Using Zoom Contact Center for Epic integration

The Zoom Contact Center for Epic integration allows healthcare organizations to manage patient communications directly within the Epic Hyperspace platform. Agents can handle inbound and outbound voice calls, view engagement details, and manage call history without leaving Epic. This integration ensures that all interactions are securely logged and synchronized with Epic records.

For supported CRM features and channels, see Zoom Contact Center CTI connector features.

Requirements for setting up the Zoom Contact Center for Epic Integration

Zoom Contact Center license
Epic integration installed and configured by your admin

How to access Zoom Contact Center from Epic
How to set your status
How to accept an inbound call
How to use in-call controls
How to view engagement details
How to make an outbound call
How to view call history

How to access Zoom Contact Center from Epic

In the top-right corner of the Epic Hyperspace platform, click the phone icon .
Select the Zoom Contact Center phone icon and log in .

How to set your status

Agents can select their real-time status for Zoom Contact Center. Status options are configured by your Zoom Contact Center admin.

Open the Zoom Contact Center window.
In the status drop-down menu located in the top-left corner, select Ready so that you can receive and accept incoming voice calls.

Learn more about Zoom Contact Center statuses.

How to accept an inbound call

When your status is set to Ready, you can accept inbound calls.

When receiving an inbound call notification, click Accept to answer the call. Your status will automatically change to Occupied.

Learn more about Zoom Contact Center inbound notifications.

How to use in-call controls

The Zoom Contact Center Epic integration has the same in-call controls as the Zoom Workplace desktop app. Learn more about in-call controls.

How to view engagement details

After the voice call has ended, you will see information about the closed engagement. Learn more about the engagement information displayed during wrap up.

During a call, you can access the engagement details by clicking the ellipses icon

in the top-right corner, then Engagement.

You can also add notes or disposition to the engagement.

How to make an outbound call

The integration enables agents to use click-to-dial in the app to dial out to the customer with a customizable outbound caller ID. The outbound dialed call is automatically logged against the record whose number has been dialed out.

Change your status to Not Ready.
Next to the status drop-down menu, click the dial pad icon .
(Optional) Below the dial pad, select your caller ID and queue:
- Caller ID: Change the outbound caller ID number.
  Note: Review the features and limitations of your outbound caller ID number.
- Select a Queue: Select the queue to associate the outbound call with. Admins and supervisors will see the associated queue when viewing engagement history for the voice call.
Find the user you would like to call in Epic. The phone number fields on the user page support the click-to-dial functionality.

How to view call history

Call history is automatically synchronized with the customer data and history for each interaction.

In the Zoom Contact Center panel, click History.
Click the drop-down menu to select the time period for which you want historical data displayed.
Click the filter icon to filter history.