contact-center
Zoom Contact Center 的 app、web、原生整合參考與生命週期
中文翻譯
---
name: build-zoom-contact-center-app
description: "Zoom Contact Center 的參考 skill。在導向某個 contact-center 工作流程之後使用，適用於實作 app、web 或原生整合；engagement context 與狀態處理；campaign；callback；或版本漂移的疑難排解。"
triggers:
- "contact center sdk"
- "zoom contact center"
- "zcc"
- "engagement context"
- "engagement status"
- "campaign sdk"
- "scheduled callback"
- "getengagementcontext"
- "onengagementstatuschange"
- "zoom contact center app"
---
# /build-zoom-contact-center-app
Zoom Contact Center 整合的背景參考，涵蓋 app、web 和原生行動裝置三種介面。
Zoom Contact Center 的實作指引，涵蓋：
- Zoom client 裡的 Contact Center app（Zoom Apps SDK 路線）
- Web 管道嵌入（chat/video/campaign）
- 原生行動 SDK（Android/iOS）
官方文件：
- 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
## 路由護欄
- 如果使用者要在 Zoom Contact Center 桌面 client 裡做 app，就留在 Zoom Apps SDK 路線，使用這個 skill 加上 `zoom-apps-sdk`。
- 如果使用者要在網站上嵌入 chat/video 小工具，導向 [web/SKILL.md](web/SKILL.md)。
- 如果使用者要整合原生 Android 或 iOS 的 SDK 二進位檔，導向 [android/SKILL.md](android/SKILL.md) 或 [ios/SKILL.md](ios/SKILL.md)。
- 如果使用者需要 Contact Center 的通話控制或佇列 API，銜接 [../rest-api/SKILL.md](../rest-api/SKILL.md)。
## 快速連結
從這裡開始：
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)
各平台的 skill：
- [android/SKILL.md](android/SKILL.md)
- [ios/SKILL.md](ios/SKILL.md)
- [web/SKILL.md](web/SKILL.md)
## 文件結構
```
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
```
## 常見的生命週期模式
1. 及早初始化平台 context。
2. 建立管道項目（chat/video/ZVA 用 `entryId`，scheduled callback 和 campaign 流程用 `apiKey`）。
3. 取得 service/client 實例。
4. 在使用者互動之前註冊 listener/delegate。
5. 啟動流程（`fetchUI`、`startVideo`，或 web SDK 的 open/show 路徑）。
6. 處理 engagement 狀態變化（`start`、`hold`、`resume`、`end`）和 context 切換。
7. 結束流程並釋放資源（`endChat`/`endVideo`、`logout/logoff`、uninitialize/release）。
## 高階情境
- 座席側邊面板 app：依 `engagementId` 儲存備註，且在 context 切換後仍然保留。
- 從網頁標籤啟動的瀏覽器 chat/video campaign。
- 原生行動客戶 app，支援 chat/video/scheduled callback。
- 由 campaign 驅動的管道選擇（chat、ZVA、video、scheduled callback）。
- 行動裝置上斷線的 video engagement 重新加入流程。
- 使用 postMessage 事件契約的 Smart Embed CRM 軟電話。
詳情請見 [scenarios/high-level-scenarios.md](scenarios/high-level-scenarios.md)。
## 銜接
- 驗證與 client 內的 app 身分：[../zoom-apps-sdk/SKILL.md](../zoom-apps-sdk/SKILL.md) 和 [../oauth/SKILL.md](../oauth/SKILL.md)
- Contact Center REST 工作流程：[../rest-api/SKILL.md](../rest-api/SKILL.md)
- Web 語音／聊天管道上的 cobrowse：[../cobrowse-sdk/SKILL.md](../cobrowse-sdk/SKILL.md)
## 環境變數
- 標準化的 `.env` key，以及各個值要去哪裡找，請見 [references/environment-variables.md](references/environment-variables.md)。英文原文
---
name: build-zoom-contact-center-app
description: "Reference skill for Zoom Contact Center. Use after routing to a contact-center workflow when implementing app, web, or native integrations; engagement context and state handling; campaigns; callbacks; or 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"
---
# /build-zoom-contact-center-app
Background reference for Zoom Contact Center integrations across app, web, and native mobile surfaces.
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
## 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.
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.