Managing incoming engagements on multiple platforms
Zoom Contact Center admins can manage how incoming engagements are routed when agents are signed in to multiple platforms, such as the Zoom desktop app, Zoom Web App, CTI, or mobile. Instead of having engagements ring across all platforms at once, admins can set them to ring only on a designated primary platform. This ensures agents answer in the right place, prevents other devices from continuing to ring after an engagement is answered, and ensures a more consistent experience for both agents and customers.
Note: Agents with edit permissions can also configure this setting directly in the web portal or from their preferred client platform.
Requirements for managing incoming engagements on multiple platforms
How to manage incoming engagements in web portal (admin)
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center Management then Users.
- Click the display name of the user you want to edit.
- Click the Policy tab.
- Under Engagement handling, configure the following settings:
- Allowed devices: Select which devices are allowed to handle engagements, in addition to the Zoom desktop app and Zoom Web App (which are enabled by default).
- Ringing preferences: Select how engagements will ring on the selected devices. If the selected devices are not logged in or fail to connect, other available devices will ring as a fallback.
- Ring one device: Engagements will ring on only one selected device at a time.
- Ring selected devices simultaneously: Engagements will ring on two or more selected devices at the same time.
How to manage incoming engagements in web portal (agent)
- Sign in to the Zoom web portal.
- In the navigation menu, click Contact Center then Settings.
- Under Engagement handling, configure the Ringing preferences settings:
- Ring one device: Engagements will ring on only one selected device at a time.
- Ring selected devices simultaneously: Engagements will ring on two or more selected devices at the same time.
Agent experience
- If device ringing is disabled, a notification bar appears at the top of the screen with the message that you may miss engagements. The bar also includes a link to enable the setting.
- In the notification bar, click the Click here link to open the settings window. Under Ring one device, select the device you want to use. To configure ringing on multiple devices, go to the Zoom web portal.
- When device ringing is enabled, no notification bar appears.
Note: Agents without edit permissions must contact their admin to enable this setting.