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Agent Whisper To Notify Type Of Inbound Call

Five9 had this really cool feature where you can set an "agent whisper" which would be an audio notification of which call queue a call was coming in on. For instance, if staff are answering three different lines, the phone would ring to the agent an...

Creating a priority routing protocol

Trying to create a routing profile that will prioritize who will receive calls in a given ZCC queue. Set up the routing profile with multiple agents being given the highest priority (3) and then one agent at priority (2) and one agent at priority (1)...

VWL-AF by • Newcomer
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Contact Centre Supervisor Assist

Hi all, I read the June Update notices and discovered an AI update to ZOOM regarding supervisors in the Contact Centre environment being able to undertake Automated QA using AI within Zoom. I cannot find any specific guides for this and seeking if an...

Outbound Call Option Greyed Out

Three of my agents this evening could no longer make outbound calls in Contact Center. The option in the lower left is greyed out. One agent reported a message that " (user) is not in the queues with outbound settings available". The users are in a q...

Duplicate call answer screens

Good morning all, new to Zoom phone and Contact Center. We have integrated with Salesforce. As I understand it, for calls to be logged in Contact Center, they must be made and/or answered from within Contact Center in Salesforce. All OK so far...exce...