Zoom Contact Center Agent Training
Written by Andrew Maldonado
Updated at August 18th, 2025
Table of Contents
START UP
LOGGING IN
Sign-in to your Zoom Desktop Workplace application
Your Work Session
- Click on the Contact Center tab at top of the bar
AVAILABILITY SETTINGS
To start accepting calls for your assigned queues place yourself in “Ready” status by toggling to “Ready” in the lower- left hand corner of the screen
AVAILABILITY STATUS
If you need to step away or are unavailable for any reason you can place yourself in a “Not Ready” status. When selecting “Not Ready,” you must select the reason for being “Not Ready.”
CALL HANDLING
ACCEPTING CALL
Before you receive a call, you need to make sure your status is set to READY
Calls will Automatically Answer with a Whisper message indicating Practice ID and Practice name
- GA04 Metropolitan OMS
Call will automatically open within platform.
ACTIVE CALL
When you are in an active call, your presence will automatically put you in the “Occupied” state.
You will see call option such as mute, hold, transfer, add call and end call.
CALLER PROFILE
On the right side of the screen, you can select the Profile tab to see details about the specific caller. If the caller is a contact in the address book, their name will appear in the Profile tab.
ENGAGEMENT TAB
The engagement tab can provide information on where the call originated from (“Custom Variables”)
CALLBACKS
If a caller selected the option for a callback, whenever the Agent is in READY status, you will receive what looks like an incoming call but it is sending an outbound call to the customer.
- You will receive Whisper message and then hear the call being made to patient.
Use appropriate greeting when a callback is presented
- Thank you for patiently waiting, this is [Scheduler name] with [Practice Name] calling you back, how can I assist you today?
If no response/answer and it goes to voicemail
- Hello, this is [Practice Name] calling you back. Please give us a call at [Practice phone number] at your earliest convenience. Thank you, have a nice day.
TRANSFER AND CONFERENCE
TRANSFERRING A CALL
You will be able to transfer calls in 3 options:
- Direct Transfer (Cold Transfer)
- Warm Transfer
- Direct Transfer to Voicemail
You can transfer internally (office or team member) or to an external number.
TOGGLING CALLS
When calling office (using Warm Transfer), you can switch between the office and the caller by selecting the SWITCH hyperlink in the upper area.
- This will automatically put the person on Hold when you switch.
- Upon completion of interaction, you can COMPLETE Transfer or to send call to office or you can Cancel transfer which puts you back live with caller.
CONFERENCING A CALL
Conferencing a call allows you to add a caller into your current call, such as a language interpreter
There are 2 options to conference a call:
- Direct Conference
- Warm Conference
DIRECT CONFERENCE
WARM CONFERENCE
OUTBOUND CALLING
OUTBOUND CALLS
You are able to make an outbound call internally or externally. Ensure that you are in Ready status
WRAP UP
Once the call has ended, you will move into a wrap up time state. This allows you to finish your notes and select the correct.
Disposition to categorize your call.
