Issues and limitations for Zoom Phone integrations

Known limitations exist for the integration between Zoom Phone and Automated Verification.

A known issue is a low-priority defect that does not stop you from using this integration. A known limitation is a feature or function that seems desirable, but is unavailable for use because of a limited ability in Automated Verification, the recorder product, the switch data source, or a combination of these systems. Whenever possible, we provide a workaround.

Issues and limitations can be caused by how the switch data source produces Call Detail Record (CDR) data for call scenarios, how a recorder product captures interactions, or how Capture Verification uses the available data to verify compliance. Some of these issues and limitations impact the range of results Capture Verification can provide.

Issues

The following issues can occur in the integration between Zoom Phone and Automated Verification:

Peer-to-peer calls are listed in Capture Verification with a Not recorded issue type due to a problem in the Zoom Phone API.

Limitations

The following limitations apply to the integration between Zoom Phone and Automated Verification:

Common area calls, Zoom rooms, and Cisco/Polycom rooms are not supported.
For this integration, Automated Verification does not evaluate recording rules set in Workforce Engagement.
Selective/percentage recording scenarios are not supported, as the switch data source does not provide the required information in CDR data.
Manual recording (Record on demand) scenarios are not supported, as the switch data source does not provide the required information in CDR data.