Set Up Directory Sync for Zoom

The following tasks should be performed in order.

Create a Zoom App

  1. Log in to Zoom App Marketplace with an administrator account.

  2. Build a new Server-to-Server OAuth app.

  3. Take note of the account ID and client ID. You will need these when mapping the Zoom account.

  4. Click Generate and take note of the client secret. You will need it when mapping the Zoom account.
  5. Click Continue.
  6. Enter the App name, Short description, and Company Name under Basic information and the Name and Email address of the admin under Developer Contact Information

  7. Click Continue.

  8. Fill out the following fields:

    • Subscription name

    • Under Event Notification Endpoint URL, enter https://presencesync.niceincontact.com/rta/v1/zoom/web-hook-api/<Zoom Account ID> and click Validate. You can only validate the URL after completing the account mapping process.

  9. Click Generate beside Secret Token and take note of its value. You will need it when mapping the Zoom account.

  10. Under Event Types, select the event subscriptions for Directory Sync and Presence Sync. Separate subscriptions are created for each application.

    • If you are creating a Zoom app for Directory Sync, select the following events:

      • User

        • User has been created

        • User has been disassociated

        • User has been deleted

        • User has been activated

        • User has been deactivated

        • User's profile info has been updated

        • User's settings have been updated

        • User has accepted the account invitation

      • User Activity

        • User has signed in

        • User has signed out

        • User's presence status has been updated

        • User's personal notes have been updated

    • If you are creating a Zoom app for Presence Sync, select the following events:

      • User Activity

        • User's presence status has been updated

      • Zoom Phone

        • Callee ended a phone call

        • Caller ended a phone call

        • Caller is connected to the callee

        • Caller answered a phone call

  11. Click Continue.

  12. Select the following scopes:

    • View all users' contacts

    • View all users' phone information

    • View all user information

    • View users information and manage users

    • View all events information

  13. Click Done and then click Save. 

Create an Address Book

Required permissions: Address Book Create

  1. Click the app selector icon of app selector and select ACD.

  2. Go to ACD Settings > Address Books.

  3. Click Create New > Standard > Blank Address Book.

  4. Enter a Name for your new address book and click Create Standard Address Book.

  5. Click Add > New Entry, enter an individual contact's information in the appropriate fields, and then click Create Contact.
    Screenshot of the contacts tab in an address book, where you can manually add a contact

  6. Click the Assignments tab and specify who can access the address book.

Map Accounts

  1. Click the app selector icon of app selector and select Adapters.

  2. On the Account Mapping page, go to the Zoom tab and click Map Accounts.

  3. In User For Access Key, select a user for whom you want to generate an access key. This user will be used for various Directory Sync operations. When you select the user, the access key is generated and stored in the system.

  4. Click Next.

  5. In Zoom Account Details, select Adapter Version and enter the Account Name, Access Key ID, Secret, and Feature Verification Token. Click Next.

    Field

    Details
    Access Key ID Enter your Zoom Application (client) ID. You get this ID when you create the Zoom app for access credentials.
    Secret Enter the secret key generated when you created the app in Zoom.
    Feature Verification Token Enter the value of the feature verification token, which was generated while creating the zoom app.

  6. On the Email Notifications page, add any email IDs which you want to receive notifications for adapter health, authentication failures, and exceptions.

  7. Click Map and Register.

Configure Directory Sync

  1. Click Directory Sync.

  2. Go to the Zoom tab and enable Directory Sync.

  3. Select the ACD directory you want to sync with Zoom. The Directory Sync adapter updates the selected ACD directory regularly with the users available in Zoom.

  4. Make any changes as required in the mapping of the ACD and Zoom attributes and click Save. For example, if you want users in your organization to receive their Zoom calls on their office phones, map the Business Phone attribute with the Phone attribute.

  5. You can enable Append Extension. If the agent is accessing the users in a directory, this will ensure that the extension is visible next to the user's name.

  6. You can enable Phone Number Translation. If the partner platform phone numbers have any format requirements, such as specific prefixes, you can create agent pattern sets.