How to set up Contact Center video engagements

Setting up Contact Center video engagements in Zoom involves enabling video within queues and routing those video calls to available agents. You’ll need to configure queues to support video, then adjust your routing strategies to intelligently handle video calls, ensuring they reach agents equipped for video interactions. This guide provides the specific steps to enable video capabilities in your Zoom Contact Center.

Prerequisites

• Zoom Contact Center license.
• Administrator access to the Zoom web portal.
• Agents with video-enabled devices and Zoom Client installed.
• A defined understanding of your desired video routing strategy (e.g., specific agents, queue prioritization).
• Verify that your organization’s network infrastructure is optimized for video conferencing.

Enable Video in Contact Center Queues

This section details enabling video capabilities within the Contact Center queues.

1. Sign in to the Zoom web portal as an administrator.
2. In the navigation menu, click Contact Center Management, then Queues.
3. Click the name of the queue you want to modify for video engagement.
4. Click the Settings tab.
5. In the Basic Info section, locate the Channels setting.
6. Enable the Video channel by selecting its checkbox.
7. Click Save to apply the changes to the queue.
8. Repeat steps 3-7 for each queue you want to support video engagements.

Configure Video Routing

Define how video calls are routed to agents.

1. Navigate to Contact Center Management, then Routing in the Zoom web portal.
2. Click the routing workflow you wish to modify or create a new one by clicking Add Routing.
3. Within the routing workflow, locate the queue block for the queue you configured in the previous section.
4. Ensure the queue block is configured to handle video interactions by examining the routing logic.
5. Review the available routing methods (e.g., longest idle, top skills) and choose the method that best aligns with your video engagement strategy. Consider agent skill requirements when routing video engagements.
6. If using skills-based routing, ensure your agents have been properly assigned the necessary video-related skills.
7. If necessary, add conditional logic based on video availability. For example, route video calls only during specific hours or to agents with “Video Available” status. Use the expression builder to create these conditions.
8. Save the routing workflow configuration.
9. Test the routing to confirm that video calls are directed correctly to agents who are ready to handle them. You can use the Contact Center test tools to simulate calls.

Set Up Video Auto Receptionist (Optional)

This section configures an Auto Receptionist to initially greet and route video callers.

1. In the Zoom web portal, go to Contact Center Management, then Auto Receptionist.
2. Click Add Auto Receptionist.
3. Enter a name and description for the Auto Receptionist.
4. Under Business Hours, define the hours the Auto Receptionist is active.
5. In the IVR section, customize the greetings and menu options.
6. Create a menu option specifically for video calls. For example, prompt the caller to “Press 1 for video assistance.”
7. Associate the video call menu option with the appropriate queue or routing workflow configured for video calls. Select Route to Queue and choose the appropriate video-enabled queue.
8. Configure any after-hours settings and messages.
9. Click Save to activate the Auto Receptionist.
10. Assign a direct number or extension to the Auto Receptionist to allow customers to access it. This can be done in the Auto Receptionist’s settings under Direct Number.

Customize Agent Video Experience

Tailor the agent’s interface for video calls.

1. Instruct agents to configure their Zoom Client video settings. This includes selecting the correct camera and microphone.
2. Encourage agents to use virtual backgrounds for a more professional appearance.
3. Ensure agents understand how to use in-call features such as screen sharing and remote control, which can be helpful during video engagements.
4. Provide agents with training materials on best practices for providing video support, including etiquette and technical troubleshooting.
5. Set up a dedicated video support queue for agents to monitor.
6. Enable call recording (if compliant with regulations) for quality assurance and training purposes. Review recorded video calls to identify areas for improvement.

Common Issues

• No video option available in queue settings: Verify that your Zoom Contact Center license includes video capabilities. Contact Zoom support if necessary.
• Agents not receiving video calls: Double-check the routing workflow configuration. Make sure that the queue block is correctly linked to the video-enabled queue and that agent skills are properly assigned. Also, ensure the agent’s status is set to available.
• Poor video quality: Ensure both the agent and the caller have a stable internet connection. Advise users to close unnecessary applications that may be consuming bandwidth. Check Zoom’s network firewall settings to ensure they are properly configured.
• Audio issues during video calls: Check the agent’s microphone and speaker settings in the Zoom Client. Advise users to use a headset for improved audio quality.
• Callers unable to connect to video: Confirm that the caller’s device supports video calling and that their Zoom Client is up to date. Ensure their firewall isn’t blocking video traffic.