This article introduces the latest version of Zoom Contact Center CTI Connector Client: V3. This enhanced version enables agents to leverage advanced features while managing engagements through supported CRMs, delivering a more powerful and efficient experience.
Note: To verify that you are using CTI Client V3, locate the version number displayed in the lower left corner of the CTI client interface. If no version number is visible, you are running an earlier version of the CTI client.
Below is a list of all the new features available to customers with the CTI Client V3.
Agents using the CTI connector can view real-time sentiment analysis for any active voice or messaging engagement. Sentiment values (positive, neutral, or negative) appear as soon as the consumer's first message is received and update automatically as more messages or speech come in. Supervisors can monitor sentiment on their dashboards, allowing them to step in if needed. This feature is especially helpful for recognizing if a consumer is frustrated, allowing agents to adjust their conversation style to help de-escalate.
Agents using the CTI connector can see a short summary of the customer's previous interactions in the engagement preview before accepting or declining it. This helps agents quickly understand the context without having to read through lengthy transcripts. Agents also have access to concise summaries of the customer's previous interactions, allowing them to contribute to resolving the issue without the customer having to repeat themselves. Admins can configure summarization settings at the account and queue level.
Agents using the CTI connector will see disposition codes marked as mandatory or optional based on the queue setup. The wrap-up screen will appear or close automatically after transfers, according to admin settings. Existing customers' disposition codes will be migrated to keep their previous settings. Previously, disposition selection was always required if configured. Now, existing queues with disposition codes will default to optional selection, while new queues will default to mandatory selection. As a result, CTI customers need to modify the queue setting for existing queues to mandatory disposition selection in order to keep the current CTI's wrap-up behavior.
After a voice or messaging engagement ends, agents using the CTI connector can view the smart notes created by Zoom's AI Expert Assist and the AI-selected disposition in the CRM. Smart notes and dispositions are stored in custom fields within CRM records, such as session history in Salesforce, interaction in ServiceNow, tickets in Zendesk, and phone call records in Microsoft Dynamics 365. This automation speeds up the wrap-up process, allowing agents to quickly proceed to the next engagement.
Agents using the CTI connector can set up their microphone, speaker, and secondary ringing devices. A notification confirms that changes apply immediately, except during an active engagement. These new settings appear in the agent interface and include:
When a voice engagement is transferred between agents in Zoom Contact Center, the new agent receives the full context of the interaction. This includes the customer's information, any records or cases created by the previous agent, and notes taken during the engagement. For scenarios with multiple potential customer matches, clarifying information gathered by the first agent is also passed to the next agent.
Agents can access the messaging history for active and completed engagements that were upgraded from SMS, chat, web chat, in-app, Facebook, or WhatsApp to voice or video. This allows agents to see messages exchanged with the consumer before the upgrade, helping them reference important details. For upgrades from web/in-app chat to video, the chat messages are integrated into the in-video chat, allowing for smooth communication between the agent and consumer during the video engagement. This feature equips agents with the context they need to effectively resolve consumer issues.
Admins can disable the video camera for agents using the CTI connector during video engagements, including video escalations. This setting can be applied at the account or queue level, preventing agents from using their cameras. When the camera is turned off, consumers will see the agent's profile picture or avatar instead of a video feed. Engagement logs will track when the camera is enabled or disabled. This feature helps contact centers maintain a professional image and protect agents' privacy.
Agents using the CTI connector can use shortcuts to quickly insert saved replies in SMS or chat conversations. Matching saved replies, including their names and preview text, will appear when typing a shortcut. Agents can also use the Reply Assistant to browse and search all saved replies, organized by categories and filtered by language. Once a reply is selected, it's inserted into the active chat, and agents can edit it before sending. This helps agents respond faster to common inquiries, reducing handle time.
Agents using Zoom Contact Center CTI connector can persist their outbound caller ID number for SMS and voice engagements. Once selected, the outbound caller ID is stored and remains consistent across all sessions, even if agents log out or switch between clients. This saves time by eliminating the need to manually reselect the caller ID after each login.
Agents can use the outbound preview dialer in the CTI connector if enabled by admins. When enabled, agents can view contact details, skip to the next contact with a reason, or initiate an outbound call. Admins can configure settings like dialing strategy, maximum skips per record, preview timer, ring time, and calling hours. Agents also see screen pops, call logs, notes, and dispositions in the CRM.
Agents using the CTI Connector can turn real-time transcription on or off during active voice engagements. The transcription appears in the CTI window and is visible to all agents in the engagement. Each transcription includes the participant's name, timestamp, and near real-time text. Agents can scroll, search, and copy the transcription text. They also receive an audible notification when transcription is enabled or disabled. This allows agents to focus on the conversation without the need for note-taking or missing important details.
Agents using CTI connector can select from a list of available languages to view live transcriptions during voice engagements. The language selection is based on the agent's personal profile setting. If the preferred language is not supported, the default language is English or the first supported language in alphabetical order. Agents can change the transcription language, and the setting is saved for subsequent engagements.
Agents using CTI connector can enter the required skill inputs when transferring an engagement to a queue with an agent routing profile. They are required to enter values for the required priorities in the routing profile and have the option to enter or skip values for non-required priorities. This allows for proper routing of transferred engagements based on agent skills.
Agents using CTI connector can transfer control of a conference call to another Zoom Contact Center user in the call. If no other users are present, they can either end the call for everyone or leave the call without ending it for the remaining participants. When leaving or ending the call, agents can also wrap up or provide a call disposition if external participants are involved. Transferring conference ownership ensures the engagement continues smoothly between agents.
In addition to the above new features, there are several minor modifications to note. This document serves to inform customers who are migrating to ZCC CTI Client V3 about the changes they can expect during this transition.
In V3, agents can see the relevant context associated with the consumer in the inbound notification pop-up window so that agents can be more effective, efficient, and responsive in handling the consumer. Examples include channel type, call type, and consumer information.
In V3, the agent receiving the transfer will get an AI Companion summary of the interaction of the customer with the previous agent in the notification. This helps the agent to understand the context before accepting the transfer.
In V3, admins have more control over disposition selection during engagement wrap-ups. Admins can make disposition selection mandatory or optional for queues.
In the prior version V2, the default behavior is to require the agent to select a disposition, if it is configured in the queue. After updating to V3, the disposition selection for existing queues with disposition configured will be set to optional by default, while new queues will default to mandatory selection. As a result, CTI customers need to modify the queue setting for existing queues to mandatory disposition selection in order to keep the current CTI's wrap-up behavior.
Follow-Up Tasks: The AI Companion feature uses AI to generate action items for agents after an engagement. It helps agents keep track of tasks without getting distracted or overwhelmed by the volume of interactions. This feature helps agents focus on customers while collecting and organizing follow-up tasks, enabling them to improve efficiency and customer satisfaction.
Note: This feature requires enabling the AI Companion's Generate follow-up tasks setting at the account or queue level.
Agents can automatically see the recommended disposition and AI-generated smart notes when an engagement ends. Agents have the option to edit the disposition or notes before completing the wrap-up. This automation of wrap-up activities saves agents time and effort after each customer interaction.
Note: This feature requires enabling AI Expert assist.
In V3, we have improved the agent experience by optimizing UI experience. When selecting an agent to transfer to, instead of an additional modal to select the queue, the transferring agent will select the queue with the drop-down menu and then be shown the transfer type selection modal.
In V3, the Conversation Summary with AI companion feature has been added.
Conversation Summary: The feature provides a summarized overview of conversations for agents, aiding in quick understanding and reference during engagements. This summary includes keywords for efficient navigation to specific conversation points. This feature simplifies agent transitions by automatically giving brief summaries, saving time on documentation and letting agents focus on customer interaction across all service levels without additional setup.
Note: This feature requires your admin enabling the relevant engagement feature privilege.
When transferring a call in the Zoom Contact Center, agents have the option to add a note to provide additional context or information for the next agent who will take over the call. This note can be helpful in explaining the reason for the transfer, any important details about the caller or the nature of the call, or any specific instructions for handling the engagement. By adding a note during the transfer process, agents can ensure a smooth handover and provide necessary information for the next agent to effectively continue the conversation with the caller.
In V3, the Active Engagements tab will list the current active engagements based on channel, which is not available in V2.
In V3, the recently completed engagements has been improved by providing additional details such as recording URLs along with transcript.
This is a new feature introduced in V3 to add agent level notifications such as session expiration.
In V3, the contact search settings had been removed, as the issue in V2 regarding suggestion dialog box overlapping the dialer doesn't exist.
In V3, agents can set up their microphone, speaker, and secondary ringing devices. A notification confirms that changes apply immediately, except during an active engagement. These new settings appear in the agent interface and include:
Note: If you want to use our multi-tab feature (WebRTC) by enabling the OP flag on either account level or agent level with the Open WebRTC in Separate Window (requires logout/login) toggle, then you will need to use V3 and the Chrome Extension.
When an agent starts a voice conference call, they can pass conference call ownership to another agent in the conference. The agent obtaining ownership must be in at least one voice queue. When there are no other Zoom Contact Center users in the voice conference, the agent can leave the conference call without ending the call for the remaining participants.
Account owners and admins can allow agents to view live transcriptions during voice engagements. They can also enable a prompt to play when the transcription has started or ended. These settings can be changed at the account or queue level.
Agents can use shortcuts to quickly insert saved replies in SMS or chat conversations. Matching saved replies, including their names and preview text, will appear when typing a shortcut.
Agents can also use the response assistant to browse and search all saved replies, organized by categories and filtered by language. Once a reply is selected, it's inserted into the active chat, and agents can edit it before sending. This helps agents respond faster to common inquiries, reducing handle time.