Configuring the Zoom Virtual Agent Epic Connector

Requirements for using the Epic Connector

• Account owner or admin privileges; or relevant role/privilege
• Zoom Virtual Agent license
• Epic Interconnect user credentials
• Zoom Virtual Agent backend application installed and configured by Epic administrator within the Epic environment (via Epic App Orchard or administrative configuration tools). Zoom does not directly install or manage Epic-side configurations.
• Epic Interconnect user credentials with the required permissions to access Epic APIs

Limitations for using the Epic Connector

• This integration is not intended for clinical decision-making, diagnosis, or treatment workflows. It supports only administrative and operational workflows.
• Verification and authorization flows must follow configured skill rules. Manual overrides are not supported.

How to add the Epic Connector in Zoom App Marketplace

1. Sign in to the Zoom App Marketplace.
2. Search for Epic Connector in the top-right search bar.
3. Click Install or Add Connection.
   You will be redirected to the setup page.
4. Provide the Epic Interconnect user ID details and click Submit.
5. Configure the following Epic connection details:
   • Base URL: URL used to retrieve resource information from Epic. For example, https://your-epic-instance.com/Interconnect-YourOrg/.
   • Access Token URL: URL used to retrieve the access token from Epic. For example, https://your-epic-instance.com/Interconnect-YourOrg/oauth2/token.
   • Select Epic Environment: Select Test (non-prod client ID) or Prod (prod client ID).
6. Click Submit to finalize installation.
   The system will attempt to fetch a token from Epic. If successful, the connection will be added.

How to validate the Epic Connector tool in AI Studio

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Tool Templates.
3. Click the Sync button to refresh the list of available tools.
4. Once synchronization is complete, locate Epic for Zoom.
5. Expand Epic for Zoom to view all available tools that can be used to build your virtual agent.

How to configure Zoom Virtual Agent (ZVA) – Voice for Epic Connector

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio then Virtual Agents.
3. Click Add Voice Agent and select the Zoom Phone Healthcare Receptionist Agent template.
4. Configure the agent basics:
   • Agent Name: Enter a descriptive name.
   • Guidance & Greeting: Use the provided greeting and guidance text.
   • Voice: Select the default or preferred voice.
5. Set up the Knowledge Base by uploading the provided documentation containing flows, API details, and validation rules.
6. Import required Skills (JSON files) such as Verify User Skill, which connects to the Patient Lookup tool to verify patient identity using date of birth and mobile number.
7. Click Begin Test to test and deploy the voice agent.
8. Click Add agent to the channel to connect it to Zoom Phone or Contact Center.

How to remove the Epic Connector

1. Sign in to the Zoom App Marketplace with your Zoom account.
2. In the top-right corner, click Manage.
3. From the navigation menu, select Manage Connectors.
4. Next to Epic Connector, click the More button, then select Delete.
5. Confirm the prompt and click Delete again to remove the connector.

How your data is used

• User authentication data: Used to verify admin permissions for connector setup and management.
• Workflow configuration data: Used to define triggers and actions for automated workflows.

• Epic Interconnect user credentials: Used to authenticate and establish secure communication with Epic.
• Patient demographic data (e.g., Name, DOB, MRN, SSN last four): Used for identity verification and administrative workflows.
• Appointment and billing data: Used to support scheduling, rescheduling, and billing inquiries.

Data security

• Encryption: All data transmitted between Zoom and Epic is encrypted using industry-standard TLS protocols.
• Access Control: Only authorized Zoom admins can configure or modify the connector.
• Verification Enforcement: Identity verification is mandatory before any patient-related data is accessed.
• Environment Isolation: Separate configurations for Test and Production environments enables data segregation.
• Data retention: Zoom does not store or retain any patient data retrieved from Epic beyond the duration of the active session.