Body
Question
How do I get started with Zoom Contact Center?
Environment
- Zoom Phone
- Zoom Contact Center
Information
Basic information on how to take calls from Zoom Contact Center
Answer
Logging In
- Launch the Zoom Workplace Software
- Click on Contact Center on the left. If you don't see this option, look under More.
- Click the Start button in the center to start your day or shift.
- When you are ready to take calls for the department, click on the running clock in the lower-left corner and change your status to Ready by clicking on the word Ready
Identifying Incoming Calls
Incoming calls will typically show the name and caller ID of the caller in addition to the queue the call is coming from. For Financial Aid Spanish, callers are notified that the staff while informational messages they hear while on hold are in Spanish, staff members will be speaking in English. In rare cases, you may see the name of the person who transferred the call instead of the original caller.
During a call
There are four major sections you will see during a call unless you have previously turned some of them off.
In the left panel, you will see information about the current contact and the duration.
In the top center, you have the keypad and recommendations on talk speed and speech length (when available).
In the bottom center, the transcript appears. The common call functions are also located at the extreme bottom center.
On the right is another view of the current contact. If they have called previously, you can view their interactions and notes using the History tab.