Notes

This section provides guidance on important considerations businesses should note when deploying Zoom Contact Center.

Zoom Contact Center doesn't support data migration from other Contact Center solutions

Most contact center service providers do not support data migration between platforms. Consequently, businesses with an existing contact center provider should not expect to import any significant data from their previous provider. For example, previous Flows, Queues, routing options, agent profiles, configurations, and settings outside of Zoom Contact Center can't transfer over and must be rebuilt within the product.

There are exceptions to this, such as Zoom Workforce Management (a Zoom Contact Center add-on product) supporting historical data importing for Forecasting, but data migration is otherwise not common within Zoom Contact Center.

Zoom Contact Center doesn't natively support E911 Dialing and requires Zoom Phone or another telephony service provider

At this time, Zoom Contact Center doesn't natively support E911 dialing. To dial 911, agents must call through an alternative telephony solution such as Zoom Phone or another telephony service provider.

The Queue Callback feature doesn't support custom voice prompts

Zoom Contact Center’s Queue Callback feature utilizes text-to-speech to give consumers prompts to remain on the line or be put in-queue for an automatic callback when an agent is available. This feature can't be mixed with other custom voice prompts at this time. Consequently, Queues with this feature can only loop a single text-to-speech menu prompt once a Queued Callback is offered.

Numbers can't be freely transferred between Zoom Contact Center and Zoom Phone without a porting request

Customer-owned phone numbers within Zoom Phone or Zoom Contact Center can't be interchangeably used between services at this time. Zoom customers must submit a request to Zoom to move any number(s) between the two services before they can be used.

Certain settings must be enabled to transfer calls from Zoom Contact Center to Zoom Phone users

If your business has purchased Zoom Contact Center and Zoom Phone, certain settings must be configured for agents to call Zoom Phone users that are not assigned a Zoom Contact Center license. Failure to configure these settings will prevent agents from transferring calls to Zoom Phone users.

Within the Zoom Contact Center Preferences > Account > General Settings > Contacts subsection, an admin must enable the setting to Allow users to search for people in the Zoom Phone Contacts directory when placing or transferring voice calls.

Keep up with our release notes and technical library

Be sure to keep an eye out for Zoom Contact Center’s release notes, featuring new or enhanced features and changes to the product. Zoom additionally has a technical library featuring more advanced configurations for Zoom Contact Center, in addition to other resource documents.

The Zoom Learning Center is an excellent resource

Zoom provides an online learning center that includes numerous courses for Zoom Contact Center and Zoom Virtual Agent. Admins are encouraged to refer to this resource for additional learning opportunities within Zoom Contact Center.