Hi community ,

We have a usecase at hand , where an agent and customer on a live call , need to switch to a zoom meet . Is there any integration available for this ?

The agent should not need to send the zoom meet link via email/sms to customer. The zoom call should be reportable 'somehow' on interaction timelines and agent -should be considered non-available for other calls during this meeting .

Has anyone implemented something similar before?

Regards

Garima.

Why not have the agent just conference into the Zoom meeting with the Zoom integration.  Instead of joining Zoom on their softphone, have them call into zoom using the transfer/conf feature.  That way they stay on the same interaction, all can be recorded, and the Zoom meeting can be used for collaboration only.  About the Zoom Meetings integration - Genesys Cloud Resource Center (mypurecloud.com)

Hi community ,

We have a usecase at hand , where an agent and customer on a live call , need to switch to a zoom meet . Is there any integration available for this ?

The agent should not need to send the zoom meet link via email/sms to customer. The zoom call should be reportable 'somehow' on interaction timelines and agent -should be considered non-available for other calls during this meeting .

Has anyone implemented something similar before?

Regards

Garima.

Hi Robert,

Thanks for your response.

This zoom integration is more of a collaboration between 2 agents. What i am looking for is between customer and agent.

I am not sure if the agent will be able to conference the zoom meeting this way. 

Regards

Garima.

Why not have the agent just conference into the Zoom meeting with the Zoom integration.  Instead of joining Zoom on their softphone, have them call into zoom using the transfer/conf feature.  That way they stay on the same interaction, all can be recorded, and the Zoom meeting can be used for collaboration only.  About the Zoom Meetings integration - Genesys Cloud Resource Center (mypurecloud.com)

Hi community ,

We have a usecase at hand , where an agent and customer on a live call , need to switch to a zoom meet . Is there any integration available for this ?

The agent should not need to send the zoom meet link via email/sms to customer. The zoom call should be reportable 'somehow' on interaction timelines and agent -should be considered non-available for other calls during this meeting .

Has anyone implemented something similar before?

Regards

Garima.

Hi Robert,

Thanks for your response.

This zoom integration is more of a collaboration between 2 agents. What i am looking for is between customer and agent.

I am not sure if the agent will be able to conference the zoom meeting this way. 

Regards

Garima.

Why not have the agent just conference into the Zoom meeting with the Zoom integration.  Instead of joining Zoom on their softphone, have them call into zoom using the transfer/conf feature.  That way they stay on the same interaction, all can be recorded, and the Zoom meeting can be used for collaboration only.  About the Zoom Meetings integration - Genesys Cloud Resource Center (mypurecloud.com)

Hi community ,

We have a usecase at hand , where an agent and customer on a live call , need to switch to a zoom meet . Is there any integration available for this ?

The agent should not need to send the zoom meet link via email/sms to customer. The zoom call should be reportable 'somehow' on interaction timelines and agent -should be considered non-available for other calls during this meeting .

Has anyone implemented something similar before?

Regards

Garima.

Garima, you may find this dev blueprint interesting.  Especially coupled with Carl's suggestions above.

Hi Robert,

Thanks for your response.

This zoom integration is more of a collaboration between 2 agents. What i am looking for is between customer and agent.

I am not sure if the agent will be able to conference the zoom meeting this way. 

Regards

Garima.

Why not have the agent just conference into the Zoom meeting with the Zoom integration.  Instead of joining Zoom on their softphone, have them call into zoom using the transfer/conf feature.  That way they stay on the same interaction, all can be recorded, and the Zoom meeting can be used for collaboration only.  About the Zoom Meetings integration - Genesys Cloud Resource Center (mypurecloud.com)

Hi community ,

We have a usecase at hand , where an agent and customer on a live call , need to switch to a zoom meet . Is there any integration available for this ?

The agent should not need to send the zoom meet link via email/sms to customer. The zoom call should be reportable 'somehow' on interaction timelines and agent -should be considered non-available for other calls during this meeting .

Has anyone implemented something similar before?

Regards

Garima.

Hi @Jason Wolfgang and @Robert Wakefield-Carl,

Thank you both for your responses!

I missed a small but significant detail in my post earlier. We are using Genesys Cloud for Salesforce. So as confirmed with GC Care as well this is not an option for us (  About the Zoom Meetings integration - Genesys Cloud Resource Center (mypurecloud.com)  )

Is there is a way, we could integrate zoom with GC for Salesforce ?

What we mainly want is that if an agent and customer are speaking on voice call , and should choose to enter into a zoom call , then not only this integration should be possible , but reportable also (i.e voice leg and zoom leg - both should reflect individually on reporting).

Regards

Garima. 

Garima, you may find this dev blueprint interesting.  Especially coupled with Carl's suggestions above.

Hi Robert,

Thanks for your response.

This zoom integration is more of a collaboration between 2 agents. What i am looking for is between customer and agent.

I am not sure if the agent will be able to conference the zoom meeting this way. 

Regards

Garima.

Why not have the agent just conference into the Zoom meeting with the Zoom integration.  Instead of joining Zoom on their softphone, have them call into zoom using the transfer/conf feature.  That way they stay on the same interaction, all can be recorded, and the Zoom meeting can be used for collaboration only.  About the Zoom Meetings integration - Genesys Cloud Resource Center (mypurecloud.com)

Hi community ,

We have a usecase at hand , where an agent and customer on a live call , need to switch to a zoom meet . Is there any integration available for this ?

The agent should not need to send the zoom meet link via email/sms to customer. The zoom call should be reportable 'somehow' on interaction timelines and agent -should be considered non-available for other calls during this meeting .

Has anyone implemented something similar before?

Regards

Garima.