Setting up Zoom Contact Center with PCI Pal

Zoom Contact Center provides PCI compliance to customers by integrating with providers who allow customers to take payment over the voice and digital channel securely. Zoom Contact Center has integrated with PCI Pal to provide one such solution that can be leveraged by customers. The integration allows Zoom Contact Center agents to take payments over voice and digital channels. The payment is retrieved and processed directly by PCI Pal in a compliant and secure manner.

Requirements for setting up Zoom Contact Center with PCI Pal

• Account owner or admin with Zoom Contact Center and Marketplace privileges
• Zoom Contact Center license
• Zoom client version 6.0.3 or higher
• PCI Pal licensing
• PCI-ready numbers

Note: To enable the PCI Integration with Zoom Contact Center, submit a request to Zoom Support.

Limitations for setting up Zoom Contact Center with PCI Pal

• The following call controls won’t be available if the agent is on a secured voice engagement:
  • Add to (Conference)
  • Transfer
  • Video Upgrade
• Supervisor Takeover is not supported if the agent is on a secured voice engagement.
• An active voice conference call cannot be secured to initiate a payment session via PCI Pal.
• Voice engagements transferred from a Zoom Phone to a Zoom Contact Center can’t be secured.
• If the voice engagement is secured, then it is not possible to start AdHoc recording.
• BYOC numbers can’t be secured via PCI Pal currently.

How to enable the PCI PAL integration

The PCI Pal integration follows a specialized approach to ensure that customers can integrate with Zoom Contact Center and also be PCI compliant. This integration requires Zoom enablement and can be completed by submitting a request to Zoom support. Prior to submitting the request, the customer must ensure that their Sites are only located in North America or EMEA. If the account has sites in other regions, then this integration cannot be enabled at this time.

Add the PCI Pal app from Zoom Marketplace

The PCI Pal app will need to be added to your account and configured to ensure that the setup process is completed for the Zoom account to be integrated with your PCI Pal accounts. Ensure that the following steps are completed:

1. Sign in to the Zoom App Marketplace.
2. On the top right of the page, search for PCI Pal.
3. Click on the PCI Pal app.
4. Scroll to the bottom of the app listing page, click Configure.
5. Enter the information as requested. This information will need to be requested from the PCI Pal team.
6. Click Save.

How to use the PCI Pal Zoom app with Zoom Contact Center

Customers who would like their users to use the PCI Pal Zoom app when capturing payments can follow the steps outlined here. Once the app is assigned, the Zoom Contact Center agents can use this app during an active voice or messaging engagement to capture payments.

How to enable the phone numbers for PCI Pal integration

PCI Pal integration and the PCI compliance heavily rely on the phone numbers that are being used for this integration. Some phone numbers that are available on your account might not be capable of integration with PCI Pal. Follow the steps below to validate if the numbers on your account are PCI-ready.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Phone System Management, then Phone Numbers.
3. Click the Assigned or Unassigned tab. Phone numbers that are PCI-ready and can be integrated with PCI Pal will have the icon next to them.
   If the account does not have PCI ready numbers, submit a request to have PCI-ready numbers added to the account. In certain cases, additional Know Your Customer (KYC) documentation will need to be provided to procure PCI-ready numbers.

Note: PCI-ready numbers that can be used with the PCI Pal integration is available for the following countries:

• Americas:
  • United States
  • Canada
• EMEA*:
  • Austria
  • Belgium
  • Denmark
  • Croatia
  • Cyprus
  • Czech Republic
  • Estonia
  • Finland
  • Greece
  • Hungary
  • Ireland
  • Italy
  • Latvia
  • Lithuania
  • Luxembourg
  • Netherlands
  • Norway
  • Poland
  • Romania
  • Spain
  • Sweden
  • Switzerland
  • Slovakia
  • Slovenia
  • United Kingdom

* Certain countries may have additional KYC requirements that will be requested by the porting team during number ordering