Zoom Contact Center preferences provide administrators with the ability to change settings at the account level, such as the reason for opting out of queues.

There are several topics covered in this article, including:

• How to change account settings
• Account ID tab
• Entry ID tab
• Variables tab

Prerequisites for changing account-level settings

• Ownership or admin privileges for the account; or relevant roles or privileges for the account
• There are three types of accounts: Professional, Business, and Education
• In order to use Zoom Contact Center, you need to purchase a license

How to change account settings

1. Using the Zoom web portal, you will be able to sign in.
2. Select Contact Center Management from the navigation menu and then select Preferences from the drop-down menu.
3. Here are the settings you need to change.

Account tab

• System Statuses: Agents are able to select from a variety of statuses that are displayed in this section. To add additional statuses, click on the Add status button. To view the agent statuses in real time, check out the real-time analytics dashboard.
• Queue Opt-out: Ensure that queue members can choose whether or not they would like to receive inbound notifications from the queue in the future.
• Queue Opt-out Reasons: When a queue member decides to opt out of a queue, they should be required to select an opt-out reason for their decision.
• Automatic Voice Call Recording: The recording of voice calls can be set up automatically if you want to.
• Ah Hoc Voice Call Recording: The recording of ah hoc voice calls can be set up in the following way.
• Dial-in to Video Engagements: For video engagements, it is necessary to set up a dial-in number.
• Flow Sounds:
  • Processing Media:
  • The sound will play continuously until the widget is processed for consumer voice engagements, just like the music that consumers hear when they are placed on hold, when there is a delay in handling flow widgets for voice engagements. The default audio prompt will be played once you click the play icon.
• Concurrent Messaging Weights:
• Inactive chats or SMS engagements should be given a weight value (between 0.01 and 1) within the range of 0 to 1. According to the Maximum Messaging Concurrency setting in the users’ settings, this weight is used to determine the maximum number of active chat or SMS engagements that can be handled by agents at the same time. If the maximum concurrency is 2 and the weight is 0.5, then the agent will be able to engage in four messaging engagements simultaneously if the weight is 0.50.
• Inactive Messages: Establish how you want inactive chat or SMS engagements to be handled and closed after they have become inactive.
• Verified Subdomains: For Zoom Contact Center, you can view or add verified sub-domains that have been verified.

Entry ID tab

Maintain a list of video flow entry IDs.

Variables tab

Variables that you create can be managed.

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