Configuring Zoom Contact Center for Service Cloud Voice

Prerequisites for configuring Zoom Contact Center for Service Cloud Voice

• Account owner or admin privileges
• Zoom Contact Center license
• Service Cloud Voice for Partner Telephony license
• Zoom Contact Center for Service Cloud Voice managed package

Limitations with Zoom Contact Center for Service Cloud Voice

• Refreshing the browser during an active call is not supported and may disrupt the call.
• Opening multiple browser tabs with the Zoom Contact Center for Service Cloud Voice interface is not supported and can cause functionality issues.
• The integration does not currently support enhanced omni-channel features.
• Users must be logged in through omni-channel to play call recordings. Direct access is not supported.

How to enable Service Cloud Voice

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

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.
   • For production use, click Install in Production.
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.

How to generate public and private keys

1. Open a terminal on your machine.
   • For Windows, open Command Prompt.
   • For macOS, launch the Terminal app.
2. Follow the steps in the Salesforce Developer Guide to generate a private key and public certificate.
3. Locate the keys in the directory where the commands are executed. By default:
   • The public key is saved as server.crt.
   • The private key is saved as server.key.
4. Rename the private key file extension from .key to .pem. This format is required for creating a new contact center configuration.

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

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:
    • Zoom Contact Center for Service Cloud Admin
    • Zoom Contact Center for Service Cloud Agent
    • Contact Center Admin (Partner Telephony)
    • Contact Center Agent (Partner Telephony)
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.

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

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.

How to configure caller matching

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.

How to configure After Conversation Work time

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

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:
   • Choose the external application you would like to connect with: Select Salesforce Service Cloud Voice.
5. Click Next.
6. On the Setup your external application page, specify the following:
   • Name your connection: Enter a display name.
   • Salesforce Service Cloud Voice environment: Depending on what you selected during installation, select either Production or Sandbox.
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

Trust URL

• https://file.zoom.us
• https://zoom.us

Active engagement and enhanced conversation 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. Drag the Active Engagement component and the Enhanced Conversation component onto the page layout.
8. Click Save, then Activate the page.

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:
   • Allow agents to decline work requests
   • Allow agents to choose a decline reason
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.