The Call control APIs let you place an outbound call by selecting an available phone number. To automate this click to call feature, or to programmatically initiate calls for Contact Center agents, use the Call control APIs.
While this feature was developed to meet the needs of developers using native desktop applications without access to Smart Embed web-based integrations, the Call control APIs are open APIs. Any developer programming a custom integration can leverage them.
Agents must log in to the Contact Center client to use these APIs, since these don't replace it. These APIs support initiating outbound voice engagements and other Contact Center client functions like hold, resume, conference, transfer, accept, and end.
Supported clients include the Zoom Workplace app version 6.3 and higher, and the PWA web client.
NOTE: CRM CTI Connector does not support these APIs. Agents logging in to the Contact Center using CRM CTI Connector will not be able to use this API.
Configure the APIs
Use these APIs by having marketplace admins add the required scopes to their app, and by having Contact Center admins enable the app to make calls on behalf of agents.
- Have your Marketplace admins configure their Zoom Marketplace app with these required scopes.
contact_center:read:user_device:admincontact_center:write:user_control:admin
- Have your Contact Center admins enable the Marketplace app to make calls on behalf of the agents
- Sign into the Zoom admin portal .
- In the navigation pane, choose Contact Center Management.
- Choose Integrations.
- Choose Engagement control access and choose the app.
- Turn on Agents will be able to initiate a voice engagement directly from a third-party application.
- Program your application to send requests to the Zoom API.
- To get the list of devices where the agent is currently signed in, send an
HTTP GETrequest to the List user's devices API. - To initiate click to call, send an
HTTP POSTrequest to theCommand control of a user API.
- To get the list of devices where the agent is currently signed in, send an
You can also use these APIs to get queue or caller ID information required by the Command control of a user API.