Change Zoom Contact Center user preferences

Phone users’ settings can be changed after they have been added to Zoom Contact Center.

The following topics are covered in this article:

  • How to access user settings
  • general part
  • Queues section
  • Skills section
  • Channel Settings section

Prerequisites for changing user settings

  • The account owner or admin must have the following permissions:
  • An account that is either Pro, Business, or Education
  • Zoom Contact Center licenses are available for purchase

How to access user settings

When a user is added to Contact Center, administrators have the option to change their settings. When you add users to Contact Center, you also have access to most of these settings.

  1. Sign in to the Zoom web portal by entering your email address and password.
  2. Click Contact Center Management in the navigation menu, and then click Users at the bottom of the page.
  3. You can edit a user’s display name by clicking on that user’s display name.
    The following settings can be accessed or adjusted by you:

general part

  • Role: The user’s role is displayed on the screen. You can change the user’s role by clicking the drop-down menu.
  • Note: It should be noted that as an administrator who wants to change your own user settings, you can only do so if you select a role that has user management view and editing rights. It is designed to prevent administrators from accidentally losing access to the Contact Center user management system in the event of an accident.
  • Package: Provides the user with a list of Contact Center packages assigned to them.
  • Status: Shows the current presence status of the user. You can change an item’s status by selecting it from the drop-down menu. Add more statuses to your account by changing account-level settings.
  • Note: A user can only customize their profile when customizing an existing user, not when adding a new user to their account.
  • User Status: This page shows the user’s license status. The user will still appear in your user list if you disable them, but they won’t be able to use the contact center features if you disable them.
  • Country/Region: Changing the user’s country/region ensures that their phone number is formatted according to the selected country or region.

Queues section

  • Assigned Queues: This feature displays a list of queues to which the user belongs.
    • The user can be added to any number of queues by clicking Add Queues.
    • It is possible to remove a user from a queue by clicking the cross icon


  • Skills section
    • Assigned Skills: Displays skills assigned to the user.
    • Click Add Skill to assign more skills to the user.

Click the cross icon (×) to remove the skill from the user.

  • Channel Settings section
  • Multi-channel engagements: As part of agent workload, agents can receive voice and video engagements while managing chat and SMS engagements based on the maximum number of interactions they can handle.

Maximum concurrent messaging: Set the maximum number of concurrent messages that can be sent. The concurrent message weight in the account-level settings determines the maximum number of chat or SMS engagements that agents can handle at the same time, based on the maximum number of chat or SMS engagements that can be handled at the same time. For example, it is possible for an agent to participate in four messages simultaneously if he or she has a weight of 0.5 and a concurrency threshold of 2.

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frequently asked Questions

How do I change my Zoom account settings?

Please use your email address and password to log into Zoom’s website to begin using the service. The Account Management menu can be accessed from the navigation panel by selecting Account Management from the menu bar and then clicking on the Account Settings option. Your account settings are found under the following three tabs: Meetings, Recordings, and Audio Conferencing, and you can access all of them from these tabs. Select the setting you want to change by navigating to it. Has zoom have contact

Center? In addition to being omnichannel, Zoom Contact Center is a fully unified contact center that can be accessed through any channel, including video and which ones can be accessed anytime and from anywhere. Zoom Contact Center brings together unified communications with contact center capabilities and provides the preferably

of both worlds.

How do I change my Zoom phone number?

If you log into your Zoom account, you can access the Zoom web portal. From the navigation menu, click the Phone System Management option and then click the Phone Numbers option. You can either click the Assigned tab or the Unassigned tab. You can edit the number by clicking on it.

Can you change Zoom account settings during a meeting? The asterisk next to a setting means you can change it when scheduling or hosting one meeting which means you are capable to make changes while you’re in the middle of the meeting. If you are in a live meeting, you may not be able to use some of the features listed down to

You adjust your settings at before you can use them.

Where can I find the user management in Zoom? A step-by-step guide to accessing the user management system. If you wish to log in to the Zoom web portal, you must do so as either an account owner or as an account administrator.

You can access the User Management menu by clicking the User Management link in the navigation menu.

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