app has existing queue(s), click Manage queue(s) then + Add Queue.
   2. If the app has no queue(s) yet, click + Add Queue(s).
   3. Check the box next to each queue name to be added, then click Add.
      The Zoom App will be displayed to the agent when they receive queue engagements based on this app assignment.
6. To unassign the app to one or more queues, follow these steps:
   
   1. Click Manage queue(s).
   2. To unassign one at a time, click Remove next to the queue name.
   3. To unassign in bulk, check the box next to each queue name to be removed, then click Remove Selected.
   4. If a verification dialog appears, click Remove to verify the change.