Compliance Archiving for Zoom Contact Center – Nuclei, Inc.

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
Zoom Contact Center Engagements Notes

As a first step the "Nuclei for Zoom Contact Center" app must be authorized from the Zoom Marketplace. Afterwards Nuclei will automatically export Zoom Contact Center recording and messaging content into 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 Notes

Engagement Notes from Zoom Contact Center are supported for archiving. The following types of metadata are supported for each note:

Channel Type (Voice, SMS, Chat, Video)
Engagement ID
Note Content
Note ID
Note Last Modified Time

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

User Display Name
User ID

Supported Archives

The following archiving destinations are supported for Zoom Contact Center archiving:

ACA ComplianceAlpha
Dell EMC SourceOne
Global Relay Archive
Microsoft Purview
Mimecast Cloud Archive
Proofpoint Enterprise Archive
Smarsh Digital Safe
Smarsh Enterprise Archive
Smarsh Professional Archive
Veritas Enterprise Vault
ZL Unified Archive

Quick Start Guide

Installation

Authorize the archiving app from the Zoom Marketplace
Activate Zoom Automatic Call Recording for Zoom Contact Center (optional)
Use Zoom Contact Center

Usage

Utilization varies, and will depend on the downstream archive being used.

As an example, to review archived content in the Smarsh Professional Archive:

Login to https://app.smarsh.com
Select Search > New Search
Select Content, and replace "All Content" with "Zoom"
Select "Search"
Select a Zoom Contact Center recording from the search results.
Replay call audio.
Review call metadata.

Review of archived content in other archives will generally follow the normal process for review of archived records in that archive.

Uninstallation

Login to https://marketplace.zoom.us
Select "Manage"
Select "Installed Apps"
Select "Nuclei for Zoom Contact Center"
Select "Uninstall"

Getting Setup

Activate Automatic Call Recording

Activating Automatic Call Recording for the Account

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

Login to https://admin.zoom/us, and select "My Account"
Select "Contact Center Management", and then "Preferences"
Click the toggle to activate "Automatic Voice Call Recording"
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

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

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

More details are available in the Zoom Support Center here.

Zoom App Marketplace

Nuclei's archiving apps for Zoom can be authorized directly from the Zoom Marketplace:

Login to https://marketplace.zoom.us
Select "Search for a published app"
Type in "Nuclei"
Select "Nuclei for Zoom Contact Center"
Select "Install", and then "Authorize"

Upon successful authorization, you will see the following message displayed:

"Perfect! You're ready to archive Zoom Contact Center!"

FAQ

What are the storage requirements for archiving Zoom Contact Center recordings?

A number of factors impact the file size of recordings, including call duration.

The following provides a rough guide for correctly sizing downstream storage resources:

Audio (0.5 MB / minute)
Video (1 - 4 MB / minute)

Test Plan

After installation, please complete the following test plan to validate successful app deployment:

Zoom

Conduct a test Zoom Contact Center call
Validate that the Zoom Contact Center recording has finished processing and is available:
1. Login to Zoom web portal
2. In the navigation menu, select "Contact Center Management" then "Logs"
3. Select the "Recordings" tab

Compliance Archive

To review content in your compliance archive:

Login to the archive
Compose a search for Zoom activity
Select the test Zoom Contact Center call you completed in the steps above from the search results.
Validate that the recording appears correctly in the Archive, and can be replayed
Validate that any messages appear in the archive, and can be reviewed.
Validate that all participants are correctly identified.

Additional Resources

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.