Installing the Contact Center app

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<p id="docs-hc-snippet" style="display: none;">Whenimplementing Zendesk Contact Center, you need to install the app that has the administration interface for your admins and the user interface for your agents to make, receive, and manage calls and chats.</p>
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<strong>Add-on</strong>
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<td>Contact Center</td>
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<p id="docs-ai-summary-content">Install the Contact Center app to provide your admins and agents with tools to manage calls and chats. After installation, configure settings like role and group restrictions to control access. The app will be accessible from your instance's top right corner. For further setup, connect to your Contact Center with an API token and configure the integration with Support.</p>
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<div class="note attention">
<span class="attentiontitle"></span> If you're using the native Zendesk Contact Center, this article
doesn't apply. It only applies to accounts using the Zendesk Application Framework app
for Contact Center from the Zendesk marketplace.</div>
<p class="p">When <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9824150119450" target="_blank">implementing Zendesk Contact Center</a>, you need to install the
app that has the administration interface for your admins and the user interface for
your agents to make, receive, and manage calls and chats.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="final_cc_install_app_pod__ul_cqg_f1w_2hc">
<li class="li"><a class="xref" href="#install">Installing the Contact Center app</a></li>
<li class="li"><a class="xref" href="#next">Next steps</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="install">
<h2 class="title topictitle2" id="ariaid-title2">Installing the Contact Center app</h2>
<div class="body">
<p class="p"><strong class="ph b">To install the Contact Center app</strong></p>
<ol class="ol" id="install__ol_awp_t1w_2hc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Apps &gt; Zendesk Support
apps</strong>.</span></li>
<li class="li">Click <strong class="ph b">Marketplace</strong>.<p class="p"><img class="image" id="install__image_qw3_yyf_kgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/implementation_guidez_2.png" width="300"></p>
</li>
<li class="li">In the <a class="xref" href="https://www.zendesk.com/marketplace/" target="_blank">Zendesk Marketplace</a>, search for "Zendesk for Contact
Center", and install the app.</li>
<li class="li">After the Contact Center app is installed, navigate to <strong class="ph b">Admin Center</strong> &gt;
<strong class="ph b">Apps and integrations</strong> &gt; <strong class="ph b">Apps</strong> &gt; <strong class="ph b">Zendesk Support apps</strong> &gt;
<strong class="ph b">Zendesk for Contact Center</strong>.<p class="p"><img class="image" id="install__image_qw3_kjp_5gc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ig2_15.png" width="350"></p>
</li>
<li class="li">Update the following settings using your existing Contact Center instance
URL:<ul class="ul" id="install__ul_kth_rmz_hgc">
<li class="li">
<strong class="ph b">Title:</strong> Use the default name to ensure naming consistency.</li>
<li class="li">
<strong class="ph b">Preload:</strong> Preloads the Contact Center call console before it's
opened in Agent Workspace. When agents reload or refresh the Zendesk
tab, the call console initializes automatically in the background, which keeps
signed in agents available to receive
calls.<div class="note note">
<span class="notetitle">Note:</span> After a Zendesk page refresh, agents might become
offline in Contact Center. Turn on <strong class="ph b">Preload</strong> to keep the call
console active and avoid missed calls after page
refreshes.</div>
</li>
<li class="li">
<strong class="ph b">Enable role restrictions:</strong> Grants app access only to selected
roles.</li>
<li class="li">
<strong class="ph b">Enable group restrictions:</strong> Grants app access only to selected
groups.</li>
</ul>
<p class="p"><img class="image" id="install__image_dfh_3dw_2hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_app_wr4.png" width="450">‍</p>
</li>
<li class="li">Click <strong class="ph b">Update</strong>.</li>
</ol>
<p class="p">The Contact Center app will now appear in the top right corner of your Zendesk
instance.</p>
<p class="p"><img class="image" id="install__image_yjw_czf_kgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/implementation_guidez_4.png" width="300"></p>
<p class="p">To check the installation, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9832930064026" target="_blank">Testing Contact Center</a>.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="next">
<h2 class="title topictitle2" id="ariaid-title3">Next steps</h2>
<div class="body">
<div class="p">
<ul class="ul" id="next__ul_sgg_2wv_n3c">
<li class="li">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10365379513114" target="_blank">Connecting Contact Center to Zendesk
with an API token</a></p>
</li>
<li class="li">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10407293917978" target="_blank">Configuring the Contact Center
integration with Support</a></p>
</li>
</ul>
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