Monday 9 September 2024

Zoom Virtual Agent (ZVA) and SNOW Integration

Adding Integration between SNOW and Zoom Virtual Agent (ZVA), is a fairly straight forward configuration, first step is to ensure that an OAuth account has been enabled in ServiceNow

Setting up the Zoom Contact Center ServiceNow Integration (15th July 2024 Update)

You will need to create an OAuth client within ServiceNow to facilitate the connection between Zoom Contact Center and ServiceNow. This OAuth client will be used when you configure the integration in Zoom Contact Center.

  1. Sign in to the ServiceNow admin portal.
  2. In the navigator, search for oauth.
  3. Under System OAuth, click Application Registry.
  4. Click New.
  5. Click Create an OAuth API endpoint for external clients.
    Note: The default values for most of the fields should be acceptable. Other fields will be filled after the client is created.
  6. Enter the following:
  7. Click Submit.
The above account is used in the Integration for Authentication for Zoom AI (Zoom Virtual Agent)

From the Zoom Admin Dashboard, select:

"AI Management --> Integrations", select "+Add Integration", select the "ServiceNow" option:


Complete the details as below:



Zoom CX - SNOW Integration

Adding Integration between SNOW and Zoom CX, is a fairly straight forward configuration, first step is to ensure that an OAuth account has been enabled in ServiceNow

Setting up the Zoom Contact Center ServiceNow Integration (15th July 2024 Update)

You will need to create an OAuth client within ServiceNow to facilitate the connection between Zoom Contact Center and ServiceNow. This OAuth client will be used when you configure the integration in Zoom Contact Center.

  1. Sign in to the ServiceNow admin portal.
  2. In the navigator, search for oauth.
  3. Under System OAuth, click Application Registry.
  4. Click New.
  5. Click Create an OAuth API endpoint for external clients.
    Note: The default values for most of the fields should be acceptable. Other fields will be filled after the client is created.
  6. Enter the following:
    • Name: Enter the display name for the connection. (Zoom CX OAuth User)
    • Redirect URL: Enter https://zoom.us/cci/multi/crm-oauth-login
    • Refresh Token Lifespan: Enter the value 2147483647 (maximum allowed value)
  7. Click Submit.
The above account is used in the Integration for Authentication for Zoom Contact Centre

From the Zoom Admin Dashboard, select:

"Contact Centre Management --> Integrations", select "+Add Integration", select the "Service Now" option, ensure that "OAuth" is selected, and click "Next"


Complete the details as below:

After you are prompted for auth details within ServiceNow, the integration between Zoom CX and SNOW is now completed, and enabled for additional call flow configuration


Friday 12 July 2024

Migrate Poly VVX Phones from Skype/Teams to Zoom Phone

All Phones at once..

The process of migrating Poly VVX phones from Teams/Skype to Zoom Phone is a three (3) step process.

  1. Configure the IP Phone within the Zoom Phone portal
  2. Remove DHCP options that point to Teams/Skype provisioning server URL
  3. Factory rest the IP phone, and it will complete via zero-touch provisioning
When using DHCP options to provide a provisioning server (DHCP option 160 or 161 - depending on the SKU that was used to purchase the phone).

If using DHCP options, the IP phone will pickup the provisioning server via specific option values.  If you are migrating all IP phones at once, you can just delete/clear the option within the DHCP scope/server, and factory rest the IP phones.

Staged Migration

If you are migrating phones in a phased approach, one (1) way to complete is via DHCP Policies.

Since you can configure multiple policies at both the scope level and server level, each policy is assigned a processing order. The processing order can also be modified, assuming more than a single policy exists. The following conditions exist:

  1. When processing DHCP client requests, the DHCP server evaluates each client request against the conditions in all applicable policies, based on their processing order.

  2. Scope level policies are processed first by the DHCP server, followed by server wide policies. Theoretically, a client can match the conditions of several scope policies and also several server policies.

  3. If a client satisfies the conditions of more than 1 policy, it will get the combined settings from all policies that it matched. If the same option setting is provided in multiple policies, the client will use the setting from the first policy that is processed.





Poly Product

Vendor Option Name

 

CCX350

Poly-CCX350

CCX400 (UC Software 6.2.11 or later)

Poly-CCX400

CCX500

Poly-CCX500

CCX505

Poly-CCX505

CCX600

Poly-CCX600

CCX700

Poly-CCX700

 

Edge E 100

Poly-EdgeE100

Edge E 220

Poly-EdgeE220

Edge E 300

Poly-EdgeE300

Edge E 320

Poly-EdgeE320

Edge E 350

Poly-EdgeE350

Edge E 400

Poly-EdgeE400

Edge E 450

Poly-EdgeE450

Edge E 500

Poly-EdgeE500

Edge E 550

Poly-EdgeE550

 

Edge B10

Poly Edge B10

Edge B30

Poly Edge B20

Edge B30

Poly Edge B30

 

VVX501

Polycom-VVX501

VVX601

Polycom-VVX601

VVX101

Polycom-VVX101

VVX150

Polycom-VVX150

VVX201

Polycom-VVX201

VVX250

Polycom-VVX250

VVX301

Polycom-VVX301

VVX311

Polycom-VVX311

VVX350

Polycom-VVX350

VVX401

Polycom-VVX401

VVX411

Polycom-VVX411

VVX450

Polycom-VVX450

 

VVX D230

Poly-VVX-D230

Poly Rove B DECT

IPDECT-V2/80.03.0009 (MAC=64167FF4C9ED; SER= 00000; HW=4)

 

Polycom Trio 8300

Poly-Trio8300

Polycom Trio 8800

Polycom-Trio8800

Polycom Trio 8500

Polycom-Trio8500

Polycom RealPresence Trio Visual+

Polycom-TrioVisualPlus

Polycom Trio C60

Poly-TrioC60

SoundStation IP 5000

Polycom-SSIP5000

SoundStation IP Duo

Polycom-SSDuo

A DHCP policy will need to be created that matches, both the MAC Address and the Vendor Specific option listed above.

The assisted provisioning server from Zoom outlines the value required for options 160 or 161.





Zoom Virtual Agent (ZVA) and SNOW Integration

Adding Integration between SNOW and Zoom Virtual Agent (ZVA), is a fairly straight forward configuration, first step is to ensure that an OA...