Setting up the Zoom Contact Center Epic integration

Requirements for setting up the Zoom Contact Center for Epic Integration

• Zoom Contact Center license
• Epic account

• Work with your Epic technical support team to add Zoom Contact Center and set up the app in your Epic system. You’ll need your Zoom Account ID when configuring the initiate call URL in Epic.
• Contact Zoom Support to create and configure your IVR flow and queues within your Zoom Contact Center account.

How to set up the Epic Integration

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Integrations.
3. Click Add Integration.
4. On the next page, select Epic and click Next.
   You will be directed to the Setup Your external application page.
5. Fill in all the required fields on this page.
   Note: Ask the Epic team for additional info.
6. Click Save and Connect to complete the integration setup.

Ensure all integration details are accurate before saving. Incorrect configuration may prevent proper communication between Zoom Contact Center and Epic.

How to configure the Epic integration

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Integrations.
3. Search for and locate the Epic integration you just created.
4. In the last column, click the ellipsis icon and select View configuration settings.
5. Click Add Configuration to create a new configuration.
   You will be taken to the Voice Channel Configuration page.
6. Configure the following settings according to your organization's needs:
   • Search Settings: Define how the system searches for patient / provider records in Epic
   • Screen Pop Settings: Configure what information appears on agent screens when calls arrive.
7. Save your configuration settings.

Contact Zoom Support to determine the optimal search settings, as they will be used during the IVR process. These settings directly impact agent efficiency and patient experience

How to add users to Zoom Contact Center

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Users.
3. Click Add User and add all users (agents) who will be using Zoom Contact Center.

How to configure user profile

For each user added to Zoom Contact Center, the administrator must configure their profile according to specific operational needs.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Users.
3. Click the name of the user and configure the following:

Profile setting

• Assigned Queues
  • Assign appropriate queues to each user.
• Default Outbound Queue
  • Configure the outbound queue for each user based on their role and responsibilities.

Policy settings

Under the Policy tab, then Engagement handling section, complete the following configurations:

• Allowed devices: Check the Zoom Contact Center CTI, and select the integration you previously created.
• User-level control: Enable Ring Primary Device settings then select Zoom Contact Center CTI.
• Set up any additional policy requirements specific to your organization's needs.

Ensure all policy settings are properly configured before users begin handling contacts. Incorrect settings may result in routing issues or missed interactions.

 

After completing the user setup and configuration:

1. Test the integration with a small group of users.
2. Verify that calls are routing correctly through Epic.
3. Train agents on the integrated system workflow.
4. Monitor initial performance and adjust settings as needed.

For additional support or questions about the Epic integration, contact Zoom Support or refer to the detailed integration documentation.

 

How the data is used

This section explains the data collected from Epic and its usage in Zoom Contact Center, including user identification, patient/provider records for screen pop, and call routing parameters.

For all the data mentioned below, Zoom only collects it from Epic or the user, and passes it to Epic APIs without storing it in cache or Database.

• Patient phone number: Get it from the IVR process and use to search for the specific patient's profile.
• Patient last 4 SSN: Same as above
• Patient Date of Birth: Same as above
• Patient ID: Use the patient information to get the patient ID from Epic to support the specific patient profile screen pop feature.
• Patient ID Type: Same as above.
• Provider ID: Use the provider ID to support the specific provider profile screen pop feature in Epic.
• Provider ID Type: Same as above.