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Compliance Archiving for Zoom Phone

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Updated

Overview

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

  • Zoom Phone Call Recordings
  • Zoom Phone SMS
  • Zoom Phone SMS Attachments (JPG, PNG, and GIF files)

Zoom Automatic Call Recording must first be activated for Zoom Phone users in the Zoom Admin Portal. This ensures that recording starts automatically when inbound or outbound calls take place for those users.   

Automatic Call Recording is supported for:

  • Zoom Phone Users (all inbound / outbound calls)
  • Zoom Queues (all inbound calls)

Once provisioned, Zoom Phone Recordings and Zoom Phone SMS messages are automatically ingested and made available for archival and further processing in other 3rd party applications. 

 

Prerequisites

  • Zoom Phone Metered, Unlimited, or Pro plan 

 

Scope

Zoom Phone Call Recordings

Recordings from customers using the Zoom Phone Automatic Call Recording option are supported for archiving. The following types of metadata are supported for each Zoom Phone call recording:

  • Call Direction
  • Call Log ID
  • Caller Number
  • Caller Number Type (Internal / External) 
  • Caller Name
  • Callee Number
  • Callee Number Type
  • Callee Name
  • Duration 
  • Date / Time
  • Recording ID
  • Site
  • User ID

 

Zoom Phone SMS

SMS messages sent to or from a Zoom Phone user are supported for archiving. SMS archiving can be configured in standalone mode (SMS archiving only), or together with archiving of Zoom Phone call recordings. Zoom Phone SMS archiving can also be activated in either of the following modes: 

  • Archive SMS for all Zoom Phone users (account-wide archiving)
  • Archive SMS for selected Zoom Users (selective archiving based on Zoom Group membership)

The following types of metadata are supported for Zoom Phone SMS:

  • Date / Time
  • Message Type
  • SMS Sender
  • SMS Receivers
  • SMS Text Content
  • SMS Attachments
  • SMS Session ID
  • SMS Message ID

The following types of attachments are supported for each Zoom Phone SMS:

  • Images (JPG, PNG, and GIF files)

 

Supported Archives

The following archiving destinations are supported for Zoom Phone 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 

  1.  Authorize the archiving app from the Zoom Marketplace:
    1. Unique link can be obtained by admin logging into Nuclei GUI
    2. Link can also be shared by Nuclei via email
  2. Activate Zoom Automatic Call Recording for Zoom Phone (optional) 
  3. Use Zoom Phone

Usage

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

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

  1. Login to https://app.smarsh.com 
  2. Select Search > New Search 
  3. Select Content, and replace "All Content" with "Zoom" 
  4. Select "Search"
  5. Select a Zoom Phone recording from the search results.
  6. Replay call audio. 
  7. 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 

  1. Login to https://marketplace.zoom.us
  2. Select "Manage"
  3. Select "Installed Apps" 
    1. Select "Nuclei for Zoom Phone", or
    2. Select "Smarsh for Phone"
  4. Select "Uninstall"

 

Getting Setup

Activate Automatic Call Recording (Users, Groups, or Queues)

Activating Automatic Call Recording for a Zoom Phone User

  1. Login to https://admin.zoom/us, and select "My Account" 
  2. Select "Phone System Management", and then "Users & Rooms"  
  3. Select a User, then select the "Policy" tab
  4. Activate "Automatic Call Recording"
  5. Select desired call flow that should trigger Automatic Call Recording
    1. "Inbound and Outbound"
    2. "Inbound Calls"
    3. "Outbound Calls"
  6. Activate "Play a prompt to call participants when the recording has started" (optional)

Activating Automatic Call Recording for a Zoom Phone Group

  1. Login to https://admin.zoom/us, and select "My Account" 
  2. Select "User Management", and then "Groups"  
  3. Select a Group, then select the "Zoom Phone" tab
  4. Activate "Automatic Call Recording"
  5. Select desired call flow that should trigger Automatic Call Recording
    1. "Inbound and Outbound"
    2. "Inbound Calls"
    3. "Outbound Calls"
  6. Activate "Play a prompt to call participants when the recording has started" (optional)

Activating Automatic Call Recording for a Zoom Phone Queue

  1. Login to https://admin.zoom/us, and select "My Account" 
  2. Select "Phone System Management", and then "Call Queues"  
  3. Select a Call Queue, then select the "Policy" tab
  4. Activate "Automatic Call Recording"
  5. Activate "Play a prompt to call participants when the recording has started" (optional)

 

Enable SMS Archiving (Organization)

By default Zoom Phone SMS archiving will take place for all active SMS users on the Zoom account.

 

Enable SMS Archiving (Zoom Group)

To enable a selective archiving configuration (optional), whereby SMS messages are only archived for users based on their Zoom Group Membership:

  1. Login to https://admin.zoom/us, and select "My Account" 
  2. Select "User Management", and then "Groups"
  3. Select "Add Group", and enter a new Group Name and Description
  4. Select the link next to "Total Members"
  5. Add all group members that should be subject to SMS archiving. 
  6. Submit a web ticket containing the Group Name for the newly created Group(s). 

Afterwards, Nuclei will update the feed configuration in our infrastructure which will enable selective archiving of Zoom Phone SMS messages from users that are members of the submitted group.  

 

Configure Zoom Phone Call Retention (in Zoom) 

To configure Automatic Deletion of Zoom Phone recording after archiving has taken place: 

  1. Login to https://admin.zoom/us, and select "My Account" 
  2. Select "Account Management", and then "Account Settings"
  3. Activate "Auto Delete Data After Retention Duration"
  4. Configure "Auto Call Recordings" retention as desired (i.e.: 30 days) 

The retention policies set here do not impact downstream archiving, and are only applied directly within your Zoom account. 

 

Zoom App Marketplace

Nuclei's archiving app for Zoom is visible in the Zoom Marketplace. Authorization of the app is done through a uniquely generated link per customer.

  1. If a login has been created, you can obtain the app authorization link within your Nuclei configuration page here:
    1. https://app.nuclei.ai/feeds/
  2. Otherwise, a link will be shared via email or in the onboarding meeting.

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

"Perfect! You're ready to archive Zoom Phone Recordings!"

 

FAQ

What are the storage requirements for archiving Zoom Phone 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)

 

Test Plan

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

Zoom

  1. Conduct a test Zoom Phone call
  2. Validate that the "Recording" status indicator is active during the call. 
  3. End the Zoom Phone Call. 
  4. Validate that the Zoom Phone recording has finished processing and is available:
    1. Login to https://admin.zoom.us
    2. Select "Phone", and then the "Recording" tab
  5. Sent a test Zoom SMS message

Compliance Archive

To review content in your compliance archive: 

  1. Login to the archive
  2. Compose a search for Zoom activity
  3. Select the test Zoom Phone call you completed in the steps above from the search results.
  4. Validate that Zoom Phone recording appears correctly in the Archive, and can be replayed
  5. Validate that Zoom Phone SMS messages appear in the archive, and can be reviewed. 
  6. Validate that all call participants are correctly identified. 

Additional Resources

Compliance Archiving for Zoom Meetings

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. 

 

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