Configuring Zoom Contact Center for Service Cloud Voice

The Zoom Contact Center integration with Service Cloud Voice enables admins to easily connect their Zoom contact center with Salesforce Service Cloud voice, providing efficient advanced voice call handling capabilities, automatic caller matching, synchronized real-time status updates between Zoom and Salesforce.

Note: Zoom Contact Center for Service Cloud Voice supports Salesforce Enhanced Omni-Channel. For supported CRM features and channels, see Zoom Contact Center CTI connector features.

Requirements for configuring Zoom Contact Center for Service Cloud Voice

Limitations with Zoom Contact Center for Service Cloud Voice

Table of Contents

How to enable Service Cloud Voice

To enable Service Cloud Voice, follow the below steps:

  1. Sign in to Salesforce as a system administrator.
  2. In the upper-right corner, click the Settings icon then Setup.
  3. Search for Partner Telephony Setup in the search bar, then click it to open the Service Cloud Voice setup page.
  4. Under Get Ready for Service Cloud Voice:
    1. Check Create a Custom Domain.
    2. Click Set Up Omni-Channel.
    3. Check Enable Omni-Channel
    4. Click Save.
  5. Under Enable Service Cloud Voice, click the Turn on Voice with Partner Telephony toggle.

How to install the Zoom Contact Center for Service Cloud Voice

Follow the below steps to install Zoom Contact Center for Service Cloud Voice.

  1. Sign in to the Zoom App Marketplace as an account administrator.
  2. In the search bar, enter Zoom Contact Center for Service Cloud Voice.
  3. In the search results, click the app name to open the listing.
  4. If required, pre-approve the app, then click Add.
    The installation will redirect you to the listing in Salesforce AppExchange.
  5. On the Salesforce AppExchange page, click Get It Now.
  6. Log in using a Trailblazer.me account linked to your Salesforce admin account.
  7. Review and agree to the terms, then click Visit Provider.
  8. Select your installation environment.
  9. Sign in to your Salesforce environment.
  10. Select Install for Admins Only, then click Install.
  11. When prompted, approve third-party access and click Continue.
  12. Wait for the installation to finish.
    You’ll receive a confirmation email or can verify completion under Installed Packages in Salesforce.

Note: If you already use this integration and want to upgrade to the latest feature, follow steps 5 through 10 above.

How to generate public and private keys

To establish secure communication between Service Cloud Voice and Zoom Contact Center, you will need to generate both public and private keys. Follow these steps to proceed:

  1. Open a terminal on your machine.
  2. Ensure that you are using OpenSSL 3.x or later, and follow the steps in the Salesforce Developer Guide to generate a private key and public certificate.
    Note: The private key used with the Zoom Contact Center for Service Cloud Voice integration must be in PKCS#8 format. PKCS#1 private keys are not supported and may fail to upload when configuring the integration.
  3. Locate the keys in the directory where the commands are executed. By default:
  4. Ensure that the private key is in PKCS#8 PEM format, and use the .pem file extension when uploading the private key to Zoom Contact Center.
    Note: The key must be generated or converted to PKCS#8 format before it is uploaded.

How to add the Zoom Contact Center for Service Cloud Voice integration

Follow these steps to create a new contact center in Salesforce:

  1. Sign in to Salesforce as a system administrator.
  2. In the upper-right corner, click the Settings icon, then click Setup.
  3. Search for Partner Telephony Contact Centers and open the page.
  4. In the center panel, click New.
  5. Select Zoom Contact Center for Service Cloud Voice and click Next.
  6. Modify the following XML template by inserting your public key (generated earlier) where indicated:
    <callCenter>
        <section sortOrder="0" name="reqGeneralInfo" label="General Information">
            <item sortOrder="0" name="reqInternalName" label="InternalName">zoomContactCenterSCVProvider</item>
            <item sortOrder="1" name="reqDisplayName" label="Display Name"> zoomContactCenterSCVProvider </item>
            <item sortOrder="2" name="reqVendorInfoApiName" label="Conversation Vendor Info Developer Name">zoomcc__zoomContactCenterSCVProvider</item>
        </section>
     
        <section sortOrder="1" name="reqHvcc" label="SCV Settings">
            <item sortOrder="0" name="reqTelephonyIntegrationCertificate" label="Telephony Integration Certificate">-----BEGIN CERTIFICATE-----
    [!!!replace your public key to here!!!]
    -----END CERTIFICATE-----</item>
            <item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix">+1</item>
        </section>
      </callCenter>
  7. Click the Upload XML File button to upload the modified XML file.
    A new contact center will be created in Salesforce.
  8. Click Open to view it.
  9. Scroll down to Contact Center Users and click Add.
  10. Select the Salesforce users to grant access to the contact center, then click Done.
    Note: Users must have the Service Cloud Voice User (Partner Telephony) license and at least one of the following permission sets:
  11. An additional permission set needs to be created and assigned to the agents to be able to control call recording. Follow the steps below:
    1. From Setup, search for Permission Sets and open the page.
    2. Click New.
    3. Name the permission set Recording_Access and click Save.
    4. In the permission set, go to App Permissions and click Edit.
    5. Check the box next to Control Call Recording.
    6. Click Save.
    7. Assign this permission set to:
      • All agent/supervisor users handling voice calls.
      • The Salesforce Service Account used to authenticate the Zoom to Salesforce OAuth connection.

How to configure the Omni-Channel status sync with Zoom Contact Center

To configure Omni-Channel status syncing, follow these steps:

  1. Sign in to Salesforce as a system administrator.
  2. In the top-left corner, click the App Launcher (9-dots icon).
  3. Search for and select the Zoom Contact Center for Service Cloud Voice app.
    1. Authorize the connection with Zoom.
    2. Click Authorization from Zoom App Marketplace.
    3. Sign in to your Zoom admin account.
    4. Authorize Zoom to have access to your Salesforce account.
    5. Wait for authorization to finish.
      The settings page in Salesforce will display a notification stating Authorized access to Contact Center.
  4. In the upper-right corner, click the Setup icon, then click Setup.
  5. Search for Presence Statuses and open the page.
  6. Click New to create new presence statuses.
    At least one online status and one busy status must be assigned to your telephony channel. These statuses must be assigned to the call center agent's profile in order for the agent to see them in the Omni-Channel.
  7. To assign the new statuses to your agents:
    1. Search for Profiles and select the desired profile to configure (for example, System Administrator).
    2. Find the Enabled Service Presence Status Access section and click Edit.
    3. Move the desired statuses from the left column to the right column and click Save.
  8. Search for Zoom Contact Center for Service Cloud Voice in the App Launcher and click Zoom Settings.
  9. Click Omni-Channel Presence Status Mapping to establish synchronization between Zoom statuses and Salesforce Omni-Channel statuses.

This mapping is required. If not configured properly, agents may experience issues such as being marked Available in Salesforce but Occupied in Zoom, which will prevent them from receiving inbound calls.

Note: Ensure Lightning Web Security (LWS) is enabled in your Salesforce org. If it is disabled, inbound calls may fail with Status_Mapping_Error – Contact Admin: Omni-Channel mapping needed for inbound calls even when Omni-Channel status mappings are configured. Learn how to enable the Lightning Web Security. 

How to configure caller matching

Salesforce handles caller matching using Channel-Object Linking. Follow these steps to configure caller matching in Salesforce:

  1. Sign in to Salesforce as a system administrator.
  2. From Setup, enter Channel-Object in the Quick Find box.
  3. Click the Channel-Object Linking toggle and configure the following:
    1. Click New Linking Rule.
    2. Select the Phone channel and the object to link to.
      Note: Salesforce currently only supports linking phone channels to the Contact object.
    3. Enter a rule name and description.
    4. Set rule actions for Action for No Record Found and Action for Single Record Found.
    5. Click Save.
    6. After completing the Phone setup, add the Object-Linking Notifications background utility in the App Manager. This utility displays toast messages in the console that prompt the rep to link a suggested record or add a new one.
    7. From Setup, enter App Manager in the Quick Find box, then select App Manager.
    8. Click Edit in the action menu for your app.
    9. Click Utility Items (Desktop Only) | Add Utility Items | Object-Linking Notifications.
    10. Click Save.

For more details on configuring Channel-Object Linking and caller matching, refer to Salesforce’s documentation.

How to configure After Conversation Work time

After Conversation Work (ACW) time gives agents a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Follow these steps to configure After Conversation Work time.

How to enable Zoom Salesforce Service Cloud Voice integration and add the Salesforce OAuth Connection

A Zoom admin must authorize the Zoom Contact Center service with the Salesforce Service Cloud Voice application. This will enable the Zoom agent experience within Salesforce Service Cloud Voice.

  1. Sign in to the Zoom web portal as an admin with Contact Center permissions.
  2. In the navigation menu, click Contact Center Management then Integrations.
  3. In the Applications tab, click Add.
  4. On the Select application page, specify the following:
  5. Click Next.
  6. On the Setup your external application page, specify the following:
  7. Click Login to Salesforce Service Cloud Voice.
    You will be taken to the Salesforce sign-in screen. When establishing the oAuth connection from Zoom to Salesforce, ensure the account used to login to Salesforce has the appropriate permissions.
  8. Click Allow Access when prompted, then click Allow.
    In the Zoom web portal, you will see the message Zoom Contact Center has successfully connected to Salesforce Service Cloud Voice.
  9. Click Next then Import to Add a Private Key to connect your Salesforce Service Cloud voice with Zoom Contact Center.
    Note: Import the private Key that got generated in this section. 

How to set up client integration for Zoom Contact Center users

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Users.
  3. Find and click the user you want to enable the Salesforce Service Cloud Voice integration for.
  4. Next to Client Integration, select the connection that was created for Service Cloud Voice in the previous step.
  5. Click Save.
  6. Repeat as necessary for other users.
    Note: As additional users need access, such as new hires, these steps will need to be repeated.

Other configurations

Call transcripts

Zoom Contact Center for Service Cloud Voice provides real-time call transcription within the voice call records page.

Trust URL

Customers need to add the following trust URLs to their Salesforce org. Refer to this article.

Customized Lightning web component

  1. Sign in to Salesforce as a system administrator.
  2. In the upper-right corner, click the Settings icon then Setup.
  3. In the Quick Find box, search for and select Object Manager.
  4. In Object Manager, select Voice Call.
  5. Click Lightning Record Pages.
  6. Open the desired record page or create a new one.
  7. Within the Lightning App builder, drag and drop the required components onto your agents' Voice Call page layout to enable Zoom functionality within their Salesforce workspace. Refer to the components table below.
    Note: Components may vary by package version.
  8. Click Save, then Activate the page.
 
Component NameDescription
zoomContactCenterUtilityMain utility bar component that manages the overall Zoom Contact Center state and view switching (e.g., call view, outbound dialer view), subscribes to and handles messages from the Zoom connector.
activeEngagementActive call management component that displays current call details (phone number, call direction, status) and handles post-call wrap-up and disposition codes.
agentExpertAssistAI Expert Assist panel that displays AI-generated knowledge base articles, summaries, and suggested actions. Supports real-time reception and display of up to 3 KB results with pin and new-item marking capabilities.
Talk MetricsReal-time agent talk metrics component that displays agent's talk speed (words/min), speech length, and customer sentiment analysis based on real-time data pushed from the Zoom connector.
agentConfigAgent configuration component for managing queue subscriptions/unsubscriptions, opt-out reasons, and ending work sessions.
zoomContactCenterVideoVideo call upgrade component that allows agents to upgrade voice calls to video calls by embedding the Zoom video interface via iframe.
activeMessageEngagementActive message engagement component for handling message-type customer interactions (similar to activeEngagement but for messaging channels like ZCC SMS, Chat, Email).
lwcVoiceExtensionVoice extension component that provides additional voice functionality support.

Enable decline button

  1. Sign in to Salesforce as a system administrator.
  2. In the upper-right corner, click the Settings icon then Setup.
  3. In the Quick Find box, search for and select Presence Decline Reasons.
  4. Click New.
  5. Add reasons so that agents can select a decline reason when they decline an engagement.
  6. In the Quick Find box, search for and select Presence Configurations and click Edit next to the default presence configuration.
  7. Select the following checkboxes:
  8. Select the decline reasons.

Enable auto accept call

  1. Sign in to Salesforce as a system administrator.
  2. In the upper-right corner, click the Settings icon then Setup.
  3. In the Quick Find box, search for and select Presence Configurations and click Edit next to the default presence configuration.
  4. Select the Automatically accept work requests checkbox.

How to enable routing configuration, queue, omni-channel to console app

  1. Sign in to Salesforce as a system administrator.
  2. In the upper-right corner, click the Settings icon , then Setup.
  3. In the Quick Find box, search for Omni-Channel, click Routing Configurations, and complete the configuration.
  4. In the Quick Find box, search for Queues and complete the setup.
  5. In the Quick Find box, search for App Manager, click Edit next to the applicable app  (for example, Sales Console), click Utility Items (Desktop only), click Add Utility Item, search for and select Omni-Channel, and complete the setup.