Set Up Presence Sync for Zoom

Complete each of these tasks in the order given.

Before You Begin

• Map CXone to Zoom to allow the platforms to share data.

• Sync users between CXone and Zoom.

Be sure your CXone administrator account and the access key user have the following permissions:

• Agent Session Control Via API On

• Security Profile View

• Presence Sync > User Mapping Map

• Presence Sync > Rules All

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. 

Map Users

1. In CXone, click the app selector and select  Adapters. The Adapters application opens in a new window.

2. Click Presence Sync.

3. On the Business Units page, click the business units High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment for which you want to map the user accounts.

4. In the User Mapping tab, click Auto Map Users.

5. On the Add Users page, move the auto-mapped users in the table to indicate which you want to include.

6. Click Add & Map Agents and then click Confirm.

Manually Map Users

After you have used the Auto Map Users option, you can manually map any users that are still unmapped or reassign any users that were mapped incorrectly.

1. Click the app selector and select Presence Sync.

2. On the Business Units page, click the business unit for which you want to map the user accounts.

3. Click the options icon and select Map User.

4. In the Mapped User screen, click Remap.

5. From the list of possible matches, select the appropriate user and click Map User.

6. Click Confirm.

Create and Assign Rules

1. In CXone, click the app selector and select  Adapters. The Adapters application opens in a new window.

2. Click Presence Sync.

3. In the Rules tab, click Create Rule.

4. On the Rule tab, map the ACD state to the corresponding state ID in Zoom.

   Learn more about the fields in this step

   Field	Details
   Name	Enter a name for the rule.
   Rule Type	Select one of the available the rule types. One or more of the following rule types are available to you: Publisher: When the CXone ACD agent state changes, your Zoom's agent state is updated to match the change. Subscriber: When the agent state in Zoom changes, the ACD's agent state is updated to match the change. Bi-Directional: When the agent state changes on either platform, the agent state is updated on the other platform to match the change.
   ACD State	Select one of your CXone ACD states. If you select Previous State, the agent's CXone state returns to the previous state it was in. This may be useful to automatically return an agent's state back to what it was before handling a call, for example. After the call, the agent's state would return to the same state before the call.
   External State	Select the appropriate Zoom state to map with the specified ACD State.

5. To map more states in the rule, click Add Row and configure the states.

6. Click Teams and move the teams in the table to indicate which you want to include.

7. Click Users and move the users in the table to indicate which you want to include.

8. Click Confirm and then click Create.

Assign Existing Rules

1. In CXone, click the app selector and select Others > Adapters.

2. In the left navigation menu, click Business Units.

3. On the Business Units page, click the business unit for which you want to assign rules to the users.

4. In the User Mapping tab of Business Units screen, click the three vertical dots for the appropriate user and select Assign Rule.

5. In the Assign Rule window, select User Assigned Rule or Team Assigned Rule and then select the rule name.

6. Click Done and then click Save.