Upgrading voice calls to video calls in Zoom Contact Center

Zoom Contact Center allows agents to upgrade ongoing voice calls to video calls to enable more personalized and effective customer interactions. After answering a voice engagement, agents can select Video in the in-call controls to initiate the upgrade process. Once the invitation is sent and accepted, the engagement automatically transitions from voice to video.

Requirements for upgrading voice calls to video calls

How to upgrade voice calls to video calls in Zoom Contact Center

Desktop app
  1. Sign in to the Zoom desktop app.
  2. Click the Contact Center tab.
  3. Answer a voice engagement.
  4. Once connected, locate the in-call controls at the bottom of the screen.
  5. Click the Video icon to start the upgrade process.
  6. Select how to send the video invitation:
    • Send invitation in Zoom
    • Send an SMS to [customer name]
    • Send an email to [customer name]
    • Custom name, email address, or phone number
  7. If you select Custom, enter in the customer’s name, email, or phone number, or select from your contact list.
  8. Click Done to confirm the contact information.
  9. Click Send and upgrade to send the video invitation.
    A notification will appear confirming that the invitation was sent successfully. Once the customer joins, the engagement automatically upgrades from voice to video.
Mobile app
  1. Sign in to the Zoom mobile app.
  2. Tap the Contact Center tab.
  3. Answer a voice engagement.
  4. Once connected, locate the in-call controls at the bottom of the screen.
  5. Tap the Video icon to start the upgrade process.
  6. Select how to send the video invitation:
    • Send invitation in Zoom
    • Send an SMS to [customer name]
    • Send an email to [customer name]
    • Custom name, email address, or phone number
  7. If you select Custom, type in the customer’s name, email, or phone number, or select from your contact list.
  8. Tap Done to confirm the contact information.
  9. Tap Send and upgrade to send the video invitation.
    A notification will appear confirming that the invitation was sent successfully. Once the customer joins, the engagement automatically upgrades from voice to video.