Agent Desktop Deployment Options

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  I need my human agent to live inside another application

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  I need my human agents to have screen pops and click-to-call capabilities with my CRM

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  I need my voice IVR to do a database dip into my system and provide self-service information

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  I need to handle credit card payments and integrate with my banking system

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  I need my AI chatbot to understand specific details about my business

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  When an agent talks to a customer, I want the contact center system to automatically display contextual information to help the agent

Zoom Workplace App

Browser Screen Pops

Zoom Apps

Customers can enhance the Zoom Workplace App by leveraging the Zoom App Framework to integrate web applications into the Zoom Contact Center Agent desktop. Zoom Apps are displayed to agents on the right side of an engagement based on the administrative configuration for each queue. This allows each queue to control which Zoom App(s) is displayed to the agent.

 

The Zoom App Framework supports both public apps, such as the PCI Pal app shown below, and private apps. Private apps are generally targeted at internal use cases and are available only to the Zoom account for which the app was created. If you have the resources to build your own web (html/css/javascript) app, you can integrate it seamlessly into the Zoom Workplace App.

 

 

The Zoom Apps Javascript SDK includes support for both events and APIs, enabling your app to receive engagement updates and to poll for data. For more information, please visit Zoom Apps on the Zoom Developer site

Progressive Web App (PWA)

The web client is available to customers that prefer to have their agents log in to Zoom Contact Center using a web browser, such as Chrome. The feature sets are similiar to those available on the Zoom Workplace App.

 

CRM Integrations

If you prefer to have your agents work embedded inside of your CRM, you can leverage the ZCC CRM CTI Connectors, which support the following CRMs: Salesforce, Zendesk, ServiceNow, Hubspot, and Microsoft Dynamics 365. For customers electing to use one of these CRM integrations, agents will handle engagements inside the CRM using the embedded Zoom Contact Center integration. For these integrations, the screen pop and call logging functions are included right out of the box.

 

 

The default behavior for the integrations is to screen pop based on the Caller ID (voice/SMS channels) or email (web chat/video channels), but additional configuration can be added to screen pop based on additional data collected in the Flow, such as case/ticket number. Let's look at that configuration.

 

 

Note: The options shown on the Channel Configuration screen vary depending on the CRM and the ZCC channel used.

ZCC Smart Embed Integration

Zoom Contact Center Smart Embed (CCSE) is a flexible solution that lets developers quickly embed the Agent into their own web application using HTML iFrame configurations. Your web developer team will add additional javascript code to your web app to receive the call ringing/connected events, which can be used to trigger screen pops and/or call logging within your web application.

 

 

For more on Smart Embed, check out the developer documentation.

 

Partner Solutions

 

If you are looking for an agent solution not covered by one of the above options, additional integrations are available and provided by Zoom Innovative Solutions Vendor (ISV) partners. The ISV partner program includes solutions built for banking, credit unions, insurance, healthcare, and more.

 

More information on Zoom ISV partners for Contact Center

Flow event scripts

Example Configuration

In the Flow, we start by configuring the event scripts on the Start widget. Below we can see that the Start widget has the two event Scripts configured.

To create the event script code, you will add a new event script to the Start widget and then the code can be written directly into the flow editor as shown below.

 

Both the Engagement Accepted and the Disposition Saved events use similiar code. They are both simple Javascript code blocks that are using the built-in HTTP function to generate an outbound HTTPS POST request.

 

Engagement accepted event script code

 

In this code example, we are including the engagement ID, the caller's telephone number, the agent's email, and the name of the queue. This code will be executed when the agent answers the engagement and begins talking to the consumer. This is an example of what is likely the minimum amount of information required to generate a screen pop, or to start the logging of the new call. It's worth mentioning that if your ZCC Flow configuration is collecting data about the caller in the Flow/IVR, such as their account number, case/ticket number, etc, it is as easy as adding additional variables to the request_body variable to include additional data in this HTTP request.

 

async function main () { try { let request_body = { "engagementId": var_get()["global_system.Engagement.engagementId"], "caller_number": var_get()["global_system.Engagement.ANI"], "agent_email": var_get()["global_system.Agent.email"], "queue_name": var_get()["global_system.Engagement.queue"] } const result = await req.post('https://api.example.com/acceptedcall', request_body); let jsonResponseBody = result.data; log.debug("Axios jsonResponseBody=" + JSON.stringify(jsonResponseBody)); } catch (error) { log.debug("Received HTTP error " + error); }}

 

Disposition saved event script Ccde

 

For the Disposition saved event we will reuse the code used in the previous example, with the addition of the disposition variable added in line 9. This code block will be executed when the agent selects the disposition for the call, which happens as the last action that is performed by the agent in the engagement. By sending this request, the external system can track that the agent has completed the disposition of the engagement. Like the above Engagement Accepted event, additional variables can be included as needed depending on your use case.

 

async function main () { try { let request_body = { "engagementId": var_get()["global_system.Engagement.engagementId"], "caller_number": var_get()["global_system.Engagement.ANI"], "agent_email": var_get()["global_system.Agent.email"], "queue_name": var_get()["global_system.Engagement.queue"], "disposition_name": var_get()["global_system.Engagement.disposition"] } const result = await req.post('https://api.example.com/dispositionedcall', request_body); let jsonResponseBody = result.data; log.debug("Axios jsonResponseBody=" + JSON.stringify(jsonResponseBody)); } catch (error) { log.debug("Received HTTP error " + error); }}

 

Depending on your solution, you may find that the above Flow event scripts are sufficient, or you may need some of the Zoom App Marketplace API events to help cover all required use cases of your integration. For example, you can supplement the two flow events above by subscribing to Zoom App Marketplace API events for hold/resume/mute/unmute events. These additional events would provide your application with insight into the frequency in which agents are placing calls on hold, or mute.

 

Both of the above flow event scripts and the Zoom App Marketplace Webhook/Websocket events are available to your solution.

Zoom App Marketplace API events