Compliance Archiving for Zoom Contact Center

Overview

Nuclei provides Zoom customers with the ability to automatically export, enrich, and archive all Zoom Contact Center communication, including:

• Zoom Contact Center Audio Recordings
• Zoom Contact Center Video Recordings
• Zoom Contact Center Voicemail Inbox
• Zoom Contact Center Engagements

As a first step the "Nuclei for Zoom Contact Center" app must be authorized from the Zoom Marketplace. Once complete, Nuclei will automatically import Zoom Contact Center content and related activity. Content can be retained with Nuclei, or exported for review and retention in your existing compliance archive. 

Prerequisites

• Zoom Contact Center 
• Zoom Contact Center Cloud Storage

Scope

Audio and Video Recordings

Audio and video recordings from Zoom Contact Center are supported for archiving. The following types of metadata are supported for each call recording:

• Engagement ID
• Flow ID
• Flow Name
• Queue ID
• Queue Name
• Recording Duration
• Recording ID
• Recording Start Time
• Recording End Time
• Recording Type

The following additional types of metadata are also supported for the recorded user:

• User Display Name
• User ID
• Consumer Name
• Consumer Number

Voicemail Inbox

Voicemail Inbox messages from Zoom Contact Center are supported for archiving. The following types of metadata are supported for each inbox message:

• Engagement ID
• Flow ID
• Flow Name
• Inbox ID
• Inbox Name
• Message Duration
• Message ID
• Message Type
• Queue ID
• Queue Name

The following additional types of metadata are also supported for the recorded consumer:

• Consumer Display Name
• Consumer ID
• Consumer Number

Engagement

Engagement and events associated with an Engagement from Zoom Contact Center are supported for archiving. The following types of metadata are supported for each engagement:

• Channel Type (Voice, SMS, Chat, Video)
• Engagement ID
• Engagement Duration
• Engagement Direction (inbound/outbound)
• Note Content
• Note ID
• Note Last Modified Time
• Contact Center Agent
• Conversation Transcript/Recording
• Contact Information

The following additional types of metadata are also supported for the user that last modified the engagement note:

• User Display Name
• User ID

Getting Setup

Nuclei

To enable archiving of Zoom Contact Center activity:

1. Login to https://app.nuclei.ai 
2. Select "Configuration" > "Sources"
3. Select "New"
4. Select "Source Type", then select "Zoom Contact Center"
5. Add a "Description" to the feed
6. Complete any optional configuration settings desired. 
7. Select "Save"
8. Select "Create Authorization", and complete the OAuth approval workflow.

Zoom

Activating Automatic Call Recording for the Account (optional)

To activate Automatic Call Recording for a Zoom Contact Center Account:

1. Login to https://admin.zoom/us, and select "My Account" 
2. Select "Contact Center Management", and then "Preferences"  
3. Click the toggle to activate "Automatic Voice Call Recording"
4. Select desired call flow that should trigger Automatic Call Recording
   1. "Inbound Calls"
   2. "Outbound Calls"
   3. "Both"

More details are available in the Zoom Support Center here.

Activating Automatic Call Recording for a Queue (optional)

To activate Automatic Call Recording for a Zoom Contact Center Queue:

1. Login to https://admin.zoom/us, and select "My Account" 
2. Select "Contact Center Management", and then "Queues"  
3. Click the display name of the queue you want to edit
4. Click the "Policy" tab
5. Click the toggle to activate "Automatic Voice Call Recording"

More details are available in the Zoom Support Center here.

Uninstallation 

To disable archiving:

1. Disable "Capture Enabled" in the Nuclei source configuration. 

Additional Resources

Export Destinations

Related Solutions

Compliance Archiving for Zoom Meetings

Compliance Archiving for Zoom Phone

Compliance Archiving for Zoom Chat

More Information

For more information on Compliance Archiving for Zoom and for a demonstration of related capabilities please contact Nuclei's sales team at hello@nuclei.ai.