Contact Center

---
name: contact-center
description: "Zoom Contact Center skill pack for Contact Center apps, web embeds, and native mobile SDK integrations. Use for lifecycle patterns, engagement context/state handling, campaigns, callbacks, and version-drift troubleshooting."
triggers:
  - "contact center sdk"
  - "zoom contact center"
  - "zcc"
  - "engagement context"
  - "engagement status"
  - "campaign sdk"
  - "scheduled callback"
  - "getengagementcontext"
  - "onengagementstatuschange"
  - "zoom contact center app"
---

# Zoom Contact Center

Implementation guidance for Zoom Contact Center across:
- Contact Center apps in the Zoom client (Zoom Apps SDK path)
- Web channel embeds (chat/video/campaign)
- Native mobile SDKs (Android/iOS)

Official docs:
- https://developers.zoom.us/docs/contact-center/
- https://developers.zoom.us/docs/contact-center/web/sdk-reference/
- https://marketplacefront.zoom.us/sdk/contact/android/index.html
- https://marketplacefront.zoom.us/sdk/contact/ios/index.html

## Current Release Snapshot

- Web, Android, and iOS SDK changelogs are at `5.6.0` (verified 2026-07-10).
- Web `5.6.0` adds Agent UI V3/Prism video updates, authenticated consumer chat history,
  campaign digital front door, Dynamics CRM share/remote control, CTI/PWA Cobrowse, and new
  locales/fallback behavior.
- Android/iOS `5.6.0` revise real-time audio translation; iOS now receives available languages
  and interpreter volume restrictions from the backend service.
- The current Contact Center REST inventory contains 314 operations; use
  [the generated reference](../rest-api/references/contact-center.md) for exact paths.

## Routing Guardrail

- If the user is building an app inside the Zoom Contact Center desktop client, stay on the Zoom Apps SDK path and use this skill plus `zoom-apps-sdk`.
- If the user is embedding chat/video widgets on a website, route to [web/SKILL.md](web/SKILL.md).
- If the user is integrating native Android or iOS SDK binaries, route to [android/SKILL.md](android/SKILL.md) or [ios/SKILL.md](ios/SKILL.md).
- If the user needs Contact Center call-control or queue APIs, chain with [../rest-api/SKILL.md](../rest-api/SKILL.md).

## Quick Links

Start here:
1. [concepts/architecture-and-lifecycle.md](concepts/architecture-and-lifecycle.md)
2. [scenarios/high-level-scenarios.md](scenarios/high-level-scenarios.md)
3. [references/forum-top-questions.md](references/forum-top-questions.md)
4. [references/versioning-and-compatibility.md](references/versioning-and-compatibility.md)
5. [references/samples-validation.md](references/samples-validation.md)
6. [references/environment-variables.md](references/environment-variables.md)
7. [troubleshooting/common-drift-and-breaks.md](troubleshooting/common-drift-and-breaks.md)
8. [RUNBOOK.md](RUNBOOK.md)

Platform skills:
- [android/SKILL.md](android/SKILL.md)
- [ios/SKILL.md](ios/SKILL.md)
- [web/SKILL.md](web/SKILL.md)

## Documentation Structure

```
contact-center/
├── SKILL.md
├── RUNBOOK.md
├── concepts/
│   └── architecture-and-lifecycle.md
├── scenarios/
│   └── high-level-scenarios.md
├── references/
│   ├── versioning-and-compatibility.md
│   ├── samples-validation.md
│   └── environment-variables.md
├── troubleshooting/
│   └── common-drift-and-breaks.md
├── android/
│   ├── SKILL.md
│   ├── concepts/sdk-lifecycle.md
│   ├── examples/service-patterns.md
│   ├── references/android-reference-map.md
│   └── troubleshooting/common-issues.md
├── ios/
│   ├── SKILL.md
│   ├── concepts/sdk-lifecycle.md
│   ├── examples/service-patterns.md
│   ├── references/ios-reference-map.md
│   └── troubleshooting/common-issues.md
└── web/
    ├── SKILL.md
    ├── concepts/lifecycle-and-events.md
    ├── examples/app-context-and-state.md
    ├── references/web-reference-map.md
    └── troubleshooting/common-issues.md
```

## Common Lifecycle Pattern

1. Initialize platform context early.
2. Build a channel item (`entryId` for chat/video/ZVA, `apiKey` for scheduled callback and campaign flows).
3. Get service/client instance.
4. Register listeners/delegates before user interaction.

> **Need to create/configure the Marketplace app first?** Use
> [Marketplace app management](../rest-api/references/marketplace-apps.md) for app creation,
> General App surfaces, Contact Center product selection, OAuth scopes, event subscriptions,
> and credential response shapes before implementing Contact Center SDK/API workflows. Start
> from the [General App Contact Center template](../rest-api/assets/marketplace-apps/marketplace-manifest-template-for-general-admin-contact-center-api.json)
> or [S2S Contact Center template](../rest-api/assets/marketplace-apps/marketplace-app-creation-template-for-s2s-contact-center-api.json).
5. Start flow (`fetchUI`, `startVideo`, or web SDK open/show path).
6. Handle engagement state changes (`start`, `hold`, `resume`, `end`) and context switching.
7. End flow and release resources (`endChat`/`endVideo`, `logout/logoff`, uninitialize/release).

## High-Level Scenarios

- Agent side-panel app that stores notes per `engagementId` and survives context switching.
- Browser chat/video campaigns launched from web tags.
- Native mobile customer app for chat/video/scheduled callback.
- Campaign-driven channel selection (chat, ZVA, video, scheduled callback).
- Rejoin flow for dropped video engagements on mobile.
- Smart Embed CRM softphone with postMessage event contracts.

See [scenarios/high-level-scenarios.md](scenarios/high-level-scenarios.md) for details.

## Chaining

- Auth and in-client app identity: [../zoom-apps-sdk/SKILL.md](../zoom-apps-sdk/SKILL.md) and [../oauth/SKILL.md](../oauth/SKILL.md)
- Contact Center REST workflows: [../rest-api/SKILL.md](../rest-api/SKILL.md)
- Cobrowse on web voice/chat channels: [../cobrowse-sdk/SKILL.md](../cobrowse-sdk/SKILL.md)

## Environment Variables

- See [references/environment-variables.md](references/environment-variables.md) for standardized `.env` keys and where to find each value.