Preferences
The following sections list the various configurable settings and features within Zoom Contact Center and are broken down by sub-tab and section.
As the Zoom Contact Center team continually innovates, additional unlisted features may also be available. If a feature or setting important to your organization is not listed, please contact your account team for more information.
Refer to Zoom’s support center for more information on managing Zoom Contact Center preferences.
Account
The Account tab allows account admins to enable, disable, or refine features or settings available within Zoom Contact Center. The following tables outline various features and their respective place within the web portal.
General Settings
Voice and SMS Numbers
Video Engagement Dial-In Number
Default Outbound Default Caller ID
Default Outbound Default SMS Number
Enable/Disable Send/Receive International SMS
Auto-Reply SMS Template
Port-Out Verification Code
Contacts
Search Contact Center Address Books
Search Zoom Phone Contacts
Consumer Authentication
Setup Consumer Authentication
AI Companion
Analyze Agent Talk Metrics
Analyze Consumer Sentiment
Summarize Engagement Conversations
Generate Follow-up Tasks
Agent Status and Experience
System Statuses
Auto-Update Status (if missed call)
Number of missed engagements before status updates
Queue Opt-Out and Not Ready Reasons
Require User to Select Opt-Out Reason
Allow Users to Select Reason When Not Ready
Customize Reasons
Outbound Campaign Skip Reasons
Customizable Reasons
Agent Work Sessions
Auto-End Work Sessions
Agent Notification—Supervisor Monitoring
Notify Agents for:
Listening
Whispering
Voicemail Notification by Email
Include Voicemail File
Include Voicemail Transcription
Consumer Experience
Flow Message Avatar and Name
Customize Name and Avatar
Flow Sounds
Video Disclaimer
Typing Delay
Default Delay
Dynamic Delay
Upgrade to Video Invite Template
Email Invite Template
SMS Message Invite Template
Voice and Video Engagements
Transferring Call Data
Automatic Call Recording
List of Users with Recording Access
Calls
Inbound and Outbound
Inbound Only
Outbound Only
Video Engagements
Video-Only File
Audio-Only File
Video and Audio Files
Allow Call Recording Transcription
Present a Message When Recording or Monitoring Starts
Accept Previously Provided Consent or Do Not Record Options
Allow User to Pause or Resume Automatic Call Recording
Ad Hoc Call Recording
Allow Users to Record Voice and Video Calls
Video Engagements
Video-Only File
Audio-Only File
Video and Audio Files
Allow User to Download Their Own Ad-Hoc Recording
Allow User to Delete Their Own Ad-Hoc Recording
Present a Message When Recording or Monitoring Starts
Accept Previously Provided Consent or Do Not Record Options
Live Transcription and Automated Captions
Enable/Disable Live Transcription
Play prompt
Automated Captions
Language
Set Language
Video Experience
Mirror Video
Remote Control
Disable Auto-Delete
Video Virtual Background
Default Virtual Background
Video Join Link
Auto-Close Video When Consumers Don’t join
Auto Turn On Agent Video
Zoom Phone and Zoom Meetings Options
Suppress Notifications from Call or Meeting In Active Engagement
Update Agent’s Status to “Not Ready—Forced” When in Call or Meeting
Messaging Engagements
Active and Inactive Engagements
Make Engagements Inactive After X Minutes
Weight of Inactive Engagements
Auto-Close Inactive Engagements After X Minutes
Send an Auto-Close Message
Send an Alert Message Before Auto-Closing
Auto-Close Inactive Engagements Within Flows after X Minutes
File Sharing
Source:
Chat (Web)
Video Chat
Chat (In-App)
Facebook Messenger
WhatsApp
SMS
Restrictions
Only Allow Specified File Types
Maximum File Size (X MB)
Email Engagements
Outbound Email
Agents and Supervisors can Send Emails to Consumers
Define a Default Email for Outbound Email Messages
Inactive Engagements
Weight of Inactive Engagements
Auto-Close Inactive Engagements of Consumer Doesn’t Reply Within X Hours
Email Signature
Auto-Populate Unified Email Signature for Agents
File Sharing
Allow Agents to Send Files
Restrictions
Only Allow Specified File Types
Maximum File Size (X MB)
Authorized Email Recipients List
Used Default Rule
Open Access for All Recipients
Performance
Service Level (SLA Settings)
Queue Channel
Voice
Chat (Web)
SMS
Video
Messaging
Email
Chat (In-App)
Threshold Time
X Seconds
Exclusion
Exclude Short-Abandoned Calls
Exclude Long-Abandoned Calls
Target Percentage
Outbound Reporting
Short Calls
Minimum Duration
Maximum Duration
Long Calls
Defined by Exceeding Maximum Duration
Hang-Up Calls
Defined by Falling Below Minimum Duration
Privacy and Data Retention
Data Retention
Allow Zoom to Delete Data After a Specified Amount of Time
Configurable for:
Deletion Type
Hard-Delete
Soft-Delete
Recordings and Transcriptions
Audio Survey Files
Inbox Messages
Messages and Files
Email Messages
Communications Content Storage Data
Defines where Communications Content Will be Stored for:
Recordings, Transcriptions, and Inbox Messages
Messaging Transcripts
Email Transcripts
Block Sensitive Information
Blocks Sensitive Information from Being Received Using Regular Expression (RegEx)
View Personal Data
Mask Data in Messaging Engagements and Reports From:
Agents
Supervisors
Admins
Redact Personal Data
Redacts Customer’s Personal Data from Call Recordings, Transcripts, and Messaging
Manage Entity Types
Regions
The Regions tab allows account admins to create region-specific groupings for users, allowing associated users to connect to SIP zones closer to their location.
Refer to Zoom’s support center for more information on managing Zoom Contact Center regions.
Entry ID
The Entry ID tab allows account admins to create and manage multiple entry points for video and chat Flows. This allows businesses to create unique entry points for consumers from a specific segment, VIP customers, or to route a specific group of users through unique Flow designs.
Refer to Zoom’s support center for more information on managing Entry IDs and adding entry points to a Flow.
Variables
The Variables tab allows account admins to define and manage variables that collect and pass data within Zoom Contact Center. Within this tab, businesses can edit default System Variables and create Custom Variables for unique data collection or Flow design.
Refer to Zoom’s support center for more information on managing variables.
Operating Hours
The Operating Hours tab allows account admins to define standard business hours for the contact center.
Business Hours
Business Hours are the typical open hours for your contact center(s). Accounts are allowed to create multiple Business Hours groups, allowing flexible scheduling and profile configuration for different organizations, regions, or Queues. When creating a set of Business Hours, the account admin must define a time zone for the Business Hours to follow.
Closures
Closures are set holidays or other planned closures for a contact center. Accounts are allowed to create multiple Closure groups, allowing flexible scheduling and profile configuration for different organizations, regions, or Queues. When creating a closure rule, the account admin must define a time zone for the Closure rules to follow.
Account Default Availability
An account’s default availability is determined by the default Business Hours and Closure Hours of an account. Once set, the default availability is used on all Queues unless other hours are specified.
Refer to Zoom’s support center for more information on configuring Zoom Contact Center operating hours.
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