Zoom Contact Centre - HttpCall Widget

Few things to look for when using the HttpCall widget within Zoom Contact Centre. 

(1) URL: Is the URL for the API call, if required/enable passing a variable for searching can be done via adding "?q={"field name":"{{global_custom.variable.variableName}}"}" 

(2) Request method: GET 

(3) Content type: application/json 

(4) Body: {} 

(5) Authorization: (Empty Field) 

(6) Results: MapPing the details from the JSON value to a ZCC variable Using the HttpCall Widget, the array numbers start at "1" NOT "0" like usual arrays 

(7) Customer headers: A list of customer headers needed for the API call When using an apikey a value will need to be defined. Name: x-apikey Value: API Key provided to access the API URL above

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:
   • Name: Enter the display name for the connection. (ZVA OAuth User)
   • Redirect URL: Enter https://zoom.us/zva/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 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

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.

Policy processing

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 Specific "Vendor Class Identifier"

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.

Assisted provisioning URLs - Poly