Configuring Zoom Apps for Zoom Contact Center

Zoom Contact Center admins can add and configure two types of apps for use within queues:

Visual Apps (previously labeled as Zoom Apps): Agent-facing applications that appear inside the Zoom Contact Center desktop app.
RTMS Apps (Real-Time Media Stream Apps): Background integrations that stream real-time voice media to external systems.

Both app types must be:

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

To add and configure apps for Zoom Contact Center, you must be a Contact Center admin with access to the Integration management menus. You must have:

Account owner or admin privileges; or
Zoom Contact Center user permissions that include:
- Integrations (Edit)
- Queue Management (Edit)
At least one voice (for RTMS), video, messaging, or email queue must already be created.

How to add the app from the Zoom App Marketplace
How to assign the app to a queue

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.

Sign in to the Zoom App Marketplace as an admin or account owner.
Search for the app by name.
Click the app.
Click Add for Others.
Under As an admin, add (App Name) for, click Users & Groups.
Click the Groups tab.
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.

Sign in to the Zoom web portal.
In the navigation menu, click Contact Center Management then Integrations.
Click Zoom Apps.
Select the appropriate tab:
- Visual apps tab for agent-facing apps
- RTMS tab for real-time media stream apps
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.

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.