Requirements

Refer to the following requirements when planning and preparing for the recording solution for the Zoom Contact Center cloud platform.

Zoom Contact Center preparation

The customer's Zoom Contact Center must be configured and working as expected. In addition:

Each agent must have a user account that is assigned to a Role and the Basic license type. Optionally, the agent can also be assigned to a Department.
The agents' user accounts must be added to the Contact Center Users list.
Each Contact Center User must be active, assigned to a role, configured to use the Zoom Contact Center Essentials package, assigned to at least one Queue, and assigned to a Region.
Create a Server-to-Server OAuth app for the Zoom Contact Center recording integration
Set up your audio stream in Zoom Contact Center

Verint Recorder site preparation

Downloaded audio is G.711 stereo. The Verint Recorder system must be sized appropriately.

The prerequisites for this integration are the same as for a standard Verint Workforce Optimization (WFO) Recorder solution. In addition, you need the following information:

The REST API Base URL, Zoom Authorization URL, Account ID, Client ID and Client Secret for the Zoom Server-to-Server OAuth app, and the Websocket URL used to subscribe to user activity and contact center events.
For each agent get:
- The agent's first and last name
- The agent's user name for signing into Zoom Contact Center