Workflow: Set up real-time audio capture

Follow this workflow to capture real-time audio from customer engagements, create a connection between the Zoom Contact Center cloud platform and the Recorder.

Before you begin 

Understand the components, see Integration overview.

Workflow

  1. Set up the Recorders

    For the Recorder to request data from external sources and to store the content it receives, assign the required service roles.

  2. Set up your audio stream in Zoom Contact Center

    Create a WebSocket connection over which Zoom Contact Center can stream call audio to a specific Verint Recorder.

  3. Create a Server-to-Server OAuth app for the Zoom Contact Center recording integration

    Configure the Zoom Contact Center Center to authorize communications from the Verint Recorder. A Server-to-Server OAuth app is required, which allows the recording solution to securely integrate with Zoom APIs using an account owner access token without the need for user interaction or user authentication.

  4. Create the Zoom Contact Center Data Source data source

    The Application data source for Zoom Contact Center contains the parameters necessary to connect to the Zoom Contact Center cloud platform.

  5. Create a member group for Zoom Contact Center

    The member group defines the type of capture to perform, and creates an association between the Recorder Adapter Proxy Service (RAPS) and the IP Recorder.

  6. Add agents

    In Verint User Management, create an employee for each person (agent) that you want to capture. Then, associate the employee to the capture profile.

  7. Create capture profiles

    You may have employees or organizations for whom you want to capture certain interactions types. To reduce effort and simplify administration, you can use a capture profile to define what is captured for specific organizations and employees.

  8. Create the Zoom Contact Center Media Adapter

    The Zoom Contact Center Media Adapter connects to Zoom to retrieve call audio streams.

    For 1+1 RAPS redundancy, create two Zoom Contact Center Media Adapters, one on each RAPS server.

  9. Create the Zoom Contact Center Adapter

    The Zoom Contact Center Adapter connects the Integration Service to Zoom to receive agent events in real-time. These events are required to synchronize the captured audio and agent screens.

    For 1+1 RIS redundancy, create two adapters, and configure a unique WebSocket URL on each. The URLs are in the server-to-server OAuth app created in the customer's Zoom App Marketplace.

  10. Search and replay interactions

    After customer interactions are captured and ingested by the Recorder, you can use the Verint applications, Risk Management and Interactions, to search for specific interactions, and review or analyze the captured content.

Related topics 

Optional. Workflow: Set up screen capture

Introduction