Transferring voice call data from Contact Center to Zoom Phone

Account owners and admins can manage the data shared between Zoom Contact Center and Zoom Phone during call transfers. By default, the Caller Name or Caller ID is automatically transferred to Zoom Phone. Additionally, admins can choose to enable or disable specific data fields for sharing, such as:

The options available for sharing depend on whether the account includes a Zoom Phone Power Pack license. These settings can be customized at both the account and queue levels, allowing organizations to tailor the data-sharing process to their specific needs.

Requirements for transferring voice call data from Contact Center to Zoom Phone

Table of Contents

How to change the account-level transfer call data settings

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Preferences.
  3. Under the Account tab, click the Voice and Video Engagements.
  4. Locate the Transferring Call Data section.
  5. Select or unselect the checkboxes next to the data fields to enable or disable their transfer to Zoom Phone.
    Note: The options available depend on the account's Zoom Phone Power Pack license status.
  6. (Optional) Click Manage Variables to select variables to pass during the transfer.
  7. (Optional) To prevent all users in the group from changing this setting, click the lock icon , and then click Lock to confirm the setting.
    The associated queue settings will be disabled and cannot be modified.

How to change the queue-level transfer call data settings

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Queues.
  3. Click the display name of the queue you want to edit.
  4. Click the Policy tab.
  5. In the Transfers and conferencing section, locate the Call data (transfers only) setting.
  6. Select or unselect the checkboxes next to the data fields to enable or disable their transfer to Zoom Phone.
    Note: The options available depend on the account's Zoom Phone Power Pack license status.
  7. (Optional) Click Manage to select variables to pass during the transfer.