Note: PSTN calls forwarded or transferred from Zoom Phone to Zoom Contact Center may continue to incur charges as an inbound Zoom Contact Center call. This can be useful for use cases where calls are routed from a Zoom Phone auto receptionist or user to a Zoom Contact Center flow. Update Zoom presence status based on contact center statusĪgents’ Zoom presence will be automatically set based on their contact center status.Agents can also transfer a contact center voice call to a Zoom Phone user by entering their extension number. For example, if an agent is in the Occupied status while in a video engagement, their Zoom presence status will be automatically set to In a Meeting.Īgents and supervisors are able to see all engagements which were assigned to them and closed, as well as engagements which were assigned to them but closed with another agent or supervisor. Enhancements to active engagements tabs.Additionally, queue supervisors can see all engagements which were closed and assigned to the agents in their queue as well as engagements which were assigned to an agent in their queue but were closed with another agent. When viewing the active engagements tab, supervisors and agents can see the flow that the engagement went through. Additionally, the supervisor action buttons have moved to the ellipses icon (. ) menu rather than having their own column area.
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