We currently utilize Zoom Contact Center to provide agents for our users to call in and speak to.
As of 6/28, our ZCC agents have intermittently not been receiving audio and/or video from callers.
Currently, we load the video client by a script tag pointed at:
https://us01ccistatic.zoom.us/us01cci/web-sdk/video-client.js’;
and then, we instantiate the VideoClient and call videoClient.startVideo()
The caller connects to the agent, once in the zoom call, the agents are unable to hear the caller’s audio, and sometimes, not their video either.
The last successful call was on 6/13
The video web client did have a release on 6/21 (Video SDK Changelog) which could be causing this issue. Unfortunately, I haven’t been able to find a way load a specific version of the video client via a different URL.
At zoom support’s direction, we’ve tried ensuring the Agent’s zoom app is updated, as well as the users browser, and that did not resolve the issue.
Any guidance would be appreciated!