Setting up the Zoom Contact Center Salesforce Integration

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The Zoom Contact Center Salesforce Integration allows agents to access Zoom Contact Center voice functionality from Salesforce. This provides agents with a better user experience, including:

  • Improves agent efficiency with a unified experience.
  • Enables a simple and intuitive agent experience.
  • Reduces effort and handle time.
  • Saves the agent after call work with automatically synchronizing customer data and history for each interaction.
  • Provides customers with a personalized experience regardless of the channel they use.

Before agents can use the integration, admins need to set up and configure the Salesforce integration from the Salesforce Console and Zoom web portal.

Note: This integration only supports the Zoom Contact Center voice channel. Agents assigned to other Zoom Contact Center channel queues (video, chat, or SMS) should use the Zoom desktop client.

This article covers:

Prerequisites for setting up Zoom Contact Center Salesforce Integration

  • Account owner or admin privileges for the Zoom web portal and Salesforce Console
  • Pro, Business, or Education account
  • Zoom Contact Center license
  • Supported Salesforce platform
    • Sales Cloud
    • Lightning
    • Lightning Console

How to install and set up the Zoom Contact Center- Salesforce Integration Package

Install the Zoom Contact Center Package

To begin, you need to Install the Zoom Contact Center package using the URL you received from your Zoom representative.

  1. Open a web browser and go to the installation URL.
  2. Sign in to your Salesforce account.
  3. Select Install for Admins only.
    Note: Admins must be installed first to complete the setup and configure users.
  4. Click Install..
  5. Click Done when the installation process is complete.
  6. In the Salesforce Console, select Apps, Packaging, Installed Packages.
    You should see the Zoom Contact Center (ZVC) in the list.

Refer to the Salesforce support site to learn more about installing packages.

Activate the Zoom Contact Center Salesforce Integration

  1. Sign in the Salesforce Console.
    Tip: Refer to the Salesforce support site to learn more.
  2. Navigate to the Zoom Admin for Lightning app.
  3. Locate the Zoom Contact Center product, then click Activate.
  4. Follow the on-screen instructions for setup. Click Next when each step is finished.
  5. Click Finish after finishing all the steps.
    You will see an Active label next in the Zoom Contact Center product card.

Authorize access to Zoom Contact Center

  1. In the Zoom Contact Center product card, click Settings.
  2. Click Authorization from Zoom App Marketplace.
  3. Sign in to the Zoom web portal.
    Note: If the current browser has already logged in to a Zoom account, this Zoom login page will not appear. At this time, it will be authorized with the account that has been logged in.
  4. Wait for Authorization to finish.
    • The authorization page will close automatically once authorization is finished.
    • The settings page in the Salesforce Console will display a notification stating, Authorized access to Contact Center.

Add Zoom Contact Center to the Salesforce Dashboard App Manager

  1. Sign in the Salesforce Console.
    Tip: Refer to the Salesforce support site to learn more.
  2. In the Salesforce Console left-side navigation, click Feature Settings > Service > Call Center.
  3. Create an XML file with the following.
    <callCenter>
    	<section sortOrder="0" name="reqGeneralInfo" label="General Info">
    		<item sortOrder="0" name="reqInternalName" label="Zoom Contact Center">zoomcontactcenter</item>
    		<item sortOrder="1" name="reqDisplayName" label="Display Name">Zoom Contact Center</item>
    		<item sortOrder="2" name="reqDescription" label="Description"></item>
    		<item sortOrder="3" name="reqAdapterUrl" label="CTI Adapter URL">https://zoom.us/cci/multi/callbar-cti</item>
    		<item sortOrder="4" name="reqUseApi" label="Use CTI API">true</item>
    		<item sortOrder="5" name="reqSoftphoneHeight" label="Softphone Height">680</item>
    		<item sortOrder="6" name="reqSoftphoneWidth" label="Softphone Width">700</item>
    		<item label="Salesforce Compatibility Mode" name="reqSalesforceCompatibilityMode" sortOrder="7">Classic_and_Lightning</item>
    	</section>
    	<section sortOrder="1" name="reqDialingOptions" label="Dialing Options">
    		<item sortOrder="0" name="reqOutsidePrefix" label="Outside Prefix">9</item>
    		<item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix">1</item>
    		<item sortOrder="2" name="reqInternationalPrefix" label="International Prefix">01</item>
    	</section>
    </callCenter>
    
    
  4. Click Import and import the XML file, then click Save.
  5. In the Salesforce Console left-side navigation, click Apps then App Manager.
  6. Click on one of the lightning applications.
  7. In the left-side navigation panel, click Utility Items (Desktop Only).
  8. Click Add Utility Item then Open CTI Softphone.
  9. In the PROPERTIES panel, enter the following:
    Note: You can also edit the properties directly in the XML file (step 3) to match the following.
    • Label: Enter Phone.
    • Icon: Select the call icon.
    • Panel Width: Enter 340.
    • Panel Height: Enter 480.
    • Select Start automatically

Assign Users to Contact Center

  1. In the Salesforce Console left-side navigation, click Users then Permission Sets.
  2. Click Zoom Contact Center Admin or Zoom Contact Center Agent to assign users to these permission sets:
    • Zoom Contact Center Admin access:
      • tab: Zoom Admin for Lightning, Zoom Settings
      • object: Zoom Product Set Up, Zoom Product Setting, Session History, CCI Config, CCI Presence Status Relationship, Related To Setting, Token
      • call center: zoom contact center, Zoom Contact Center SSO
      • custom metadata: CCI App Client, OAuth Token
      • custom settings: Country Phone Code, Keys
    • Zoom Contact Center Agent access:
      • object: Session History, CCI Config, CCI Presence Status Relationship, Related To Setting, Token, Zoom Product Setting
      • call center: zoom contact center, Zoom Contact Center SSO
      • custom settings: Country Phone Code
  3. In the Salesforce Console left-side navigation, click Feature Settings > Service > Call Center > Call Centers.
  4. In the All Contact Centers table, click Zoom Contact Center.
  5. In the Contact Center Users section, click Manage Call Center Users
  6. Click Add More Users.
  7. Specify the search criteria to search for a user; for example by name or email.
  8. Click Search.
    Note: Users already enabled as call center agents are excluded from search.

Enable Zoom CRM integration and add the Salesforce OAuth Connection

A Zoom admin must authorize the Zoom Contact Center service with the Salesforce CRM application. This will enable the Zoom agent experience within Salesforce.

Note: Before starting, you must contact Zoom Support to enable the integrations menu in the Zoom web portal.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Integrations.
  3. In the Applications tab, click Add.
  4. On the Select application page, specify the following:
    • Choose the external application you would like to connect with: Select Salesforce.
    • Select connection method: select OAuth.
  5. Click Next.
  6. On the Setup your external application page, specify the following:
    • Name your connection: Enter Salesforce. This name will be used to refer to this URL inside the Zoom Contact Center application instance.
    • Salesforce environment: Select Production.
  7. Click Login to Salesforce.
    To establish your connection, you will be taken to the Salesforce sign-in screen.
  8. Click Allow Access when prompted, then click Allow.
    In the Zoom web portal, you will see the message Zoom Contact Center has successfully connected to Salesforce.
  9. In the navigation menu, click Contact Center Management then Integrations.
    You will see the Salesforce application with a Connected status.

Set client integration for contact center users

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Users.
  3. Find a user to enable the Salesforce integration for.
  4. In the last column, click the ellipses icon , then click Edit.
  5. Next to Client Integration, select Salesforce.
  6. Click Save.

How to edit the Salesforce integration settings in the Zoom web portal

Once established, you can edit the Salesforce integration connection if needed. You can edit the connection name and environment, delete the Salesforce OAuth connection, or add an associated domain.

Edit the Salesforce OAuth Connection

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Integrations.
  3. Click the Applications tab.
  4. For the Salesforce application, click the ellipses icon , then click Edit.
  5. Change the Connection name and Salesforce environment, then click Save and Correct.

Delete the Salesforce OAuth Connection

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Integrations.
  3. Click the Applications tab.
  4. For the Salesforce application, click the ellipses icon , then click Remove.
  5. Click Delete to confirm.
    Note: Once deleted, the client integration for users will be disabled, and the Salesforce connection will be removed from the Integrations page.

How to edit the Salesforce integration settings in the Salesforce Console

You can use the Zoom Settings page in the Salesforce console to change integration settings.

  1. Sign in the Salesforce Console.
    Tip: Refer to the Salesforce support site to learn more.
  2. Navigate to the Zoom Admin for Lightning app.
  3. In the Zoom Settings tab.
  4. Change the following settings:

Products Management tab

In the Actions column for the Zoom Contact Center product, click the down arrow icon, then click one of these options:

  • View Setup Guide: This will lead you to the setup page for reviewing or re-operating setup processes.
  • Deactivate: Deactivate the Zoom Contact Center Salesforce Integration. After deactivating, users will not be able to use the Salesforce integration.
  • Activate: If you previously deactivated the Zoom Contact Center Salesforce Integration, click Activate to re-active the integration.

Note: You can also activate the integration by clicking on the Zoom for Lighting tab, then using these options in the Zoom Contact Center product card:

  • To activate, clicking Activate.
  • To deactivate, click the ellipses icon , then click Deactivate.

Country Code Settings tab

You can configure the country codes you want to use for searching related objects by phone number when agents have an incoming call. By default, only the United States (+1) is added. You can add up to 20 country codes.

  1. Click Add.
  2. Specify the country code, then click the plus icon (+) to add more country codes.
  3. Click Add when done adding all the country codes.

To remove country codes, locate the country code, then click Remove.

Omni-Channel Sync Settings tab

You can enable agents to sync status between Zoom Contact Center and Salesforce Omni-Channel.

Note: Before following these steps, you must have the Salesforce Omni-Channel feature enabled in Salesforce.

  1. Select the Enable Omni-Channel Sync option.
  2. Set the Salesforce and Zoom Contact Center status mapping. For example, in the first mapping setting, Occupied, you can select On a Call under Update Salesforce Status to. This means when agents have the Zoom Contact Center Occupied status, their Salesforce status is automatically set to On a Call.
  3. Click Save.

“Related to” Settings tab

You can enable the ability for agents to choose related objects for assigning the call to specific tasks.

  1. Select the objects that agents can assign to calls.
  2. Click Save.

How to enable the Screen Pop feature

You can enable the ability to display objects that match the inbound phone number.

  1. In the Salesforce Console left-side navigation menu, click Feature Settings > Call Center > Softphone Layouts.
  2. Click New and specify the following:
    • Name: Enter Zoom Contact Center.
    • Select the option Is Default Layout.
    • Select Call Type: Select Inbound.
    • In the Screen Pop Settings section:
      • Screen pops open within: Select Existing browser window.
      • No matching records: Select Pop to new Contact.
      • Single-matching record: Select Pop detail page.
      • Multiple-matching records: Select Pop to search page.

Screen Pop agent process

The following points explain the Screen Pop feature from the agent's point of view.

  1. When there's an incoming call from an unknown number, agents will see the New Contact pop-up screen with the contact fields . The phone number will be automatically populated in the Phone field.
  2. The agent can fill in the rest of the contact fields like Name then they can click Save.
  3. When an agent gets an inbound call from the same phone number, the caller's contacts page will open.
  4. If there are multiple contacts with the same phone number, the agent will see a page with a list of the matching contacts.

How to configure SSO

The integration provides the ability for users to login to Zoom Contact Center using SSO with Zoom

  1. Configure SSO in Salesforce. If you’re using Salesforce as an Identity Provider, see the Salesforce article for configuring SSO.
  2. Apply for a zoom.us Vanity URL.
  3. Configure SAML in Zoom.
  4. Sign in the Salesforce Console.
    Tip: Refer to the Salesforce support site to learn more.
  5. In the Salesforce Console left-side navigation, click Feature Settings > Service > Call Center.
  6. Create an XML file with the following. Replace yourVanityURL with your Zoom Vanity URL.
    <callCenter>
    	<section sortOrder="0" name="reqGeneralInfo" label="General Info">
    		<item sortOrder="0" name="reqInternalName" label="ZCCSSO">zccsso</item>
    		<item sortOrder="1" name="reqDisplayName" label="Display Name">ZCC SSO</item>
    		<item sortOrder="2" name="reqDescription" label="Description"></item>
    		<item sortOrder="3" name="reqAdapterUrl" label="CTI Adapter URL">https://yourVanityUrl/cci/multi/callbar-cti</item>
    		<item sortOrder="4" name="reqUseApi" label="Use CTI API">true</item>
    		<item sortOrder="5" name="reqSoftphoneHeight" label="Softphone Height">680</item>
    		<item sortOrder="6" name="reqSoftphoneWidth" label="Softphone Width">700</item>
    		<item label="Salesforce Compatibility Mode" name="reqSalesforceCompatibilityMode" sortOrder="7">Classic_and_Lightning</item>
    	</section>
    	<section sortOrder="1" name="reqDialingOptions" label="Dialing Options">
    		<item sortOrder="0" name="reqOutsidePrefix" label="Outside Prefix">9</item>
    		<item sortOrder="1" name="reqLongDistPrefix" label="Long Distance Prefix">1</item>
    		<item sortOrder="2" name="reqInternationalPrefix" label="International Prefix">01</item>
    	</section>
    </callCenter>

Note: You can also update your Zoom Vanity URL by editing the CTI Adapter URL field.

  1. Click Import and import the XML file, then click Save.
  2. In the Salesforce Console left-side navigation, click Feature Settings > Service > Call Center > Call Centers.
  3. In the Call Center Users section, click Manage Call Center Users.
  4. Add users who will be able to sign in using SSO.

Removing the Salesforce integration

  1. Sign in to your Zoom account and navigate to the Zoom Marketplace.
  2. Navigate to your added apps by clicking Manage, then clicking Added Apps.
  3. Next to Zoom for Salesforce Lightning, click Remove.
  4. Confirm the dialogue and click Remove.

Note: This section covers removing Zoom for Salesforce Lightning from the Zoom Marketplace. To remove the Zoom for Lightning managed package, refer to the Salesforce support site.

How your Data is used

This app accesses and used the following information from your Zoom account:

  • View contact center preference information: Used to fetch the contact center presence status set by the user in Zoom.
  • View and manage all contact center users’ details: Used to get contact center users’ profile information and skills.
  • View all user information: Used to get OAuth.

For additional help or technical support, please submit a ticket.

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