Launching a URL during engagements

Zoom Contact Center admins can change settings to automatically launch an external URL during inbound engagements to a users or queues, or during outbound engagements. Launching a URL for inbound engagements is supported on all channels (voice, video, or messaging). Launching a URL for outbound engagement is only supported for queues in the voice, video, or SMS channel. You can also insert parameters to pass details about the consumer in the URL.

Requirements for launching a URL during engagements

Account owner or admin privileges; or relevant role/privilege
Pro, Business, or Education account
Zoom Contact Center license
Agent must have Zoom desktop app for Windows or macOS, 5.14.0 or higher
Queue created in any channel
Routing set up using flows or queues to route engagements to agents

Note: To enable this feature, submit a request to Zoom Support.

How to automatically launch a URL during inbound engagements to a queue
How to automatically launch a URL during outbound engagements
Parameters
Example

How to automatically launch a URL during inbound engagements to a queue

Sign in to the Zoom web portal.
In the navigation menu, click Contact Center Management then Queues.
Click the display name of the queue you want to edit.
In the Launch URL section, make sure the toggle is enabled.
Specify the following:
- Launch Trigger: Select a trigger to launch the URL.
  - Ringing: Launch the URL when the inbound notification starts.
  - Answered: Launch the URL when the inbound notification is answered by an agent.
  - Ended: Launch the URL when the agent or consumer has ended the call.
- Inbound Call Type: Select which calls will trigger the URL.
  - All Inbound calls: Launch the URL for every inbound call.
  - Direct Inbound calls: Launch the URL only for direct calls to an agent.
  - Transfer Inbound calls: Launch the URL only for transferred inbound calls.
- Link to Launch: Click Edit, then enter a valid URL starting with https://. Enter parameters to pass certain information about the inbound call to the app or URL as plain text.
(Optional) Click Test to test the URL in the current browser.
Note: For agents, the URL will launch in their system's default browser for URLs.
Click Save.

How to automatically launch a URL during outbound engagements

Sign in to the Zoom web portal.
In the navigation menu, click Contact Center Management then Queues.
Click the display name of the queue you want to edit.
Note: Only voice, video, and messaging queues are supported for launching a URL during outbound engagements.
In the Launch URL section, make sure the toggle is enabled.
Specify the following:
- Launch Trigger: Select a trigger to launch the URL.
  - Initiated: Launch the URL when the outbound call when the agent places the call.
  - Connected/Replied: Launch the URL when the outbound call is answered by the receiving party.
  - Ended: Launch the URL when the agent or consumer has ended the call.
- Link to Launch: Click Edit, then enter a valid URL starting with https://. Enter parameters to pass certain information about the inbound call to the app or URL as plain text.
(Optional) Click Test to test the URL in the current browser.
Note: For agents, the URL will launch in their system's default browser for URLs.
Click Save.

Parameters

Parameter	Description
%N	The full caller ID name of the inbound consumer (if available).
%F	The caller ID name (first name only) of the inbound consumer (if available).
%L	The caller ID name (last name only) of the inbound consumer (if available).
%C	The caller ID number of the inbound consumer (if available). The caller ID number is passed without the country/region code; for example, (123) 123-1234
%E	The caller ID number of the inbound consumer (if available. The caller ID number is passed in E.164 format; for example, +1 (123) 123-1234
%D	The called ID number (the number dialed by the consumer).
%ID	The unique engagement ID for the call.
%Q	The name of the queue associated with the engagement.
%M	The email address of the consumer (if available).
%CN	The channel name of the engagement (for example, Voice, Chat, Email).
%AN	The account number of the consumer (if available).
%DIR	The call direction (for example, Inbound, Outbound).
%EVT	The call event/trigger (for example, Ringing, Answered, Ended, Initiated, Connected).
%SRC	The call source (for example, Direct Inbound, Transfer, Conference, Manual Outbound, Automatic Outbound).

Example

https://google.com/search?q=%C

Opens the agent's default browser and visits https://google.com/search?q= followed by the caller ID of the inbound consumer; for example, (123) 123-1234.